Our office is staffed 24/7!!!! Regular office hours are Monday to Friday from 6am-6pm, and Saturday to Sunday from 7am-4pm. Outside of these office hours, we have an evening dispatch staff. As a part of the Customer Service Department, they receive and reply to Customer and Carrier phone calls and emails and assist with any required updates; evening loading, in-transit & delivery procedures; and troubleshooting.

We use any and every way to keep in touch with all of our Customer and Carrier partners. All of our staff members have cell phones and email; we also use ms messenger for real-time communication. We understand the importance of strong communication and work diligently to minimize the number of phone calls that go through to voicemail.

UWT can broker loads in Canada, the United States, and Mexico. We are authorized to broker loads in the United States under MC# 469443 and have the appropriate surety bond in place.

Apart from our standard office insurance we have general liability, errors & omissions, and contingent cargo insurance.

Yes, we belong to many associations, including the following:

• Blue Book Services
• Red Book Credit Services
• Transportation Intermediaries Association – P3 Member
• Fruit and Vegetable Dispute Resolution Corporation
• BC Produce Marketing Association

Yes. We constantly monitor all of our Carrier partners to determine where they are located and what lanes they prefer. We maintain a real-time Carrier Log that Account Managers and Customer Service Representatives use to keep track of where our Carrier partners are located; we can then provide solutions to specific transportation needs. It is a win-win situation that helps solidify the relationship between UWT and our Carrier partners.

The primary purpose of pulping product is to protect you. It is extremely important that you do this. Our Customer partners typically set the temperature that they want to be maintained for the duration of transport. If you pulp the product at loading and find that the temperature is above or below the requested temperature, we do not want you to accept the product until it is approved by the Customer. There is too high a risk of product damage due to temperature. Pulp temperatures should always be recorded on the driver’s bill of lading so that all parties are aware of the temperature of the product when it is picked up.

Similar to pulping the product, this is for your own protection. We would like you to observe the quantity and quality of the product being loaded. If the quantity is incorrect, there is a possibility that you could be held responsible. If the quality looks poor, we want to inform the Customer so that they can make the decision on whether to proceed with the load or not. All abnormalities should be recorded on the bill of lading so that the Customer understands that this occurred prior to the transportation of the product. Furthermore, if a load has been handled properly during transportation, it should be unloaded in the exact condition that it was loaded. We want the driver to observe the unloading of their truck to ensure that the receiver agrees with the quantity and quality of the product.

If there are any discrepancies, the driver must contact UWT immediately so that we can resolve the discrepancy with our Customer partner.

We want to be updated at a minimum of once per day, more frequently if there are issues that require attention. Our Customer Service department will contact you before 9am PST for an update every morning that you are in transit. We also encourage you to contact us for anything that you require assistance with. We are here to support you.

There are two reasons for this; one, we want to have evidence that the load was delivered as contracted so that we can pay you. Two, we require a copy of the bill of lading to bill our Customer partner.

Claims typically arise from a Customer partner indicating that the product they ordered was not received as ordered. As a result, they will not be able to sell the product at market value. Typically, claims are for product damages, temperature issues, spoilages, and signficant quantity loss.

This is often very difficult to determine and is why we want all of our Carrier partners to follow specific procedures while collecting, transporting, and delivering product. Everything must be documented accordingly in order to assist in determining responsibility.

Firstly, all parties must be notified of the claim situation, including insurance agents. The driver’s reefer unit must also be checked to ensure that it is operating correctly. UWT will ensure that a third party inspection of the product is performed. UWT will collect all appropriate documents (bills of lading, inspection reports, photographs temperature reports, etc). After this has been completed, damage will be assessed and liability determined.