I’ve shipped over 500,000 vehicles in my career, and every single day someone asks me the same questions. Not the flashy stuff — the real stuff that keeps people up at night before their car ships. “What if it rains?” “Can I change my delivery address mid-route?” “Why is my car taking longer than expected?” “Will I get a refund if something goes wrong?” This FAQ answers the 22 questions I hear most from customers just like you.

General Shipping & Booking Questions

1. How far in advance should I book my vehicle transport?

We recommend booking 2-3 weeks in advance for standard routes, though we can accommodate rush shipments within 48 hours at a premium rate. Spring (March-May) and summer (June-August) are peak seasons — book earlier if possible. Military PCS and snowbird relocations? Those need 4+ weeks because carriers fill up fast. We’ve shipped vehicles booked same-day, but you’ll pay a rush fee of $200-500 depending on distance and route.

2. Can I change my pickup or delivery address after I book?

Yes, but timing matters. If you change before the carrier is assigned (usually within 24 hours of booking), there’s no fee. Once a carrier accepts your load, you can still change the address, but expect a $150-300 adjustment fee depending on how far the new location is from the original route. Once the carrier has picked up your vehicle, address changes are limited — you’d need to contact us immediately to negotiate with the carrier directly. Pro tip: Get your address 100% confirmed before you hit submit.

3. What’s the difference between door-to-door and terminal-to-terminal shipping?

Door-to-door means the carrier picks up and delivers at your specified addresses — convenience but higher cost ($100-200 premium). Terminal-to-terminal is cheaper but requires you to drop off at a carrier terminal and pick up at the destination terminal. We offer a hybrid: door pickup + terminal delivery, which saves you $50-100 on the delivery end. For 95% of our customers, door-to-door is worth the extra cost just for the peace of mind.

4. Do you guarantee a specific delivery date?

No — and any company that guarantees exact dates is gambling. What we DO guarantee is a delivery window. Most routes in the lower 48 states deliver within 5-10 business days depending on distance and season. We track your vehicle via GPS and keep you updated. If we’re running more than 2 days late, we credit you. Delays happen: weather, mechanical issues, road closures. We plan for it, but we don’t promise miracles.

5. Can I track my vehicle in real-time?

Yes. Once your vehicle is picked up, you get a tracking page with the carrier’s current location and estimated delivery date. You can also call us for updates — we pull carrier reports multiple times daily. You won’t get live minute-by-minute GPS (that’s not how the industry works), but you’ll know which state your car is in and when to expect it within a reasonable window.

Vehicle Damage & Claims Questions

6. What if my vehicle gets damaged during transport?

First: stay calm. About 1 in 5,000 shipments results in damage (and most is minor). If you notice damage when the carrier drops off, document EVERYTHING: photos, video, timestamps. Don’t sign off on delivery if there’s significant damage. Contact us within 24 hours with photos. We file a claim with the carrier’s insurance. Most carriers carry $100K-$200K liability coverage. Claims typically resolve in 30-90 days. We’ve recovered $500-$15,000 for customers depending on damage severity.

7. Does my personal auto insurance cover damage during transport?

Usually not. Once your car is on the carrier’s truck, YOUR insurance is out of the picture — the CARRIER’S insurance takes over. That’s why choosing a reputable carrier matters. We only work with carriers who carry minimum $100K liability. If you want extra peace of mind, some customers add a “transport rider” to their policy for $15-30 — call your insurance agent to ask about it.

8. What if the carrier damages my car but says it’s pre-existing?

This is exactly why we photograph vehicles BEFORE and AFTER pickup. When you book with us, send us photos of any existing damage. When the carrier picks up, they complete a condition report. When they deliver, they complete another. If damage appears between those two reports, it’s ON THEM. We’ve fought this battle — it’s your word against theirs, so documentation is everything. Photo timestamps + our records = proof.

9. What if my vehicle is a total loss during transport? Do I get reimbursed?

This is extraordinarily rare (1 in 50,000+), but yes, you’re covered up to the carrier’s liability limit. Most carriers cover up to $200K. If your vehicle is worth more than that, you’d be underinsured. That’s why high-value car owners often get additional “transport insurance” — a separate policy that covers the full value of the vehicle. For a $100K+ car, spending $200-300 on extra coverage is smart.

Weather, Delays & Road Conditions

10. What happens if there’s bad weather during my shipment?

Carriers don’t stop for rain, but they DO stop for dangerous conditions: blizzards, ice storms, flooding, severe wind. If a carrier stops during a blizzard, your vehicle is safe — it’s parked, protected, waiting. Delays usually add 1-3 days depending on the storm. We track weather patterns and notify customers if a delay is likely. Spring 2026 has brought unusual flooding to the Midwest — if you’re shipping north/south through that corridor, expect possible delays April-May.

11. Why is my vehicle taking longer than the estimated delivery date?

Top reasons: (1) Weather — rain, snow, flooding slows routes by 1-3 days. (2) Mechanical issues — a carrier’s truck breaks down, and another carrier has to pick up the load. (3) Traffic — major accidents, road closures, construction. (4) Dispatch issues — the carrier picked up other loads that add routing time. (5) Peak season — in March-May, carriers are backlogged. If you’re 5+ days beyond estimate, contact us — we investigate and usually credit your account.

12. What if my vehicle is stuck because the carrier broke down?

This happens. A carrier’s truck fails mid-route (brake issue, transmission, engine), and they call a wrecker. Your vehicle is carefully transferred to a backup carrier — this adds 1-2 days. We stay in touch with both carriers and keep you updated. You’re not charged extra. The original carrier eats the cost of the tow and the delay. Your vehicle is safe the entire time — it’s just frustrating. We’ve had maybe 200 breakdowns in 500K+ shipments — it’s rare but expected.

Vehicle Specifications & Eligibility

13. Can I ship a non-running vehicle?

Yes, but it costs more. A non-running car requires special equipment (tow dolly, flatbed, winch). We charge $300-600 extra depending on the distance and method. Carriers need to be notified up front — some won’t accept non-runners. We handle all of that. Just tell us the vehicle doesn’t start, and we’ll assign a carrier equipped to handle it. No surprises.

14. What’s the weight/size limit for vehicles?

Standard auto transport carriers max out at 5,000 lbs per vehicle and 7 feet wide / 7 feet tall (unmodified). Oversized vehicles — lifted trucks, RVs, construction equipment — may require a specialized heavy haul carrier, which costs 50-200% more. A lifted truck with custom wheels and a 12-inch lift? That might be 5,500 lbs and 7.5 feet wide. We can still ship it — just differently. Tell us the specs, and we quote accordingly.

15. Can I ship a vehicle with a loan or lien on it?

Yes. The lienholder (your bank) doesn’t care if the car is being transported — only that it has insurance and doesn’t get totaled. Some lienholders require written permission. Check your loan docs. Usually you just need to show proof of insurance during pickup. It’s not a blocker, just something to verify before you book.

16. What if my vehicle has custom parts or aftermarket equipment? Does that affect the cost?

Custom wheels, lowered suspension, spoilers, or bumper modifications might push the vehicle over standard size/weight limits, which triggers a higher rate. A heavily modified car might need an enclosed carrier (safer, more expensive). Roof racks, towing hitches, or bike carriers that are bolt-on? Those usually stay on and don’t add cost. Removable aftermarket items (stereos, seats, turbo kits) should be removed before transport — they can shift and damage the vehicle. Get clarification before you book.

Pricing & Payment Questions

17. Why does my quote seem more expensive than a competitor’s?

Because you’re comparing apples to oranges. Some quotes include insurance; ours do. Some competitors quote door-to-terminal (cheaper); we quote door-to-door (more expensive, better service). Some competitors use new, unvetted carriers (risky); we use experienced carriers with 5+ year track records (more expensive, safer). Some competitors charge hidden fees at pickup; we include everything upfront. A $1,200 quote is usually legitimate. A $600 quote for the same route? There’s probably a catch. We’re not the cheapest — we’re the most transparent.

18. Can I negotiate the price after I receive a quote?

Maybe. If you’re shipping multiple vehicles, we usually offer 10-15% off the total. If you’re flexible on pickup/delivery dates (willing to wait 2-3 weeks), we can find a cheaper carrier. If you book on a Monday morning vs. Friday afternoon, rates differ. If you’re willing to do terminal-to-terminal instead of door-to-door, save $100+. But the base rate? That’s set by what carriers are charging that week. We can’t magic down the gas prices or change supply/demand — we can only find you the best deal within market rates.

19. Do you charge any hidden fees at pickup or delivery?

Absolutely not. Our quote is all-in: pickup, transport, delivery, insurance, admin. The only additional charges would be: (1) A rush fee if you book same-day. (2) An address change fee if you change your pickup/delivery address after the carrier is assigned. (3) A storage fee if the vehicle sits more than 2 days at pickup (rare, usually the customer’s issue). We email you the final invoice before the carrier picks up — no surprises at the curb.

20. What’s your refund policy if I need to cancel?

Before pickup (usually within 48 hours of booking), we give 100% refunds. After pickup but before delivery, you forfeit the deposit but can redirect the shipment to a different address (no additional charge). After delivery, no refunds — the service is complete. We’ve only had a handful of cancellations in 500K+ shipments, so this is rare. Most customers go through with it once they book.

Special Circumstances

21. I’m a first-time customer and I’m nervous about this. What can you tell me to make me feel better?

Everything you’re worried about, we’ve handled. Your car getting damaged? We’ve fought 5,000+ claims and won most of them. Your vehicle arriving late? We track it in real-time. Your money being stolen? We’re insured and bonded. Call our customer service team — they’ll walk you through the entire process step-by-step. Read our reviews: 4.8 stars on Google, 1,200+ 5-star testimonials. We’ve been in business for 15+ years. You’re not our first rodeo, and we take care of our customers.

22. What if I have a complaint about the service?

Tell us immediately. Call, email, or fill out a complaint form. We have a dedicated customer advocate who investigates every complaint within 24 hours. If the carrier messed up, we hold them accountable. If we messed up, we fix it. Most complaints resolve with a partial refund or credit. We also ask for feedback so we improve. A complaint doesn’t burn your reputation with us — it helps us get better.