Frequently Asked Questions

Take a look at the following FAQ's to help answer any questions you may have about our services.

 

What is the maximum weight and size per box accepted by Greyhound© Package Express?

Maximum weight per piece is 100 pounds and the maximum size that will fit under the bus is 30"x47"x82". Items exceeding the above weight and/or size will NOT be accepted by Greyhound Package Express for transport.

Are there certain items that are not suitable for shipping by bus?

Definitely…Unfortunately, it is difficult to define an exact list in this forum.  In general, Busfreighter.com does not recommend shipping fragile items and/or items requiring special handling long distances through the intercity bus network. Also, televisions and other electronics are not accepted by Greyhound Package Express…if accepted, these items may not be eligible for damage coverage in the event of damage/non-working order upon receipt.  Mattresses and other large furniture items are also not accepted…those items are more suitable for moving services and not parcel shipping.  If you are unsure, please email or call us if you have a question regarding item suitability.

What if my shipment exceeds the piece count, purchased weight and/or box size allowance?

(See purchase agreement)  An email detailing the additional piece, weight and/or oversized charges among other potential charges will be sent to you and your credit card used for your order will be charged after email notification. This information is also provided in your orders purchase agreement.  Visit the rates link and select accessorial rates for these additional add-on charges.

What is a Convenience Drop-Off location (CDL)?

A convenience drop-off location (CDL) is separate from the intercity bus network of stations and agencies. CDL's accept shipments Monday through Friday from 9am to 5pm only...Holiday drop offs are currently not available.  The CDL accepts and holds shipments until a Greyhound assigned courier delivers them to the designated Bus Station.  Once delivered to the station, Greyhound personnel weigh, measure and process the shipment.  Please note that a CDL does not determine shipment suitability in most cases and acceptance by the CDL does not imply or ensure acceptance by Greyhound Package Express.  Please email or call us if you have a question regarding item suitability.  

Is Tracking Available?

Yes, you will be provided with an online order number that can be used for shipment tracking. Please note that tracking details on GPX deferred services is rather limited comprising of departure and arrival confirmations...this is due to the deferred service level purchased and offered through Busfreighter.com.  GPX Priority service levels typically provide additional tracking detail due to the time sensitive nature of that service level.

How long will it take for my shipment to arrive?

Many shipments placed through BusFreighter.com are cross-country shipments...as a result, these shipments typically take 7-10 days to arrive. Shipments traveling less than 1,500 miles typically take 2-5 days depending on the actual distance.  Note that package size could impact these estimates and the above information is provided as general guidance and not transit time guarantees.

Can I insure my package?

The Declared Value coverage indicated in your order is provided through Greyhound PackageXpresss. GPX does not offer "insurance" for items but instead offers coverage based on the present day value of the items shipped. See GPX Terms and Conditions for detailed declared value information and limitations. 

Where do I go to ship my package?

Most major metropolitan locations provide a separate storefront/counter for processing Greyhound© Package Express (GPX) shipments. If the GPX storefront is closed you may bring your package to the Greyhound ticket counter and a customer service representative will process your shipment. (Tip: Proceed to the "will call" section of the ticket counter, if available, to save time.)

What are the terminal hours of operation for drop off and pick-up?

GPX shipping centers and Greyhound terminal hours vary by location with many locations offering service 24 hours a day, 365 days a year. Please visit www.Greyhound.com for operating hours and contact information.  Helpful hint....BusFreighter.com recommends that customers drop off and pick up items Monday-Friday from 7am to 7pm local time as staffing during those hours are more familiar with processing GPX shipments.

Will the recipient be notified upon arrival of the package?

Yes, the recipient's phone number you provide at the time of shipping will be utilized to notify the recipient. If no phone number is provided, a postcard will be sent notifying the recipient of the shipment's availability.

Do you ship to Mexico or Canada?

No, GPX does not currently offer cross-border services into Mexico or Canada.

May I pay at the Greyhound station in person?

No, in order to obtain the discounted rates offered through Busfreighter.com the order must be placed online through Busfreighter.com.  See “How it Works” for additional information.

Why are your rates less expensive than going direct to Greyhound?

Busfreighter.com markets our incredible discounts through multiple marketing channels consolidating thousands of customers.  This scale allows us to obtain substantial volume discounts that we then pass on to you.  As an authorized reseller of their shipping services we also are experts on the best ways to utilize Greyhound Package Express’s unique shipping network and capabilities.

Why is the receipt I received from Greyhound different from the amount paid to Busfreighter?

The amount on the receipt is the amount Greyhound charges Busfreighter.com and is substantially discounted (even more discounted than the discounted rates offered by Busfreighter). The difference/variance in pricing is how the website generates income.  In all cases, refer to your Busfreighter order details regarding weight allowances and such to determine if additional accessorial rates may be applicable…not to the rate documentation or information provided at the station.

What if my shipment comes in less than the purchased weight?

Simply email us a credit request to sales@busfreighter.com detailing the tariff weight indicated on your busbill and your purchased weight in these situations.  Please note that our discount program does have certain weight minimums that are system enforced based on number of items shipped that are not refundable in the event of less weight being shipped which could impact the refundable amount.  (current minimums are 100 pounds for up to 5 boxes/20 pounds per box thereafter.)

How can I reach customer service?

By e-mailing sales@busfreighter.com or by calling a busfreighter customer service representative @ 1-214-227-9792 or  Greyhound customer service @ 1-866-SHIPGPX.

What is BusFreighter.com's refund policy?

Other than for reduced weight.  BusFreighter.com provides for refunds prior to shipping (shipment pick-up or shipment drop off (whichever applies)). BusFreighter.com does not facilitate refunds after the shipment has been picked up/dropped off and shipped by Greyhound© PackageXpress. Any refund request following shipping is almost always associated with the GPX claims process as the deferred shipments sold by BusFreighter.com are not typically eligible for refunds due to delayed arrival. (This is due to the nature and distance of the shipments.)  

I am receiving an error message that no origin or destination location exist...why?

It depends, invalid zipcodes are not specifically identified by the system (sorry) and could be the cause of the error message. Try city/state lookup in these cases to make sure. Busfreighter discounts are not available out of all bus terminals as some operated by other bus companies do not participate in the Busfreighter discount program...if no Greyhound operated facility exist within 100 miles from the city no locations will be returned.

Why does my local station/terminal not appear when I am in Quotes/Order Placement?

A number of factors are used when displaying eligible locations. These include how many items/boxes a location can physically accommodate due to minimal space and who operates the location (only Greyhound operated locations process outbound shipments on the Busfreighter discount). 

Where do you offer pick-up and delivery (Full Service)?

We currently deliver to most major and some secondary markets throughout the United States. Instant quotes and ordering manage the availability of pick up and delivery which is provided within a 25 mile radius of the terminals where courier services are available. If pick up and/or delivery is available, you will see a Semi-Full Service or Full Service options with your quote.

Does GPX deliver to homes and apartments?

Yes, GPX does currently offer residential pick-up and delivery in most major and mid-major markets. A four hour appointment window is required for residential courier services.  Also note that stairs/walk up floors need to be disclosed in additional details when placing your order as additional charges and/or availability has to be determined before order processing. All residential courier services are defined as "at the door" and interior residential (Inside the Home) delivery services are not offered by GPX or Busfreighter.com.

Does GPX offer courier service involving stairs/walk up apartments?

Depends, all stairs/walk-up floors need to be disclosed in additional details when placing your order as additional charges and/or availability has to be determined before order processing.  If stairs/walk-up service is needed please place your order a day or more prior to your intended pick-up date.

What happens if no one is there to receive the delivery?

GPX will hold the package and make the package available for pick up at a designated Greyhound facility unless authorized to leave the package without signature. Unsuccessful deliveries will incur a re-delivery charge if requested.

How do I change my pick-up or delivery order?

If  your order has already been processed by Busfreighter.com and you need to change anything related to your order call Greyhound customer 1-866-SHIPGPX.  If prior to order processing email Busfreighter.com customer service detailing your requested change.

Do my items have to be in boxes?

It depends, GPX accepts certain items that are not boxed, but are extremely durable, wrapped and padded to prevent damage to the item and to other items in the cargo bins. It is best to contact customer service by emailing sales@busfreighter.com to seek approval prior placing an order not boxed and/or crated.  The accepting Greyhound representative is the final determiner of item acceptability in all situations regardless of any prior advice provided by us.

What are your packaging requirements?

All shipments must be packed in containers made of durable material and of quality sufficient to withstand handling on buses. All packages containing FRAGILE or PERISHABLE articles must be marked in large letters, preferably with appropriate labels. See GPX Terms and Conditions for complete packaging requirements.

Should I leave my package open for inspection?

Not Required. Greyhound reserves the right to open and inspect shipments when deemed necessary, and to refuse those improperly or inadequately packed, those damaged, and those containing articles prohibited for shipment. See GPX Terms for additional details. Tape will be made available to finish your packaging in the event of package inspection at drop off.