Customer care
Claims & Complaints
If something is damaged or missing, or our service fell short, we want to hear about it and make it right.
- Flat-rate written quotes
- Furniture disassembly included
- Licensed & fully insured
We Are Here to Help
We work hard to make every move go smoothly, but if an item arrives damaged, something goes missing, or you are unhappy with any part of our service, please tell us. You can submit a claim or complaint through our contact form or by replying to your move confirmation.
You have up to 3 months after your move to file a claim, but we strongly encourage you to contact us as soon as possible. The sooner we know, the faster and easier it is to investigate and resolve.
How to File a Claim
- Step 1
Note it at delivery
If you notice damage or a missing item while the crew is still there, write it down on the Bill of Lading, inventory sheet or delivery receipt before signing.
- Step 2
Document the issue
Take clear photos of the damaged item and any packaging, and keep the packing materials if you can. Note the inventory number of the item if it has one.
- Step 3
Submit your claim
Send us your name, move date, addresses, a description of each item and the problem, and your photos. Email it to [email protected], submit it through our contact form or reply to your move confirmation.
- Step 4
We review and respond
A claims specialist reviews your submission, may ask for more details or arrange an inspection, and keeps you updated along the way.
- Step 5
Resolution
We aim to resolve every claim within 60 days of receiving complete information, through repair, replacement or payment in line with your valuation coverage.
Noticed Something After Delivery?
It is not always possible to unpack everything while the crew is on site. You can still file a claim for damage you discover after delivery, as long as it is within the 3-month window. We will handle it promptly and fairly.
The amount we can pay on a claim depends on the valuation coverage selected for your move. Our guide to moving insurance explains the options.
Service Complaints
Not every concern is about a damaged item. We also want to hear if something else went wrong.
Timing
Late arrival or delays you were not told about.
Communication
Unclear information, unanswered questions or surprises on moving day.
Crew conduct
Anything about how our team treated you or your home.
Need to reach our customer care team?
Submit a claim or complaint through our contact form and we will get back to you.