The following moving FAQs. If you do not see your questions answered here, please contact us. If you are planning an office move or corporate relocation for your commercial business, you will find specific Office Moving FAQs here.
Preparing for your move:
- How long before my move should I start preparing?
Approximately 6 weeks. View our 6 Week Countdown Moving Checklist, and our Moving Tips section for additional information.
- Do dresser drawers need to be empty?
No, your dressers can stay full, but be sure to remove any breakables.
- Will you disconnect my stereo?
Arrangements can be made through your Relocation Coordinator to have your stereo disconnected.
- Will you disconnect my computer?
Arrangements can be made through your Relocation Coordinator to have your computer disconnected.
- How will you protect my carpet and hardwood floors?
The crew will place floor runners on all floors to protect against dirt, and damage.
- Can I pack some items myself?
Yes. It is recommended that you pack only unbreakable items, such as linens and books. Remember, all owner packed items travel at owner’s risk. Our Professional packing service is the best way to safeguard against breakage.
- Does the pack crew remove curtain rods and paintings from the walls?
Your pack crew will bring special moving boxes and cartons to protect your paintings and wall hangings. Crews, however, do not remove any item that is secured to your walls including paintings. It is your responsibility to remove any “fixed” items from walls.
- Are there items I can’t have moved on the van?
Yes. As a matter of public safety, governments at all levels have passed legislation restricting the transportation of dangerous goods. Some commodities may be included in your shipment under controlled conditions while law prohibits transport of others. In either case, you must disclose to the van operator every item you intend to include with your shipment that poses a hazard. A few prohibited items include: gasoline, propane tanks, oxygen, fire extinguishers, ammunition and fireworks. For a complete list of prohibited items, see “Handling Dangerous Goods.”
- Do my appliances require special servicing?
Most machines and mechanical equipment do need to be prepared by a licensed professional before being moved. Your Moving Consultant can make these arrangements for you. It is important to remember that articles not serviced travel at owner risk for internal damage.
- How does the driver keep track of my goods? What is an inventory?
All items in your home will be inventoried (a detailed descriptive list of your household goods) on load day. Items are numbered and a brief description of the condition is listed on the inventory sheet. On delivery, you will check off each number as the corresponding item enters your home.
Transportation of special items:
- What happens to the goods in my freezer and fridge?
Highland accepts no liability for frozen food or perishables.
- Will you take my plants?
If you are moving within Canada , we will take your plants, but because some plants are susceptible to shock when moving, Highland accepts no liability.
If you are moving to or from the U.S. we cannot take plants.
For more information see Moving your Plants.
- Will you take my propane tank?
We cannot move propane tanks as they fall under the dangerous goods rule. For a complete list of prohibited items, see “Handling Dangerous Goods.”
- Do you transport pets?
We do not move pets, but, if your company policy includes the movement of pets, your Relocation Coordinator would be happy to assist you with the arrangements. For more information and tips on traveling with pets, please see our “Moving your Pets” section.
- Do you move batteries?
Batteries are classified as dangerous goods. For a complete list of prohibited items, see “Handling Dangerous Goods.”
- Will you move my liquor?
If you are moving within Canada , we do not move carbonated beverages, but will move all other sealed beverages at owners risk.
If you are moving to or from the U.S . you must meet age requirements. You can include up to 1.14 litres (40 ounces) of wine or liquor, or 24 x 445 ml (12 ounces) cans or bottles of beer or ale.
- Can you take household cleaners?
Any cleaners that fall under the dangerous goods act cannot be transported. For a complete list of prohibited items, see “Handling Dangerous Goods.”
- Do you move pianos?
Yes, our crews are trained piano movers.
- Do you move automobiles?
We can arrange the move of automobiles for you either by van or rail. For more information on moving your automobile, see “transporting vehicles”.
- Will you take firearms?
If you are moving within Canada , we can transport firearms, but not ammunition. For a complete list of prohibited items, see “Handling Dangerous Goods.”
If you are moving to or from the U.S . you need to contact your local police department for information and paperwork required.
Delivery of your household goods:
- How long will it take to move my goods?
There are many factors affecting the length of time it takes for a shipment to travel from origin to destination: the distance, weight of the shipment, government regulations in the National Safety Code, Customs, weather, road conditions, and the need for ferries during transit. Allow extra time and be flexible when planning your moving schedule.
- What if for some reason I can’t take delivery of my goods as scheduled?
In the event your shipment can’t travel directly from origin to your new residence, Highland can arrange to place your belongings into storage until you are ready to receive them. All United Van Line Member companies are equipped with completely secure, clean warehouses and storage facilities. Storage is at an additional charge.
- What can I expect on delivery?
Upon arrival at destination, the driver will provide you with an “Inventory Check-Off Listing.” Each item is checked off as it is delivered. Any loss or damage is noted on the driver’s copy of the inventory in the section called “Exceptions on Delivery.” These observations will serve to substantiate a claim should you have reason to submit one.
- Do you put things back together at destination?
Anything the crew takes apart at origin will be reassembled at destination.
- What do I do with my cartons after the move?
Call your destination agent, whose name and phone number will appear on the top right corner of your bill of lading, and they will arrange a to pick up your moving boxes and cartons for you.
Understanding the costs:
- How much will the move cost?
The cost of your long distance move (in excess of 150 miles) is based on the weight of the items that are to be moved and the distance they will be traveling. The estimate outlines all of the services needed for your move and their costs.
Local moves are based on the time it will take to pack, load and deliver your shipment and the amount of labour required.
- Will the estimated cost be guaranteed?
Consultants guarantee their estimates when they have all the necessary information to do so. For this reason, and to avoid complications at a later date, please be sure to point out everything that is to be moved. This includes all items in storage areas inside and outside of the house or anything being picked up from other locations, such as cottages or storage areas away from home.
- What method of payment is required?
If your employer is to be billed for the move, make arrangements well in advance with both your company and Highland Moving. This will help to avoid delays when your shipment is delivered.If you are paying for the move, Highland offers many payment options: cash, certified cheque, MasterCard, Visa, American Express, bank draft/money order. Credit card payments must be made in advance of delivery. As well, the driver cannot deliver a COD shipment until payment has been received.
- What is C.O.D.?
This is when payment is required at the time of delivery.
- What is a Bill of Lading?
This is the contract between the mover and the customer; it also acts as a receipt. It is important to understand everything on the bill of lading before you sign it.
- What is Expedited Service?
This is an agreement to transport goods by a set date in exchange for a higher rate.
- What is guaranteed pickup and delivery service?
Guaranteed pickup or delivery is a premium service whereby dates of service are guaranteed, with the mover providing reimbursement for delays. This type of service is often subject to minimum weight requirements.
- What are additional services?
Services such as packing, appliance servicing, unpacking, or stair carries that are needed due to either your request or building regulations may result in additional charges.
- What are line haul charges?
This is the basic method of billing for long distance moving services. Line haul charges are calculated by mileage and the weight of your shipment. Line haul charges may not include fees for charges such as the ones noted above in “additional charges”.
- What are long carry charges?
An additional charge incurred when articles must be carried an excessive distance to the movers truck.
- What is shuttle service?
Shuttle service occurs when a smaller vehicle is used to haul goods to a location that is not accessible to large moving trailers.
- What is a stair-carry charge?
This is an extra charge for carrying items up or down flights of stairs.
- What is S.I.T.?
Storage in transit is temporary warehousing of goods pending further transportation.
- What is valuation?
The amount your goods are worth. The valuation charge compensates the mover for assuming a greater degree of liability than provided for in the base transportation.
- What is warehouse handling?
This is an additional charge applicable each time S.I.T. (storage in transit) service is provided. This charge compensates the mover for the physical placement and removal of items within the warehouse.