Delivery Terms

01Dispatch Hours

Dispatch hours are Monday–Sunday, 6:00 AM–8:00 PM. Quotes, scheduling, and standard pickups are handled during these hours.

02Emergency Service Availability

Emergency service is available 24/7. Availability depends on driver and vehicle capacity at the time of the call, and dispatch will confirm before a run is committed.

03Premium After-Hours Pricing

After-hours emergency dispatch is available. Premium rates may apply between 8:00 PM and 6:00 AM. After-hours premiums are disclosed at the time of quoting whenever the run is scheduled in advance.

04Wait Time Policy

A reasonable grace period is included at each stop. Beyond that window, wait time is billed in increments and added to the final invoice.

If a driver is held significantly beyond the scheduled window, dispatch may need to reassign the run to protect other committed deliveries.

05Failed Pickup

A pickup is considered failed when the freight is not ready, no authorized person is available, the location is inaccessible, or the shipment does not match what was quoted.

Failed pickups may be billed at the dispatched rate to cover the miles and time already committed.

06Failed Delivery

If a delivery cannot be completed because the location is closed, no authorized recipient is available, or the consignee refuses the shipment, dispatch will contact the customer for instructions.

Redelivery, return to origin, or holding the freight are billable as an additional run.

07Signature Requirements

Deliveries are completed with a recipient signature by default. Release without signature is only performed when the customer instructs it in writing, and the risk of loss transfers to the customer at that point.

08Proof of Delivery

Proof of delivery includes the recipient name, delivery time, and where appropriate a photo of the delivered items. POD is provided on request and retained for account customers as part of the service record.

09Customer Responsibilities

• Have freight packaged, labeled, and staged before the driver arrives.
• Provide accurate contact information for both ends of the run.
• Supply access details such as gate codes, dock numbers, and suite numbers.
• Disclose handling, licensing, or temperature requirements in advance.

10Weather Delays

Florida weather can shut down routes without notice. During severe weather, hurricane preparations, or flooding, driver safety takes priority and delivery windows may be adjusted or suspended. Dispatch communicates status changes as they happen.

11Traffic Delays

Routes are planned with realistic drive times, but crashes, construction, and bridge or interstate closures can extend a run. When a window is at risk, dispatch notifies the customer with a revised ETA rather than letting the deadline pass silently.

12Claims Process

Claims should be submitted in writing to info@neverstilltransport.com within seven (7) calendar days of delivery, and must include the run date, pickup and delivery locations, a description of the loss or damage, supporting photos, and documentation of value.

We investigate each claim against the driver record, POD, and any photos taken at pickup and delivery, and respond with a determination as promptly as possible.

13Damage Reporting

Visible damage must be noted at the time of delivery on the signature record or reported to dispatch the same day. Concealed damage should be reported as soon as it is discovered, with packaging retained for inspection.

14Communication Expectations

You reach a person, not a ticket queue. Dispatch confirms pickup, driver assignment, and completion, and proactively contacts you when anything about a run changes.