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Policies — OuterWave Logistics

Clear rules so every job is safe, compliant, and predictable. Based in Pittsboro and serving the Triangle. Small parcels only — no heavy lifting or moving jobs.

Last updated: September 2025

What We Deliver

  • Documents, small parcels, office supplies
  • Retail / curbside pickups (prepaid)
  • Healthcare-aligned small parcels (no PHI by default)
  • Light parts, samples, and returns
  • Photo/signature proof available on request

Limits

  • Max size/weight: fits Mazda CX-30 hatch; ~35 lb per single item
  • No heavy lifting or multi-person moves
  • No passengers (not a ride service)
  • No live animals (pet supplies only)

No Hazardous Materials

We do not transport hazardous materials. Examples:

  • UN3373 Biological Substance, Category B
  • Dry ice, compressed gases, fuels, solvents, flammables
  • Fireworks, ammunition, explosives, radioactive items

Requests outside scope may be declined at our discretion for safety or compliance reasons.

Service Area

  • Primary: Pittsboro, Chapel Hill, Carrboro, Durham, Apex, Cary, Raleigh
  • Extended (by request): Greensboro, Fayetteville, Wilmington, other NC cities

Compliance & Training

  • HIPAA training (IACET-accredited)
  • OSHA Bloodborne Pathogens (29 CFR 1910.1030)
  • Certificates, LLC registration & insurance available

PHI Policy (Default: No PHI)

  • Site, booking, and invoices avoid Protected Health Information (PHI).
  • PHI handling requires a signed BAA and appropriate controls (role-based access, signed URLs, retention).
  • Use order IDs/initials when possible (minimum necessary standard).

Pharmacy & Third-Party Pickup

  • You authorize OuterWave Logistics to pick up your ready order from the named location.
  • Provide the minimum necessary info for pickup (e.g., name + confirmation or pickup number).
  • Controlled substances: the pharmacist may require government ID and can refuse third-party pickup. If refused, we’ll contact you from the counter.

Wait, Windows & No-Shows

  • 5-minute grace at counter; then billed at wait rate
  • Same-day cancel within 1 hour of window → $15 fee
  • No-show at pickup → base engagement charged
  • After-hours/weekends available (see Pricing)

Weather & Safety

  • Routes may shift or pause for severe weather/unsafe conditions
  • Temporary weather surcharge may apply when conditions materially slow service

Payments & Billing

  • Individuals: secure pay link or card at booking — no cash/COD
  • Businesses: account-billed (e.g., NET 15) with ACH or card on file
  • Itemized charges: base + miles + wait + extras; minimums as listed
  • Receipts & invoices: emailed PDF; CSV export on request
  • Records: W-9 available; avoid PHI in memos
  • Tips appreciated but never expected

Contracts / Retainers

  • Weekly fee reserves pickup windows and waives base on those runs
  • Per-mile billed on each run (includes approach/deadhead)
  • Unused windows don’t roll over; 24h notice to move within the week
  • Retainer billed until paused/cancelled with 7-day notice

Liability & Disclaimers

  • Liability is capped as outlined in the Master Service Agreement (MSA) and/or Work Order.
  • Customers are responsible for proper packaging and labeling of parcels.
  • Delivery times are estimates; delays (traffic, weather, access) can occur.

Records & Retention

  • Bookings & Proof-of-Delivery retained up to 18 months.
  • Invoices & financial records retained up to 7 years.
  • Access to any sensitive files (e.g., signed POD images) is controlled via signed URLs and roles.

Helpful Links

Questions or edge cases?

Text or call 919-444-0167 and we’ll confirm if it fits.