Frequently Asked Questions
We’ve compiled the most common questions customers ask before booking a move. Looking for something specific? Use the search bar or filters to quickly find the exact FAQ you need.
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Lucky Mule Moving keeps pricing simple and transparent. Your move is billed by the hour and travel fee, based on the number of movers needed.
(See Illustration Below)
Hourly labor rates
- $149/hour for two movers
- +$50/hour for each additional mover
- 2-hour minimum
When the clock starts and stops
- The clock starts when the crew arrives at the first address
- The clock stops when the last item is unloaded at the final address
- We count drive time between stops (example: from pickup to drop-off, or between multiple locations)
Billing increments
- We bill in 15-minute increments
- That means you only pay for the time you use (after the 2-hour minimum)
Travel fee (hub-to-job and back)
In addition to hourly labor, there’s a travel fee based on distance. This covers:
- The drive from our hub to your first address
- The drive from your last address back to our hub
Deposit to reserve your date
- A $200 deposit is collected to hold your move date
- The deposit is applied to your total
Are there extra charges for stairs, heavy items, or long carries?
In most cases, no extra line-item fees are added for common move challenges. Instead:
- Those factors usually affect the time it takes (which is already covered in the hourly labor)
To give you an accurate plan and timeline, we do ask you to tell us ahead of time about:
- Stairs / multiple flights
- Elevator rules or reservations
- Long carry (far walk from door to truck)
- Specialty or extremely heavy items, such as pianos, safes, and oversized furniture, require special handling.
What’s included (and what we won’t move)
- Most household items are included in the same simple pricing
- We only refuse a small list of restricted items (hazardous materials, etc.)
Discounts and payment fees
- Occasionally, we offer weekday discounts (when available)
- The only other charge that might appear is a credit card processing fee (if applicable)
Written estimate before moving day
Before your move, we’ll confirm your pricing in a clear, written estimate so you know what to expect.
Helpful links:
We work hard to prevent damage—but if something gets damaged because of how we handled it, we don’t play games.
Included Damage Coverage: Every move covers up to $2,000 to repair, replace, or provide a cash settlement based on the item’s fair market value when our crew causes damage during the move.
How it works (simple):
- We confirm the claim in writing.
- We collect photos and details.
- We resolve it using the fastest, fairest option (repair first when possible).
Important limits (so it stays fair):
- Owner-packed boxes: If you packed the box yourself, damage to the contents is moved at the owner’s risk. For those contents, liability is limited to the standard released valuation of $0.60 per pound per item.
- Pre-existing damage: We can’t cover damage that existed before the move.
- High-risk services: Appliance disconnect/reconnect, and any plumbing/electrical risks require a separate waiver and are not covered unless specifically approved in writing.
To report damage: Tell us as soon as you notice it and send photos. We’ll confirm receipt and walk you through the next step. Learn more on the Lucky Mule Care Coverage page.
For safety and legal reasons, we can’t transport certain items on our moving trucks. This list usually includes:
- Hazardous materials: gasoline, propane tanks, paint/paint thinner, aerosols, strong cleaners (bleach/ammonia), pesticides, pool chemicals, fireworks
- Explosives & ammunition (and related supplies)
- Live plants, pets, and perishable food
- High-value personal items like cash, jewelry, important documents, and medications (we recommend you keep these with you)
If you’re not sure about a specific item, send us a quick list (or a photo) before moving day, and we’ll tell you what’s OK and what needs a different plan.
(Why: federal transportation rules restrict hazardous materials, and movers follow strict safety policies for everyone on the road.)
Yes—in some situations, our residential movers can help with basic disconnect/reconnect for a washer, dryer, or refrigerator as a convenience during your move. However, we are not licensed plumbers, electricians, or appliance installers, so there are limits for safety, code compliance, and liability.
What we can usually help with
Washer (typical)
- Basic water hose disconnect/reconnect (hot/cold) when the shutoff valves are accessible and working
- Drain hose placement back into the standpipe (standard setup)
- Careful placement/leveling (basic) once in the new location
Dryer (electric)
- Unplug/replug
- Move + position
- Reconnect a standard vent tube if it’s a simple, visible, clamp-style connection and the parts are in good condition
Refrigerator
- Unplug/replug
- Move + position
- Doors/handles: in some cases, we can remove/reattach if needed for tight doorways (case-by-case)
What we will not do (common exceptions)
For safety and liability, we typically will not:
- Disconnect/reconnect gas dryers (gas = licensed pro)
- Modify plumbing, valves, or fittings (no cutting, soldering, new lines, new shutoffs)
- Install/modify a refrigerator water line (especially if it requires tools or new parts, or you’re unsure where the shutoff is)
- Diagnose leaks, electrical issues, or venting/code problems
- Move appliances that are still full of water/ice or not properly prepped
Important: Appliance Liability Waiver
If you want our movers to assist with appliance disconnect/reconnect, you’ll be asked to sign our Appliance Liability Waiver confirming:
- You understand this is courtesy assistance, not a licensed installation service
- You accept the risk of leaks, fitting failures, valve issues, and pre-existing wear
- You agree that any appliance hookups are your responsibility to monitor/test after the move
Read the waiver here: Appliance Liability Waiver
Replace {{WAIVER_URL}} with your real root-relative link (example: /appliance-liability-waiver/).
How to prepare (so it goes smoothly)
Before moving day, please:
- Empty + dry the washer (run a short drain/spin if needed)
- Defrost the refrigerator (if applicable) and remove water/ice
- Make sure shutoff valves are accessible (not blocked by storage)
- Have any needed parts ready (new hoses, new vent tube, new clamps) if yours are worn
- At the new home, confirm:
- Correct outlet types (dryer outlet, especially)
- Working shutoff valves
- Proper vent access (for dryers)
After reconnecting: what you should do
Right after the move:
- Run a quick test cycle on the washer and check for drips
- Check behind the refrigerator (if it has a water line) for slow leaks
- Verify the dryer vent is secure, and the airflow feels normal
If you want the safest option
If your setup involves gas, tight/hidden plumbing, hard-to-reach shutoffs, or a full code-compliant installation, we recommend hiring a licensed appliance installer/plumber/electrician.
Yes. To reserve your move on our calendar, we require a $200 non-refundable deposit.
Here’s how it works:
- Deposit required to book: $200 due at the time of scheduling.
- If you cancel, the deposit is not refundable.
- One courtesy reschedule: We allow one reschedule as a courtesy when you give at least 24 hours’ notice.
- Less than 24 hours’ notice: we may not be able to move your date, because crews and trucks are already assigned.
Why we do this: once your move is booked, we turn away other work and reserve crew time for your window.
Helpful links:
Are you prepared to schedule your move? You can book online here
Questions: Visit our Contact Us page.
Yes. You can either pack yourself or hire us for professional packing (or a mix of both).
You can pack yourself if:
- Your boxes are sturdy and sealed (taped)
- Breakables are protected (paper/bubble + tight packing)
- Boxes are not overloaded (easy to lift without tearing)
We can professionally pack for you if you want:
- Full-service packing (we pack most or all items)
- Fragile-only packing (kitchen, glass, artwork, etc.)
- Partial/hourly packing (a few rooms or priority areas)
Helpful link:
Visit our Professional Packing Services page to learn more about this service.
Every move is different, so we estimate time based on the details that most impact loading/unloading speed and trip time. Big factors include stairs, long carries, tight hallways, elevator rules, and overall inventory.
What we use to estimate your timeline:
- Home size + amount of stuff (more items = more load time)
- Access: stairs, elevators, long walks from door to truck, gated entry, parking distance
- Special items: safes, pianos, large sectionals, heavy gym equipment (may require more movers)
- Packing status: fully packed vs. partially packed vs. “we need packing help first”
- Driving time + traffic window (between locations)
How you can help us be accurate:
- Tell us stairs/elevator details, parking distance, and any large/specialty items
- Share photos or a short list if that’s easier
Helpful links:
Read more about apartment & condo move rules.
Yes—we operate as a professional moving company and maintain the required licensing and insurance to serve customers.
How to verify us:
- Texas moves (within Texas): you can search our company in the TxDMV “Truck Stop” motor carrier lookup and confirm our status is Active.
- Interstate moves (across state lines): You can verify a mover’s registration using the FMCSA mover search tools.
What we’ll provide on request:
- Our TxDMV certificate number (Texas household goods authority)
- Our USDOT number (only if/when applicable)
No. We keep pricing simple.
- No stair fees
- No “heavy item” fees
- No long-carry add-ons
- No surprise line-item charges
Instead, those factors affect how long the move takes—and since local moves are based on time and crew, the labor time naturally reflects complexity.
Important note: To plan the right crew size and timeline, we do ask you to tell us about:
- Flights of stairs
- Elevator rules/reservations
- Long walks from the door to the truck
- Specialty/heavy items (pianos, safes, oversized furniture)
Helpful links:
If you want the best choice of dates and start times, we recommend booking 4–6 weeks ahead when possible—especially during busy times of year. Many major movers similarly recommend booking about a month in advance for better availability.
That said, don’t assume it’s too late:
- If you’re planning to move soon, please feel free to contact us, and we will inform you of the
- Flexibility (mid-week or mid-month) can help you get scheduled faster.
Helpful links: