FAQ

 WARNING: DO NOT WAIT UNTIL THE LAST MINUTE! PLEASE BE SURE TO BOOK YOUR ORDER AT LEAST 2 WEEKS AHEAD OF YOUR IDEAL PICK UP DATE.

Questions that are asked over and over again. If you can think of a new one that needs to be added, let us know! If you did not find what you were looking for here, try here too.

Do you GUARANTEE a timely delivery?

Yes we do! Transit times vary depending on the distance of your move, however, we offer a 14-day delivery guarantee. If for any reason your shipment takes longer than 14 days we will deduct $35 off your order for every day it’s late. Whether it’s delayed due to mechanical problems or weather, your order will be discounted. Be sure to ask our competitors if they offer this! Fine print: Really really sorry, the 14-day guarantee does not apply to shipments to/from Alaska and Hawaii.

ProStar is a broker...what does that mean?

We are a Federal Highway Administration licensed and bonded freight broker. This means we contract directly with many US auto carriers. When some people hear we are brokers they get a misconception of the role of a broker. We are here to act in your best interest, as your shipping agent.

We have shipped over 18,000 vehicles. It was the first couple of thousand shipments that helped us sort out the bad carriers from the ugly, then another year to cherry-pick and build rapport with the really good ones. So why are we worth what you pay us? WE KNOW WHO’S RELIABLE. We know which carriers perform best and on which routes. We know stuff, lots of stuff. And, you don’t ever have to spend one minute of time on the phone freaking out because nobody has a clue where your car is.

How long will it take to transport my vehicle?

This depends entirely upon the distance it’s traveling.  Cross country moves typically take 10-14 days.  A move from either coast to the center of the country will take 5-10 days.  When you receive a quote from us you will also receive the transit time for your particular move.

Is service door to door or terminal to terminal?

The rate you are quoted will be for door to door service (unless specified otherwise). If you prefer your shipment to be done terminal to terminal we can accommodate your request for an additional charge. This does not include storage fees that may be assessed.

“Door to door” means “as close as the truck can legally and safely reach.” However, in some cases, it may be necessary to meet the truck at a prearranged spot to load and unload. This may occur because of local weight restrictions, low hanging branches, narrow streets or difficulty exiting your neighborhood.

The truck driver or his dispatcher will contact you prior to pickup and delivery to provide you with a time frame and receive directions. They will also advise you if it is necessary to meet him (usually at a shopping center or parking lot) for pickup or delivery if he can’t get right to your door.  We will be very honest and tell you that this is the case about 85% of the time.

Contact is usually made 24 hours in advance. Please be aware that the driver or his dispatcher will need to make actual contact with someone before they will deliver your car.

Do you require a deposit?

Not exactly.  If you are paying C.O.D. we will charge a small percentage the day after your vehicle picks up.  This portion must be paid by credit/debit card.  The C.O.D portion must be in the form of cash, cashier’s check, or postal money order.

Can I request a one-day pick up?

Of course you can. We generally ask for a 3-4 day window, however, for an additional charge (usually around $150) you can choose which day you’d like your vehicle picked up. Keep in mind it may not leave out on the main carrier right away but we usually find a truck to pick up within 3-4 days of your local pick up date.

Can I put a car cover on my vehicle?

No! Sounds like a great idea, however, it’s not only against the law but imagine what that would do to your vehicle after traveling several hundred (even thousands) of miles flapping against your paint. Not to mention there’s a pretty good chance that it will fly off in transit at some point. If you’re extremely concerned call us for reassurance or inquire about transporting your vehicle with one of our enclosed carriers.

What do I need to do to prepare my car for shipment?

Make sure there are no personal items inside. You can leave the registration and insurance in the glove box.  Leave approximately 1/4 tank of gas, and be sure to give your keys to the driver.  That’s about it! (The 1/4 tank thing is a weight issue. Gas weighs about 8 pounds per gallon and trucks charge based on their total weight… so if everyone shipped with full tank, we would all be paying more.)

Can I pack anything in my car?

No! In the past the carriers allowed this practice but in recent years this has changed. The Department of Transportation sets weight limits and any truck exceeding that limit will be fined. Since more people are shipping SUVs than ever before, this limits how many cars will actually fit based on size and the weight of each one. If for some reason something accidentally gets shipped in the vehicle it isn’t covered by insurance nor is any damage that the articles cause to the inside of the car. The driver isn’t responsible for personal or household items, you are. Our carriers are strictly automotive carriers. The D.O T. does not allow them to ship anything else (it’s a licensing thing). We can assist you in finding a carrier to transport your personal belongings.

How do I pay for my shipment?

There are two options for payment. You can pay the driver upon delivery with cash, cashiers check, or postal money order.  The other option is you may give us a Visa, MasterCard, or Discover card number and we’ll run the card here in our office once the car has picked up from origin.

How far in advance do I need to schedule my shipment?

If you’re looking to have your car transported between October and March 1-2 weeks advance notice is highly recommended to help meet your shipping requirements, however there are times where we can accommodate your request with less notice. For moves taking place between April and September we recommend booking 3-4 weeks ahead.  Keep in mind that there are not enough trucks in the country to have one in every city, every day. Therefore a 3-4 day window for pickup will be needed. We will try to accommodate the date you request if it is possible. However, exact delivery times and pickups can vary and cannot, in good conscience, be guaranteed. If you need a one-day pickup, an additional charge may be added. This covers the cost of providing a local flatbed service to pickup your vehicle on a specific day.

Can I choose where my car sits on the truck?

We can request a particular spot for you however this cannot be guaranteed. All convertibles and most oversize vehicles (SUV’s, trucks, vans, etc.) are loaded on the top rack.

Must I be present at origin/destination for pick up/delivery?

In the event you are not available at the time of pick up/delivery, you will need to make arrangements to have a friend, neighbor or co-worker release/receive your vehicle. If that is not possible for you we can usually locate a terminal for you to drop your car off or for us to deliver to. If you are unavailable or we cannot contact you at time of delivery your car may be dropped off at a terminal (which may not be nearby). A terminal drop fee ($50-$75) and any storage fees must be paid to the terminal prior to receiving your vehicle. Additional delivery charges may be assessed if you require the car to be delivered and you can’t pick it up yourself.

What about this 14-day guarantee*? How does that work?

Another benefit we provide that sets us apart from our competitors is our 14-day guarantee*. In the event that the main carrier takes longer than 14 days to deliver your vehicle we will reimburse you up to $35 a day until the day your car is delivered.  In the event that a local flatbed service is contracted in order to meet a specific pick-up date, the 14 days will begin once the main carrier takes possession of the vehicle.  Only after the main carrier exceeds 14 days will Pro Star reimburse the rental car fees.

*We can only apply this guarantee to shipments within the contiguous U.S.

Will I be called to let me know when my car will be picked up and/or delivered?

Contact is usually made (or at least attempted) the day before pick up/delivery. The driver or dispatcher will provide you with a time frame and will confirm directions. They will also advise you if it is necessary to meet him (usually at a shopping center or large parking lot) for pickup or delivery if he can’t get right to your door.

What do I do if I notice damage when my car is delivered?

Your car is fully insured by each of our carriers. All carriers have a deductible (just like you have on your insurance policy). We absorb the deductible in the event of damage. If damage occurs there are important guidelines that must be followed before a claim can be processed. First and foremost, there must be (in the eyes of the insurance company) damage. Sounds strange but the damage must be noted on delivery! If it’s not listed there must not have been any damage. Second, take pictures as soon as possible. Third, obtain at least two estimates. When this is completed submit estimates and original photos to the carrier who shipped your car, attention CLAIMS. We will help in anyway possible to facilitate the process but it is the carrier who will honor or deny the claim.

What is the difference between open and enclosed transport?

An open carrier is the same type of trailer that the dealerships/auctions use to transport cars.
They are two levels and fit 7-10 cars onboard or there are other types of open trailers that may only hold 2-5 cars.
This is the most common & least expensive type of carrier people use.
An enclosed carrier is a fully enclosed trailer which can hold 2-8 cars (two levels) and they typically haul exotics, classics, etc. and the cost is roughly 70% more.  Many enclosed trailers have lift gates which is an ideal way to load/unload low profile vehicles.

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