Booking & Order Changes

If you or your authorized contact are not available at the agreed pickup time, or if the vehicle is not ready to be loaded, the carrier may have to leave and reschedule. This can delay your shipment and may result in extra charges.

Your vehicle may be considered not ready if:

• The vehicle is blocked in, snowed in, or not safely accessible
• The keys, fob, alarm code, or special start instructions are missing
• The vehicle does not start, steer, roll, or brake as previously described
• The vehicle has undisclosed modifications, low clearance, oversized tires, or mechanical issues
• The pickup location is not accessible to the carrier due to narrow streets, low-hanging trees or wires, parking restrictions, gated access, or limited hours
• No one is available by phone when the driver is trying to coordinate pickup

If the carrier attempts pickup and the vehicle is not ready, a dry run fee or re-pickup fee may apply. In some cases, the carrier may have already reserved a specific spot for your vehicle on the trailer, and you may be responsible for costs associated with that missed pickup.

To avoid delays or extra fees:

• Confirm your pickup window with your shipping representative
• Make sure the vehicle is clean, accessible, and ready to load
• Clear snow, ice, or anything blocking access to the vehicle
• Have the key, fob, wheel-lock key, alarm code, and start instructions ready
• Make sure the vehicle condition matches what was provided at booking
• Tell us in advance about access issues, gated areas, building restrictions, or limited pickup hours
• Answer phone calls and return voicemails promptly during the pickup window

Drivers normally coordinate pickup by phone. They will not usually email to arrange a pickup time unless they have already discussed that with you by phone.

The same applies at delivery. You or your authorized agent must be available to inspect the vehicle, sign the condition report, and accept delivery. If no one is available, the vehicle may be taken to a terminal or held by the carrier, and storage, redelivery, or waiting-time fees may apply.

You can cancel your booking at any time, but cancellation requests must be submitted in writing by email to info@mvscanada.ca. We do not accept or honour cancellations made by phone only, because a written request creates a clear record for both you and MVS Canada.

If your cancellation is urgent, you may call us during business hours to let us know, but the cancellation request must still be emailed.

Cancellation fees depend on the status of your order at the time it is reviewed:

• Before dispatch or carrier assignment: No cancellation fee. Any payment made is refunded in full, except for any applicable payment processing fee.
• After dispatch or carrier assignment: A $200 CAD cancellation fee applies, plus any carrier, terminal, towing, storage, or service fees already incurred. Any remaining balance is refunded.
• After payment has been processed: A $25 CAD processing fee may apply.

Please note that tracking may not always show immediately when a vehicle has been assigned, dispatched, or moved behind the scenes. If you email a cancellation request after hours, on a weekend, or on a holiday, we may not review it until the next business day. During that time, the order status may change, and cancellation fees may apply based on the confirmed status when we verify the order with our dispatch team, carrier, or terminal.

Refunds are normally processed on the Wednesday following confirmation of the cancellation.

MVS Canada also reserves the right to cancel an order at our discretion. This is rare and usually relates to safety, capacity, carrier availability, inaccurate shipment details, or circumstances outside our control. If MVS Canada cancels your order, you will receive a full refund.

Yes. Most shipments can be rescheduled with advance notice, especially if your vehicle has not yet been dropped off, picked up, assigned, or dispatched.

Rescheduling keeps your order active and updates your drop-off, pickup, or shipping window. Cancelling ends the order entirely.

Before the vehicle is dispatched, rescheduling is usually straightforward. Once a carrier, rail space, terminal movement, or local pickup/delivery service has been arranged, changes may be more limited and could result in additional charges, delays, storage fees, or the need to cancel and re-book. If a carrier has already been dispatched, the after-dispatch cancellation fee may apply.

If you booked more than 14 days before your original shipping date and your shipment is moved further into the future, your rate may need to be re-confirmed. Carrier rates, rail costs, fuel prices, demand, and route availability can change over time. We’ll let you know about any price change before applying it.

To reschedule, contact your shipping representative by email or phone as soon as you know your new dates. Please wait for updated shipping instructions before dropping off your vehicle or making final pickup arrangements.

Yes. Many details can be updated after booking, especially before your vehicle has been assigned to a carrier, dropped off, or dispatched. The earlier you contact us, the more flexibility we usually have.

We can typically update:

• Shipper or receiver contact details, including names, phone numbers, and email addresses
• Authorized contacts, such as the person allowed to drop off, release, receive, or pick up the vehicle on your behalf
• Pickup or delivery addresses within the same city or nearby service area
• Vehicle condition notes, including modifications, low ground clearance, mechanical issues, alarms, special start instructions, or access concerns
• Timing preferences, where possible, depending on carrier and terminal availability

Changes that may affect your price, timing, or service availability include:

• Changing the pickup or delivery city
• Switching between terminal service and door service
• Adding or removing door pickup or delivery
• Changing from open to enclosed transport
• Updating the vehicle type, size, condition, or operability
• Making changes after the vehicle has already been dispatched or is in transit

Once a carrier, terminal, rail spot, or local pickup/delivery service has been arranged, changes may be limited and could result in additional charges, delays, storage fees, or rescheduling.

To request a change, contact your shipping representative as soon as possible by email or phone. We’ll confirm whether the update can be made and let you know if it affects the price or schedule.

After you submit your booking online, here’s what to expect:

1. Booking received email
You’ll receive an email confirming that we have received your order request. This means your booking has been submitted to us, but it is not yet a final shipping confirmation and does not automatically lock in the price, service type, or transport method.

2. Order review
We’ll review your shipment details, including the route, vehicle information, requested dates, service type, and any special requirements. Order processing typically takes about one business day. If anything affects the price, timing, or transport method, we’ll contact you before confirming the order.

3. Order confirmation and shipping instructions
Once your order is confirmed, we’ll send your shipping instructions. For terminal service, this includes the terminal address, hours, and drop-off details. For door service, we’ll coordinate the pickup details or pickup window with you.

4. Payment email
Once your order is confirmed, we’ll also send a payment email with the available payment methods and instructions. Full payment is normally required before your vehicle ships, unless you have arranged a deposit or delayed payment with your booking representative.

5. Drop-off or pickup
When the vehicle is handed over, a condition report is completed. We strongly recommend taking and submitting at least 24 high-resolution photos at the time the vehicle is last in your possession.

6. Tracking begins
Once your vehicle is dispatched, tracking will be available through your tracking page. You’ll receive automatic email updates whenever the tracking information is updated.

Please do not drop off your vehicle until you have received your confirmed shipping instructions from us. We do not publish terminal addresses online as for most locations, they require notice of drop off in advance.

A VIN, or Vehicle Identification Number, is the unique code used to identify your vehicle. We need the VIN to make sure your booking, paperwork, tracking, and vehicle inspection all match the exact vehicle being shipped.

Most vehicles built for the North American market since 1981 have a 17-character VIN made up of letters and numbers. Some older vehicles, imports, trailers, or specialty vehicles may have a shorter or different identification number.

You can usually find the VIN in one of these places:

• On your vehicle registration or insurance documents
• On the dashboard near the windshield, visible from outside the vehicle
• On the driver’s-side door jamb, usually on the manufacturer’s sticker
• On dealership, auction, or ownership paperwork

Please enter the VIN exactly as shown. VINs do not use the letters I, O, or Q, so any similar-looking characters are usually the numbers 1 or 0.

Once you’re ready to book, you can submit your order online using the booking form link included in your emailed quote. You can also book online without a quote by completing the booking form with your shipment details.

Bookings are completed online because the shipper must review and accept the terms and conditions before the order can be submitted. If you need help, you can call us at (888) 756-7447 during business hours and a shipping representative can walk you through the process. Phone bookings are only completed in limited cases, such as when there is a technical issue preventing online submission.

To book your shipment, we’ll need:

• Pickup and delivery cities, including full addresses if you are requesting door pickup or delivery
• Vehicle year, make, model, and VIN
• Your preferred shipping window
• Your contact information
• The name and phone number of anyone authorized to drop off or pick up the vehicle on your behalf
• Any special vehicle details, including modifications, low ground clearance, oversized tires, lifted suspension, alarms, kill switches, alcohol interlock, push-button start, fob-only ignition, special start codes, or anything else that may affect loading or unloading

After your booking is submitted, we’ll review the order details and contact you if anything needs to be clarified before your shipment is confirmed.

If you book more than 14 days before your shipping date, your rate may need to be re-confirmed closer to your order start date. If pricing changes due to carrier rates, rail costs, fuel costs, demand, or route availability, we’ll send a revised quote before your shipment moves.

Not always. Affiliated carrier equipment is available only on select routes and depends on timing, vehicle type, trailer space, equipment availability, and the service you choose. Many shipments still move by independent carrier, rail, or a combination of transport providers. If affiliated-carrier service is important to you, ask your shipping representative whether it is available for your route.

MVS Canada is a transportation broker and logistics arranger. We coordinate vehicle shipments through licensed and insured motor carriers, rail providers, terminals, and transport partners. We also have access to affiliated car-hauling equipment through a related carrier company on select routes.

This gives customers the benefit of broker flexibility, national reach, and additional carrier capacity where available. Your vehicle may move by affiliated carrier, independent carrier, rail, local pickup/delivery provider, or a combination of transport methods. The carrier of record for each transport leg is identified on the Bill of Lading or applicable shipping document.