Top 5 Things to Ask Before Hiring a Freight Forwarder

The Cost of Not Asking the Right Questions

You don’t find out you hired the wrong freight forwarder when you book the shipment — you find out when it’s already gone wrong.

A delay no one warned you about.
A surprise fee that blows up your budget.
A shipment stuck in customs, and suddenly… radio silence.

It’s rarely a bad price that sinks the deal — it’s the missing questions.

Let’s fix that.

Ask #1 – “What Do You Actually Handle — and What Do You Hand Off?”

On paper, most freight forwarders promise the world.
  Global reach. Multimodal mastery. Seamless door-to-door service.

But behind the brochure? It’s not always what it seems.

Some forwarders run a tight in-house operation.
  Others hand off your shipment to third-party agents you’ll never meet — and can’t hold accountable when something goes sideways.

Here’s the difference:

• One forwarder tracks your cargo from warehouse to delivery — and calls you before you even know there’s a delay.
• Another books your shipment, then disappears, leaving you chasing updates across three time zones and five email chains.
   

So ask them, straight up:

“Which parts of the process do you control directly — and which ones do you outsource?”

Because it’s your cargo.
You deserve to know who’s steering the wheel.

Ask #2 – “Are You Licensed, Insured, and Auditable?”

A smooth website and a friendly voice don’t mean a thing if the forwarder isn’t legit.

Plenty of companies talk the talk but don’t have the paperwork to back it up. And in freight, that can cost you more than a late delivery. It can mean seized cargo, legal headaches, or a complete loss with no one to claim it.

Here’s what you need to know — and ask for:

• Licensing – Are they registered with relevant authorities like the FMC (for ocean freight) or IATA (for air)?
• Insurance – Do they offer cargo insurance? Are they insured — or are they hoping you are?
• Accountability – Can they give you a clear paper trail if something goes wrong?
   

If they hesitate, deflect, or change the subject — that’s your answer.

A real freight forwarder is proud to show you their credentials.
 A shady one hopes you don’t ask.

Ask #3 – “How Do You Price, Quote, and Communicate Costs?”

Ever seen a freight quote that looked great… until the invoice landed?

Yeah, you’re not alone.

One of the biggest pain points in freight forwarding isn’t the cost itself — it’s the lack of clarity around it. Charges pop up mid-shipment. Fees appear without explanation. And suddenly, your “affordable” shipment costs twice as much.

Here’s what you should ask:

• What exactly does this quote cover?

Is it all-in? Are there port fees, customs charges, fuel surcharges lurking underneath?

• When will I be billed — and for what?

Do they notify you before fees are added, or after it’s too late?

• How do they handle unexpected costs?

Do they eat the difference on their mistake, or pass it on quietly?

A solid freight partner is upfront about cost. They walk you through the breakdown and flag what’s flexible.

If you’re getting vague numbers and one-word answers, you’re not dealing with transparency — you’re dealing with trouble.

Ask #4 – “What Happens When My Shipment Hits a Wall?”

Because let’s be honest — something will go wrong.

Delays. Strikes. Weather. Port congestion. Customs hang-ups.
It’s not if — it’s when.

And that’s when your freight forwarder either steps up… or disappears.

What you need to know:

• Do they have a plan for disruption?

Not just a generic “we’ll handle it,” but a real protocol. Alternate routes. Contingency carriers. Fast customs response.

• How fast do they communicate when things change?

Do you get a proactive call or find out through a frustrated customer?

• Can they explain how they’ve handled past emergencies?

You’re not looking for perfection. You’re looking for accountability under pressure.

Great forwarders solve problems before you even see them.
  Bad ones don’t even tell you there is one.

If they can’t clearly explain how they navigate chaos, they shouldn’t be navigating your cargo.

Ask #5 – “Can You Prove It?”

Anyone can say they’re reliable.
  Anyone can say they’ve “been doing this for years.”
  But when your cargo — and your reputation — is on the line, you need more than talk.

You need receipts.

Here’s what to ask for:

• Client references — Not just names dropped in passing, but actual businesses they’ve worked with. Bonus points if they’re in your industry.
• Case studies or problem-solved stories — How have they handled real-world messes? What did they do when something broke?
• Visibility tools — Can you track shipments in real time? Do they give you data, not just status updates?
   

A legit forwarder won’t get defensive when you ask for proof — they’ll lean in and show you what they’ve done.

And if all they offer is a testimonial with a first name and a smiley face?
That’s not proof. That’s marketing.

Before You Sign That Contract...

Freight forwarding isn’t just about moving boxes. It’s about trust, timing, and who shows up when things go sideways.

The right partner won’t just promise smooth delivery — they’ll have the systems, people, and receipts to back it up. The wrong one? You won’t realize it until your shipment’s stuck and your phone calls go unanswered.

Price matters. But the questions you ask before you book matter more.

Ask them like your business depends on it — because it does.

Tired of vague answers and surprise delays?

At SJ Logistics, we don’t dodge questions — we answer them before you even ask.

Let’s talk. Real people. Real freight solutions.
Connect with us and ship with confidence.