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What is Mothership's Return Policy?

Single shipment returns:

If a carrier arrives at the delivery and is unable to find the consignee/receiver on-site, they should reference the app for the phone number of the consignee/receiver.

The carrier should attempt to call the number and speak to whoever may assist in correctly delivering the cargo. If the receiver advises them to wait on-site, the wait time may be processed.

Note: the shipment must show “At Delivery” for the wait time to be properly quantified.

Learn more about wait times here.

The carrier must have arrived within the delivery window/appointment time.

If the carrier attempts to call the number and is unable to reach the receiver, they must notify Mothership support via our chat function and notify them of the shipment number in issue and the reasoning behind the failure to complete the shipment.

You can read more about pickup attempts here.

 

Terminal shipment returns:

Once you've reached the end of the route, please return to the terminal.

  1. Once you arrive at the terminal for return, check in at the office,
  2. Let them know which shipment is being returned.
  3. Please write on the paperwork the name of the employee who checked you in, and which dock door the shipment gets returned to.
  4. Then let us know the return dock door's number.

When a carrier is unable to deliver a shipment that correlates to a route, this can jeopardize the other deliveries on the route itself. Mothership has best practices in place to mitigate any failures that could occur due to these delays.

If a carrier arrives at the delivery and is unable to find the consignee/receiver on-site, they should reference the physical Delivery Receipt (DR) for the phone number of the consignee/receiver. The carrier should attempt to call the number and speak to whoever may assist in correctly delivering the cargo. If the receiver advises them to wait on-site, the wait time may be processed.

Note: the shipment must be marked “At Delivery” in your app for the wait time to be properly quantified.

If the carrier attempts to call the number and is unable to reach the receiver, they must notify Mothership support via the in-app chat function and notify us of the shipment number in issue and the reasoning behind the failure to complete the shipment. The CSR will notify the carrier to return the cargo to the terminal, and notate the returned shipment's dock door number and terminal representative.