COVID-19 update: As an essential service putting safety first, all of our movers wear masks on every move.

Frequently Asked Questions

COVID-19 and your move

Given the incredible speed at which things are changing around us due to the COVID-19 virus, we understand that you may have a lot of questions about our operations and what we are doing to keep our customers and our movers safe. We want you to know that our top priority is your safety, as well as the safety of the movers who work with us, and we are taking proactive measures to provide extra support in these uncertain times.

Here are answers to some of the most common questions people have been asking over the past few days.

After talking with state regulators, our customers, and our movers, we’ve been classified as an essential service. Leases are currently expiring, and people still need to move. We intend to be there to help and will do so in a safe and responsible manner.

We’ll continue to provide our services with the same level of quality and commitment to care that we’re known for, as long as it’s deemed safe to do so. We’re also operating with additional caution to keep our customers and teams safe (see below). This is a rapidly evolving situation, so please follow the updates we provide on our website and through social media.

Should you need to cancel or reschedule your move due to illness or COVID-19-related issues, Bellhops will be waiving all cancellation and rescheduling fees. If you have any questions or concerns, please call us at 1 (888) 836-3939.

All movers have been familiarized with the hygiene and social-distancing practices outlined by the WHO and CDC. Additionally, we are following CDC guidance to avoid large gatherings of more than 10 people. Because of the way our platform is designed, each mover will arrive independently to your residence, and every worker has deliberately chosen whether to accept the job. Outside of your move, all touch-points in the market are virtual, with no large team gatherings or meetings. The majority of our communication with customers and movers is digital, and we do not perform in-home consultations.

We are actively communicating with the workers on our platform to ensure they’re taking every precaution to remain healthy and safe. This includes

  • Practicing CDC recommended hand-washing techniques and other prevention methods

  • Providing gloves to all movers to avoid physical contact

  • Staying home if they’re showing any symptoms of illness (whether related to COVID-19 or not)

  • Cleaning and disinfecting the moving equipment used on each job

Additionally, we have set up a cross-functional, national response team here at Bellhops, where we will continue monitoring COVID-19 updates. All actions taken will be based on the advice of governments, public-health authorities, and medical professionals.

We’re asking customers to follow basic protocol related to social distancing. This includes

  • Maintaining a 4-foot to 6-foot distance from movers and drivers as they work

  • Refraining from any participation in the move

  • Requesting that movers wash their hands before participating in a move

  • Cleaning furniture that is being moved (before your movers arrive)

  • Disinfecting items that have been padded and wrapped once they’re unwrapped

  • Disposing of all packing materials once the move is complete

Yes. Please do. The technology we’ve developed to provide customers with flexibility under normal circumstances now allows us to waive all cancellation and rescheduling fees prior to the start of your services.
We kindly ask any customer who’s experiencing symptoms—whether related to COVID-19 or not—to either cancel their move or reschedule it to a date further in the future. We ask the same of any customer who has traveled to one of the areas on the State Department’s do not travel list in 2020.

If you believe someone on your team is exhibiting symptoms, please notify our Customer Care Team right away. Simply pause the move, ask your team to wait outside, and call our Care Team at 1 (888) 836-3939.

According to the CDC, COVID-19 symptoms do not include any of the following: runny nose, itchy nose, or sneezing. For up-to-date information on COVID-19, please visit the CDC site. If you have any questions, please feel free to reach out to our Customer Care Team at 1 (888) 836-3939.

If a worker or customer indicates they have been infected, Bellhops will cooperate with the relevant government agency to provide notification of individuals who may have been exposed.

In conclusion, we will continue to vigilantly monitor the situation and take actions as needed. We will update this FAQ regularly, but please feel free to reach out to us at 1 (888) 836-3939 with any questions. Since Day 1, we’ve been focused on creating a sense of trust and peace of mind. In a trying time like this, our commitment to this is even stronger. No matter what happens—we got you.

Before you book

We do our best to make every move happen. Open our booking page, and enter each location at which you need help. If we don't service one or more locations, you can book hourly services, like packing, loading, unloading, or driving services at the locations we do service. For long distance moves, submit your locations and we'll get in touch.

We provide a variety of packages, including a truck move option. If you reserve a move with a truck, we'll provide a driver and a set of tools on the truck. However, these moves will not be equipped with packing materials unless you also order those services.

To order packing supplies, visit our packing supplies page.

Bellhop can outfit your move with a driver and one or more trucks. The trucks we use are 26-feet long, have 1,600 square feet of storage, and require 14' of clearance.

The Build-Your-Own package empowers you to create the service offering that's best for you. When you enter your address and inventory, our experience from over 200,000 tells us which of our packages is the best fit for you. But if you notice you need something a little different than the recommended package, the Build-Your-Own service might do the trick.

With this package, you can increase or decrease the number of movers, trucks and drivers, and labor hours you reserve. Please note that reducing the number of movers can prolong the move and increase its cost, so make sure to book what you need. This package is billed using our prorated pricing model, so should your move run longer than the minimum two hours, you'll be billed, in prorated increments, only for the time you use.

In most cases, moving with the trucks on our platform—which we know are insured, maintained, and properly fueled—can be cheaper, more efficient, and provide more peace of mind. If you prefer to provide and drive your own moving truck, simply select our moving help services. You'll still get the mind-blowing customer service we're known for. Please note, your pros cannot drive or park your rented or personal truck.
Bellhop offers packing services in a select and growing list of cities. If you choose not to book packing services, your items will need to be packed and ready by the time your pros arrive on move day. To find out if we are able to pack in your city, visit our packing services page.
If your order contains hourly labor services, your team will not come equipped with tools. However, as long as you have the tools and instructions, they will be willing to help (though we cannot assemble or disassemble equipment like ellipticals, large items like bunk beds, or electronics). If you ordered a local or long-distance move, the pros will be equipped with a tool set and moving equipment, such as dollies and blankets. Your service will only include boxes if you order packing services. If you do need any boxes, you can purchase them here.
Bellhop can move most standard appliances but cannot install or uninstall them. For help, check out this video.
Items that weigh more than 300 pounds; items that exceed the clearance of hallways, stairways, or doorways; drugs or drug paraphernalia; perishable items; items prohibited by law; weapons, explosives, flammable liquids; anything that would otherwise put the safety of the crew, the truck, the customer, or the customer’s belongings at risk. If you are unsure whether your items fall into the categories above, please give us a call at 1-888-836-3939. Additional information, particularly about special items we can move, but cannot cover, can be found in Section 7 of our Terms of Service.

Booking and payment

Bellhop can schedule moves with as little as one day's notice. If you need to move today or tomorrow, contact us, and we’ll do our best to accommodate your last-minute needs. Book online or call 1 (888) 836-3939.
To adjust the number of team members or hours you’ve reserved, give us a call at 1-888-836-3939. To modify your payment method, log onto the customer dashboard or give us a call.
If your move falls under the prorated pricing process, your estimate has been calculated based on the amount of time you reserved. If your move is completed before your minimum is reached, then you will pay the minimum amount. Should your move extend beyond the minimum or beyond your estimate, you will pay for the amount of time your move requires, which is calculated in increments of one minute. This to-the-minute billing gives you the most flexibility, rather than charging you in large chunks of time you whose full duration you may not need. Finally, if you booked a local move, travel time between locations is considered billable during your move, so please be sure to consider that when scheduling.
We accept all major credit cards, digital payments through Apple Pay and Google Pay, so you don’t have to worry about having cash on move day. We do not accept cash or check as payment for the move cost, though you are welcome to tip in cash. You'll be charged a 5 percent deposit 24 hours after booking your move; once you have a chance to verify the hours worked after the move, you'll be charged the rest. Finally, you can add one discount code per order.
For local and long-distance moving, as well as packing services, you will be charged a 5 percent deposit 48 hours after booking and for the rest of the service cost after it has been completed.

The following applies to all local moves:

Should you need to cancel your service, you can do so free of charge in the first 48 hours after booking. This is when you’re charged a 5 percent deposit for your service. If you have to cancel after Bellhop collects this deposit, it will not be returned.

In the case that you need to reschedule your move after your deposit has been collected, a $25 fee will be charged, plus any difference between the price of the original and new bookings.

For customers who make a reservation fewer than 48 hours before their services are scheduled to be rendered, the deposit will be collected when their team is assembled.

Insurance FAQs

If you've purchased move insurance, you'll receive an email with policy and contact information. You can also review the policy in its entirety here.
Bellhop partnered with Reliance Partners LLC to make this available at your convenience. We're not selling insurance ourselves, but are connecting you with the provider. For that reason, you should direct questions about your policy to Reliance Partners (serviceteam@reliancepartners.com). Their support team is in the office during business days from 8 a.m. to 9 p.m. EST and typically responds within twenty four hours.
Any claim will be processed by Centerline. If you need to file a claim, or want to follow up on an existing claim, contact Centerline by phone (800-333-4444) or email (claims@centerlinepc.com). Centerline operates Monday through Friday from 8 a.m. to 5 p.m. EST. Be sure to have your confirmation number, the phone or email associated with the order, and photos of the damage on hand.
In most states, claims need to be filed within five business days from the end of your move.
Yes. You can add insurance to your move as late as the day before your move. To add it, please log onto your dashboard or call our customer care team.
Your claim is typically paid out five business days after you submit it. Centreline sends these payments via check.
Purchasing this insurance covers standard items and property. However, some speciality items are excluded from coverage. For full details, refer to the policy.

What to expect on move day

Your service team lead has your phone number and will contact you prior to the service. If you need to initiate contact, please do so by calling our customer care team at 1 (888) 836-3939.
For your safety, Bellhop prohibits customers from actively participating in the moving process. Our insurance prohibits us from allowing customers onto truck ramps, lift gates, or inside of the truck. Bellhop cannot be responsible for injuries or damages that occur because of, or on behalf of, a customer’s or non-customer’s actions.
To ensure that your pros are available for the duration of your move, booking adequate time is encouraged. If your move is priced using the prorated pricing model, the following policy applies: If your move runs long, you will pay for the amount of time your move requires, which is calculated in increments of one minute. If your move is priced as a flat-rate move, you'll only be charged the rate you agreed to at booking.
Some of our pros are allergic to certain pets, so regardless of whether your pets will be present on move day, we like to make the bellhops aware of this. Please let us know if you are a pet owner. We encourage you to find a pet-sitter for move day or reserve a closed room in the home where they can stay undisturbed.
We continually monitor weather conditions and respond when your move may be affected. In cases of severe weather, when other service providers pause operations, we talk with you to reschedule your move. When the inclement weather is less severe, we coordinate with you and your move team to judge the best course of action. Of course, the safety of you and your move team is most important; if you're concerned about weather on your move day, please call us at 1 (888) 836-3939.
Bellhop offers a limited reimbursement for items damaged during moving and transit, the policy for which is explained in Section 8 of our Terms of Service.

When your move is complete

The easiest way to tip your pros is online. After your move is complete, you’ll receive an e-mail with a link to review your charges, add tips, and rate your experience. Standard tipping amounts range from 5 percent to 20 percent of your total, per each helper. Note: If you are paying with Affirm financing, we cannot offer cashless tipping.
We strive to take care of you throughout every stage of your move. In the unfortunate event that something gets damaged or lost in the process, it is our policy to make sure we address the situation and resolve it in a fair and timely manner. If you believe Bellhop is responsible for damages or missing items, please contact our Customer Care team by e-mailing support@bellhop.com. Soon after, you will receive a link to our Damage Claim form and have 5 business days from the date of your move to file your claim. Please keep all damaged items until the claims process has been resolved.
If you are unable to file your claim within 5 business days of your move date, please contact quality@bellhop.com. The Claims team will review the situation and get back to you within 1 to 2 business days.
It typically takes 1 to 2 business days to review and process a claim once the form has been received. Every situation is different, however, and some claims might take longer to resolve. The Claims team will remain in contact with customers throughout the process and work diligently to resolve your issue in a timely manner. Please note that we cannot begin processing a claim until your balance with Bellhops has been paid. We will place a hold on your claim until the balance is paid, and then process the claim within 1 to 2 business days. Even if you have an outstanding balance with Bellhops, you are still required to submit your Claim form within 5 business days from the date of your move.
Customers who book Bellhop for help loading a shared trailer or storage container are required to submit a completed Bellhop Claim Form within 5 business days of their move. Bellhop will only assume liability for damages to eligible items when the damages occur during the loading process (before the door closes on the shared trailer or storage container). Bellhop will not be liable for any damages that occur during transit.
We resolve claims in accordance with Section 8 of our Terms of Service, which is where you can find the Bellhops Damage Protection Policy. Under the policy, you may be eligible to recover from damages to your personal property at a rate of sixty (60) cents per pound ($.60/lb.), per item damaged, up to a maximum total claim for all eligible items of $1,000 per order for labor-only services or $2,000 per order for labor-and-truck services. For example, if a 100-pound dresser, valued at $300, is damaged during a move, you may be eligible to recover a total of $60 (100 pounds multiplied by 60 cents). For more information about our Damage Protection Policy, including any exclusions or limitations, please refer to Section 8 of our Terms of Service.

Groupon FAQs

We currently offer a $200 value for $150.
You're welcome to use this offering for any moving package. However, the $200 for $150 Groupon is made especially for the Complete Home Move package.
There is no minimum purchase required. We accept the Groupon voucher code on any move length, but cannot refund your Groupon purchase if your final move cost falls below $200.