Sharing Volume Forecasts

Submitting Forecasts to Veho

Veho requests volume forecasts from shippers as part of our partnership. Volume forecasts are essential for our planning purposes, enabling Veho to prepare for the unloading and delivery of packages in a timely manner. Shippers with regularly fluctuating volume should submit volume projections weekly for the following week. Shippers with stable weekly volume may be approved to submit quarterly forecasts. Forecasts must  be emailed to logistics@shipveho.com

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Alerting Veho to Promotions

Veho requests shippers provide at least 2 weeks notice of promotions that are likely to lead to an increase of >35% in weekly volume, so that our teams can prepare to best serve your business during promotion related volume fluctuations. Please also share annual or seasonal promotional calendars if available. Notice of promotions can be sent to your Account Manager. 

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Securing Freight 

Securing freight in a trailer can look different for each load. Veho seeks assurance from shippers that freight is loaded into a trailer with the confidence and consideration to ensure there is no risk to those unloading or the freight itself. Veho follows all OSHA and Department of Transportation requirements, and expects shippers that utilize Veho service to have their own processes in place to abide by those regulations.

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Veho asks the following protocols be adhered too:

• Load Straps - always use load straps to secure the freight at the tail of the trailer. 
• Fluid loaded trailers - create divider walls using flat corrugated boxes (gaylords), securing each wall with a load strap. For a full fluid loaded trailer, the reasonable quantity of divider walls is three, with the third being at the tail. This will prevent the freight from falling or shifting during transit and unloading.
• Pallet build - pallets are to be built with the heaviest freight at the bottom to mitigate damage to lighter freight. Ensure packages on the pallet are stacked securely and evenly to provide a stable base.
• Pallet height - not to exceed 6 feet, inclusive of pallet height. 
• Shrink wrap - Make several wraps around the base of the pallet and load to ensure a strong grip and to secure the load to the pallet. Maintain tension in the wrap while wrapping to create a tight, secure fit. Ensure each layer overlaps the previous one by 50% to prevent gaps or weak points. When reaching the top of the pallet, stretch the wrap around the top corners to further contain the load. Wrap the base again to reinforce the entire structure. 
• Filling space in a trailer above a pallet - given a typical trailer height is 9 feet and height of pallet is 6 feet, there is 3 feet of available space for packages. If the 3 feet of space is utilized, a wall with load straps must secure the fluid loaded freight. 
• Trailer Seals - The use of trailer seals mitigates risk to the client and Veho. The Client is responsible to seal the trailer prior to turning over the route to the driver, documenting the seal number on the BOL. 
  
  • In the event that a trailer arrives at a Veho facility with a broken seal, Veho will gather the BOL, the driver’s license, and any other notes or relevant information. Veho will confirm the container count matches the BOL. Veho will notify the shipper.  
• Hazmat - all approved limited quantity Hazmat freight must be identified with a Hazmat sticker on the package per OSHA standards.
• Liquid freight - All liquid freight to be individually secured with a liquid containment bag within the package. 

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Veho reserves the right to refuse, or return at the shipper’s expense, any loads that are not safe for our teams or affiliates to receive.

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Use of Veho Carrier Equipment for Loading

Veho carriers provide equipment to facilitate safe trailer loading, such as nets and safety bars. It is the responsibility of the shipper to utilize the safety equipment for safe trailer loading. Equipment is provided as-is. Shippers are expected to return all equipment back to Veho carriers for reuse. 

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Additional Handling

In the event that extra processing time is required due to poor load quality, Veho may apply a special handling fee per package. For more details on Additional Handling fees, click here.

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Packaging Guidelines

Content of packages must be fully enclosed in either a cardboard box or polybag. It is the responsibility of the shipper to ensure that contents are safely enclosed for travel. Any package that contains liquid with the risk of seepage should be packed in a secure bag within the package.  Veho is  not responsible for repackaging or sealing open boxes or bags. Veho does not carry packaging materials at any of our facilities. 

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Proper Labeling 

Veho labels must be printed clearly and placed appropriately to ensure scannability. Shippers are asked to ensure that label printheads are functioning properly and with adequate ink to ensure labels are recognizable to scanners. Shippers are asked to place Veho labels independent of other labels to ensure efficient processing. For example, a Veho label should not be placed directly beside another barcode label. Preferably, Veho labels should be placed independently on one side of the parcel. 

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Veho can not service packages with unscannable labels. Packages with unscannable labels will either be returned to shipper at shippers expense, or disposed of at shippers expense, depending on the contents. There may be cases where Veho can identify the tracking information and print a label for the package. Veho can not accommodate this at a large scale, and it is the sole discretion of Veho whether to alter operations to print out a label for an unscannable package. Label printing is not guaranteed and may not be possible at all processing facilities or in all circumstances. 

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Hazmat identification must be printed on each label for any package that contains Hazardous Materials. 

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Size Limitations

Packages that meet any of the below criteria are oversized and may not be shipped using Veho services: 

• Exceeding 48 inches in length
• Weighing over:
  
  • 50 pounds for Ground Plus 
  • 25 lbs for Premium Economy 
• With volume greater than 5.7 cubic feet, or
• Requiring more than one person to handle 

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Orders that meet any of the criteria are oversized and Veho systematically rejects oversized orders. Should a package arrive at Veho’s facility that meets the criteria above, it is at the sole discretion of Veho to arrange for delivery of the package or return the package to the sender at the shipper’s expense. Packages that meet any of the criteria above are subject to an Additional Handling fee in addition to delivery and/or return fees. 

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Perishables 

It is the responsibility of the shipper to ensure packages containing perishables are packaged to remain at appropriate temperature without refrigeration and/or temperature controlled environments. Veho does not require or provide temperature control for the transportation of goods at any stage of package journey. Veho does not operate temperature reading equipment, and will not determine viability of perishables via any method. 

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Shippers need to consider Veho’s operational calendar when shipping perishable goods on or around holidays. Perishable parcels that are tendered to Veho where a federal holiday is between tender date and estimated delivery date, may be disposed of due to expiration during this time and are not eligible for restitution. 

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In most cases, Veho will dispose of packages containing perishables if they have not been delivered and are still at a Veho facility greater than 1 day past originally intended delivery date. Veho will ultimately defer to the shipper for guidance on when to dispose of a package containing perishables. 

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Prohibited Commodities and Hazardous Materials 

Shippers may not use Veho Services for parcels containing certain Prohibited Commodities, such as fireworks and explosives, animals,  currency and currency-like instruments,  infectious and suspected infectious materials,  any item whose handling or transportation is prohibited by federal, state, or local law, statute, or regulation, for any reason, in a state where it is intended to be transported, firearms and ammunition, wet, leaking, odorous, off-gassing (e.g., dry ice) parcels, controlled substances as defined in 21 U.S.C. § 802(16) . 

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If approved, Veho may accept a limited quantity of hazardous or regulated materials and substances regulated under applicable law, including Title 49 of the Code of Federal Regulations (“49 CFR”) in small/limited quantities qualified as exceptions under applicable law. An approval process and agreement between Veho and the shipper is required to ship these, and shipper is responsible for applying appropriate labeling and adhering to all obligations under the law related to shipping those products. If Veho is managing the pickup, limited quantity hazmat may not exceed 1,100 pounds per truck. For more information, contact your Account Manager. 

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Injection and Pick Up Policies 

Bill of Lading (BOL) Requirements

Veho follows all regulations and standards required by law that are applicable to its business. As such, Veho requires shippers to prepare and issue a Bill of Lading that meets all Federal Motor Carrier Safety Administration (FMCSA) requirements. BOLs are legal documents and the information required from the shipper to meet government requirements is non-negotiable. For reference, FMCSA requirements for BOLs can be found here. BOLs must include in and out times so as to avoid any disputes over detention duration. BOLs should also include pallet count and/or package count (if floor loaded). 

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Injecting into Veho facilities

Veho and shippers will work together to establish agreed upon injection windows that suit both parties. Injection windows are typically 1 hour. Dock doors are limited, so Veho may not be able to receive injections that arrive before the agreed upon injection window until the scheduled time. Unloading will occur within the injection window. Veho can not guarantee that unloading will begin immediately at the start of the injection window.

If a truck arrives after the injection window, but prior to sort cut off, the truck may still be unloaded but Veho may roll scheduled delivery dates to the following day. This delay will not be considered a Veho fault, and it will not be considered late. If a truck arrives after the sort cut off time, it will be unloaded the next shift, at the sole discretion of Veho. 

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Safety is of the utmost importance, and we expect shippers utilizing Veho services to partner in ensuring a safe and secure environment for all parties. 

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Your first mile drivers can expect the following procedures at all Veho facilities:

1. Upon Arrival: The driver needs to check in with the dock clerk to receive a door assignment for trailer. 
2. Upon docking the trailer: Veho will chock the back tire, secure gland hand locks on the air lines of the trailer, and ensure the seal matches the BOL. The truck keys will be handed to the Veho dock clerk. 
3. Unloading: The Veho crew will unload the trailer. 
4. Undocking: Veho will remove the chock from the back tire, and remove gland hand locks on the air lines of the trailer, and return truck keys after safety procedures have been completed. 
5. Truck Release: The driver is cleared to depart. 

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It is Veho’s goal to unload trailers safely and efficiently. Trailers that are floor loaded, fluid loaded, and/or without the correct safety equipment in place will take more time to unload. Veho recommends that trailers always utilize the guidelines outlined in the “Securing Freight” section to ensure contents can be unloaded both safely and quickly.

Loads that are not secured correctly may be deemed a safety risk and require escalation prior to determining how to unload, thus taking more time. Shippers should anticipate extended unloading times, and potential Additional Handling fees, for freight that is not properly secured. 

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Cancellations & Pick Up Schedule Changes

It is the responsibility of the shipper to provide Veho with as much notice as possible for cancellations and facility closures. Cancellations to Veho managed pick ups that are made with less than 24 hours notice are subject to applicable fees. Shippers should work with their Account Managers on all advance notice cancellations. Should a cancellation be required with less than 24 hours notice, the shipper should send notice via email to logistics@shipveho.com. 

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When a cancellation is required, the shipper should provide a pallet and package count to the Veho team. This allows Veho to flex planning and continue to operate a best in class service with competitive pricing.  

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Veho expends resources, time, and cost for scheduled tenders. As such, charges for cancellations with less than 24 hours notice are not reimbursable even if a tender occurs at a later time. 

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On Demand Pick Up

Shippers may request additional pick ups outside of those regularly scheduled by contacting their Account Manager. To request additional pick ups with less than 24 hours notice, shippers should contact logistics@shipveho.com. Additional pick ups requested with less than 24 hours notice are considered On Demand Pick Ups, and will incur applicable fees. 

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Missorts

Missorts are packages that were intended for either a) another Veho facility or b) a non-Veho carrier. Veho will work to arrange transportation of bulk package missorts at shipper’s expense.  Veho will reach out to the shipper for approval via email before arranging transportation for non-Veho packages. Shippers must respond to Veho within 24 hours. After 24 hours, Veho will return packages to shipper at shipper’s expense per Veho’s standard return to sender process, if contents are not perishable. If contents are perishable, Veho will dispose at shipper’s expense. 

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Shipment Readiness

Parcels must be ready for tender to Veho at scheduled time. Veho expects drop trailer pick ups to be facilitated within 30 minutes of appointment time, including trailer drop off and pick up of pre-loaded trailer. Shipper is responsible for providing a truck level manifest to Veho 24 hours ahead of tender, or upon truck departure if the tender location is a Veho facility. If parcels are not ready for tender at scheduled time, Veho may elect to reschedule service pick up, and the original delivery estimate may be changed based on the actual time of tender. 

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Containers should be retained for no greater than 2 hours after scheduled tender. Shippers will be assessed applicable fees associated with detention. 

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Unexpected Volume or Injections

Veho works with shippers to understand package volume fluctuations and injections to best support shipper operations. As such, Veho expects shippers to partner with Veho to ensure operational preparedness. In the event that Veho receives unexpected injections or is asked to accommodate last minute unplanned pick ups, Veho will determine whether processing that freight may lead to downstream operational risk. Veho may delay processing of the packages until the next day or when operationally feasible. Veho works diligently to flex with the needs of shippers, but reserves this right to delay or deny unexpected volume, without those packages being considered late, when necessary in order to continue operating a best in class service. 

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Exceptions Management

Unserviceable Parcels

In the event that a parcel cannot be delivered due to no fault of Veho or the third party carrier, that parcel will be considered “unserviceable.” Common reasons a package is deemed unserviceable are outlined below. This list is non-exhaustive, and parcels are assessed as unserviceable at Veho’s discretion. 

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• Unscannable Label
• Address is not within the service area where parcel is received 
• Invalid Address
• Tendered Damaged 
• Cancellations outside of cancellation window
• Refusal of Delivery
• non-Veho parcel
• Unsafe Conditions 
• Packages intended for military addresses, PO boxes, or freight forwarders
• Address inaccessible at time of delivery attempts
• Any other reason a delivery can not be made due to no fault of Veho or its carriers

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Veho expends resources, time, and cost for all packages received, and shipper is responsible for all fees associated with unserviceable parcels. In the event a package is unserviceable, Veho will either arrange for return or dispose, depending on package contents, at the expense of the shipper. 

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Damages

Packages that are damaged beyond minor transportation wear and tear and deemed too damaged for delivery will either be returned to shipper, or disposed of if perishable. Veho does not arrange for the return of packages containing perishables. Common reasons for packages being declared damaged beyond being serviceable include, but are not limited to, punctures, leakage, crushes, and open packaging. 

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Return to Shipper  

As stated above, if a package is unserviceable and contents are not perishable, Veho will generally arrange for the return of the package to the shipper. The shipper should provide Veho with the appropriate return address. Veho may consolidate small parcels into singular packages to send utilizing one return barcode. Veho utilizes UPS for return shipments on a weekly basis. Packages that are pending return will have the “pendingReturnToClient” scan event, packages that have left the Veho facility will have the terminal milestone scan event “returnedToClient”. 

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Disposal 

If a package containing perishables is unserviceable, Veho will dispose of the parcel. For packages that must be disposed of due to damages that are no fault of Veho, the shipper is responsible for the associated costs. 

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Lost Packages

Veho acknowledges that in the regular process of receiving, sorting, and transporting packages, there may be occasions when a package is lost in transit. Veho facilities teams are equipped with a robust operational guide to mitigate this risk, and in the event that a package is lost, the teams will follow standards for locating the package. In the event that a package is lost in transit and can not be located, the package will be marked as “misdelivered” in the scan event history, with the description “LostinTransit”.

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Rollovers

There may be situations where it is necessary for Veho to reassign delivery dates. Depending on the scenario, these packages may or may not be deemed delayed. Rollovers refer to a cohort of packages where the delivery date was moved to the day following the originally scheduled delivery date. It is at the sole discretion of Veho to determine when a rollover is necessary in order to continue operations. Veho will notify the shipper of rollover events. 

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Exception Codes 

Link to API Docs

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Service Disruptions

A Service Disruption may occur due to a variety of events that require Veho to pause operations either for safety or ability to perform services. 

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During any service disruption, Veho will use reasonable efforts to communicate prior notice to shippers to mitigate impact for both parties. Veho will provide updated times for completion of services, and updated hours of operation. 

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Types of Service Disruptions 

Weather 

In the event that severe weather creates unsafe conditions for Veho and its affiliates to perform services, Veho may delay or suspend services until it is safe to resume operations. It is in Veho’s sole discretion to determine whether severe weather conditions are impactful enough to delay or suspend operations. 

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Force Majeure

In the event that performance by Veho is impacted by any cause beyond reasonable control, Veho may suspend services until performance can be appropriately resumed.

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