Frequently Asked Questions

Move Questions

  • Can I pack some of my possessions?
    Yes, however it is important to note – we would recommend that the boxes are left open, (ie. not taped closed), so they can be checked by the packing crew to ensure that all goods are packed correctly and are fully protected during transit. This removes any need to mark items as PBO (packed by owner) on the inventory. This is important since the inventory will be passed to the insurance company and to customs officials at destination. Insurance cover can be compromised and customs officials may be more likely to want to physically inspect items marked PBO.
  • Can some boxes be delivered to me prior to the move?
    Of course, most moving companies are happy to arrange this. Many people find this helpful in order to sort through items, and to pack personal possessions. Just let your Move Coordinator know how many boxes you require and this can be arranged.
  • What time does the packing crew start and finish?
    The packing crew will arrive at your home at approximately 9 a.m. (traffic dependent) and work throughout the day. Typically, our crews will be finished by 5-6 p.m., depending on the volume of your possessions to be packed.
  • Do I need to be at the property all day whilst the crew is there?
    You will need to be at home to let the crew into your property; once their work is underway and you feel comfortable, you are free to leave and return later in the day. Obviously you will need to be present to secure the property and complete all relevant paperwork.
  • How many crew members will pack my shipment?
    Crew members and additional resources will be allocated based on the volume of your move, type of shipment, and if you have any additional special requirements, such as crating, access to your residence, extra handling etc. Normally a crew will consist of a crew leader plus between 2-4 crew members.
  • Can I stay in my property during the pack?
    Yes; if you make the crew leader aware of your intended plans, the crew will leave all your essential items and pack them on the final day allowing you to stay at the property.
  • Is customs clearance included in your quotation?
    Yes – normal customs clearance is included in the quotation, however the following is excluded:

    • Customs duties, taxes and/or handling charges due to public health and quarantine issues.
    • Additional customs inspections, examination fees, security screening or related security costs, which can be applied randomly.
    • Your move specialist is on hand to advise you through the intricacies of each of these processes.
  • How long does customs clearance take?
    This is completely dependent on each country and your move specialist will talk you through the process for your required destination. In most cases you will need to be in the destination country at the time the goods are cleared and in rare situations you may need to be physically present during the clearance formalities. Details of this can be discussed during the pre-move survey allowing you to factor this into your move timeline and schedule.

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  • What happens if the volume increases/decreases?
    In terms of final payment, the invoice will be adjusted to reflect the changes in volume. If your goods are being shipped in your own dedicated 20ft or 40ft container, then charges are unlikely to fluctuate too much unless there is a significant difference in volumes.
  • What happens if something is damaged in transit?
    Although the movers we deal with have some of the lowest claims ratios in the industry, undertaking a fully comprehensive Transit Cover provides you with peace of mind. Your move specialist can explain the options available.
  • Is insurance included in our quotation?
    Applicable premiums are indicated in the quotation. However the final charges are based on the value you declare for your goods on the insurance form (or on a list you prepare separately). Please ask your move specialist for further details about the available cover. If you provide your declared insurance value before the quotation is issued, insurance charges can be included with the International Moving costs and express it as an ‘all inclusive’ lump sum. This is particularly relevant if your employer is covering the cost of the international move.
  • How long do I have to make a claim?
    To ensure full peace of mind, you have 30 days from final delivery of your possessions to claim for any items that may have been lost or damaged in the moving process.
  • Can I take my car with me?
    In addition to international household goods, it is possible to include the shipping of a car (or motorcycle, jet-ski, quad-bike, or boat); There may be some restrictions depending on the importation regulations for your destination country. Please speak to your move specialist for details.
  • Are my goods unpacked at my new home?
    Yes, on delivery day the team at destination will unpack all furniture in your new home and place the all boxes into the appropriate rooms. In most cases contents are unpacked to surface level.
  • Can I pay with credit card?
    Most movers will accept cards including Visa and MasterCard, however there is normally a processing charge of approximately 2.5%. Check with your move specialist to confirm.

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