Q: Can I leave items in my dresser?
A: Dressers may contain soft items only, provided the dresser drawers and overall structure of the dresser is in good condition. If a drawer is sagging or separated, please be sure to empty the dresser completely. Valuation protection will not cover damage to dresser drawers when the cause of damage is determined to be the contents. Please be sure to remove all hard items from dresser drawers.
During the move process, our professional movers will apply moving pads to protect the dresser and rubber bands to hold the pads in place. These pads and bands will also hold the drawers shut. All of the contents of double, triple or high-boy dressers must be removed, packed and ready for the movers, including soft items, before the move crew arrives to load your belongings.
Q: Do I need to pay a deposit for my move?
A: We do not require a deposit; however, some customers elect to pre-pay for their move. We will accept prepayment of move costs.
Q: What happens if I cancel my move with you?
A: When a customer books a move with us, we guarantee the agreed-upon dates. When dates are guaranteed, we turn down any other requests for work on those same dates. Therefore, in the event that a customer does cancel or postpone their move, we will charge a one-time fee of $500.00.
Q: How do you treat IKEA and similarly manufactured furniture?
A: Furniture like IKEA and other similarly constructed and manufactured furniture require specific steps to disassemble and assemble. Our professional movers do not disassemble or assemble furniture of this kind as it does require a certain sequence for installation, and oftentimes these special instructions are not available. These furniture items must be disassembled and packed before our movers arrive.
Q: What time do the movers arrive to begin the pickup or delivery of my household goods?
A: Our professional movers arrive between 7:30am and 8:00am on moves in the greater Burlington area. With pick ups or deliveries in outlying areas we require added time for travel.
Q: Will you move me out of my home on closing day?
A: We will not move a customer out of their current home on the same day as the closing of that home. The buyer will want to perform a pre-closing walkthrough and inspection of your home, and this usually takes place the morning of the closing.
Q: Do you move items that I packed myself?
A: Yes, we are more than happy to move boxes and plastic totes that you have packed yourself. Please be sure that you use good quality cardboard boxes with closable lids, and tape the top and bottom of each box. We also are happy to move plastic totes as long as the container has a properly fitting, closeable, snap-lock type of lid.
Q: What is a PBO?
A: A PBO is an item that you have packed. PBO means “packed by owner.” At the time of the pickup, our professional movers will complete a descriptive inventory of all items and mark items that you have packed as PBO.
Q: How much is my stuff worth?
A: You as the owner will determine how much your household goods are worth. Ask your sales representative about our valuation protection options, and they will explain how the process works.
Q: What is High Value Inventory and why must I fill one out?
A: High Value Inventory is a list you generate of all items of high value in your shipment. Normal used household goods are worth, on average, $6.00 per pound. On the other hand, high value items are any items that have a value of $100 or more per pound.
So, let’s say you have an estimate that includes valuation coverage of $72,000 for your entire shipment. In your shipment, you have decided to include the $10,000 artwork piece, a $15,000 antique desk and a $3,000 handmade glass collection from Simon Pearce. If there were an accident or a fire on the truck and all your goods were destroyed, what you would have left for coverage after the high value items were paid out would be $44,000 to cover the replacement of everything else in your shipment.
Any high value items above $1,500 should be communicated to the crew lead to ensure extra care handling.
Q: Can I ship firearms in my household shipment?
A: We do not recommend transporting firearms in the moving van. If firearms are transported, the Brady Bill requires that the make, model and serial number be listed on the shipment inventory. You must initial the inventory line acknowledging receipt of the firearm. The driver cannot transport ammunition.
Q: What items cannot be shipped in the moving van?
A: Perishable items, plants, combustibles, flammables, and solvents cannot be shipped. Some items you may have that fall into this NO-GO list are oil-based paints, cleaning solutions, lighting fluids, matches, ammunition, propane or oxygen, and aerosol tanks.
Q: Can I ship personal valuable items?
A: Do not ship valuables or collectibles like jewelry, insurance certificates, legal or important documents, currency, baseball cards, stamps, coins, etc. These items are not covered by valuation protection and must be handled outside of the move process.
Q: What can I expect from the movers upon delivery of my shipment?
A: When your shipment is being delivered the driver should provide you with the original inventory sheets before offloading from the truck. It is important to check off every item against the numbered inventory sheets and note any damage to boxes, furniture or missing items for insurance purposes.
If damaged items are discovered during the unpacking process, do not throw them away or try to repair them, as this will affect your claim settlement. Notify your Move Coordinator immediately if you require assistance in filing a claim. There are time limitations for filing claims.
If you have missing items, contact your Move Coordinator immediately so that a trace can be started to recover those items.
Q: How should I prepare when delivering my belongings to your storage facility?
A: When delivering to your own storage facility (rented or owned), it is important that you or an authorized representative (appointed by you) be present to receive your goods into storage. We cannot deliver unless you or an agent appointed by you is present. You must appoint an agent in writing to our office in advance of the arrival of your shipment with their name and best phone number to reach them.
Our cargo claim liability will cease once your goods are placed into the storage location. Therefore, it is imperative that you carefully inspect your shipment as it is being unloaded and notate any loss or damage on the Customer Check-Off Sheet or the original descriptive inventories provided at the time of delivery by our driver.
Do not remove your items from the storage unit before you file your claim. Only claimed items supported by written exceptions at the time of delivery will be considered if a claim is submitted.
Your claim must be filed within the filing limitation. In most cases, this is within 9 months of delivery to the storage unit. However, this filing limitation may vary and it is important that you speak with our office regarding filing deadline information. Local or intrastate moves allow for a different filing period than interstate moves.
In preparation for the moving truck to arrive with your shipment, please make sure that you have done the following:
1.) Be certain that the storage unit is large enough to accommodate your items. Many storage facilities have space calculators to help you plan the right unit.
2.) It may be necessary for the delivery driver to stack items in the storage unit in order to fit everything in and use all of the available space. Moving pads are not provided by the carrier while items are stored in your storage space so, if you have items that need added protection, make sure you provide enough moving pads.
3.) Notate a description of all damaged and missing items on the Customer Check-Off Sheet or descriptive inventory sheet at delivery. Any items received without an inventory sticker/number tag should also be noted.
4.) Have the driver set aside items noted as damaged and place them toward the entrance of the storage unit so they are easily accessible for inspection and/or repair if necessary.
5.) Call our office for assistance on how to file a claim and filing timeline requirements.
Q: How are my floors protected during the move?
A: Our professional movers use floor runners made of a neoprene material on the bottom/floor side to protect against slipping, and a cloth layer on the top side to absorb as much dirt and tracked-in debris as possible during the move. Our insurance company does not allow our professional movers to remove their shoes during the move as it is a workplace safety violation. We like our professional movers to be safe at all times.
Q: Do I have to be home while the movers are working?
A: Yes. We require that you be present the entire time of the packing, loading and delivery process. It is very important that you are present for the entire time that our professional movers are in your home to answer any questions and allow you to oversee the process.
Q: What do I do to prepare my refrigerator and freezer for the move?
A: Your refrigerator and freezer must be empty, completely defrosted, wiped clean and dry at least 4-hours prior to the arrival of our professional movers.
Q: What about all the parts from disassembling items for my move?
A: Our professional movers will disassemble beds, tables (if possible), etc. at the time of loading your shipment to ensure a safer transfer of your goods to your new home, to minimize the space your shipment takes up in the truck, and to maximize the security of your shipment while in transit. All small parts will be placed in a box designated with a sticker that says, “Parts Box.” This box will be stickered and listed on the descriptive inventory sheet. Anything that we disassemble will be marked on the descriptive inventory as DBD (disassembled by driver) and we will assemble at your final destination.
Q: How do I pay for my moving charges?
A: We welcome payment using the following methods: VISA, Mastercard, Discover, cash, or certified bank check. We will collect payment for your move within three days of picking up the shipment and prior to making delivery.
Q: Can I move gas cans or power equipment with gas in the tank?
A: Yes. Machinery such as lawn mowers, snow blowers, leaf blowers, trimmers, chainsaws, etc. may travel with gasoline in the tank, provided that the tank is at least a 1/4 full and has the original equipment manufacturer’s gas tank cap securely affixed. Engine oil that is in the engine may remain, provided that the original manufacturer’s dipstick is present and securely affixed. No other forms of containerization of engine oil or petroleum may be transported.
