Submit a guaranteed service claim using the shipment, documentation, and contact details below.
"}}],"footerLinks":[{"iconBrandfolder":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"https://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg?auto=webp&fit=cover&width=584&height=584 584w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg?auto=webp&fit=cover&width=1167&height=1167 1167w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg?auto=webp&fit=cover&width=2334&height=2334 2334w","sizes":"(min-width: 2334px) 2334px, 100vw","type":"image/webp"},{"srcSet":"https://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg 584w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg 1167w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg 2334w","sizes":"(min-width: 2334px) 2334px, 100vw","type":"image/svg"}]},"layout":"constrained","width":2334,"height":2334,"svg":"https://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg","alt":""}},"link":{"url":"/login"},"text":"Login"},{"iconBrandfolder":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"https://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg?auto=webp&fit=cover&width=584&height=584 584w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg?auto=webp&fit=cover&width=1167&height=1167 1167w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg?auto=webp&fit=cover&width=2334&height=2334 2334w","sizes":"(min-width: 2334px) 2334px, 100vw","type":"image/webp"},{"srcSet":"https://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg 584w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg 1167w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg 2334w","sizes":"(min-width: 2334px) 2334px, 100vw","type":"image/svg"}]},"layout":"constrained","width":2334,"height":2334,"svg":"https://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg","alt":""}},"link":{"url":"/about/contact"},"text":"Customer Service"},{"iconBrandfolder":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"https://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg?auto=webp&fit=cover&width=584&height=584 584w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg?auto=webp&fit=cover&width=1167&height=1167 1167w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg?auto=webp&fit=cover&width=2334&height=2334 2334w","sizes":"(min-width: 2334px) 2334px, 100vw","type":"image/webp"},{"srcSet":"https://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg 584w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg 1167w,\nhttps://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg 2334w","sizes":"(min-width: 2334px) 2334px, 100vw","type":"image/svg"}]},"layout":"constrained","width":2334,"height":2334,"svg":"https://cdn.bfldr.com/2YLU38BS/at/kz3hc7nhgrvjf6h3b37m6h9p/add_24px.svg","alt":""}},"link":{"url":"/about/contact"},"text":"FAQ"}],"startClaimContent":{"html":"A completed claim form must be submitted within 7 days of the delivery or loss of shipment to be valid. A submitted claim will be acknowledged within 30 days of receipt via email. All claims are processed within the order they are received.
In the claim form you will need to provide the following information:
In addition to the above, you will also need to provide supporting documentation of the shipment, such as:
Start your Claim Form
Input the waybill or reference number of the affected shipment below.
"},"shipmentDetailsContent":{"html":""},"documentationContent":{"html":"NOTE: Claim should be supported by following document
Bill of landing
Failure to include documentation may be grounds for denial of your claim and may delay decision.
Forward Air reserves the right to request any additional documentation if deemed necessary.
"},"documentation":[{"content":{"html":""},"formName":null},{"content":{"html":"Bill of Landing
"},"formName":"Bill of Landing"}],"contactSignatureContent":{"html":"We use Docusign for our Claim Form. This is done via email. DocuSign Instructions.
"},"submissionNote":null,"reviewLegalContent":{"html":"FORWARD Guaranteed – Standard Guaranteed Service (“Guaranteed Service” or “GS”) is FORWARD’s guaranteed service for recovery of an LTL shipment in accordance with FORWARD’s published recovery time in effect on the date of shipment, as published on https://www.forwardair.com/schedules. Notwithstanding any other contradictory terms or conditions in these Service Conditions, Guaranteed Service is subject to the following terms and conditions:
i. Guaranteed Service is only applicable for certain LTL shipments between select FORWARD airport locations in the contiguous United States. Guaranteed Service is not available when the origin or destination is an agent station or one of our Canadian locations.
ii. Shipments must be received by FORWARD at the origin location no later than two (2) hours before the published cutoff time for the desired origin/destination locations to qualify.
iii. FORWARD guarantees to have the shipment available for recovery on or before the published recovery time in effect on the date of shipment, as published on https://www.forwardair.com/schedules. The fee for GS is thirty percent (30%) of the base line haul charge (accessorials excluded), subject to a fifty dollar ($50) minimum. For example: if the base line haul charge less applicable discount is $200, a $60 GS fee would apply, after which any fuel surcharge and applicable accessorial charges would be added to calculate total charges for the shipment. If the base line haul charge less applicable discount is $100, a $50 GS fee would apply, after which any fuel surcharge and applicable accessorial charges would be added.
iv. Customer will be able to select Guaranteed Service at the time of booking (via FASTBook, EDI, API) for GS authorized lanes:
v. In the event of a failure by FORWARD to have a GS shipment ready for recovery by the published recovery time, FORWARD will offer a credit in the amount of the base line haul charge and the GS fee ($260 in the first above example). Customer must request credit by completing an online form (https://www.forwardair.com/fast-forms) within seven (7) calendar days of the actual recovery date and submitting to GSClaims@forwardair.com. Only the Customer can request credit; and no credits will be made to any party other than the Customer. FORWARD’s liability is limited to a credit of the base line haul charge and GS fee only. Any fuel surcharge and/or applicable accessorial charges will not be credited. Additionally, FORWARD will not be liable for any indirect, consequential, special, exemplary or incidental expenses, damages or claims arising from failure to provide recovery as agreed, even if we have been advised of the possibility of such damages.
vi. Notwithstanding the foregoing, FORWARD will not be responsible, and a Customer will not be entitled to a credit of the GS fee, for any delay in recovery time due to a force majeure event such as fire, flood, earthquake, hurricane, tornado, or other natural disaster, acts of a public enemy, revolution, civil disorder, war, orders of any government or public or local authority, or a mechanical failure due to such force majeure event. Likewise, FORWARD will not be responsible, and a Customer will not be entitled to a credit of the GS fee, for any delay in recovery time due to a re-consignment requested by the Customer.
vii. Guaranteed Service is not available at agent stations or our Canadian locations, for Hazmat, pick-up and delivery, refrigerated or in bond shipments, for preload shipments, either tender or recovery, or for any shipment of greater than twenty-five (25) pieces.
viii. FORWARD reserves the right to cancel, suspend, or modify this Guaranteed Service at any time, in whole or in part, as determined by FORWARD in our sole and unlimited discretion, and without prior notice.
"},"signatureContent":{"html":"Thank you for submitting your claim form. We will review the form and supporting documentation as soon as possible. We hope to find a resolution for the issues with your shipment.
A few things might happen in the meantime:
Please do not submit duplicate claim forms for the same shipment. This may adversely impact your claim.
"},"confirmationFinalButtonLink":{"url":"/"},"confirmationFinalButtonText":"Return to Forward.com"}}},"pageContext":{"id":"37a017ba-5178-52d4-9e88-f5de0c46f6d0","prismicId":"aj4uZxEAACsAydPU","uid":"guaranteed-service-claim","url":"/guaranteed-service-claim"}}, "staticQueryHashes": ["144802666","1449102017","1534033426","1943585485","3017169769","3176288120","3226378675","3717754260","3783059516","3928576748","4031602760","4145922490","424534337","835184744"]}