faq

frequently asked questions

Find the answers you need in our frequently asked questions section. Our search tool can help you to maximize your results.

 

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  • How can I create an account in order to use your services?

    To create a profile, go to the “profile” section of our website, where all the steps to creating a profile are shown and explained in detail. You can also contact our technical support.

  • How can I change my company address?

    To modify the address of your company, use the tools in the “profile” section of our website, or alternately contact our customer service department.

  • How much time do I need to open a new account?

    Opening an account can take up to 24 hours, since our customer service department must confirm that your application is eligible. However, you can use your unconfirmed account to request pickups even during the validation process.

  • Do I need an account to send packages?

    To ship merchandise you must have either a profile on our website or a Dicom Freight or Dicom Express account with our customer service.

  • How can I order a pickup?

    To order a pickup, use our online services through your Dicom Freight profile or call our customer service department.

  • How can I cancel a pickup?

    To cancel a pickup, use our online services through your Dicom Freight profile or call our customer service department.

  • How can I get a rate quote on my Dicom Freight shipment?

    To obtain a rate quote for your items, you can use our online services if you have a web profile, or otherwise call our customer service department.

  • Do I need an account to get a rate?

    No, you can contact our sales service to get a rate quote for your items without having an account.

  • What is your transit schedule?

    Shipments are delivered overnight, except to some areas outside of Quebec and Ontario. To confirm the transit time of your shipment, please check with our customer service department. You can also follow the location of your shipment through our online tracking service at any time.

  • What is the schedule of your drivers?

    The schedule of our drivers varies with the number of pickups per day. When you request a pickup, the driver may already have passed through your area. In that case, the pickup will be done the next day. If your delivery is urgent, call our customer service department to check your options.

  • What is your fuel charge rate?

    To view our current fuel charge, which changes weekly, please visit our Fuel Surcharge page from the Ship menu.

  • Where can I get an estimation of delivery time?

    To get an estimation of transit time, you can use our online services even if you do not have a web profile, or you may otherwise contact our customer service department.

  • Do you offer ground and air services?

    We offer ground delivery services for shipments to Western Canada. Truck delivery takes about three days.

  • Do you deliver out of Canada?

    Yes, Dicom Transportation Group delivers to the United States in collaboration with our American partners. For your shipment to be eligible for United States delivery, you must respect the following conditions:

    1. Always have the commercial invoice in your possession.
    2. If the item is for sale, you must provide the federal tax number and the recipient's name. You will be charged customs duty.
    3. Specify the weight (up to 76 lbs. for Dicom). If you include the dimensions, you will get a more accurate price estimate.
    4. No personal items, e.g. a box of clothes or jewelry, will be accepted.
    5. Dicom Transportation Group does not transport any hazardous substances, medicines, food, perishable materials, or alcohol.
    6. Shipping must always be prepaid.
    7. If your shipment is an electronic product, you must fill out FCC form 740.

  • Why do you offer only an overnight delivering system?

    All our operations have a timeframe of 24 hours for deliveries to Quebec and Ontario. Consignments shipped elsewhere in Canada or to the United States may take longer.

  • I missed my delivery. What are my options now?

    If you are not present to receive the shipment, you need to call our customer service department to schedule the delivery of your package.

  • How can I track my packages?

    You can track your shipments with our online tracking service. To do so, you will need your shipment numbers.

  • How can I obtain proof of delivery?

    When you track your shipments with our online service you automatically get proof of delivery upon the arrival of your package.

  • Where can I see my bills?

    You can consult your bills from our website or request a weekly invoice to be emailed to you.

  • How can I report an issue?

    You can always report an issue using our online form, available on the website, which you can also print out and mail back to us.

  • How can I join the team?

    Send your application for the position that you want, specifying the terminal or city where you would like to work. To submit your resume, go to the careers section on our website.

  • Where do I send my CV?

    Send us your CV via our website. You will find a section reserved for this purpose under “careers” in “great opportunities.” You can send your application as a cold call or in response to a particular posted position.

  • Where can I see available jobs

    You will find available positions posted on our website in the careers section or on job sites such as Jobboom, Workopolis or Monster.

  • Where are your terminals? 

    We have a large network of terminals across Canada. Please visit: ship/find our terminals.

  • What are your corporate hours?

    Our customer service is available from 7am to 9pm, Monday to Friday to answer your inquiries, except on public holidays. 

  • Where can I find information on the history of Dicom Freight?

    The history of Dicom Freight is available on our website in the section “about us.”

  • What dangerous substances are you allowed to carry?

    Please check the list of hazardous materials prohibited by Dicom Group Transportation, available on our website in our “useful documents” section.

  • Where can I find the no-signature form?

    To get the no-signature form, please go to the “useful documents” section of our website.

  • Which carrier do I need to deal with for packages of less than 100 pounds?

    For your shipments of 300 pounds or less, please contact Dicom Express. For items weighing more than 300 pounds, please contact Dicom Freight.

  • Can I ship chilled or frozen food with Dicom Freight?

    No, Dicom Transportation Group does not carry perishable food. However, we do transport non-perishable food requiring no refrigeration. In addition, our trucks are heated in winter to prevent freezing.