Frequently Asked Questions
Have Questions? Read Our FAQs.
Many of the questions we’re asked often are answered below. Have a question not listed below? Please email it to us at info@excelgroup.com. We’ll get an answer for you right away!
Courier
Do I need an account to place an order?
No. You can place an order anytime by calling (703) 478-0140 and paying with credit card. If you have an ongoing need, you may find it more convenient to create an account.
What types of vehicles are on your fleet?
Our fleet consists of cars, vans (mini, sprinter and cargo), straight trucks with and without lift gates, tractor-trailers, and specialty vehicles (climate-controlled and roller bed). Learn more about Excel Courier Services
What is fuel surcharge?
Fuel surcharge is a standard, industry-wide fee which is reimbursement for the fuel expenses incurred during the delivery and is based off the U.S. Energy Information Administration (EIA).
Is someone onsite 24/7?
Yes, representatives are on-site at our Sterling facility 24/7/365 to take your call.
How do I place an order?
Call our main 24/7/365 line at (703) 478-0140. If you have an account with us you will also have access to an online portal to place orders.
Can you provide service at airports?
Yes. We are TSA-certified to service to any airport including IAD, DCA, BWI, RIC, and MDT and have an average of 60 TSA-certified drivers.
How do I create a courier account?
Go to our Client Portal and select New Account near the bottom left-hand corner. This will submit your information directly to our system. A representative will contact you within 24 hours to confirm the information and get details on your need before activating. For immediate order inquiries, please call our 24/7/365 Client Services at (703) 478-0140.
Online Portal
What do I do if locked out of my online account?
- You are given three attempts to login
- Before those three attempts expire, you can select ‘Forgot Password’ to reset
- If you’ve been locked out, please call Client Services at (703) 478-0140 to unlock
- Excel does not have access to see your password but can reset it for you
Who should I call if I am having issues with the portal?
Please call our main line at (703) 478-0140 and they will direct you to support.
Billing and Payments
What payment methods does Excel accept?
For orders placed without an account – Credit card only (4% fee)
For orders placed with an account – Credit card (4% fee), ACH, and check
What are your payment terms?
N/30
How often do you invoice?
- Courier invoices are weekly
- Warehouse invoices are monthly
How do I receive invoices?
Excel can email invoices to your selected list of recipients, send by mail, or even upload them directly to your portal if you have one.
What is a billing reference?
Billing reference is to help you identify a specific transaction in your billing system. For example, a P.O. number for a contract or a case number associated with your client.
Get Your Quote and Start Today:
To place an order immediately, please call Client Services at (703) 478-0140
Logistics
How many warehouses do you have?
Excel has five fully operational warehouses located in: Sterling and Richmond, VA; Elkridge, Gaithersburg and Beltsville, MD; and Harrisburg, PA. View maps of our locations.
What if I want to use Excel with my current inventory management software?
No problem! We are flexible enough to directly work with your inventory management system. We also have an inventory management system if you’d prefer to use that.
Do I have to use Excel’s shipping or freight accounts or can I use my own?
Either. If you would prefer to use your business or individual accounts to ship or transport from one of our warehouses, we can accommodate. We also have long-standing relationships with major carriers and can ship using our accounts and include the cost on the invoice. We also are a courier service. If your transportation need is local or regional, we can assist with the delivery.
Drivers
How many drivers do you have?
At any given time Excel contracts with an average of 100+ drivers.
Are your drivers uniformed?
Yes, drivers are required to wear an Excel Courier logo’d shirt. They are also assigned an Excel identification badge which is to be clearly displayed.
How do you qualify your drivers?
Excel employs a vendor management department whose priority is to vet, recruit, and retain drivers. Drivers must meet quality standards which include an acceptable driving record and vehicle, insurance, and updated registration. All of which are monitored and updated by our vendor management team.
Do you have TSA verified drivers?
Yes. We have offices close to IAD, DCA, BWI, RIC, and MDT requiring us to have TSA verified drivers.
