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22 questions, five topics

Frequently asked questions

The answer always comes in the first sentence, with the reasoning after it. Questions are grouped into five topics: pricing, process, valuation, belongings and service area.

Pricing and payment

What determines the cost of a move?

The four main factors are the volume of your belongings, the distance between the two addresses, stairs and elevator access at each end, and the date. Packing, furniture disassembly and specialty items such as pianos are priced separately.

What is the difference between a binding and a non-binding estimate?

A binding estimate is a fixed price for the items and services listed on it. A non-binding estimate is a good-faith figure, and the final price depends on the actual weight or time. On interstate moves with a non-binding estimate, federal rules say you pay no more than 110 percent of the estimate at delivery; any balance is billed later.

Do I need an in-home survey to get a price?

The calculator on this site gives an approximate range. For a written estimate we need photos, a video walkthrough or a visit, and none of these commit you to booking.

When and how do I pay?

A deposit holds your date, and the balance is due once your belongings are delivered to the new address. Accepted payment methods are listed in your written estimate.

Should I tip the crew?

Tipping is optional and never part of the price. Some customers tip or provide drinks and lunch on a long day; it is entirely your choice.

Get a range for your own move with the moving cost calculator.

The moving process

How far ahead should I book?

Two to four weeks ahead is a good rule for a weekday move. Weekends, month-end dates and the summer season fill up first, so book those earlier. We also try to fit short-notice moves when a crew is free.

Do I need to be home on moving day?

Someone authorized should be at both the old and the new address. You or a person you trust needs to be there while the inventory is checked and the delivery paperwork is signed.

Does my building need a certificate of insurance?

Many apartment and condo buildings require a certificate of insurance (COI) from the mover and a reserved freight elevator time. Send us the building's requirements and we will provide the COI before moving day.

How many movers will come?

Between two and six, depending on the size of the home and the access at each address. The crew size is listed on your written estimate.

What if something is missing or placed in the wrong room?

Because the crew checks items against the inventory, a missing piece is noticed the same day. Furniture placed in the wrong room is moved while the crew is still there.

See moving day hour by hour on the residential moving page.

Valuation and claims

Are my belongings protected during the move?

Yes. On interstate moves, federal rules require movers to offer two options. Released Value protection is included at no extra charge but covers only 60 cents per pound per article. Full Value Protection costs more and makes the mover liable for the replacement value of lost or damaged items, subject to the terms of your estimate.

What should I do if something is damaged?

Point out visible damage to the crew lead at delivery so it is written on the inventory and photographed. Then send a written claim. On interstate moves you have nine months from delivery to file a claim.

What is not covered?

Pre-existing scratches and defects, fragile items you packed yourself that show no outside damage to the box, and cash, jewelry and important documents are usually excluded. Keep valuables with you on moving day.

Can I see your registration and insurance?

Yes. Our USDOT number and, for interstate moves, our MC number appear on the estimate and can be checked on the FMCSA website. A certificate of insurance is available on request. For interstate moves you also receive the booklet Your Rights and Responsibilities When You Move.

Read the full claims process on the valuation and claims page.

Belongings and packing

Do I have to pack everything myself?

No. We can pack the whole home, or you can leave the fragile items to us and box up clothing and books yourself.

What items will movers not carry?

Hazardous materials such as propane tanks, gasoline, paint, aerosols and fireworks, along with perishable food, plants and pets, are not loaded on the truck. Tell us in advance about anything you are unsure of.

Do you move pianos and gun safes?

Yes. These items get special equipment and an extra crew member. We ask for the make, model and approximate weight and look at the route before moving day.

Do you take furniture apart and put it back together?

Bed frames, tables and modular furniture are taken apart and reassembled in the new home. Let us know ahead of time about wall-mounted TVs, shelving or anything bolted to the wall.

Packing and specialty items are covered on the services page.

Service area and services

Which areas do you serve?

We work across the metro area and its suburbs every week. The full list is on the Service areas page.

Do you handle long-distance moves?

Yes. We move households to other states with our own truck and crew, and the delivery window is written in your estimate.

Do you move offices?

Yes. We take furniture apart and set it up outside business hours, so the office is ready to work on Monday morning.

Can you store my belongings for a while?

Yes. Items are inventoried and kept in a locked, protected storage unit; the minimum term is one month.

Find the full list of neighborhoods and suburbs on the service areas page.

Still have a question

Send us questions about your building or your move, or call us at (614) 555-0142.