Terms & Conditions

General Requirements

The Federal Motor Carrier Safety Administration (FMCSA) protects consumers during interstate moves and outlines the rights and responsibilities of both consumers (shippers) and household goods carriers (movers).

This booklet explains your rights and responsibilities as a shipper of household goods.

Your main responsibilities include:

Understanding the terms and conditions of the moving contract (bill of lading).
Knowing how to handle issues if they arise.

The primary responsibility for protecting your move lies with you:

Select a reputable household goods mover or broker.
Fully understand the contract terms and available remedies in case of problems.

Regulations and Interstate Transportation

FMCSA’s regulations apply to:

Motor carriers involved in the interstate transportation of household goods.
Brokers who arrange for such transportation.

Applicability:

Regulations apply when movers transport goods across state lines or internationally by motor vehicle.
They do not apply for moves:
- Within a commercial zone (see definitions at the end).
- Between two points within the same state.

Legitimate Movers and Brokers

Legitimate movers and brokers are registered with FMCSA to engage in interstate operations.

Movers: Handle transportation directly.
Brokers: Arrange for transportation but do not provide the physical transport.

Before your move, a legitimate mover or broker must provide:

A written estimate.
The “Ready to Move” brochure (or a web link).
Information about their arbitration program.
Written notice about access to their tariff.
Details about their claims process.
This booklet (“Your Rights and Responsibilities When You Move”).

Warning: Avoid movers or brokers who:

Are not registered with FMCSA.
Refuse to perform a physical survey of your household goods.
Require cash-only transactions.

You can verify a mover or broker’s registration at:

www.protectyourmove.gov
FMCSA Licensing: (202) 366-9805
FMCSA Insurance: (866) 637-0635

Customer Responsibilities

As a customer, you must:

Read all documents from the mover or broker.
Be available at the time of pickup and delivery, or appoint a representative if unavailable.
Notify the mover of any changes (e.g., move dates or additional items).
Pay the agreed amount and in the agreed format.
File claims promptly for any losses, damages, or delays.

Estimates

Understanding types of estimates and mover liability is critical for your move:

Types of Estimates

Binding Estimates: Guarantees you will not pay more than the stated amount (unless additional services are added).
Non-Binding Estimates: Gives an estimated cost based on weight and services, but the final cost may vary.

Key Points:

FMCSA requires movers to provide written estimates for all shipments.
Verbal quotes are not official estimates.

Estimate Requirements

Movers must give you a written estimate including:

Transportation charges, accessorial services, and advanced charges (see definitions).
A statement of two liability coverage options:
- Full (Replacement) Value Protection.
- Waiver of Full Value Protection (60 cents per pound per item).

If you’re moving within 50 miles of the mover’s business, they must perform a physical survey, unless you waive it in writing.

Never sign blank or incomplete estimates.

Unscrupulous movers may use these to alter the terms or costs without your knowledge.

Your Mover’s Liability and Your Claims

Movers are legally liable for loss or damage during transportation.
Liability levels are defined by the Surface Transportation Board’s Released Rates Order.

Liability Coverage Options:

Full (Replacement) Value Protection:
- Most comprehensive.
- Covers repair, replacement, or reimbursement for damaged or lost items.
- Cost varies based on shipment weight ($6 per pound minimum) and optional deductibles.
Waiver of Full Value Protection (Released Value):
- Minimal protection (60 cents per pound per article).
- No extra charge but provides very limited coverage.

Filing Claims

You have 9 months from the delivery date to file a written claim for loss or damage.

Movers must acknowledge receipt of the claim within 30 days.
They have 120 days to resolve it or request extensions.

Moving Paperwork

Important Documents:

Order for Service: Lists details of your move, including services, costs, and delivery dates.
Bill of Lading: The contract between you and the mover.
- Must include the same details as the Order for Service.
- Movers must provide this document at pickup.
- Do not sign until you review and understand it.
Inventory: A detailed list of items being transported and their condition.

Resolving Disputes with Your Mover

FMCSA requires movers to offer an arbitration program for resolving disputes.

Arbitration is often less expensive and more convenient than court.
Arbitration is mandatory for movers for claims under $10,000 if you request it.
You can still pursue legal action in court.

For serious issues (e.g., a mover holding your shipment hostage), contact FMCSA at: (888) 368-7238.

Key Points to Remember

Movers must provide written estimates.
Do not sign blank or incomplete documents.
Understand the liability coverage you are selecting.
Notify movers about high-value items.
You have the right to be present at shipment weighings and request a reweigh if needed.
Confirm acceptable payment methods with the mover in advance.
Do not sign a delivery receipt that releases the mover from liability.

Definitions (Highlights)

Accessorial Services: Additional services (e.g., packing, unpacking, piano handling) outside basic transportation.
Binding Estimate: A guaranteed price based on agreed-upon services.
Non-Binding Estimate: A rough estimate, with the final cost based on actual weight and services provided.
Bill of Lading: A contract between you and the mover, detailing the agreed terms of the move.
Storage-in-Transit (SIT): Temporary storage of goods before final delivery.

For additional definitions, refer to the complete list in the booklet.