Answers
Frequently asked questions
Everything we get asked before the first shipment, including the questions with answers that are not in our favour.
About Eliteport
- Is Eliteport Delegators a carrier?
- No. Eliteport is a specialized freight brokerage. We arrange transportation through qualified carriers and specialist partners. We are not a motor carrier, air carrier, freight forwarder or customs broker.
- Where does Eliteport operate?
- Eliteport is based in Ontario and coordinates movements across Canada and the United States, with the heaviest activity in the Toronto Pearson, Peel Region, Hamilton, Ottawa, southwestern Ontario, Windsor–Detroit, Niagara and Montreal corridors.
- How fast will someone respond to an emergency request?
- Emergency and AOG submissions enter review as soon as they are received and a coordinator responds with a plan and any constraints. We do not publish a fixed response-time guarantee we cannot staff around the clock.
- What do you need from me to quote?
- Origin and destination, ready time and required delivery with time zones, pieces, weight and dimensions, cargo description and dangerous-goods status, and any handling or site access requirements. Anything missing gets asked for before a plan is committed.
- Do you handle dangerous goods?
- Only where the cargo is correctly classified, packaged, marked and documented, and accepted by a carrier qualified to handle it. Classification and documentation remain the shipper's responsibility.
- How is my cargo insured?
- The assigned motor carrier holds primary cargo coverage and Eliteport maintains brokerage-side coverage. These are distinct layers. Limits and any additional shipper's-interest coverage are confirmed in writing before dispatch.
- Can you clear customs?
- No. Customs clearance is performed by your licensed customs broker. We coordinate the transportation and the document flow around the clearance, and check document readiness before dispatch.
- Do you offer live GPS tracking?
- Live visibility is available where the assigned carrier supports it. On every file you receive timestamped milestone events and exception escalation to your named stakeholders, which is the more reliable commitment.
- Can you support recurring lanes and scheduled programs?
- Yes. Recurring lanes are set up with agreed equipment, process and reporting after an operational review.
- How do I escalate on an active shipment?
- Call +1 (437) 523-7771 or reply on the shipment file. Every file carries a reference number and named escalation contacts on both sides.
Services and operations
- How fast will someone respond to an AOG request?
- Emergency requests enter review as soon as they are submitted and a coordinator responds with the plan and any constraints. We do not publish a fixed response-time guarantee we cannot staff around the clock.
- Can you move dangerous goods?
- Only where the cargo is correctly classified, documented and accepted by a carrier qualified to handle it. Classification and documentation remain the shipper's responsibility.
- Do you issue the air waybill?
- The air waybill is issued by the air carrier or its agent. We coordinate the booking, tender and recovery around it.
- What is the difference between expedited and hot shot?
- Hot shot generally uses smaller dedicated equipment for a single urgent load; expedited covers any mode arranged to beat a standard transit. We select whichever fits the cargo, lane and deadline.
- Can you support recurring scheduled lanes?
- Yes. Recurring lanes are set up with agreed equipment, process and reporting after an operational review.
- Do you clear customs on our behalf?
- No. Your licensed customs broker performs clearance. We coordinate the transportation and document flow around it.
- How is cargo insured?
- The assigned motor carrier holds primary cargo coverage. Eliteport maintains brokerage-side coverage. Exact limits and any additional coverage are confirmed for your shipment in writing before dispatch.
- Do you install equipment?
- No. Placement and uncrating can be arranged; installation and commissioning are performed by your qualified technicians or a specialist partner under separate scope.
- How far in advance should a project move be scoped?
- As early as drawings exist. Permit windows and specialist equipment availability drive the schedule more than transit time does.
- What does AOG stand for in logistics?
- AOG means aircraft on ground: an aircraft is out of service until a specific part, tool or component arrives. In logistics it signals a shipment where the deadline governs every other decision.
- Is next flight out always the fastest option for AOG?
- No. Next flight out is fastest on long lanes with frequent cargo capacity. On regional lanes, or when the destination terminal closes before recovery, a dedicated ground unit frequently delivers sooner.
- Who is responsible for dangerous goods classification?
- The shipper. Classification, packaging, marking and documentation remain the shipper's legal responsibility; a broker coordinates carriers qualified to accept the correctly documented cargo.
- Is expedited ground cheaper than air freight?
- Usually for anything heavy or bulky, and usually on lanes under about 1,200 kilometres. Light, dense, long-haul shipments are where air becomes competitive on both cost and time.
- What is a team expedite?
- Two drivers alternating so the vehicle keeps moving within hours-of-service rules. It roughly doubles the distance covered in 24 hours and is the standard answer for long-haul urgent ground.
- Can a freight broker clear customs?
- No. Customs clearance is performed by a licensed customs broker. A freight broker arranges the transportation and coordinates the document flow around the clearance.
- What is the difference between PARS and PAPS?
- PARS is used for shipments entering Canada and PAPS for shipments entering the United States. Both let the broker submit entry data before the truck reaches the border so release can be processed on arrival.
- How early should border documents be ready?
- Before dispatch, not before arrival. Preparing documents while the truck is in transit is the single most common cause of a hold at the port of entry.
- Does a freight broker insure my cargo?
- The assigned motor carrier carries primary cargo coverage; the broker carries brokerage-side coverage. Neither is unlimited. Limits should be confirmed in writing for the specific shipment before dispatch.
- What is double-brokering?
- When a carrier accepts a load and re-brokers it to another party without disclosure. It is a leading cause of cargo loss and should be contractually prohibited and verified at pickup.
- What does white glove delivery include?
- Typically appointment control, liftgate or stair handling, inside delivery to a specified room, placement, and debris removal where contracted. Assembly, installation and commissioning are separate scopes performed by qualified technicians.
- Do you install the equipment?
- No. Placement and uncrating can be arranged; installation and commissioning are performed by your technicians or a specialist partner under separate scope.
- What is the difference between a freight broker and a freight forwarder?
- A broker arranges transportation between a shipper and licensed carriers. A forwarder typically consolidates, issues its own transport documents and may take possession of cargo. Their liability positions differ, which matters when there is a claim.
- Do I need a specialized broker for urgent freight?
- Where the deadline, cargo value or handling requirements drive the outcome, yes. Specialized intake, carrier vetting and exception handling are the difference; on routine, non-time-critical freight a generalist is usually sufficient.
- Can one company be both?
- Some organizations hold both roles under separate authorities. Ask which capacity they are acting in for your specific shipment, because the liability position follows the capacity, not the company name.
- Is an AOG desk always more expensive?
- Per shipment, usually. Against the cost of an additional day of aircraft downtime, almost never. The comparison worth running is total cost of delay, not freight cost.
- Does using a broker add a layer of cost?
- It adds a margin and removes a search cost. On urgent and irregular freight the coordination usually pays for itself; on stable, repetitive lanes a direct carrier relationship is often cheaper.
Question not answered here?
Send it to a coordinator directly. If it affects an active shipment, call instead.