What Customers Should Expect From Today’s Freight Shipping Experience

And How To Manage Your Expectations When Shipping Freight

(Especially now with De-minimis (Section 321) clearance gone)

If you know what a good experience looks like, what’s normal, what’s optional, and what’s truly “extra”, you make better decisions and avoid extra charges. Below you’ll find how to set your expectations around service, pricing, and ETAs (Spoiler: They’re just estimates, not guarantees), plus what to expect now that Section 321 clearance is gone and shipping into the USA got slightly more annoying. And lastly, we’ll close with how Freightera can help you with it all. Here’s what the “good” looks like.

Before you book

When getting rates online, you should expect instant, comparable quotes. You should have either LTL or FTL options and the carrier rates listed clearly, with clear service levels and surcharges included up front.

Prices depend on weight, dimensions/density (LTL class), distance/route, accessorials (liftgate, residential, appointments), and seasonality. Enter these correctly to avoid reweigh/reclass fees.

Pickup windows are windows, not exact pickup times and dates. Carriers do pickups during specific windows. Namely, pickups are done between noon and 5 PM (deliveries are done in the morning, so trucks are empty in the afternoon for pickups) Tight “must-hit” timeframes require appointments or guaranteed services which mean additional charges and usually aren’t as widely available. Our team would be happy to help you find a carrier that provides such services, if you happen to need them.

After you book

Every savvy shipper asks about tracking with meaningful, timely updates. Milestones like “picked up,” “in transit/terminal,” and “out for delivery” should be updated without you chasing them.

Freightera’s bread and butter are proactive communication and updates. Weather, terminal backlogs, and capacity shifts happen. You should hear about any changes early, and we’ll happily present you with options should the need arise.

Professional pickup and deliveries. Drivers expect freight to be packaged/crated, labeled, and forklift/loader-ready unless you added a liftgate or inside service. In order to make sure the shipping experience goes smoothly, do everything you can on your end to make sure that happens!

Claims & support

In case of issues, make sure to keep as detailed record as possible at pickup/delivery. Note issues on the delivery receipt (POD), photograph packaging and contents, and start claims quickly. It’s important to inspect your cargo at delivery carefully as concealed damage claims are slowly going away.

Standard LTL liability is limited (generally to $2/lb of cargo); high-value items need declared value and it’s recommended to get additional cargo coverage.

ETAs vs. guaranteed delivery

ETA stands for estimated time of arrival. The key word being “estimated”. The ETAs reflect typical terminal-to-terminal times based on current capacity. Weather, inspections, line-haul congestion, all the way to even the consignee’s availability to receive freight can shift the  pickup/delivery dates.

Guaranteed options exist and can be requested for a fee and with strict restrictions, packaging, and accessorial rules. Read the fine print! Guarantees usually don’t cover force majeure or receiver-caused delays.

It’s good practice to plan buffers around critical deliveries, especially before events, installs, promotions, etc.

What drives your quote (and your final invoice)

The weight, dimensions, and density/class (for LTL in the USA) of your shipment are primary factors for determining the rate, as well as the pickup and delivery locations, of course. A few inches can bump you into a new price tier, so try to stick ti the standard dimensions and weight if possible (48 x 48 x 48 inches and 500 lbs per pallet).

Accessorials such as liftgates, limited access locations, appointments, inside pickup/deliveries, waiting times are also substantial contributors. If you select these options during quoting, you’ll get an all-inclusive rate at Freightera. No hidden fees.

Fuel surcharges and capacity cycles are the most common reasons why rates fluctuate.

If the actual details of your freight differ from the BOL (reweigh/reclass, extra handling), carriers will adjust the rate. Accurate data prevents surprises, and Freightera’s Rate Defense™ protects you from unfair carrier charges. However, if the charges are fair, your invoice will reflect that.

Tip: photograph the packed freight next to a tape measure/scale, and save the images with your order. It could help resolve disputes faster and in your favor.

Cross-border shipping after Section 321

Duties & taxes now apply. Yes, even for low-value goods, so expect tariffs and taxes based on HS classification and declared value of your goods.

Standard customs entry has replaced de minimis release. Make sure to budget for brokerage fees and any partner fees.

Commercial invoice, HS codes, country of origin, and accurate values are mandatory every time, so make sure to look ahead and have them ready for clearance. Missing customs documentation is a common reason why freight gets delayed at the border.

Transit times can extend. Border inspections and classification checks add variability. Treat ETAs as estimates (which they are) and plan ahead.

What you should reasonably expect from your provider

• Clarity up front. A quote that spells out, included accessorials, a transit estimate, and how rate adjustments work.
• Lane-level guidance. Heads-up on known hot lanes or seasonal slowdowns.
• Cross-border help. Not legal advice, but practical guidance on documents required and referrals to qualified customs partners.
• Sustainability options. Access to lower-emission choices (e.g., rail or SmartWay carriers) where they fit your timeline and budget.
• Responsive support. Humans who can help or escalate situations with carriers and offer alternatives (reconsign, terminal hold, appointment changes, etc.).

How Freightera helps

Instant LTL and FTL quotes across in the USA and Canada, including cross-border. Compare carriers and services and book in a click.

Transparent pricing with Rate Defense™ is our work from behind the scenes to keep your rate consistent with what you were quoted when details match—fewer surprises and clearer invoicing.

Where it fits, choose lower-emission options, including rail and SmartWay® carriers to cut footprint without adding friction. Luckily for everyone, the greenest option (rail) is usually the most affordable option as well!

We’ll help you navigate the murky waters of cross-border shipping. We’ll make sure you’re informed about what to prepare and connect you with a reputable broker partner if you need them.

Real-world ETAs.

We present estimated transit times from the get-go, so you can plan buffers for critical deliveries.

Need appointment delivery, tailgate, or limited-access service? Tell us up front and we’ll show you to the right options and helo you avoid rebills.

Flexible payments (optional). Prefer to keep cash flow light? You can ship now, pay later with Tabit.

Bottom line

A smooth shipping experience is transparent, proactive, and realistic (about timing, pricing, service, everything). Freightera brings clarity to each step with instant and all-inclusive quotes, Rate Defense™, greener options, and practical cross-border guidance, so you can plan with confidence.

Ready to move your next load?

Get a free quote, register, or contact us with any questions you may have!