Your Rights & Responsibilities When You Move

As a customer arranging an interstate move, you are protected by federal regulations. It is important that you understand both your rights and your responsibilities to ensure a smooth and transparent moving experience.

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Your Rights as a Customer

You have the right to:

• Receive a written estimate (binding or non-binding) before your move.

• Receive a Bill of Lading / Order for Service that clearly outlines all services, charges, and delivery terms before loading begins.

• Receive a written inventory list of your goods showing the condition of items at pickup.

• Know your liability and valuation options, including:

  • Full (Replacement) Value Protection

  • Released Value Protection (minimum carrier liability)

• Review the carrier’s tariff and pricing structure upon reasonable request.

• Know the name, DOT/MC number, and contact details of the motor carrier assigned to transport your shipment.

• Be informed of any delays, schedule changes, or service issues related to your move.

• File a claim for loss or damage if something goes wrong during transport.

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Your Responsibilities as a Customer

You are responsible for:

• Selecting a licensed and authorized broker or motor carrier.

• Providing accurate and complete information about your shipment.

• Declaring any high-value or fragile items in writing.

• Reading and understanding all documents before signing, including:

  • Estimate

  • Order for Service

  • Bill of Lading

• Ensuring access to pickup and delivery locations, including parking, elevators, stairs, and building permissions.

• Being present (or assigning an authorized representative) during:

  • Pickup

  • Loading

  • Delivery

  • Unloading

• Inspecting your items at delivery and noting any damage or missing items on the delivery receipt before signing.

• Keeping all moving documents until final payment and any claims are fully resolved.

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Important Notice

Failure to review documents carefully, declare high-value items, or inspect goods at delivery may affect your ability to file claims or receive compensation. Always keep copies of all paperwork related to your move.