COVID-19 update: As an essential service putting safety first, all of our movers wear masks on every move.
Questions about 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.
Will service be interrupted?
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.
How are you keeping your movers safe?
What precautions are your teams taking to prevent the spread of the virus?
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.
Are there any precautions I should take during my move?
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
Can I reschedule or cancel my move if I am feeling ill?
Should I reschedule or cancel my move even if I don’t feel ill?
What if I suspect one of the movers is ill when they arrive for my move?
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.
What will you do if a worker or customer indicates that they were infected?
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.
What if one of my locations is outside of your service area?
Do you provide trucks, moving equipment, and packing supplies?
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.
What size are your trucks?
What is the Build-Your-Own package?
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 amount of movers, truck 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 minium two hours, you'll be billed, in prorated increments, only for the time you use.
What if I rent or own my own truck?
Can my pros pack for me?
Will my pros assemble and disassemble furniture if needed?
Can you install or uninstall my appliances?
Is there anything you can't move?
How much notice does Bellhop need to schedule a move?
How can I modify my order?
How does "pay as you go" work?
What type of payment do you accept?
When do I pay for my move?
Can I cancel or reschedule?
The following applies to all local moves: Should you need to cancel your service, you can do so free of charge in the first 24 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 24 hours before their services are scheduled to be rendered, the deposit will be collected when their team is assembled.
Can I call my movers directly on move day?
Can I help on move day?
What if my move runs longer than expected?
What about pets on move day?
What happens in the case of inclement weather on my move day?
What happens if my item is damaged during a move?
How do I tip and what’s a standard amount?
What do I do if something was damaged during my move?
What if I am unable to file my claim within five business days of my move?
How long will it take to process my claim?
What if my damaged items were in a shared trailer or storage container?
How are settlements determined?