Frequently Asked Questions


General Questions


Service Questions


Billing and Pricing Questions


Policies


Online Order Questions


General Questions

How much does moving labor cost?

While our rates are primarily the same from season to season they do vary by crew size and move type. Please view our moving labor section for the most current pricing.

How are you different from traditional moving companies?

We specialize in the labor aspect of the moving industry and we work closely with most major mobile storage, freight, self storage and truck rental companies. We do not own our own trucks and we do not provide storage, we simply provide licensed and insured movers to load, unload, pack and move furniture. Please feel free to read our informative guide "How We Differ From Full Service Movers"

Why would I need movers without the truck?

Our movers service the growing segment known as self service moving, also known as do-it-yourself moving. It can cost thousands of dollars less to rent a truck, reserve freight or use mobile storage versus the traditional method of hiring full service movers. For consumers who select a self service move option, we provide the skilled movers to load, unload and pack. Moving can be very difficult and it is important not just to have the muscle to move your items, but also the skill and expertise to ensure than nothing gets damaged and you make the most use of your space.

Can you help me choose a transportation provider?

We work closely with many major self service relocation companies. Whether you need mobile storage, self storage, freight or a truck rental, we can provide you with discount pricing. We can also provide a driver, estimate your fuel costs and more! We recommend completing our transportation quote form for rates tailored to your needs.

How do I know the movers will show up?

Movers not showing up is a fairly common practice in the industry, this is partially why so many companies have bad reviews and are constantly changing their company name. Our movers will show up, we guarantee it. One factor that separates Elite Moving LaborTM from other companies is that we don't work with day labor or unreliable crews, we work with the absolute best. Our reputation and your satisfaction is our number one priority, we promise that your crew will show up and you will be satisfied.

What if I am making the reservation but will not be on site?

If you are making the reservation but will not be on site during the move, simply click the check box on the first page of the order form called "Someone Else Will Be on Site". A new field will appear that will allow you to input the on site persons name.

Do you have any deals or special promotions?

Yes! We currently have over 20 special discounts from college and military to discounts for service in specific areas. See our Deals and Discounts section for the most current offers.

Do you provide complete nationwide coverage?

We directly service every major metropolitan area in the United States. We also service most rural markets in outlying areas.

Do you charge travel fees?

Approximately 90% of our customers are exempt from travel charges. However, some rural markets that require a large amount of driving time will be charged a fee. Our travel charges are assessed on a case by case basis, if you would like to inquire about your location please contact us.

Booking online or ordering service after hours? Rest assured that if your service request requires a travel fee we will not process your order until we have your approval. If you do not approve of the charge you will incur no costs or fees.

How do I pack an LCD, Plasma or other flat screen TV?

Whenever possible, it is in your best interest to use the original box and packing supplies that your TV came with. When that is not possible, your safest bet is to have the TV crated (Request a TV crating quote). Most traditional moving companies would require crating and it will ensure that your TV arrives safely.

As a secondary alternative, you may purchase a flat screen TV box. These usually run between $50-$80 and most specialty moving centers like U-Haul, New Haven Moving Supplies, and Victory Packaging will have them. Unfortunately you probably will not find them at your local Lowe's or Home Depot.

If you do not want to crate the TV, you can opt to build a "cardboard crate". This basically means that you will place several cardboard boxes on the front of the TV to protect the screen and then wrap the entire TV with shrink wrap. Once the cardboard is firmly in place you will cover the TV with furniture pads and then shrink wrap again, ensuring that all material is firm and snug. If you would like our crews to complete this for you simply let us know, however the customer will be responsible for providing the necessary supplies to complete the wrapping.

There are insurance and liability restrictions on flat panel televisions if they are not prepared correctly. Please take a moment to review "Your Rights and Responsibilities"

How do the start times work and are the movers ever late?

Many factors, including your location, availability on your requested date, crew size and type of move play into what times are available for scheduling. When placing an order we will establish a two hour arrival window for our operations team to work with. Based on your specific needs we can generally establish a preferred time within that window.

Our movers operate daily beginning with the first available time slot of 8am-10am and the final slot of 6pm+. Late afternoon and evening start times will vary by the time of year due to sunlight. During the summer months we may be able to begin your move as late as 7-8pm while during the winter months the final slot may be reduced to 5-6pm.

If you have a specific time constraint, such as a reserved elevator, we will make every effort available to accommodate the request. If you are ordering online you should include detailed instructions in the comments section, this will help us when scheduling a crew for your move.

As we have already reviewed, we will always make every effort possible to be to every scheduled move at or before the scheduled start time. Due to the nature of the moving business and the considerable amount of opportunities for delay we can never guarantee any specific start time. Weather, traffic, previous orders on the same day and customer readiness are just a few of the many variables that can create delays. Similar to airlines, once a delay occurs it generally ripples through the schedule and ultimately will impact several moves. We do guarantee that if we are going to be late we will be in contact to communicate the delay, the reason for the delay and provide an anticipated arrival time.

Do I need a parking permit for my rental truck, portable storage unit or freight truck?

There are many jurisdictions around the country that require parking permits for rental trucks, PODS and freight trailers. Unfortunately many of these cities and counties do not provide enough information on the requirements of these permits, however that still does not exempt you from getting one if it is required.

When available we do make an effort to provide information about local permit policies on our blog as well as local city pages. San Francisco for example, does require a permit for moving vans and PODS. Many cities in Northern Virginia as well as Washington D.C. also require permits. Permits are issued by local municipalities and the need for one varies from jurisdiction to jurisdiction; when in doubt always check with your city or county for more information.

My building requires a certificate of insurance, how do I request one?

Many apartment buildings and high rises will request that the movers provide a certificate of insurance prior to your move-in or move-out. We can provide a certificate for your building provided we have a minimum of five (5) business days notice. We charge a $15 fee for each certificate request.

To request an insurance certificate please fax (888-901-4464) us your insurance request document or upload the document via our contact form. This document is generally provided by the requestor (building or management company) and includes the language for the "Additional Insured".

What if I need help at multiple locations?

This FAQ is intended for individuals who will require moving assistance at multiple locations in the same local area.

If you are moving long distance and require loading in one city and unloading in another you will simply create two orders, one for each location.


Let's assume that you are arriving in Washington D.C. and need movers to unload your truck. Instead of unloading at one location you will need to unload in two locations, first at your home and then at your storage unit. There is no additional fee for this service, we simply meet you at the first unload location (origin) and then follow you to the second stop (destination) and complete the unload. If you are ordering online please be sure to enter the origin location first, you may then provide details about the additional stop in the "Special Instructions" box.

There is no limit to the number of additional stops as long as they are in the same local area, usually no more than 25 miles apart. If you require assistance at multiple locations greater than 25 miles apart but still in the local area you may be assessed a small fuel charge.


Service Questions

Is moving equipment provided with my order?

Yes! All of our crews provide one hand truck, one floor dolly and standard tools for assembly and dis-assembly. We do not provide furniture pads or appliance dollies, those should be rented from your transportation provider. If you will need shrink wrap or rope you should provide these items, the movers will utilize them as needed.

Do you assemble/dis-assemble furniture?

Standard tools are provided on every site for basic assembly and dis-assembly. The most common items we assemble/dis-assemble are beds, mirrors from dressers and dining room tables. Our movers can provide this service for basic household items, if a specific item requires special knowledge or tools we cannot service it.

Due to liability concerns we cannot provide these services for baby cribs, water beds, tanning beds, gas appliances, pool tables or pianos. If you have questions about a specific furniture item please contact us.

Who is responsible for furniture pads?

It is the responsibility of the customer to obtain furniture padding. Most major companies involved in transport will rent furniture pads to you. If your transportation provider does not rent furniture pads we recommend that you review our additional options.

I'm using 1-800-Pack-Rat, PODS, ABF or another company that gives me a delivery window, how do I coordinate with the movers?

We work closely with several companies, including Pack Rat and Movex. If you are using one of the companies we work with we will automatically contact the company on pre-arranged dates to receive status updates regarding your delivery.

If we do not work directly with your transportation company, we will still provide the same flexible service. Instead of contacting the company directly we will contact you on pre-arranged dates to receive updates and adjust the moving crew as needed.

What is considered a "local" move and can I use the same crew for both the load and unload?

A local move is generally defined as the same city or metropolitan area. When moving locally you may continue to use the same crew from beginning to end, the drive time from the origin to destination will be billed as part of the move.

Do you provide moving supplies?

Unlike traditional moving companies, we generally do not maintain an inventory of moving supplies and recommend that the customer purchases all boxes, packing tape, etc before our arrival. We will order a complete set of moving supplies for customers who require a full pack. Once a packing order is processed a coordinator will speak with you regarding your home to determine the amount and types of supplies that are needed.

Review our partner offers for moving supply discounts.

What if I am moving in the same regional area, but not locally, on the same day?

If you're not moving locally within the same metropolitan area but are moving within the same region, approximately 100-350 miles, you may arrange services for the same day. To do this we will schedule moving labor to load for a morning start and the unload for a late afternoon start. We will then create a system task to have the unload area manager contact you 3-5 hours before your expected arrival to confirm if you are on schedule. If not, the start time will be adjusted around your new arrival time and the availability for that afternoon.

Can I help the movers load or unload?

The quick and easy answer is yes. However, numerous factors play into whether or not it is a good idea for customers to help with the moving process. The majority of the time the customer may interfere with the process and the move will take longer. It is recommended that you speak with your site supervisor about actively participating.


Billing and Payment Questions

Are there any hidden fees?

Absolutely not. Our rates are up front and listed in plain view. We have no rush fees, order change fees, stair charges or piano fees. The only fee we may charge is a travel fee, however it is only applicable to a small percentage of our customers who reside in rural areas. If a travel fee is required, you will be notified for approval prior to processing your order.

What payment methods do you accept?

We accept Visa, Mastercard, Discover, American Express and cash. Our moving teams carry credit card authorizations on their work orders so you can pay with a credit card at the completion of your move or you can complete our Pre Order Authorization for billing security. Your deposit amount at the time of booking must be paid for with a credit card.

Check acceptance varies by location, notably due to local and state laws. If you would like to complete your balance payment by check please confirm the local acceptance policy with your project manager before your move date.

What are the details of the Pre-Order Authorization program?

Elite Moving Labor accepts credit cards on site as a payment method, however you will be required to input your credit card information onto our work order for processing. To address security and privacy concerns, we have created the Pre-Order Authorization feature which will allow you to complete an order authorization before your move so you will not have to enter your credit card information on your move date.

To take advantage of this feature, simply complete the Pre-Order Authorization form and return it to Elite Moving Labor. The document will stay securely on file until the completion of your move, at which time we will charge the balance due to the card indicated on the form.

This method of payment is preferred for consumers concerned about privacy or credit card security. We offer this service for free to all of our customers.

What are the details of the New York City surcharge?

Due to the rising costs associated with servicing the five NYC boroughs we have instituted a mandatory service charge of $25. It has been established to help offset the rising costs of tolls and parking that our movers must pay for. This fee is in addition to our standard moving labor pricing and will affect customers in Manhattan, The Bronx, Queens, Brooklyn and Staten Island. For more information review our blog on this topic.

Policies

What is your cancellation policy?

We have several cancellation policies that vary based on when the cancellation is placed. The policies have been outlined below for your reference.

If you need to cancel your order but plan to reschedule for an unknown date in the future please review our "Pending" policy for additional options.

Standard Order Cancellation: A $50.00 fee applies to all canceled orders assuming they do not meet the criteria of our Same Day or No Show cancellation policies. The $50.00 fee will be subtracted from your original deposit amount and the remaining balance will be payed to you by check within 7-10 business days.

"Pending" Status - Short Term Cancel: If your situation has changed and you are no longer sure of your moving dates or destination you may opt to move your reservation to pending status. This will cancel your current order(s) and allow them to be rescheduled at any time within twelve months without penalty. Orders can be rescheduled at any location in the country, it is not tied to your original location. For example, if you originally scheduled your moving crew for Richmond, Virginia but instead decide to move to Houston, Texas you may still utilize the same order.

Same Day Cancellation: If you placed an order and require service for the same day we will do everything possible to accommodate your request. We require a $150.00 deposit at the time of booking, if we are unsuccessful in scheduling a crew your deposit will be refunded. However, if a crew is confirmed and then a cancellation is made no refund will be provided.

No Show Fee: If a cancellation request is received after our crew departs for your location you will be charged a $150.00 no show fee in addition to the $50.00 cancellation fee. This fee will be charged to your credit card on file per our terms and conditions.

What is your reschedule policy?

We will gladly reschedule reservations, however reschedules are subject to time and date availability. There are no fees for rescheduling assuming the request is received in a reasonable time period, this is generally considered 24 hours. We have outlined our cancellation and rescheduling options above for special situations. (See Cancellation Policy).

If your relocation plans have changed we offer the ability to place your active reservation into pending status. Pending status provides you with up to one year to reschedule your reservation without any fees.

If you have a freight trailer or mobile storage unit that has a delivery window we will work with you to accommodate the unknown delivery window. Read More

What is your short notice/last minute policy?

Our goal is to provide professional moving services to all of our customers, regardless of when they book. While we do not have an additional surcharge for short notice moves we do have specific criteria for these orders. This is because an overwhelming 91% of last minute customers do not complete the reservation process. Customers who require service the same day or within 36 hours of the service request are required to provide credit card information. If we have availability for the request it will be processed as a new order and the credit card will be charged the standard deposit rate. If we do not have availability for the service request the customer will not incur any charges.

To help avoid the need for movers at the last minute check out our short notice moving tips

What is your piano policy?

We have no additional fees to handle pianos, however we do have crew size requirements and restrictions. Please ensure that you select the appropriate crew size based on your type of piano.

Upright/Spinet/Console: The smaller versions of these piano types generally weight around 250lbs. If the piano is going to a ground floor level with no stairs we require a 3-Man Crew. If stairs are involved aside from a 1-2 step entrance we require a 4-Man Crew.

Over-Sized Upright Piano: Larger versions of upright pianos, generally referred to as "over-sized", require a 4-Man Crew for ground floor movement. If stairs are involved please contact us so we can acquire specific details and make a crew assessment.

Baby Grand and Grand Pianos: Unfortunately we do not move either of these piano types, however we can provide a piano moving quote through our specialty move service. Quoted services through this program are performed by companies that specialize in baby grand and grand piano movement.

Please remember to consider all variables of your move. Account for long carries, stairwell landings, narrow doors, etc when making your crew selection.

What are the details of your insurance?

We have created an in depth review of the coverage provided by our company called "Your Rights and Responsibilities". We highly recommend reviewing this segment in its entirety.

Will the movers drive my rental truck?

If you are moving locally (within the same city or metropolitan area), we can drive your rental truck for no additional charge. However, our insurance does not cover "hired autos" so the customer must take the full insurance option from the truck rental provider. If you need a driver for your local move please let us know ahead of time so we can staff the order correctly.

What if I have items over 250lbs?

When an item exceeds 250lbs we require a minimum of three movers on site. If the item is excessively heavy and exceeds 400lbs we require a minimum of four movers. Your on site conditions, such as stairs and long carries, should also be considered when choosing a crew size. We have minimum requirements for pianos, if you have one please review our piano policy. If you are unsure if your item is considered heavy please review the FAQ below or contact us to inquire.

If you already have a reservation and need to add additional movers to accommodate these heavy items please contact us.

How do I know if my items are over 250lbs?

There are several items that are almost always over 250lbs, such as pianos, pool tables and side-by-side refrigerators. However, there are many other furniture items that can exceed 250lbs in certain situations that may not exceed that weight in others. The type of material the item is made out of can be a major indicator as items made from dense wood (Oak and Maple) can make almost any piece of furniture heavy. Is the item in question older or newer? With the exception of washers and dryers, newer items tend to be lighter than their outdated counter parts. For example, LCD TV's are much lighter than traditional tube televisions.

Gym equipment can certainly exceed the weight limit. Does the treadmill fold up? If not, it probably weighs more than 250lbs. Large armoires and king sized bedroom suites can also be borderline, especially if they have extra large dimensions. Some items may weigh under 250lbs but may be too wide and bulky for a 2-Man Crew.

When in doubt we highly recommend choosing a 3-Man Crew or larger. This will prevent delays on your move date if the item is not movable by 2-Men and will ensure that your items are moved safely and without damage.

Do you provide washer and dryer hookup and are there any limitations?

Yes, Elite Moving Labor will provide service for washers and dryers however we do have a few limitations. All appliances must be electric, we will not provide this service to any gas appliances. Request a quote for gas appliance connecting or disconnecting through our specialty move program.

Front load washers must have four transit bolts which came with the appliance, these bolts are necessary for proper movement and transit. A front load washer with the transit bolts installed will look like this.

Can I keep clothes in my dresser drawers?

Yes, you can leave your clothes in your dresser drawers to conserve space. Depending on the weight and stability of the dresser it may be necessary to remove the drawers before moving the dresser and then replace them once the dresser is on the truck or storage unit.

What if my truck breaks down or my truck/unit doesn't arrive on time?

From time to time we see issues with truck rentals breaking down, freight trucks being delayed or storage units not being delivered on time. There are many variables that go into how we handle these situations, the most important is when you notify us. If you provide notification within a reasonable time period (generally five hours or more), then we will simply reschedule the order (See our Reschedule Policy).

If notification of the breakdown or delay is received after the crew has been dispatched the customer is still responsible for the No Show Fee in addition to the cancellation fee, assuming the order is not rescheduled.

We understand that the delay may be completely out of your control however we still must pay our movers for these scheduled orders. You may want to inquire with the transportation company about reimbursement for the fees charged if the delay was solely their fault.


Online Order Questions

When I place my order online, how much is charged?

Based on the selections you made, your card will be charged the deposit amount for your crew selection. If you reserved more than one crew then the charge will be the sum of both deposits. Deposit amounts are subtracted from the total amount due, your confirmation email will outline the rates, deposit amount and total balance that remains.

Deposit amounts by crew size:

  • 2-Man Crew: $69 Deposit
  • 3-Man Crew: $99 Deposit
  • 4-Man Crew: $99 Deposit


How do I use promotional codes when booking online?

To use a promotional code simply enter the applicable code in the "Billing" section marked "Promotional Code". Our system will not automatically recognize discount codes but it will be verified before processing your order and applied to your rate.

Some of our promotional codes apply to very specific geographic regions, please make sure that the code you use is applicable to your service area.

When is my card charged?

Our current online order form is not a live transaction, this means that your card is not charged when you submit your order. Upon receipt of your order we will verify crew availability and if your location requires a travel fee.

In most cases we will have a crew available and you will not be required to pay a travel fee. When this occurs we will then charge your card for the deposit amount, process your order and provide you with a confirmation email.

If we do not have an available crew or if your order requires a travel fee, we will contact you immediately to provide you with this information. If a travel fee is required your approval will be required before processing your order.

What if I do not know some of the required information?

If you are missing items that are required by our online form simply enter the word "Unknown" and continue with the form. Some fields will require numeric entries (e.g. Zip Code), for those entries you can enter "0".

Please note in the comments section why you have skipped the required data and when you will provide it to us.

Can I use a different payment method for the balance?

Absolutely. The card entered during the order process is only used for the deposit amount and is not billed for the balance of the move. At the completion of your move you will have the option of using the same card by completing a credit card authorization form. You can also use a different card or pay by cash and check.

Is the order form secure?

Yes, our online order form is SSL secure. If you do not see a blue highlight or lock on your address bar simply type "https://www.elitemovinglabor.com/reserve". The "https" constitutes a secure connection and your web address bar should confirm the connection.

What if I do not have an email address?

Our online order form requires an email for several reasons, notably to provide you with a confirmation as well as to prevent spam. If you would like to reserve service online without an email, enter a generic address into the email field. For example, " This e-mail address is being protected from spambots. You need JavaScript enabled to view it " would work, since our order form will see that the email entered is in a valid format. Make sure you put a comment into the "Special Instructions" area regarding how you would like to receive a confirmation. We can provide one by fax, phone or postal mail.

I received an error that my email address is not valid

Our online reservation form validates your email through a syntax, basically looking for the correct email format, This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Although uncommon, we have experienced errors with emails such as This e-mail address is being protected from spambots. You need JavaScript enabled to view it . If you have received an error but your email is formatted correctly please do the following:

  • Enter a simple but false email address to allow you to move forward with the booking. If the error occured using a similar email as listed above, shorten it to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
  • On the second page of the booking process, locate the "Special Instructions" box and enter your correct email.
  • Upon your order submission, we will override the initial entry and add your correct email address.