Common Questions

What is freight classification?

    • Freight class is determined based on the National Motor Freight Classification (NMFC)
    • The freight category of your shipment is defined by the National Motor Freight Traffic Association (NMFTA).

Your shipment freight class:

    • Determines the carrier’s shipping charge(s)
    • Identifies the size, value and difficulty of transporting your freight

What if I do not know the freight class of my shipment?

    • Please call (800) 601-1855, and aFreight Horse Account Specialist  will establish your Freight Class and create a freight quote.
    • When calling, please have the following information:
    • – The dimensions (L X W X H) + dimensional weight of the shipment and/or packaging
    • – A description of the item(s)  being shipped

Please note:  A Freight Horse Account Specialist can assist you in verifying the dimensional weight.

What is dimensional weight?

Dimensional weight (dim weight): A standard formula utilized in the freight industry that calculates a package’s density for determines final ship charges. Transportation charges are based on the gross weight AND the dimensional weight of a shipment. The greater weight determines the shipping charge.


    • A  large box filled with books would most likely have the gross weight determine the transportation charge.
    • A  large box filled with helium balloons would most likely have the dimensional weight (dim) determine the transportation charge.

How do I calculate the dimensional weight (dim)?

Domestic Shipments: L x W x H (cubic inches) divided by 194 = Dimensional Weight (or divided by 7000 if Metric). For example: 25″ x 20″ x 10″ = 5,000 divided by 194 = 26 lb.

(Round up to the nearest pound)

Must the shipping weight be accurate?

Freight companies and carriers may need to re-weigh your item at any point during your shipment transport process. If an inaccurate weight is recorded,

your bill may be updated to reflect the carrier’s non-discounted rate for the difference, creating an increase in shipping cost.

What is the correct way to package shipments?

    • Please pack all shipments securely and properly to prevent damage.
    • Freight should be packaged in boxes or crates
    • When a pallet is necessary, stack boxes or crates on pallet and secure the items with banding, breakaway adhesive or shrink wrap.
    • Place labels on every freight piece.
    • Please call an Freight Horse Logistics Account Specialist with questions or concerns for packaging your shipment.  Improper packaging may decrease or nullify the carrier’s liability for damage claims or loss.

What is a Bill of Lading?

    • A Bill of Lading (BOL) is a legal document/contract between a shipper and a carrier.  It provides the driver and the carrier all the details needed to process the shipment and invoice it correctly.
    • All parties involved must have a copy of the BOL (buyer, seller and carrier).
    • It is imperative the Freight Horse Logistics BOL is signed and given to the carrier at the time of pick up.
    • Opting to use your own BOL will result in a void of the Freight Horse Logistics rate quote and the shipper shall be billed the full price direct from the carrier.
    • Always keep at least one copy of the Bill of Lading for your records.

What are Freight Horse Logistics credit terms?

    • Prepay first order
    • Standard terms: Net 15
    • A credit card on file is required, however,  it is not charged unless your account becomes a minimum of 15 days past due.
    • We gladly accept regular payments by credit or debit card with no additional fees.

What forms of payment do you take?

    • Checks
    • Money orders
    • PayPal
    • Major credit cards  (Visa, MasterCard, Discover  and American Express)

May I schedule a shipment for same day pick up?

    • Yes, however, it may not be guaranteed.
    • Allow a minimum four hour window  for the carrier to be dispatched to the requested location.
    • A carrier normally  delivers in the morning,  and pick ups after the trailer has been emptied.
    • It is not possible at this time for a carrier to specify a specific pick up time, however, morning or afternoon windows are available.
    • Please be flexible within your normal business hours.

Is my shipment insured?

The industry-standard liability cargo insurance coverage offered by all LTL carriers booked through Freight Horse Logistics is $0.10 cents per pound.

In addition, Freight Horse Logistics offers you the option to purchase supplementary freight insurance (during the freight quote and booking process).

What are accessorial charges?

    • Any additional services required outside of the standard shipping procedure  which incur additional fees from the carrier.

These include, but are not limited to, extra services such as:  Inside pick up and/or delivery, lift gate service, residential pick-up or delivery, trade show, redelivery, appointment, hazardous materials and etc.

My Shipment arrived incomplete or damaged, how do i file a claim?

    • If visible upon receipt of shipment, please note the shortage or damages on the delivery receipt/that you sign when your shipment was delivered.
    • Notify Freight Horse Logistics immediately of the shortage or damages.  See below for the Claim Department contact information.
    • Since there are strict time limits in which to file a claim for loss, please notify Freight Horse Logistics within 48 hours.

Claim contact information:

    • Send an email  to info@freighthorse.com
    • Include the shipment waybill number + your contact information
    • A Freight Horse Claims Manager will contact you with further instructions.

Additional Claim information:

    • Throw nothing away
    • Keep all inner and outer packaging materials and documentation
    • Depending on the amount of the claim or the commodity the claims adjuster may want to inspect the shipment packaging material and documentation. Without them the claims adjuster may find cause to reject your claim.
    • Take pictures to support your claim.

(Pictures are not enough for a Claim Adjuster, remember to keep the packaging)

Freight Horse will act as a liaison to assist you  in claim processing and filing the necessary paperwork.

Freight Horse cannot guarantee all claims will be accepted from the shipping company.