Frequently Asked Questions 



Custom Rules & Regulations: We attach custom rules & regulations for your country to our booking confirmation to assist you with documents needed for customs. Rules & regulations can change, so it's important you contact your consulate and make sure you are up-to-date with your documents and have everything you need for your clearance or potential tax-free import. You may also use the below link for helpful information for your destination country: Shipper Guides


Inventory: If you are getting full packing service, a mover will provide a packing list for customs as they pack. You are only required to provide a packing list for a self-packed move or any items self-packed. If you are self-packing, it's required for customs that you provide a numbered inventory for each box you pack with a description and estimated value. We attached an inventory form to use on our booking confirmation. Make sure no box is marked miscellaneous or without a description. Example:

  • #1 box - Books $300
  • #2 box - Linens $250
  • #3 - Dresser $600

Insurance: You have the option to purchase shipping insurance for your shipment to protect against damage or theft during transit. You can only get full coverage insurance if your goods are professionally packed by movers. If you self-pack your personal effects, you can only purchase total loss insurance, which protects against catastrophic loss only.


You will need to accept or decline insurance on your terms & conditions. You will fill in the insurance portion of your terms & conditions the type of policy you request, deductible, and you will pay a percentage of your declared value for insurance cost or choose to decline. If you opt for full coverage (all risk), you will need to complete a separate valued inventory of all goods you want to insure. Your valued inventory must match with the amount of insurance you request. We cannot place an insurance policy on your shipment until we have your insurance forms filled in and sent back to us by your pickup date.


Please note: If you are self-unloading at the destination, you cannot get full coverage insurance since there is no way to verify with movers the condition upon arrival. If you do not purchase insurance, your shipment is not insured based on value; you would only be covered with basic liability insurance of $0.60 per lb in the case of any damage or theft.


Payment Terms & Options: We take a 20% deposit to book your move, and the remaining balance is invoiced and to be paid before shipment departs the US. For Full Container Load shipments, you will get your invoice on the loading date, and for Less Container Load, you will get the invoice upon the warehouse report. We accept credit card, check, or transfer for payment. There is a 4% convenience fee added to the total for final payments with a credit card. You must fill in a credit card authorization form when paying with a card.


Additional Information for International Moves:

  1. Prohibited and Restricted Items: Each country has specific regulations regarding what items can and cannot be imported. It's important to be aware of these to avoid any issues at customs. Commonly restricted items include perishable foods, plants, seeds, and certain medications. Check with the consulate or use the link provided to ensure you comply with these regulations.
  2. Pets and Animals: If you are moving with pets, you will need to comply with quarantine regulations and import requirements of the destination country. This often involves vaccinations, health certificates, and possibly a quarantine period. Contact your destination country's consulate for detailed information.
  3. Vehicle Importation: If you plan to import a vehicle, there may be specific regulations and taxes. Ensure you understand these rules, as they can be complex and vary greatly between countries. This may include modifications to meet local standards, import duties, and registration requirements.
  4. Documentation for Valuable Items: For high-value items such as jewelry, art, or collectibles, it's advisable to have appraisals and detailed documentation. This can be crucial for both customs clearance and insurance purposes.
  5. Language and Local Assistance: Consider the language barrier in your destination country. It may be beneficial to hire local assistance or a relocation consultant who can help navigate the local processes and provide translations if necessary.
  6. Cultural Considerations: Understanding cultural norms and expectations can make your transition smoother. Research the local culture, customs, and etiquette to better prepare for life in your new country.
  7. Contact Information for Assistance: In case you encounter issues during your move, having contact information for local authorities, consulates, and emergency services in your destination country can be very helpful.

Tipping: Tipping your movers is a customary way to show appreciation for their hard work and dedication. While tipping is not mandatory, it is generally appreciated. For more information on tipping movers, including recommended amounts and best practices, please visit our detailed guide on tipping movers: Tipping Movers Guide


Additional Frequently Asked Questions:

  1. What are the typical transit times for different types of shipments? Transit times can vary greatly depending on the origin and destination, as well as the mode of transport. Generally, international sea freight can take anywhere from 2 to 12 weeks, groupage services 2-5 months approximately depending on volume and time of year, while air freight is faster, typically taking 1 to 3 weeks. It's best to discuss specific transit times with your shipping coordinator for the most accurate estimates.
  2. What should I do if my shipment is delayed? If your shipment is delayed, we recommend contacting our customer service team for updates. We will provide you with the latest information and work with you to address any concerns. Delays can sometimes occur due to customs inspections, weather conditions, or logistical issues.
  3. How can I track my shipment? We provide tracking options for your shipment. You will receive a tracking number and instructions on how to monitor your shipment's progress online. Our customer service team is also available to provide updates and answer any questions you may have.
  4. Are there any additional fees I should be aware of? Additional fees can include customs duties and taxes, port handling charges, Stair carry or bad access to your street, and storage fees if your shipment is not picked up promptly upon arrival. It's important to budget for these potential costs and discuss them with your shipping coordinator to avoid surprises.
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