The Custom Companies, Inc.

Los Angeles310-672-8800

Chicago708-338-8888

Customer FAQs

1. What makes The Custom Companies Inc. different than other transportation companies?

a. The Custom Companies is a Full Service Transportation Provider committed to anticipating and meeting our customer’s requirements since 1986. We provide safe, reliable, and prompt quality Transportation Services while focusing on the continuous improvement of those services. The Custom Companies Inc. strives to meet and exceed the objectives of our ISO 9001:2008 Certified Quality Management System.

2. What points does Custom service?

a. The Custom Companies Inc. offers Less than Truckload (LTL) service to all points in North America, including Hawaii, Alaska and Puerto Rico. The Custom Companies Inc. offers 48 State Full and Partial Truckload Service and also services Canada and Mexico. The Custom Companies Inc. offers Air Freight and Expedited options throughout the World though Custom Global Logistics LLC. We also offer Direct Mail Services through Choice Direct Logistics Inc.

3. How does Custom’s LTL service compare to other National and Regional LTL carriers?

a. The Custom Companies Inc. transit times are among the best in the industry regionally and nationally. We utilize our own direct line haul system that eliminates break bulks and the multiple handling of LTL shipments. This direct line haul system has a direct impact on reduction in damages and claims which results in one of the lowest claims ratios in the industry. Simply put, by handling your shipment less we improve transit times and reduce the amount of exposure to loss and damage.

4. What are Custom’s hours of operation?

a. The Custom Companies Inc. is open 24 hours a day, 7 days a week, and 365 days a year.

5. What technologies does Custom offer to make my job easier?

a. The Custom Companies Inc. World Class technologies begin with our customer designed and developed website www.customco.com. Powering the website is our robust back end software enhanced by our Cheetah Dispatch Software. Cheetah is dynamic routing software that optimizes pickups and deliveries for our fleet of late model equipment. Our drivers carry hand held tablets, continuing our environmentally minded efforts to eliminate unnecessary paperwork. Once your shipment is picked up, our zip code driven Dock Management System (DMS) routes your shipments quickly and efficiently, eliminating misrouted and misloaded shipments. Our Warehouse Management System (WMS) offers complete visibility of your inventory on a piece level and works in conjunction with all other systems to ensure seamless movement through delivery with real time status updates. Our robust system capabilities include all forms of electronic communication and invoicing including Full EDI capabilities of all transaction sets and web based XML. Invoices can be sent electronically or via email, another in our efforts to “Go Green.”

6. What web-based features does Custom offer?

a. The Custom Companies Inc. has been at the forefront of Technology in the Transportation Industry for nearly three decades. We pride ourselves on the fact that our website www.customco.com was designed entirely from the needs and feedback from Our Valued Customers. Our Customer Created Web-Based Technologies provide our customers with state of the art real time information on every shipment in our system. We continue to upgrade the user function and feel in a never ending quest for Continuous Improvement. Some of the key features include effortless Quoting, Pickup Request and Bill of Lading request; Real Time Tracking and Tracing; Robust Accounting; Detailed Customized Online Reporting that can be scheduled to be sent Daily, Weekly or Monthly; and My Analytics which include Comprehensive Detail of shipments by Destination, Customer and any Time Period requested.

7. What is Custom’s local service area in the Chicago and Los Angeles Metropolitan Areas?

a. Custom services a 100 mile radius of the Chicago and Los Angeles Metropolitan areas. In Chicago, this extends North past Milwaukee, Southeast past Crown Point, IN, Southwest past Joliet and Northwest past Harvard. In Los Angeles our service area extends East past Fontana, South past Laguna Niguel and North past the Simi Valley.

8. How many trucks does Custom have in the Chicago and Los Angeles Metropolitan Areas?

a. Custom operates 105 local pickup and delivery trucks in Chicago and more than 45 in Los Angeles in addition to our over the road fleet in excess of 500 trucks.

9. If I begin shipping with Custom, who will be my primary point of contact?

a. In addition to your Territory Manager, who is available 24/7/365, you will be assigned to one of our Customer Service Gold Teams who will be your primary point of contact for any freight need you may require.

10. How do I contact my Territory Manager?

a. Every Custom Territory Managers is equipped with a Smart Phone and is available via phone, email or text message. If you are new to Custom or have forgotten your territory manager, click here.

11. With Custom’s multiple service offerings, how do I optimize my freight quote based on service and price?

a. With Custom’s many service offerings, there are often times where multiple levels of Service can be utilized. If you have a question regarding which Service is best for you, contact your Territory Manager to assist with your specific needs.

12. Who do I contact to get a Less than Truckload (LTL) Quote?

a. Quotes can be obtained instantly using your account specific pricing on www.customco.com or by calling one of our customer service team members at 708-338-5201.

13. How do I determine my freight class?

a. Freight class varies by commodity. For density based items, please use our Density Calculator under “Requests.” At www.customco.com If you have a question or concern, please do not hesitate to reach out to your Territory Manager or one of our seasoned team members to determine the proper classification of your freight.

14. Who do I contact to get a Partial Truckload or Full Truckload (TL) Quote?

a. Partial and Full Truckload quotes can be obtained by calling 708-338-5376 or by emailing, calling or texting your Territory Manager.

15. How long are quotes valid for?

a. Less than Truckload (LTL) and Local Cartage quotes calculated according to your published pricing program are valid for 30 days. Spot quotes are valid for 7 days.

16. Does Custom handle shipments to Canada? What documentation is required for shipping to Canada?

a. Yes, Custom handles hundreds of shipments a week to customers throughout Canada. Documentation to ship to Canada includes a Certificate of Origin, Commercial Invoice and NAFTA (if applicable). Every shipment also requires a Customs Broker, which is typically supplied by the customer in Canada. These documents can be found under “Forms” and must be completed, including broker information prior to shipping.

17. Does Custom handle hazardous materials shipments? What documentation is required for shipping Hazardous Materials?

a. Yes, all Custom drivers are certified to handle Hazardous Materials. Custom handles all Hazardous Materials except Class 1.1 Explosive Materials, Class 1.2 Explosive Materials, Class 1.3 Explosive Materials, Class 1.5 Explosive Materials, Class 2.3 Inhalation Hazard, Class 6.1 Inhalation Hazard and Class 7 Radioactive Materials.

18. Can Custom arrange shipments coming inbound from other points in the U.S.?

a. Yes, Custom can handle shipments going to and from every point in the United States including Alaska, Hawaii and Puerto Rico.

19. What are Custom’s standard payment terms?

a. 30 Days

20. Does Custom offer electronic invoicing?

a. Yes, Custom Supports Full Electronic Invoicing via EDI, Email, XML or any other format desired, please contact our Accounts Receivable Department at 708-338-5380 or your Territory Manager to “Go Green.”

21. How does Custom handle issues that arise in transportation of my merchandise?

a. Every customer is assigned to a Customer Service Gold Team that proactively monitors each and every shipment. We work with you and your Customers to identify issues and resolve them as proactively and timely as possible. In the unlikely event of a freight claim, we will work diligently to rectify the situation as soon as possible to the satisfaction of you and your customers.

22. Can Custom provide packaging guidelines and requirements for my shipments?

a. Packaging guidelines for safe LTL transportation are established and maintained by the National Motor Freight Traffic Association (NMFTA) and published under Item 180 of the National Motor Freight Classification (NMFC). Custom is also able to arrange a packaging expert to verify and inspect your packaging at your place of business.

23. What is Custom’s claims ratio for Less than Truckload (LTL) shipments?

a. 0.2% - Less than one quarter of one percent!

24. What is Custom’s claims ratio for Truckload (TL) shipments?

a. 0.1% - Less than one tenth of one percent!

25. How do I file a freight claim?

a. In the unlikely event of a freight claim, please complete the “Claims Form” which can be found under “Forms.” Due to our exceptionally low claims ratio, our resolution time is below the industry average.

26. How do I obtain Custom’s certificate of insurance?

a. A copy of our certificate of insurance can be obtained by calling 708-338-8888.

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