CDW's Response to COVID-19

CDW Operations and Distribution

Updated November 9, 2020

COVID-19 Transportation Carrier Policies and Delivery Updates

  • CDW is committed to servicing our customers in this unprecedented time of need. A crucial aspect of our ability to service our customers is transportation and freight. The following provides detail on how customer orders may be impacted as carriers adjust to the everchanging regulations and challenges of COVID-19.
  • Delivery Times and Service Guarantees: Due to varying regional COVID-19 restrictions and regulations across the country, peak volume and reduced capacity of flight cargo space, some shipments may be impacted by delivery delays. If a business has signage posted indicating it is closed, if possible, it is recommended to also post signage indicating deliveries are being accepted, with a location.

Holiday Season (November 2020 – January 2021) Shipping Impacts and Recommendations

  • CDW is processing orders normally without disruption. However, nearly all freight and parcel carriers are dealing with unprecedented demand that is expected to exceed capacity starting in mid-November through the end of 2020. This imbalance is the result of a pandemic-driven rush toward eCommerce, which trend experts expect to continue as consumers shop online to avoid going into stores.
  • Even though CDW will be shipping orders as scheduled, shipments may encounter delays as a result. Shipping status will be updated online as normal but may also be delayed as carriers process the increased volume of packages. Due to these unprecedented volumes, even on guaranteed service levels such as Next Day Air, potential delays are likely.
  • In addition, nearly all carriers are imposing surcharges, specifically for residential deliveries. These surcharges are impacting customer freight costs. While these surcharges are already in place, they are expected to increase from November 2020 to January 2021. To reduce additional costs, CDW recommends shipping to commercial addresses, rather than residential addresses, if possible.

Parcel/Small Package Carriers


  •  UPS continues to deliver worldwide. In the U.S., UPS is designated among the government’s critical infrastructure and, therefore, operations continue as normal.
  •  If destination addresses are not accessible due to business closure or quarantine, UPS will re-attempt delivery up to three times, prior to returning the shipment to sender.
  •  Alternate delivery locations may be available as well, depending on the destination location.
  •  UPS standard practice is to utilize exception codes providing updates to impacted shipments.
  • UPS has suspended the UPS Service Guarantee for all shipments from any origin to any destination until further notice. UPS expects to see delays within the Air and Ground networks.
  • Signature Required Services have been modified. Drivers will ensure packages are delivered to the consignee but will not be exchanging the signature board to capture a signature. Drivers will not release packages without the consignee being available to retrieve them, and if applicable verify the age (over 21) of the consignee.
  • UPS is also taking additional precautions when delivering to healthcare facilities.  All UPS drivers delivering to healthcare related locations are provided a mask to wear while performing the delivery.


  • FedEx is considered an essential business and will continue to operate under state of emergency and shelter in place orders recently issued in the U.S.
  • Local, state, and national government work and travel restrictions change daily which are impacting FedEx’s ability to meet their high standards of service. Delays are to be expected.
  • Signature guidelines are being temporarily adjusted for all shipments within the United States, except for Adult Signature Required (ASR) shipments. In efforts to minimize physical interactions, customers may be asked to verify recipient name in lieu of a physical signature. FedEx is still collecting recipient information. For shipments with the adult signature service option selected, couriers will still request a physical signature and require a government issued photo ID.

LTL/Heavyweight Carriers


  • CEVA is operating in all 50 states including US Territories. This includes states that have a “Shelter in Place” order. 
  • CEVA will make two (2) delivery attempts, after which the shipment will be returned to sender.
  • Signature Required Services have been modified to eliminate physical interaction.
  •  White Glove Service Offerings have been suspended (Inside delivery, uncrate and de-trash, etc.)
  • Delays are to be expected based on regional and governmental regulation.

UPS Freight

  • UPS Freight is designated among the government’s critical infrastructure and, therefore, operations continue as normal. 
  • In order to reduce physical interaction, White Glove services (Inside delivery, uncrate and de-trash, etc.) are suspended until further notice.

Shipment Costs

  • While CDW strives to reduce or eliminate additional shipping costs from our customers, you may experience temporary increases in freight charges as the transportation industry continues to see reduction in cargo capacity, surcharges and peak volumes. 

If you have questions, please contact your Account Manager or call us directly for assistance.

For General Sales,

Call 800.800.4239

If you have questions, please contact your Account Manager or call us directly for assistance.