Frequently Asked Questions

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.

Use proper boxes when you have them, add padding, and keep items upright when labeled that way. Tell the crew what’s fragile so it can be placed in a safer spot in the load. If you want help packing fragile pieces, let us know before move day so we can plan it.