Lucky Mule Care Coverage
Every move includes up to $2,000 per move in coverage for eligible damage caused by our crew—handled with a clear process, fast communication, and fair resolutions.
Quick explanation of our coverage benefits
We don’t want you stuck arguing over technicalities. If we cause covered damage, we work toward a fair fix—quickly and in writing.
- Up to $2,000 per move for eligible damage caused by our crew
- Repair-first approach (fastest, most fair)
- Clear limits (simple and written)
- Simple claims process with photo-based documentation
What’s covered (and what’s not)
Clear coverage. Clear limits.
Lucky Mule Care Coverage is included with every move. If something is damaged due to our handling during the move, this coverage provides up to $2,000 per move to repair, replace, or provide a cash settlement based on fair market value (when eligible).
How we resolve covered issues:
- Repair first:
- whenever practical (fastest and most fair)
- Replacement:
- when repair isn’t possible
- Cash settlement:
- based on fair market value when appropriate
Important limits (please read):
- Owner-packed boxes:
- If you packed a box yourself, damage to the contents is moved at the owner’s risk. For those contents, liability is limited to $0.60 per pound per item.
- Pre-existing damage:
- We can’t cover damage that existed before the move.
- High-risk services (appliances, plumbing, electrical):
- Disconnecting/reconnecting appliances (washers, dryers, refrigerators, dishwashers, gas ranges, water lines, drain lines, and any wall/utility connections) involves plumbing/electrical risk. If you request our crew handle this, a separate appliance/utility waiver is required. Damage related to hoses, valves, fittings, wall connections, leaks, gas lines, or electrical connections is not covered under Care Coverage. We recommend using a licensed plumber/electrician when applicable.
- Particle board / flat-pack furniture:
- Some furniture made from particle board (including flat-pack/ready-to-assemble pieces) can fail due to its construction even with careful handling. For these items, Care Coverage does not apply beyond the standard $0.60 per pound per item liability limit.
- Third-party transport / conditions outside our control:
- Care Coverage applies when your items are handled and transported by our crew using our truck and our standard protection methods. It does not apply (beyond standard liability, if any) when we are not operating the transport vehicle (example: customer rental truck, POD/container), or when conditions prevent us from using our normal protection methods.
- Attics and unsafe access areas:
- For safety and liability reasons, we do not load or unload items directly from attics or other unsafe access areas. If items are brought down to a safe area, we can move them from there.
- Coverage cap:
- Total coverage is capped at $2,000 per move.
If you’re moving high-value items (art, antiques, rare collectibles, specialty electronics), ask us about the best way to protect them—or consider third-party transit insurance for added peace of mind.
How to file a claim
- If you notice damage on move day, tell the crew leader before they leave so it can be photo-documented.
- Report it in writing as soon as you notice it.
Send photos of the item and damage (and the box, if applicable). - Include details: item name and brand/model (if known), plus what happened.
- We confirm receipt and explain the next step.
Tip: The faster we get clear photos and item details, the faster we can resolve the issue.
No fluff. Just what’s covered.
See Coverage FAQsLucky Mule Care Coverage FAQs
Simple answers to the questions customers ask most—before and after a move.
It’s included with every move. If eligible damage happens due to our crew’s handling during the move, Care Coverage provides up to $2,000 per move to repair, replace, or provide a cash settlement based on fair market value.
Eligible damage refers to damage caused by our crew during the moving process. We’ll review photos and details to confirm what happened and determine the fairest resolution.
No. This is our included damage coverage policy. If you want additional protection for high-value items, we recommend looking into third-party transit insurance.
We prefer repair first when possible because it’s usually the fastest and most fair solution. If repair isn’t practical, we’ll consider replacement or a cash settlement based on fair market value.
Fair market value means what the item is worth today in its current condition—not necessarily the cost of buying it brand new. We may use comparable items and normal depreciation to determine value.
The contents of owner-packed boxes are moved at the owner’s risk. For damage to the contents of boxes you packed yourself, liability is limited to $0.60 per pound per item. If you want full protection, ask about our packing help so we can pack it properly.
We strongly recommend original packaging. If you don’t have it, we can provide TV boxes and pack TVs on moving day for an added cost—but the number of TVs must be confirmed in advance so we bring the right supplies.
The full list is in the “Important limits” section above. The most common exclusions include owner-packed box contents beyond standard liability, pre-existing damage, appliance/utility connection risks, particle board/flat-pack failures, third-party transport (PODs/rental trucks), unsafe access areas (like attics), and lost/missing items.
Send your claim in writing with photos and item details. We’ll confirm receipt and tell you what we need next.
Yes. Tell the crew leader before they leave if you notice damage on move day. Otherwise, email your claim within 7 days of the move’s completion, including clear photos and item details. Claims reported later may be limited.
Particle board and flat-pack furniture can fail due to their construction, even with careful handling. For those items, Care Coverage does not apply beyond the standard $0.60 per-pound-per-item liability limit.
No. Care Coverage applies when we handle and transport your items using our truck and standard protection methods. If we’re loading/unloading a POD or customer rental truck (or we’re not operating the transport vehicle), Care Coverage does not apply beyond standard mover liability.
No. Care coverage applies to eligible damage caused by our crew’s handling. It does not cover lost or missing items.
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