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Refund & Dispute Policy


Effective Date: 04.05.2025
J&J Wayfinder Logistics, LLC

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1. Overview

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At J&J Wayfinder Logistics, we bring decades of combined experience in transporting heavy equipment and oversize loads across the United States. Our mission is to provide professional, transparent, and dependable service on every shipment. This policy outlines our procedures regarding refunds, cancellations, and disputes, aligning with federal transportation regulations and industry best practices.

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2. Cancellations & Refund Eligibility

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✅ Full Refunds

Customers are eligible for a 100% refund of their initial deposit if cancellation is requested at least 48 hours prior to the scheduled pickup window.

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🔁 Partial Refunds

Cancellations made less than 24 hours prior to pickup, or after dispatch to a carrier, may be eligible for a partial refund, issued solely at the discretion of J&J Wayfinder Logistics.

  • Partial refunds account for administrative time, coordination efforts, and resources already committed to your shipment.

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❌ No Refunds Will Be Issued If:

  • A carrier has arrived at the pickup location, regardless of whether the vehicle/load is released.

  • The customer provides inaccurate, misleading, or incomplete shipment information, resulting in delays, rejections, or equipment mismatch.

  • Shipment is delayed or canceled due to force majeure events, including but not limited to:

    • Severe weather

    • Mechanical failures

    • Traffic incidents

    • Road closures

    • Government or regulatory delays

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3. Disputes & Claims Process

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📄 Reporting a Dispute

All disputes must be submitted in writing within 7 calendar days of delivery. Include:

  • Shipment reference number

  • Detailed description of the issue

  • Supporting documents and photographs, if applicable

Submit to: 📧 support@jjwayfinder.com

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🛠️ Damage Claims

In accordance with FMCSA regulations, any damage incurred during transit is the legal responsibility of the carrier.

  • Damage must be noted on the Bill of Lading (BOL) at the time of delivery.

  • Customers must file claims directly with the carrier’s insurance provider, whose information will be shared upon dispatch.

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⏱️ Resolution Timeline

  • We will acknowledge your submission within 2 business days.

  • Our team aims to resolve eligible disputes within 10 business days, subject to carrier or insurance response time.​

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4. Chargebacks & Unauthorized Payment Disputes

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Filing a credit card chargeback without prior communication with J&J Wayfinder Logistics is a violation of this policy and may constitute fraudulent activity.

If a chargeback is initiated in bad faith or without merit, we reserve the right to:

  • Dispute the chargeback with documentation of services rendered

  • Pursue recovery of funds through collections or legal action

  • Suspend or terminate future services with the customer

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5. Contact Us

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For all refund requests, dispute submissions, or questions, please contact our support team:
📧 Email: support@jjwayfinder.com
📞 Phone: (336) 335-4504
📍 Office Hours: Monday–Sunday, 8AM–6PM EST

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