Service Limitations and Shipment Review at Dragonfly Delivery
Professional freight operators define what they can and cannot handle. Clear service limitations protect customers, freight, drivers, and receiving parties. Dragonfly Delivery reviews every shipment request at intake and communicates any limitations or special conditions before a job is confirmed — not after the truck is already dispatched. This transparency is a core part of how we operate.
Why Service Limitations Matter
A carrier who accepts every shipment regardless of actual capability creates problems downstream — failed deliveries, damaged freight, safety incidents, and disputes over responsibility. A carrier who accurately defines their capabilities and declines shipments that fall outside those capabilities protects everyone involved. Understanding our service parameters before you book prevents the most common cause of delivery failures: a mismatch between what was promised at booking and what was actually possible at execution.
Freight That Requires Individual Review
The following freight types are accepted on a case-by-case basis following dispatch review. They are not automatically declined but require additional information and confirmation before a job can be booked. Oversized freight exceeding the dimensions of a 20-foot box truck requires review for vehicle suitability and may require partner carrier coordination. Freight requiring two or more pallets stacked beyond a stable height requires confirmation of packaging integrity before loading. High-declared-value freight above standard liability thresholds requires confirmation of cargo protection arrangements before dispatch. Freight with narrow appointment windows during peak periods requires schedule confirmation before the appointment commitment can be made.
Freight Outside Direct Service Scope
Certain freight types fall outside Dragonfly Delivery's direct service scope and will be identified as such at intake review. Temperature-controlled freight requiring refrigerated or heated transport is not handled by Dragonfly Delivery's direct fleet. Hazardous materials classified under Transportation of Dangerous Goods regulations require specialized licensing and equipment that falls outside standard operations. Livestock and live animals are not transported. Freight requiring flatbed or specialized heavy equipment loading beyond liftgate capability is not handled directly but may be coordinated through partner networks depending on the specifics.
Geographic Limitations
Direct service covers Toronto, the GTA, and Ontario corridor routes. Cross-border delivery to the United States is not handled directly — US-bound freight can be coordinated through partner carrier networks but requires additional documentation, customs coordination, and transit arrangements that differ from domestic Ontario delivery. International freight beyond Canada is handled through partner parcel and freight networks.
Improperly Prepared Freight
Freight that is not safely packaged, not properly palletized, or not structurally stable for transport may be refused at pickup until remediation is completed. This protects the freight from damage during transport and protects drivers from handling safety risks. Proper packaging, secure palletization, and stable load configuration are client responsibilities that directly affect delivery success.
Questions Before Booking
If your shipment involves any of the conditions described above, contact dispatch before submitting a formal intake request. Call Dispatch or describe your freight in detail through the intake form and dispatch will review and respond before confirming the job. Early communication about complex or boundary-case shipments produces better outcomes than discovering a limitation on pickup day.
