Frequently Asked Questions
Have Questions? Read Our FAQs.
Many of the questions we’re asked often are answered below. Have a question not listed below? Please email it to us at info@excelgroup.com. We’ll get an answer for you right away!
Get Your Quote and Start Your Courier Services Today. To place an order immediately, please call Client Services at (703) 478-0140
Courier
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How do you calculate courier service rates?
Courier service costs vary based on specific needs. Every delivery is unique.
Dedicated delivery pricing depends on:
- daily hours
- mileage per route
- vehicle type
On-demand and scheduled deliveries are influenced by factors like:- delivery window (service type)
- vehicle type
- distance
We customize pricing to fit your requirements and can consider other factors in the cost. Enjoy complimentary services, including the first 50 pounds and the initial 5 minutes of wait time. -
What happens after I place a courier service order?
Watch this 1-minute video for a behind-the-scenes look at what happens after you order our on-call courier service.
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Do I need an account to place an order?
No. You can place an order anytime by calling (703) 478-0140 and paying with credit card. If you have an ongoing need, you may find it more convenient to create an account.
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What types of vehicles are on your fleet?
Our fleet consists of cars, vans (mini, sprinter and cargo), straight trucks with and without lift gates, tractor-trailers, and specialty vehicles (climate-controlled and roller bed). Learn more about Excel Courier Services
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What is fuel surcharge?
Fuel surcharge is a standard, industry-wide fee which is reimbursement for the fuel expenses incurred during the delivery and is based off the U.S. Energy Information Administration (EIA).
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Is someone onsite 24/7?
Yes, representatives are on-site at our Ashburn, Virginia facility 24/7/365 to take your call.
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How do I place an order?
Call our main 24/7/365 line at (703) 478-0140. If you have an account with us you will also have access to an online portal to place orders.
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Can you provide service at airports?
Yes. We are TSA-certified to service to any airport including IAD, DCA, BWI, and RIC and have an average of 75 TSA-certified drivers.
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How do I create a courier account?
Go to our Client Portal and select New Account near the bottom left-hand corner. This will submit your information directly to our system. A representative will contact you within 24 hours to confirm the information and get details on your need before activating. For immediate order inquiries, please call our 24/7/365 Client Services at (703) 478-0140.
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What is your service area coverage for same-day delivery?
Our courier services cover the entire Mid-Atlantic region, primarily picking up from the Washington D.C., Baltimore, and Richmond Metro areas and delivering throughout the region.
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How quickly can you deliver my package?
Depending on the distance and complexity of your delivery, standard deliveries can be completed within a 3-4 hour window. Our top-priority service, Deadline, ensures nonstop package delivery, typically within an hour.
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Are there size or weight restrictions?
We have a full fleet of vehicles ranging from cars to tractor-trailers and can accommodate various package sizes and weights, from documents to oversized pallets. At the moment, we don't have flatbed trailers and are unable to accommodate loads that exceed the width limit of enclosed trucks.
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Can I schedule a pickup or delivery at a specific time?
Absolutely! Many delivery requests are determined ahead of time. Schedule your delivery as far in advance as you need and cross it off your list. If you need a specific pickup time, ask about our Deadline service.
If you have regular deliveries that need to be scheduled and want to avoid making phone calls every time, you can opt for our automated scheduled delivery service.
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How many drivers do you have?
At any given time, Excel contracts with an average of 200+ drivers.
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Are your drivers uniformed?
Yes, drivers are required to wear an Excel Courier logo'd shirt. They are also assigned an Excel identification badge to be visibly displayed.
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How do you qualify your drivers?
Excel employs a vendor management department whose priority is to vet, recruit, and retain drivers. Drivers must meet quality standards, including an acceptable driving record, vehicle, insurance, and updated registration. All of these are monitored and updated by our vendor management team.
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Do you have TSA-verified drivers?
Yes. We have offices close to IAD, DCA, BWI, RIC, and MDT, requiring us to have TSA-verified drivers.
Billing and Payments
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What payment methods does Excel accept?
For orders placed without an account – Credit card only (4% fee). For orders placed with an account – Credit card (4% fee), ACH (preferred), and check.
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What are your payment terms?
N/30
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How often do you invoice?
- Courier invoices are weekly
- Warehouse invoices are monthly
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How do I update my payment information?
If you have an online account with Administrative permissions, you can update the credit card for the company account online. However, if you need to update the credit card linked to your specific user account, you can do so in your individual profile settings.
You can also contact our Client Services team to be directed to someone who can update your information immediately. (703) 478-0140
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How do I receive invoices?
Excel can email invoices to your selected list of recipients, send by mail, or even upload them directly to your portal if you have one.
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What is a billing reference?
Billing reference is to help you identify a specific transaction in your billing system. For example, a P.O. number for a contract or a case number associated with your client.
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Can I set up regular billing, or do I need to pay per shipment?
If you have an active account with us, we can set up ACH payments, or you can have a stored credit card on file which can be manually or auto-charged. Deliveries called in without an account will be required to pay with a credit card for each transaction.
Online Portal
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Who should I call if I am having issues with the portal?
Please call our main line at (703) 478-0140 and they will direct you to support.
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What do I do if locked out of my online account?
- You are given three attempts to login
- Before those three attempts expire, you can select ‘Forgot Password’ to reset
- If you’ve been locked out, please call Client Services at (703) 478-0140 to unlock
- Excel does not have access to see your password but can reset it for you
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Can I track my package during the delivery process?
Certainly, you can track your order online using the unique number assigned to your order or through other variables such as date range and reference ID number.
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Is a mobile app available?
Yes - you can place order through our courier mobile app, hyperSHIP, if you have an existing, and active account with Excel Courier and have been set up with online credentials. Please contact one of our representatives if you would like to set up an account and/or online credentials.
Download the hyperSHIP App
(iPhone App ) | (Android App)
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Can I access order history and shipment details from past orders?
Absolutely. Our online ordering system comes with comprehensive tracking and reporting features that enable you to get a thorough understanding of your order history. You can easily download all the reports to either an Excel spreadsheet or a PDF for your convenience.
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Can I cancel or modify an order after it has been placed?
In order to guarantee that your order is processed in a timely manner, any placed orders must be canceled or modified by contacting our Client Services team.
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What types of services can I book through the online portal?
If you need to place an on-call order that requires a passenger vehicle like a van or car, we suggest using our online ordering system. However, if you require a larger vehicle than a van or require a dedicated or scheduled service, kindly reach out to our Client Services team via email or phone call. This will allow us to confirm availability and promptly address any special requirements you may have.
Logistics
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How many warehouses do you have?
Excel has three fully operational warehouses located in: Sterling and Richmond, VA; and Beltsville, MD. View maps of our locations.
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What if I want to use Excel with my current inventory management software?
No problem! We are flexible enough to directly work with your inventory management system. We also have an inventory management system if you’d prefer to use that.
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Do I have to use Excel's shipping or freight accounts or can I use my own?
Either. If you would prefer to use your business or individual accounts to ship or transport from one of our warehouses, we can accommodate. We also have long-standing relationships with major carriers and can ship using our accounts and include the cost on the invoice. We also are a courier service. If your transportation need is local or regional, we can assist with the delivery.
Drivers
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Where are you looking for drivers?
Currently, we are only contracting with drivers in Virginia, Maryland, and Washington D.C.
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How do I sign up to become a driver?
Easy! You can apply to become a driver by visiting https://www.excelcourier.com/apply-to-drive/ and one of our Vendor Managers will review your application.
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How do I check on the status of my application?
You can check on the status of your driver application by emailing our vendor management group at vendors@excelgroup.com.
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What types of vehicles are accepted?
We contract with various types of vehicles including, cars, vans (mini, cargo, transit, sprinter), SUVs, and larger vehicles.
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Is this a 1099 independent contract?
Yes. This position is for a 1099 independent contractor. You are self-employed meaning you are your own business, utilizing your vehicle, tools, equipment, or materials.