Means Express Courier Services
Order Acceptance – The Courier agrees to accept or deny MeansExpress dispatched orders within 10 (ten) minutes of receipt of said orders. Additionally, if the Courier fails to cancel an accepted delivery within 10 (ten) minutes of delivery acceptance, MeansExpress shall have the right to offset additional costs incurred by MeansExpress by MeansExpress’s customers.
Device compliance – The Courier acknowledges and agrees that geo-location information will be provided to the Platform through use of the Driver app, to provide Logistics Services. Courier must enter pick-up START TIME, delivery END TIME and must receive PROOF-OF-DELIVERY in the form of a signature, picture, and typed receiver’s name in the notes field of the Driver app. If Courier fails to complete the agreed upon Device Compliance, MeansExpress shall have the right to offset additional costs incurred by MeansExpress by MeansExpress’s customers.
Service Levels
90 Minute SLA – Product pick-up shall be completed by the Courier from the address designated by MeansExpress, within 90 (ninety) minutes of acceptance of any order. If Courier fails to complete the agreed upon SLA, MeansExpress shall have the right to offset additional costs incurred by MeansExpress to MeansExpress’s customers.
120 Minute SLA – Product pick-up shall be completed by the Courier from the address designated by MeansExpress, within 120 (one hundred twenty) minutes of acceptance of any order.
180 Minute SLA – Product pick-up shall be completed by the Courier from the address designated by MeansExpress, within 180 (one hundred eighty) minutes of acceptance of any order. If Courier fails to complete the agreed upon SLA, MeansExpress shall have the right to offset additional costs incurred by MeansExpress to MeansExpress’s customers.
Time of Delivery Operations – 7:00am to 8:00pm Sunday – Saturday (7 days per week)
Loading and Unloading – The Courier is responsible for the loading and unloading of one’s vehicle at the pickup and delivery point. Courier is responsible for obtaining all relevant proof of delivery including but not limited to electronic image via pictures, signature, or other means of verification.
Driver Team will pick up delivery orders from designated in-store,
Pro Desk Area
Order Pick-up Desk
Customer Service Desk
In-Store Lockers.
Stores will require Drivers to show order information (order number) in Drivers TMS platform to accept possession of the order and product.
Driver to verify correct order ID number and quantity of items against the Lowe’s pick label. Pick label will be attached to the order.
Driver to visually inspect order and product for visible signs of damage.
The driver will take a photo of the order, where available, at pickup to ensure the order is intact and is not being received with any damage to the products.
The driver will ensure the product is adequately protected prior to loading.
The Driver is responsible for securing all loads prior to departing the store.
Driver will safely, accurately, and promptly deliver the product outside the customer’s home or jobsite in a responsible manner.
The Driver will obtain customer signature and/or take and upload a photo showing proof of delivery and customer acceptance, through the Driver’s TMS platform on Driver’s mobile device. (If the Driver Team cannot provide proof of delivery, Vendor will not be paid for that delivery).
If any discrepancy or customer service issue develops during a delivery, the Driver will contact the Exception Management Team who will collaborate with the appropriate Store when necessary to correct the customer service issue.
Product that is refused by the customer or product not successfully delivered must be returned, or every reasonable effort made to return, to the originating Store by close of business the day of attempted delivery for disposition & rescheduling where applicable.
Personnel Compliance – Courier shall ensure that it and its Personnel comply with MXS policies and standards as included herein as also set forth in the LPA. In addition,
The Driver’s ability to perform basic customer service must be provided at all times through the pick-up and delivery.
Drivers are licensed and compliant with all local, federal, and state governmental agency requirements including, but not limited to, the Department of Transportation (“DOT”).
The driver must be properly licensed and eligible to drive all vehicles required to perform the services hereunder.
All drivers must adhere to all service regulations, including, but not limited to, the regulation of hours.
All Vendor’s Personnel must be able to provide a valid identification card for their state of residence.
Personnel on Premises – Courier will (i) observe and comply with all posted security procedures, rules, regulations, policies, working hours and schedules and all other instructions concerning business operations, including building security, information security, safety, and fire protection procedures; (ii) use their best efforts to minimize any disruption to business operations and locations; and (iii) refrain from causing damage to such facilities nor use for unlawful purpose or act. If Courier is provided keys, codes, passwords or other access devices to locations, equipment or systems, Courier shall protect such devices, shall maintain a log book of the names of personnel and times when they have possession of such devices or access to the systems or equipment, shall account for all such devices whenever requested to do so, shall return and discontinue use of all such devices upon request or upon termination of its obligations hereunder.
Personnel Attire – Driver shall wear attire that is conducive for safely executing a delivery and is appropriate for a retail environment conducive with the Company’s. Brand and Image and shall not be revealing in nature or include lewd, crude, or offensive language or imagery. All clothing should be neat and clean and free from excessive rips, tears, or frays. Drivers should maintain a clean and neat appearance including good personal hygiene. Driver Teams will provide other personal safety equipment, as necessary.
Vehicle Condition – Delivery vehicles shall be free of excessive damage, free of graffiti.
CONTRACTS, RATES, PAYMENTS.
a. Upon full onboarding and access to the Platform, Contractor shall have access to Contracts on an ongoing basis, as they become available to Means Express.
b. Contractor will have the ability to view all requirements and terms, including but not limited to (a) pricing, (b) insurance limits, (c) performance SLA’s related to each Contract, and shall have the ability to “accept” or “reject” each Contract on a market by market basis. Contractor may not, at any time, charge more than the amounts agreed to in each signed Contract without prior written approval by MXS.
c. MXS will pay all invoiced amounts, not otherwise disputed by written notice, upon ten (10) days from invoice receipt. Any disputed amounts shall be raised with Contractor prior to the due date or such amounts shall be deemed valid. Contractor will be required to submit banking information to MXS to facilitate ACH direct deposit.