Refund & Cancellation Policy

Cancelling Before a Shipment Moves

If you cancel before we have tendered the shipment to a carrier and before any pick-and-pack work has started, you receive a full refund of amounts paid for that shipment.

• If a carrier has already been dispatched to pick up, a carrier cancellation fee may apply. We will tell you the amount before we bill it.
• If pick-and-pack work has already been performed, that labor is billable; the remaining freight portion is refunded.

After a Shipment Moves

Once freight is in transit, the service has been performed and charges are generally non-refundable. That said:

• Guaranteed service missed. If you paid for a guaranteed delivery window and the shipment missed it for reasons within the carrier's control, we refund the guarantee premium.
• Service not performed. If we billed for a service that was never performed, we refund it in full.
• Billing error. If you were overbilled — wrong rate, duplicate charge, accessorial that did not apply — we correct it and refund the difference.

Loss and Damage

Loss or damage to goods is handled as a cargo claim, not a refund of our service fee. Report it to us within 10 days of delivery, or within 30 days of the scheduled delivery date for a shipment that never arrived. We file and pursue the claim with the responsible carrier on your behalf and pass through what is recovered. See our Terms of Service for liability limits.

Monthly Fulfillment and Storage

Monthly storage and fulfillment fees cover the month in which they are billed and are not prorated on cancellation mid-month. You may end the arrangement with 30 days' notice; storage continues to accrue until your goods are removed from our facility.

How to Request a Refund

Email support@3rdrocklogistics.com or call (337) 274-1703 with the invoice number and what went wrong. We acknowledge every request within one business day and give you a decision within five business days.

Approved refunds go back to the original payment method. Card refunds typically post within 5–10 business days depending on your bank.

Billing Disputes

If you believe a charge is wrong, contact us before disputing it with your bank. A chargeback filed without contacting us first freezes the funds and slows down the resolution for both of us. We have never refused to look at a legitimate billing question.

Contact

support@3rdrocklogistics.com · (337) 274-1703· Monday–Friday, 8:00am–6:00pm CT