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Help – General Shipping Support

General Shipping Support

How do I contact Loomis Express?

If you would like to speak to a Customer Service Representative, please call 1-855-2LOOMIS (1-855-256-6647), or we can be contacted via email at we.care@loomis-express.com.

You can reach our National Office at:

Loomis Express
201 Westcreek Blvd. Suite 200
Brampton, Ontario
Canada
L6T 5S6
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Does Loomis Express provide a Saturday Delivery Service?

Loomis Express offers customers a convenient Saturday Delivery Service to major Canadian centres for a standard additional fee of $16.00 per shipment. Major centres include Vancouver (Metropolitan), Edmonton, Calgary, Winnipeg, Toronto (Metropolitan), Montreal and Halifax.

For more information see Domestic Services.

To use our Saturday delivery service, just follow these simple steps:
  1. Call Loomis Express by 3:00 p.m. on Friday. We can then alert the delivery branch of the incoming Saturday.
  2. For a delivery to a rural location, call Loomis Express by 1:00 p.m. on Friday. We will then verify that your destination is a Saturday delivery point.
  3. Complete a Loomis Express waybill, check off the Saturday Delivery box, and attach a Saturday Delivery sticker to all packages within your shipment.
For a full listing of Saturday delivery points, call us at 1.855.2LOOMIS (1-855-256-6647). Back To Top

What type of Track and Trace capabilities does Loomis Express have?

Loomis Express has designed a leading-edge parcel management system track and trace based on the hand-held computer used by all of our drivers. As the package moves through the coast-to-coast Loomis Express distribution network, vital information is scanned into the system at key locations.

Critical information regarding who has received your package and when, waybill and parcel numbers, along with proof of delivery and digitized signatures are accurately recorded. You can access this information online instantly, 24hrs a day, 7 days a week, from anywhere in the world, using our Track Now! application on this website.

For your convenience, you can view all shipments in one convenient table. Or, you can call one of our Customer Service Representatives at 1-855-2LOOMIS (1-855-256-6647) and they will track your shipment for you.

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Why do split/short shipments occur?

Although our team at Loomis Express works hard to make sure your package gets to where it has to go, and we have the technology to prevent mistakes from happening, a shipment may occasionally be delivered incomplete. There are two likely reasons: human error (misdirected package during sorting) or, if it is a dangerous goods shipment and must travel separately from all other freight, it may have been transported on a separate vehicle.

To track your package more easily, please ensure all your packages are marked with a barcode and contain complete address information, including postal/zip code. You can trace individual packages within a shipment using our Track Now! application on this website.

See Value-Added Services or our shipping Terms and Conditions to find out more about Dangerous Goods shipments. Back To Top

Why are residential deliveries sometimes a source of difficulty for a courier?

Delivering to people's homes is very different from delivering to a business address. Often the resident is not at home when the courier arrives, and is therefore unable to sign for receipt of a package. This creates an inevitable service delay, as we must attempt to contact the person by phone and arrange for a re-delivery. This is not only time-consuming and costly for the sender and the receiver, but also for the courier.

The easiest way to ensure that residential packages are delivered without delay is to write "NO SIGNATURE REQUIRED" in the instructions box. (Please note that this relieves the courier of responsibility for non-receipt of the package and should only be used for shipments of low value.) Back To Top

Does Loomis Express provide packaging for my shipments?

Loomis Express provides cardboard envelopes, plastic envelopes, mailbags, stickers and waybills for your shipments. Please see Ordering Shipping Supplies for a complete list of supplies available.

Whether you use Loomis Express packaging or your own, a Loomis Express waybill must be attached to each package in your shipment. When you ship a package using the Internet, a waybill will be printed off with a portion to attach to each package in your shipment.

If you wish to use Loomis Express supplies, you can order them at the same time as your pickup, and a Loomis Express driver will deliver them to you. Or, click on Ordering Shipping Supplies to place an order through our website. Back To Top

What documentation do I need to send shipments to international destinations?

A Loomis Express International Waybill must identify all shipments destined to locations outside of Canada. Non-document shipments (those that are not simply documents) must have the proper customs documentation for the destination country, or they will be held in Canada.

Loomis Express has created a convenient Commercial Invoice for commodity shipments.

***Please note effective April 7th, Loomis’s International Waybill has been changed to reflect the new addition of Time Definite International suite of services.***

For more information see How To Fill Out Your Waybill.

Although our representatives are extremely knowledgeable about the documentation and clearance procedures required by U.S. Customs and can advise exporters accordingly, failure to provide or correctly complete proper international shipping documents can result in lengthy service delays. These and other customs delays are beyond the control of Loomis Express, although we will do our utmost to advise you of the status of any delayed package.

Please see Terms and Conditions regarding shipment guidelines and restrictions, or contact a Customer Service Representative at 1-855-2LOOMIS (1-855-256-6647). Back To Top

What service guarantees does Loomis Express provide?

Loomis Express offers guarantees for the following services:
  • Loomis Express Domestic 9:00
  • Loomis Express Domestic 12:00
  • Loomis Express Domestic 18:00*
  • Loomis Express 9:00
  • Loomis Express 10:30
  • Loomis Express 12:00

See our Products and Services menu for the full range of services offered by Loomis Express.

See Terms and Conditions for more information on the service guarantees and restrictions.

*Guaranteed service will begin September 2008

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My driver was just here, but I forgot to give him another package. Can he come back?

A Loomis Express Customer Service Representative will quickly contact the driver to see if he/she can return to your place of business. If he/she cannot return immediately, a Customer Service Representative will re-schedule another pickup for you. Back To Top

Does Loomis Express offer same day delivery?

We do not offer a same day service, but we do offer Loomis Express Domestic 9:00 and Loomis Express 9:00 for next day delivery by 9:00 am and other time-critical services.

See our Products and Services menu for the full range of services offered by Loomis Express. Back To Top

What are your package size and weight restrictions?

DOMESTIC SERVICES:
Weight limit:
Maximum per piece: 68kg (150 lbs)
Size limit:
Maximum per piece: 91 x 61 x 180 cm (36 x 24 x 72 ins)
EXPORT SERVICES:

Loomis Express 9:00
Weight limit:
Maximum per shipment: 250 kg (550 lbs)
Maximum per piece: 25 kg (55 lbs)
Size limit:
Maximum length: 1 meter or 70 cm (27.6”) any one side
Loomis Express 10:30
Weight limit:
Maximum per shipment: Unlimited
Maximum per piece: 68 kg (150 lbs)
Size limit:
Maximum per piece: 96 x 71 x 157 cm (38” x 28” x 62”)
Loomis Express 12:00
Weight limit:
Maximum per shipment: Unlimited
Maximum per piece: 25 kg (55lbs)
Size limit:
Maximum length: Any one side - 1 meter More than one side 70cm (27.6ins)
Loomis Express Worldwide
Weight & Size limit:
Dependent on destination country, please refer to the Service Directory or contact Customer Service
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What is the cut-off time for my area?

Please see Drop-Off Locator for a complete listing of times and locations, or call one of our Customer Service Representatives at 1-855-2LOOMIS (1-855-256-6647). Back To Top

Do you ship COD?

Our Return Cheque Service is a great solution for shipments requiring payment for goods on delivery. In this case, a Loomis Express driver collects payment (in the form of a current or post-dated cheque, certified cheque, bank draft or money order) on delivery and returns it directly to you from anywhere in Canada. Back To Top

How do I find out when my package will arrive?

Our transit times vary depending on the destination of the package, and which service you choose. Please call 1-855-2LOOMIS (1-855-256-6647). Back To Top

If all the information is on the waybill, why do I still need to address the subsequent boxes that have "B" stickers on them?

This is a precautionary step taken just in case your packages become separated during the sorting process. By labeling the subsequent boxes that have "B" stickers on them, you will be assured your packages arrive safely. Back To Top

BOOKING A PICKUP

One of the easiest ways to book a pickup is doing it online at http://www.loomis-express.com.
You can also call 1-855-2LOOMIS (1-855-256-6647).

Pickup Details

Put in the address details for the location of the pick up.
All the fields with yellow bars beside them are mandatory.Back To Top

Fields of Concern

The Pickup Location Drop Down Menu
The Pickup Location drop down menu gives you a list of the usual places for picking up packages, i.e. Office, Mailroom, and Shipping/Receiving.

Email
When you book a pickup, you can have Loomis send you a confirmation of the actual pick up. This confirmation will be sent to the email you supply in this field. Back To Top

Shipment Details

All the specifics of your shipment will be entered here.
All the fields with yellow bars next to them are mandatory.

The following is a list of the fields you will have to fill out and a brief description of each.
Shipment Ready
Shipment Ready is the time your packages will be ready for pickup. In other words, this is the earliest the driver can pick up the packages.
Office Closing Time
Office Closing Time is the time your office will close. In other words, this is the latest the driver can pick up the packages.
Number of Pieces
This is the total number of pieces of all your shipments combined.
Weight
This the total weight of all the packages combined.
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Confirm the Pickup

When you are ready to confirm the pickup information, press the "Save & Go to Confirmation" button. This will bring you to the Pickup Confirmation page. Back To Top

The Pickup Confirmation

The Book a Pickup screen gives you a chance to confirm the information you supplied on the last page. Back To Top

Editing the Information

If the information needs to be changed, click on the "Edit" button of either the Pickup or Shipment section.

This will bring you back to the previous page where you can change what you need to change. Back To Top

Email Notification

Loomis can send you an email notification of the pickup.
It will use the email address you supplied in the previous screen.

To get notification make sure the "Please send me an email notification about this pickup" box is check marked. Back To Top

Finish the Booking

Press the "Book Pickup" button to schedule the pickup. Back To Top

Keep the Confirmation Number

Loomis will give you a confirmation number upon booking the pickup. Keep track of this number for future purposes. If you chose the email notification option, Loomis will send you this number as part of the email. Back To Top

Reschedule Delivery

If the driver could not deliver a package (i.e. nobody was home), he or she will put what Loomis calls a “Doorknocker” on your door. It has all the details you will need to either pick up the package at the local depot or reschedule the driver to redeliver the package.

Doing a Rescheduling

Delivery Information
The doorknocker has a specific number on it. You will need to put this number in the Delivery Information section.

Delivery Location
In the Delivery Location section put in the delivery address.

Shipment Information
You must put in the date that you will be able to receive the delivery. Back To Top

Confirming the Information

Before booking the delivery, you must confirm the information is correct. To do so, you must press the "Review and Confirm" button.
This will bring you to the Reschedule Delivery Confirmation Page.

If you need to make any changes press the "Edit" link in both the Delivery Information section or the Shipment Information section. This will bring you back to the previous screen to make the necessary changes. Back To Top

Book the Delivery

If the information you’ve entered is correct, press the "Reschedule Delivery" button, and the delivery will be made. Back To Top

Keep the Confirmation Number

Once you’ve booked the delivery, Loomis will give you a confirmation number. Make sure you write that number down. Back To Top

Customs/Commercial Invoice

The most basic of paperwork that must be included with any shipment going outside of Canada is the Customs or Commercial Invoice.

Customs Invoice vs. Commercial Invoice

Customs Invoice
The customs invoice is used when the items you are sending are not part of any kind of commercial transaction. For example, you are sending items as gifts, or you are sending samples. It is also known as the Pro-Forma.

Commercial Invoice
The commercial invoice is used when the items you are sending have been sold as a commercial transaction. For example, you are sending items that have been bought from you by a company outside of Canada. In other words, it is the invoice of the items being bought and sent.

The following is a list of the fields you have to fill out and a brief description of each. Back To Top

Invoice Details

Invoice Type
Choose if you are going to create a Customs Invoice or a Commercial Invoice.

Invoice Number
This is a number supplied by you for your own records. If you are filling out a commercial invoice, you could put the actual invoice number of the order for cross-referencing at a later date.

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Shipper Details

Company Name
This is the name of your company.
Name/Department
You can either enter your name here or your department name.
Address, City, Postal/Zip Code, Country
Enter your company’s address information here.
Tel./Telex No.
Enter your telephone number here.
VAT Registration No.
This is a tax number that most companies are given from their government.
In Canada it is the GST number. In the US it is the EIN, IRS, or Federal Tax ID number. In Europe it is the VAT number.
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Recipient Details

Company Name
This is the name of the company you are sending to.
Name/Department
Enter either the contact name of the person you are shipping to, or the department name.
Address, City, Postal/Zip Code, Country
Enter the recipient’s address information here.
Tel./Telex No.
Enter the recipient’s telephone number here.
VAT Registration No.
This is a tax number that most companies are given from their government.
In Canada it is the GST number. In the US it is the EIN, IRS, or Federal Tax ID number. In Europe it is the VAT number. You will have to get this information from the receiver.
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Shipment Details

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Air Waybill

Enter the Loomis air waybill number here. Back To Top

Terms of Delivery

The terms of delivery is the agreement signed between the consignee and the recipient on the responsibility of the shipment, including which one pays for any duties that may occur at the border. Loomis is concerned with only two terms, DDU or DDP. However, you can use more if you choose.
DDU
If there are any duties on a shipment, this determines the recipient pays for them.
DDP
If there are any duties on a shipment, this determines the shipper (you) pay for them.
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Total Gross Weight / Total Net Weight

In most instances these two weights will be the same. However, there will be the odd time that they will differ. For example, if you put all the shipments on a skid, the net weight value would be the total weight of the shipments without the skid, and the gross weight would be the total weight of the shipments including the skid. Back To Top

Package Details

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Number of Types

This is the number of different types of items you are sending. This is not the number of pieces or packages. For example, you may have four packages being shipped, but in the four packages you have ten different types of items. Ten is the number you would choose.

In the item list, enter the specific details of the items you are shipping.
Most of the fields are self-explanatory with perhaps the exception of the Customs Commodity Code. Back To Top

Customs Commodity Code

Also known as Harmonized Commodity Coding System (HS), this is not a mandatory field but a highly recommended one to fill out.

The HS is a classification of items created by the World Customs Organization. They grouped different items under a general type, i.e. electronics, and then gave these general types a code. Along with this code, there are secondary codes that are defined by the specific country for shipping and receiving the shipment. Back To Top

Currency

Fill in the currency type, i.e. CDN for Canadian currency, or USD for US currency. Back To Top

Declaration Details

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Reason for Export

There are three "Reasons for Export" recognized by Loomis, and they are as follows.
Permanent
The intention is for the package to go into the country and remain there.
Temporary
The intention is for the package to go into the country for a period of time but will be coming back to Canada eventually. For example, you are sending an item (like a laptop) to a different country to be repaired. It will be coming back when it has been fixed.
Re-import
The intention is for the package to be sent back to the country from which it came. For example, you are sending an item back on warranty. And instead of it being fixed, you will be sent a replacement item.
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Date

Enter today’s date. Back To Top

Name

Enter the name of the person who will be signing the custom or commercial invoice. Back To Top

Country of Origin

If the items being shipped are from multiple countries, enter "Various" in this field. Back To Top

Place and Date

Enter the place you are going to sign this document and the date you are going to sign this document on. Back To Top

Create the Invoice

Press the "Create Invoice" button. This will bring up a new internet browser window with the document for you to print. Back To Top

Transit Times

Calculating transit times is an easy task.
  1. Choose the Destination:
    From the drop down menu choose Domestic, US or International. Choosing the destination determines the availability of other fields, i.e. whether a postal code or a zip code field is required.
  2. Choose "Ship to" Country:
    This drop down menu will only appear if you choose International as a Destination
  3. Choose the Service:
    Choose from the following services:

    Domestic Services:
    Loomis Express Domestic 9:00
    Loomis Express Domestic 12:00
    Loomis Express Domestic 18:00
    Loomis Ground
    US Services:
    Loomis Express 10:30
    Loomis Express Worldwide
    Loomis Economy Select
    International Services:
    Loomis Express 9:00
    Loomis Express 12:00
    Loomis Express Worldwide.
    All international shipments can only go Express.
  4. Enter the Postal Codes:
    Put in the "Ship from" and the "Ship to" Postal Code/Zip Code.
Press the "Calculate Transit Time" button.

Rates

From the rate screen, you can either use the Rate Calculator to calculate your rates for any shipments, or you can use the Points of Service listing, which gives a listing of all the points in the world we ship to, or you can calculate Tariff Rates for any particular shipment.

Rate Calculator

Below is the list of the sections you have to fill out with a brief description of each. Back To Top

Non-Web Profile Users

If you are not logged in to your Web Profile, the Rate Calculator will only give Tariff rates. Back To Top

Ship From

Put in the postal code or zip code of the pickup location.

Usually it will be the same as the Ship From postal code in your Web Profile. However, if you are calculating the cost of an e-Return, the postal code or zip code should be of the location the package is going to be picked up from. Back To Top

Ship To

Fill in the information of the delivery address. For Canada, you need the province and the postal code. For US, you need the city, state, and zip code. For international destinations, you will need the country and the postal code. Back To Top

Packaging (Volumetric Weight Calculator)

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Adding the Weight

Because Loomis rates by the weight and not the piece amount, you only have to enter in the entire weight of the shipment. Back To Top

Calculating the Weight from the Dimensions

If you only have the dimensions of the package, or you think the weight calculated by the dimensions is going to be greater than the real weight, yet you don’t have the means to figure this weight out, you can use the Weight Calculator Loomis supplies.

Package Type
Choose either the Box or Tube from the drop down menu.

Service
The dimensional weight is calculated differently with each service. Select from the following services:
Domestic Services:
Loomis Express Domestic 9:00
Loomis Express Domestic 12:00
Loomis Express Domestic 18:00
Loomis Ground
US Services:
Loomis Express 10:30
Loomis Express Worldwide
Loomis Economy Select
International Services:
Loomis Express 9:00
Loomis Express 12:00
Loomis Express Worldwide.

Unit of Measure
Choose Imperial (pounds and inches) or Metric (kilograms and centimeters.)

Dimensions
  • For Boxes:
    If you chose Box from the Package Type drop down menu, you will need to put in the length, width, and height of the package.
  • For Tubes:
    If you chose Tube from the drop down menu, you will need to put in the diameter of the tube.
Press the "Set" button to bring the information back to the rate calculator page. Back To Top

Dimensional weight formulas for cubing

Cubing is a process that all courier and transportation companies use to ensure that rates charged for light and bulky shipments are adequate enough to cover the cost of the space it occupies on our planes and vehicles. Your shipment will be priced according to whichever is heavier – the actual weight or the cubic weight of the shipment. Back To Top

Calculating Cubic Weight For Shipments

  1. Calculate the volume of the package by multiplying, in inches, the length by the width by the height.
  2. Divide the volume by 1,728 (1 cubic foot).
  3. Multiply this answer by the cubic factor of 15 to determine the cubic weight. (A standard "cubic factor" is used by Loomis Express to best represent the weight of each cubic foot of space).
Cubic Weight Formula:
(length x width x height) ÷ 1,728 x 15 = cubic weight in pounds
Formula used for calculating cubic weight using the example shown:
  1. 30" x 17" x 12" = 6,120
  2. 6,120 ÷ 1,728 = 3.54
  3. 3.54 x 15 = 53.1 lbs.
53.1 lbs. = cubic weight in pounds
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Service

Service Type
Choose the service type, Ground or Express.

Value Added Services
Select any of the extra services you wish to apply to the shipment.

Value of the Package
If you want to insure the package, put the package amount in this field. WebShip will calculate the cost of insurance based on the amount you enter here.

e-Returns
If you are doing an e-Return rate inquiry, make sure this is checked. Loomis charges a small fee for this service. Back To Top

Display the Rate

When you press "Display Rate", an extra window will pop up with the rate information. Back To Top

Drop Off And Branch Locator

If you need to find the nearest branch, you can use the Drop-off Locator.

Search by Map

  1. Click on one of the provinces.
This will take you to a list of all the drop-off locations and branches in that province. Back To Top