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Residential FAQ

Household Moving FAQ's

When is the best time to move?
How long does it take to move?
When should I call a moving company?
 
Packing


Do my appliances need special attention?
Can I pack my china, glass, crystal?
Can I pack my clothes in a chest or dresser draws?
How are my upholstered items and chairs going to be protected during the move?
If I do my own packing, is the mover still responsible if something is lost or broken?
 
Estimating

Do I need an estimate?
What is involved in an estimate appointment?
What is a binding estimate?
Do you charge more for moving furniture up stairs?
 
Legal Issues

What is an Order for Service?
What is a tariff?
How Much Will My Move Cost?
How are moving charges calculated for a long distance move?
How and when should I pay?
How much am I expected to tip?
 
Moving Special Items

Can I Move My Frozen Foods?
Do movers disassemble and reassemble beds?
Can I Move Jewelry And Other Valuables?
Can I Move my plants?
Can I move me pets?
Do you charge extra for moving large items such as pianos?
Are there items that Canway will not move?
Can My Possessions Be Stored Temporarily?
Will My Furnishings Remain Clean?

Planning a Move


1. When Is The Best Time To Move?
If there is a choice, most moving companies suggest you avoid the summer, beginning or end of the month or winter holidays.  The heaviest demands are placed on vans, equipment and personnel during these periods.

However, Canway believes that you should move when it's most convenient for you.  Factors involved in the decision may include:
  • Whether the move must be made immediately.
  • Transferring children during the school term.
  • Separation of the family while the move is under way.
If the move can be scheduled for a time when vans and trained personnel are most readily available, we'll be better equipped to meet your preferred delivery schedule.

2. How Long Does It Take To Move?
This depends on many factors, such as the time of year, weather conditions, size of your shipment, time required to load and unload, and the direction and distance your shipment is traveling.

Because the average household furnishings will not fill a van, it is often necessary for two or more shipments to be loaded on the same van.  Each shipment is carefully sectioned off from the others.

With the help of Canway computer-assisted dispatching system, the pickup and delivery dates are scheduled according to the origin and destination of individual shipments on the van, as well as overall shipment weight.

3. When Should I Call A Moving Company?
The earlier, the better.  Although the actual van assignments may not be made until a few days before your move, it's wise to give your moving company from 4 to 6 weeks notice, if possible.  The more lead time you can give, the more likely we will be able to meet your delivery schedule.

All moving companies usually require alternate pickup and delivery dates.  We'll do our best, of course, to comply with the dates you prefer or the nearest possible alternative.  You will be notified in advance of the loading date of your goods and of the estimated date of arrival.

If your pickup and delivery dates are critical due to such factors as lease expiration or a real estate closing, you may choose a preferred service which will enable us to accommodate a reasonable schedule based on your specific needs.  You should discuss your specific pickup and delivery requirements with your relocation counselor, who can advise you of the types and costs of services available.

Packing

4. Do My Appliances Need Special Attention?
Most refrigerators, washers, dryers, and other electrical or mechanical appliances require special servicing to assure safe transportation.  Any moving parts such as motors on major appliances, washer drums, icemakers, and the pickup arm on a phonograph should be securely fastened for shipment.  Gas appliances need to be serviced and disconnected by your local gas utility.

It is the owner's responsibility to see that appliances are serviced for shipment before they are loaded on the van.  Upon request and for an additional charge, a moving company will perform this service, using either it's own qualified personnel or an authorized service company.  For more information on servicing and cleaning appliances for moving, ask your Canway agent for the booklet, "Moving Appliances & Other Home Furnishings."

5. Can I Pack My China , Glass & Crystal?
Most people prefer to have their household possessions, especially fragile items, professionally packed by a moving company.  However, if you decide to pack these items yourself, remember that the basic principles of good packing include wrapping the tiems individually, providing plenty of cushioning and making sure of a firm pack.

Be sure to select a sturdy container with a lid.  Place a 2 or 3 inch layer of crushed paper on the bottom of the carton as a cushion.  Wrap each item individually with a soft material to provide a safe, protective "padded nest".  Pack the heaviest items on the bottom, empty ones next, filling in empty spaces with crushed paper.  Place plates on edge and glassware on rims for maximum protection.  Mark the carton "Fragile" and list the contents on the outside.  Be sure to seal the carton with tape.

Cartons, paper, and tape may be purchased from your local Canway agent for a very modest cost.  Your agent should also have a copy of the free booklet, "Doing Your Own Packing."

6. Can I Pack My Clothes In A Chest Or Dresser Drawers?
Lightweight clothing - sweaters, shirts, blouses, lingerie - may be left in the drawers.  Do not fill drawers with heavy items such as books, table linens or sheets, which can damage the piece of furniture during transit.  Be careful NOT to leave fragile items, money, jewelry, watches or other valuables in the drawers as well as anything that might spill or leak.

7. How are my upholstered items and chairs going to be protected during the move?
Canway uses shrink-wrap on all light colored upholstered items.  This prevents the items from being scraped, marred or soiled during the move.

8. If I do my own packing, is the mover still responsible if something is lost or broken?
Yes.  The mover usually has a tariff provision that allows them to repack carton(s) if they feel they have been improperly packed, or if the carton(s) will cause harm to the rest of the shipment(s).  The mover is also liable for any loss or damage caused during transit unless the sole cause for the loss or damage was due to any of these common law defenses:
  • An act of God.
  • An act or omission of the shipper
  • An act of the public enemy
  • An act of the public authority
  • Inherent vice
Improper packing falls under "an act or omission of the shipper".  Since the sole cause for the damage must be the act of the shipper, any contributory damage by the mover would void the common law defense, and the mover would be responsible.

Estimating

9. Do I Need An Estimate?
Canway will conduct a pre-move survey of your household goods to be transported.  A pre-move survey is needed to determine the approximate cost of a move and the amount of van space your goods will occupy.  Your Canway Relocation Counselor will compute the approximate cost and provide you with a written Estimate/Order for Service.  An accurate estimate cannot be given without a visual survey of the goods to be moved. There is no charge for an estimate.

Charges for local shipments are generally calculated on an hourly basis.  There may be a minimum number of hours required.  These shipments are handled by the local moving company, not the interstate carrier.

10. What is involved in an estimate appointment?
An estimate appointment is an in-home interview between the moving consultant and the customer that helps to identify all the items the customer is looking to move and the specific requirements of the move. It is important that you be there to personally discuss the move process. You should allow at least one hour (or more) to complete the in-home survey. Our objectives during this estimating process is to:

  • Identify special packing requirements
  • Identify specific service needs, such as appliance servicing, crating, shuttle service etc.
  • Determine logistics, i.e. access to residence, elevators, stairs, etc.
  • Review your responsibilities, explain the moving process, step by step, discuss your individual needs and concerns
  • Offers suggestions and options that will meet those needs and still remain within your budget
11. What Is A Binding Estimate?
A binding estimate or binding cost of service specifies in advance the precise cost of the move based on the services requested or deemed necessary at the time of the estimate.  If additional services are requested or required at either origin or destination (such as a shuttle or long carry), the total cost will be charged accordingly.  Binding estimates are valid for the time period specified, up to 60 days.

If you add items to be moved or require additional services, such as packing between the time of your estimate and the time of your move, there will be additional charges.  An addendum providing these additional charges will be prepared for your signature.

If you are interested in obtaining a binding estimate, please discuss it with your Canway Relocation Counselor.

12. Do you charge more for moving furniture up stairs?
We do not include extra costs for stairs. All moving time is billed by the hour. Since moving heavy furniture up stairs may be more difficult and take additional time it is fair to assume that the total amount of time spent moving may increase a little.

Legal Issues

13. What is an Order for Service?
Moving companies are required to prepare an order for service on every shipment transported for an individual shipper.  You are entitled to a copy of the order for service when it is prepared.  The order for service is NOT a contract.  It will note the estimated charge of the move and any special services you require such as packing and storage as well as pick-up and delivery dates or spread dates.

14. What Is A Tariff?
This is the legally required list of rules, regulations, available services, terms and resulting charges published by a carrier in order to provide interstate transportation of household goods.  Tariffs are available for inspection at the offices of Canway, upon written request, Canway will furnish a copy of any tariff provision containing Canway's rates or changes governing the shipment.  This information is also available for inspection at the offices.

15. How Much Will My Move Cost?
Unless you have been given a binding estimate, the exact cost of your move cannot be determined until after your shipment has been loaded on the van and weighed.  If additional services are requested or become necessary after loading and weighing, additional charges will be incurred.  Basic transportation charges depend on the actual weight of your goods and the distance they will travel.  The total cost will include these transportation charges for Full-Value Coverage or Depreciated Coverage (see "Am I protected against loss or damage?"), plus charges for any "accessorial" services (such as packing and unpacking) performed by Canway at your request.  These charges are based on published "tariff" rate schedules.

16. How are moving charges calculated for a long distance move?
Your charges for a long distance move are predicated on the weight of your household goods and the distance you are moving.  Based on this data, your moving consultant can determine the per hundred- weight charge for your shipment from their published tariff schedule of rates.  The per hundred weight charge is multiplied against the weight of your shipment to calculate your line-haul transportation charges.

In addition to this, there may be a city or other service/surcharge which is also calculated on a per hundredweight basis.  Packing charges which include the cost of the materials, the labor to pack the cartons and unpacking at destination are charged either on a per unit basis depending on the type and size of carton or on a per hundredweight basis.  Other charges that may affect the cost of your move are specialty services such as crating, appliance servicing, automobile transport, pets or plant transport, replacement cost protection premiums etc.

17. How And When Should I Pay?
Tariff provisions require that all charges be paid before your shipment is unloaded at destination (unless prior arrangements have been made for later billing).

Payment for your Canway shipment can be made by one of the following methods: cash, traveler's check, money order or cashier's check.  In addition, Visa or Mastercard can be used to pay for interstate moves only, with advance approval required prior to loading (unless other billing arrangements have been made).  Personal checks are not accepted. 

All payment forms apply to both binding and non-binding estimates.

18. How much am I expected to tip?
You are never expected to tip, and our movers are specifically forbidden to ask; however, tips are always appreciated.  A general rule of thumb for exceptional service might be $5.00 per mover per hour.

Moving Special Items

19. Can I Move My Frozen Foods?
Frozen foods can be moved, but only under specific, limited conditions.   Be sure to discuss this with your Canway agent.  In most instances, we suggest shipping arrangements be made through local  frozen food locker plants, especially for a long-distance move.

20. Do movers disassemble beds?
Yes, the movers will disassemble beds and bed frames with the exception of waterbeds (these require special servicing). They will also disassemble any other items that need to be taken apart for safe transportation. The mover will reassemble these items at destination.  Items you disassemble at origin will be your responsibility to reassemble at destination.  Movers/packers will not remove items that are affixed to walls or ceilings (i.e. drapery tracks) due to the possibility of property damage.

21. Can I Move Jewelry And Other Valuables?
Items of extraordinary value such as jewelry, money, antiques and stamp collections can be included in your shipment, provided you notify your Canway agent of these items before packing or moving day.  However, we strongly recommend that you carry irreplaceable and expensive articles with you, or make other arrangements for their transport.

In the moving industry items worth more than $100 per pound are considered to be articles of extraordinary value.  To be assured that a claim involving these articles is not limited to minimal liability, complete and sign the High-Value Inventory form and sign the "Extraordinary (Unusual) Value Article Declaration" box on the Bill of Lading.  If no articles of extraordinary value are included in your shipment, simply write "none" on the High-Value Inventory form and sign it.

22. Can I Move My Plants?
Canway cannot accept responsibility for safely moving your plants because they may suffer from a lack of water and light as well as probable temperature changes while in the van.  You may prefer to transport your house plants in the family car or ship them by plane.

Some states prohibit the entry of all plants, while other states will admit plants under certain conditions, still others have no plant regulations.  Be sure to check the regulations of the state to which you're moving.  Ask your Canway agent for a copy of the booklet, "Moving With House Plants."

23. Can I Move My Pet(s)?
Pets cannot be carried on the moving van.  Dogs, cats, canaries and parakeets can usually be transported in the family car.  If this isn't convenient, your Canway agent will be glad to suggest alternate ways to ship your pets safely.  Ask for a copy of the booklet "Moving With Pets."

24. Do you charge extra for moving large items such as pianos?
Canway Moving and Storage has no additional charges for moving pianos.  Piano moves and any other extraordinarily heavy furniture are all charged the same way that regular moves are charged. We will bill these by the hour or by a weight mileage basis.

25. Are there items that Canway will not move?
Yes. We will not transport the following items:

  • Open liquids, flammable items such as kerosene and gasoline, propane tanks
  • Jewelry or cash
  • Hand guns/ ammunition
26. Can My Possessions Be Stored Temporarily?
If you are unable to take immediate possession of your new residence, your belongings can be stored in a local Canway agent's warehouse.  Canway agents throughout the world provide safe storage facilities for holding your goods until you're ready for them.  However, you are responsible for the storage charges, as well as warehouse handling and final delivery charges from the warehouse.

If your goods are placed in storage, there will also be an additional charge for the valuation or insurance coverage provided for your shipment.  The type of coverage and cost will depend upon whether the shipment is held in storage-in-transit or in permanent (long term) storage.  Please ask your Moving Consultant for the information regarding storage arrangements. 

27. Will My Furnishings Remain Clean?
Canway's exclusive Sanitized®-treated, air-ride vans provide a clean safe move.
The Sanitized® feature, which inhibits mildew growth and controls insects, is an extra measure of hygienic safety for your belongings.  In addition to this service, Canway protects your upholstered furniture pieces with ClearGuard, a clear plastic material, before they are wrapped with furniture pads.

 

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