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FREQUENTLY ASKED QUESTIONS

Check out the most frequently asked questions here. If you can't find the answer you are looking for, please feel free to

contact us at Email: dsp@royallane.net  or  Call 1-833-505-4422

Q: What do I need to start hauling for Royal Lane Logistics?

To become an approved carrier with Royal Lane Logistics, you’ll need:

  • ✅ A valid MC or USDOT number

  • ✅ $1,000,000 in auto liability insurance

  • ✅ $100,000 cargo insurance (minimum)

  • ✅ Reefer Breakdown coverage listed on your COI (if hauling refrigerated freight)

  • ✅ A completed Carrier Setup Packet with signed Carrier Agreement

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Q: What trailer types and services do you support?

At Royal Lane Logistics, we move a wide range of freight and partner with carriers operating every type of equipment. Whether you're an owner-operator, part of a small fleet, or run a dedicated operation, we have loads that fit your equipment and preferences.

 

Trailer Types & Services We Support:

  • Dry Van

  • Refrigerated (Reefer)

  • Flatbed

  • Power-Only

  • Drayage

  • Local & Regional

  • Final Mile

  • Lift Gate & Driver Assist

  • Drop Trailer

  • Expedited & Team Service

  • Oversize / Overweight

  • High Risk / High Value

  • Cross-Border (Canada/Mexico)

  • Military & Department of Defense

  • Blanket Wrap & White Glove

  • Warehousing & Cross Docking

  • Round Trip Opportunities

  • SmartWay Certified Freight

🔄 70,000+ loads moved weekly — and we're always looking to grow with quality carriers like you.

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Q: How can I find and book loads?

At Royal Lane Logistics, we make it simple to keep your trucks moving. With access to our Carrier Load Board, you can view and book available loads 24/7.

📲 Options to Book Loads:

  • Use our Royal Lane Carrier Portal to search, quote, and instantly book select loads with Book It Now.

  • Prefer to speak with someone? Call us at (833) 505-4422 and select your carrier representative — available 24/7/365.

 

Q: What is the Royal Lane Carrier Portal?

Our Carrier Portal is a web-based and mobile-friendly platform built specifically for our carrier network. It allows you to:

  • Search and quote available loads

  • View and download load documents

  • Submit invoices and PODs

  • Receive fewer check calls through automated updates

  • Access load details in real-time from your desktop or phone

 

Q: How do I get access to the Royal Lane Carrier Portal?

It’s easy. Just request an account through your carrier onboarding link or email us at carriers@royallane.net.

Once approved, you can:

  • Access the portal online, or

  • Download the Royal Lane Carrier App (coming soon to the Apple App Store and Google Play)

🔐 Note: You can browse public load postings without an account, but booking and document features require login access.

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Q: How can I submit a check call?

You have two easy options for submitting check calls with Royal Lane Logistics:

  1. ✅ Use the Royal Lane Carrier Portal
    Submit automated or manual check calls directly through your dashboard — the fastest and most efficient method.

  2. 📞 Call Us Directly
    Contact your Logistics Account Executive by dialing (833) 505-4422. Use the extension listed in the upper left-hand corner of your Rate Confirmation.

Don’t have an extension?
Select Option 1 and a member of our team will assist you — we’re available 24/7/365.

 

Q: Who do I contact if I have a problem while moving a load?

If you encounter any issues while hauling a load, we’re here to help—anytime, day or night.

📞 Call (833) 505-4422

  • Dial the extension listed at the top left corner of your Rate Confirmation to reach your assigned Logistics Account Executive directly.

  • If you don’t have the extension, select Option 1 to speak with a team member.

🔁 We’re available 24/7/365 to support you while you’re on the road.

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Q: What documents are required to process my payment?

To ensure prompt payment, please submit the following:

  • 🧾 Royal Lane Rate Confirmation or Invoice

  • ✅ Signed Bill of Lading (BOL)

  • 🧾 Lumper receipts (if applicable)

  • 🧾 Scale tickets (if applicable)

  • 🧾 Any additional receipts or documentation needed for reimbursement

 

Q: How do I send the documents?

You have two options:

  1. 📲 Upload your documents via the Royal Lane Carrier Portal, labeled clearly as “Final Pay Paperwork”

  2. 📧 Email your paperwork to billing@royallane.net

    • Include your PO# in the subject line

🔁 Factoring carriers: Please submit documents directly to your factoring company, not to Royal Lane Logistics.

 

Q: Do you offer Quick Pay options?

Yes — we understand that cash flow is critical.

  • Standard Pay Terms: Net 30

  • 1-Day Quick Pay: 5% fee

  • 7-Day Quick Pay: 3% fee

To enroll or learn more, contact our Accounting Team at (833) 505-4422 or email billing@royallane.net.

 

Q: Why haven’t I received payment for my load?

You can check payment status and upload missing documents through the Royal Lane Carrier Portal.

Still need help? Contact our Payment Resolutions Team:
📞 (833) 505-4422
📧 dsp@royallane.net
Please have your Royal Lane PO# ready when you reach out.

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Q: Who do I contact regarding a claim?

If you are dealing with an active or potential claim related to a shipment, please reach out to our Claims Department as soon as possible.

📞 Call: (833) 505-4422
📧 Email: dsp@royallane.net

Please include the following in your message (if available):

  • PO# or Load#

  • Description of the issue

  • Photos of damage (if applicable)

  • Supporting documents (BOL, delivery receipts, etc.)

🚨 Prompt reporting helps us resolve claims faster and minimize disruptions.

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Q: What are the requirements to receive Detention or Layover Pay?

To be eligible for detention or layover pay, you must:

✅ Arrive on time for all scheduled appointments or within the first-come, first-serve window
✅ Call, text, or email Royal Lane Logistics:

  • Upon arrival and departure from any shipper or receiver

  • 30 minutes before detention time begins
    ✅ Ask the facility to notate your check-in and check-out times on the BOL or related paperwork
    ✅ If they refuse to notate, contact us before leaving the facility
    ✅ Request detention/layover pay from your assigned Logistics Account Executive
    ✅ If no prior agreement exists, detention must be negotiated and approved in writing prior to payout

 

Q: What are the requirements to receive TONU (Truck Ordered Not Used) Pay?

To qualify for TONU pay, you must:

✅ Be officially dispatched on a Royal Lane load before cancellation

If you haven't received full load details or a Driver/Carrier Info Sheet, dispatch has not occurred
✅ Arrive on time for the scheduled pickup window
✅ Notify us immediately at the first sign of issues, changes, or cancellation

TONU payments are evaluated on a case-by-case basis and must be approved by the load owner or account team.

 

Q: Who do I contact with questions about detention, layover, or TONU pay?

📞 Call: (833) 505-4422
📧 Email: dsp@royallane.net

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Q: Who can I contact if I suspect identity theft or a security issue involving my carrier profile?

If you believe your carrier identity or MC/DOT credentials have been compromised, please contact our Fraud & Security Team immediately.

📞 Call: (833) 505-4422 — then select Option 2
📧 Email: security@royallane.net

🔒 We take identity theft and carrier fraud seriously. Prompt reporting helps us investigate and take immediate action to protect your company and the freight on the road.

 

Q: Who can I contact if I have general questions or need assistance?

For any other questions, please reach out to our Carrier Services Team:

📞 Call: (833) 505-4422 and select Option 0
📧 Email: dsp@royallane.net

We’re here to support you 24/7/365 — whether it’s about onboarding, payments, paperwork, or anything else you need.

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