Customer onboarding

Welcome aboard. Here is everything you need to start shipping.

Four short steps, all on this page. Finish the paperwork, watch the booking walkthrough, save the ops desk address, and the Rocket A⁠-⁠Team takes it from there. Several of Freight Club's best are now part of that team, so the people who know your account are still on it.

Start the paperwork See how to book an order

Already shipping with us? Jump to the ops desk guide

01Credit applicationOpens your account and sets your terms.
02Card authorizationA card on file, if that is how you pay.
03Learn to bookA short walkthrough of your first shipment.
04Meet the ops deskOne address for everything once you ship.

Steps 1 and 2 · Paperwork

Two documents, in your inbox within a minute.

Tell us where to send them and PandaDoc delivers each one for e-signature. Most shippers finish both in under ten minutes.

Credit application

Our standard brokerage credit application. It opens your account, sets your payment terms and gives us an accounts payable contact on your side. There is no hard pull on your credit; we use the information to set up receivables coverage on ours.

Have on hand

Legal company name and billing address
Tax ID or DUNS number
An accounts payable contact
Trade references, if you have them handy

Credit card authorization

For shippers who would rather keep a card on file than run on invoice terms. Invoices are charged to the card you authorize, and you can move to terms later once the credit application is approved.

Have on hand

The card you want on file
The billing address on the card
Who should receive the receipts

What happens once you sign

1Your account and logins are created and your carriers loaded, usually by the next business day.
2A welcome email arrives with your platform login and your account team's contacts.
3We schedule a short training call if you want one, or you start from the walkthrough below.

Step 3 · Your first shipment

Booking an order takes about two minutes.

Watch the walkthrough, then book your first shipment with your Rocket login. Quote, carrier choice, service level and paperwork all happen on one screen.

How to Book a Shipment · Watch on YouTube

Have these on hand

Pickup address, contact, and the hours the dock or store is open
Delivery address, and the consignee's name and phone
Pieces, weight and dimensions for each handling unit, and what is inside
Service level: Threshold, Room of Choice, or White Glove with full assembly
Your order or PO number, so it prints on the BOL and the invoice

What the platform does

1Rates every carrier and service level side by side, your direct tariffs included
2Books the carrier you pick and dispatches the pickup
3Returns the BOL and labels, and tracks the shipment to the door

Shipping in volume? Rocket's booking agent takes your order file and books every line, and the API is open for your team. Ask your account team to switch either one on.

Step 4 · Once you are shipping

One address for everything.

The ops desk is the Rocket A⁠-⁠Team: the Rocket crew plus the people who came over from Freight Club and know how your freight moves. Every request, change and question about a shipment goes to this inbox, so nothing waits on one person's calendar.

ops@gorocketshipping.com

Email the ops desk

Subject line: your company, the load or PRO number, and the topic. For example:

Your Brand · Load 110187155 · Pickup moved to Thursday

Staffed Monday to Friday, business hours Central

Prefer to talk?

Sales (701) 515-0584 · New shipments and quotesA friendly rocketeer will answer your call within 10 seconds or your first shipment is on Rocket!

Customer service (701) 356-1617 · Questions about a shipment

House rules that get you the fastest answer

One shipment per email. Two loads in one thread means one of them waits.
Always include the Rocket load number or the carrier PRO number.
Reply in the same thread about the same shipment, so the history stays together.
Copy your account manager on anything urgent or anything about billing.

What to include, by request

New shipment or quote

When you would rather we book it

Pickup and delivery addresses, contacts and phone numbers
Pieces, weight, dimensions and what is inside
Service level and any extras: appointment, liftgate, inside delivery
Ready date and your order or PO number

Pickup change or cancellation

Before the truck is dispatched if you can

Load number
New pickup date or window
Whether the freight is still ready, and where

Tracking or delivery update

Check the tracking link first; it updates as the carrier scans

Load or PRO number
What your customer has already been told
Anything the consignee mentioned: missed call, no appointment, partial delivery

Reconsignment or address change

Carriers charge for this once the freight moves

Load number, the new address and contact
Whether the order is already in transit
Who approves any carrier change fee

Damage, shortage or loss

Keep every piece of packaging until the claim closes

Load or PRO number and the delivery receipt, with any notations
Photos of the product and of the packaging, inside and out
Invoice value of the damaged or missing items

Billing question

Reply to the invoice email, or send it here

Invoice number and load number
The line you are questioning and what you expected

Want a rate analysis or a longer conversation?

Pick the one you need and the Rocket A⁠-⁠Team picks it up from there.

Get a rate analysis

Send your shipping history through the secure upload and Rocket's rates come back the same business day, line by line against what you paid.

Send your data →

Book a meeting with sales

Fifteen minutes with the Rocket A⁠-⁠Team, including the people who came over from Freight Club and know your account: service levels, carriers, the API, anything else on your list.

Book a meeting →

← Back to the Freight Club shippers page