COVID-19 Update: We are continually monitoring news related to COVID-19. To see how your move may be affected CLICK HERE or call 888-836-3939.

FAQ

Ask Us Anything

Below are the most common questions we receive. If there is anything else you would like to know about, feel free to call us at 1 (888) 836-3939.

COVID-19 and your 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?

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.

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?

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.

Should I reschedule or cancel my move even if I don’t feel ill?

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.

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.

Before you book

Is Bellhops insured?

Yes, absolutely. We carry general commercial liability insurance as well as other relevant policies related to our business. You can download and view our certificate of insurance. Bellhops also 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 and on our Claims page. At the moment, Bellhops does not offer full-valuation coverage to customers.

What services do you offer?

We can arrange a local or long-distance move tailored to your specific needs. Or you can book bellhops by the hour to load or unload a truck you’ve rented—or help with at-home projects such as moving porch furniture, re-organizing your garage, or setting up in preparation for a party or wedding. Visit our Services page to learn more.

Can you perform long-distance moves?

Yes. If you are moving from one city we service to another city we service, Bellhops can build a personalized moving plan to fit your needs and schedule. For help booking a long-distance move, give us a call at 1 (888) 836-3939.

What if one of my locations is outside of your service area?

If we only service one of the areas you’re moving to or from, you can elect to book labor-only services to have bellhops load or unload your belongings at a single location.

What’s the biggest move you can handle?

We can accommodate moves of all sizes. For homes that are larger than four bedrooms, we ask that you book your reservation over the phone.

Do you provide trucks and moving equipment?

Each truck on our platform contains standard equipment such as dollies and moving blankets, but additional packing supplies—such as plastic wrap, furniture pads, Bubble Wrap, boxes, mattress bags, and floor coverings—must be supplied by the customer. For labor-only moves, all equipment and packing supplies must be provided by the customer.

What size are your trucks?

Bellhops can outfit your move with a professional driver and one or more 26-foot truck, depending on the size of your home. Other sizes can also be arranged, if necessary.

What if I rent or own my own truck?

In most cases, moving with the truck we provide can be cheaper and more efficient for your move. If you prefer to provide and drive your own moving truck, simply select our labor-only services. You'll still get the mind-blowing customer service we're known for. Please note, your bellhops cannot drive or park your rented or personal truck.

Can my bellhops pack for me?

Bellhops does not offer packing services. Your items will need to be packed and ready by the time your bellhops arrive on move day.

Will my bellhops assemble and disassemble furniture if needed?

Bellhops will not have the tools to disassemble furniture, but as long as you have the tools and instructions, they will be willing to help.

Can you install or uninstall my appliances?

Bellhops can move most standard appliances but cannot install or uninstall them. For help, check out this video.

Is there anything you can’t move?

There are a few things. 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, or anything that would otherwise put the safety of the bellhops, 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 can be found in Section 7 of our Terms of Service.

Booking and payment

How much notice does Bellhops need to schedule a move?

The moving-industry standard for minimum notice is five days, but if we have availability, Bellhops 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.

How can I estimate the amount of bellhops and time I will need for my move?

Our online booking process will start you off with a recommended labor calculation based on the size of your property and your location. However, we understand that every move is different, which is why you have the ability to make adjustments. To ensure that your bellhops are available for the duration of your move, booking an adequate amount of time is encouraged. For help estimating your move, give us a call at 1 (888) 836-3939.

Will I pay for the travel time between locations?

Travel time between locations is considered billable during your move, so please be sure to consider that when scheduling.

Can I adjust my move duration or number of bellhops after I’ve made my reservation?

Yes. To adjust the number of bellhops or hours you’ve reserved, give us a call at 1 (888) 836-3939.

What if I overestimate the amount of labor I need?

Our pay-as-you-go structure enables you to build a moving plan without having to worry about overbooking. If your move extends beyond the minimum, then you will only pay for the time it requires, which we calculate in 15-minute increments based on your hourly rate.

How does “pay as you go” work?

Your estimate will be calculated based on the amount of time you reserve. If your move gets completed earlier than the minimum, then you will only pay the minimum amount. Should your move extend beyond the minimum, then you will only pay for the duration your move requires, which we calculate in 15-minute increments based on your hourly rate.

What if I’m only moving part of my house?

For a more accurate estimate, select the number of bedrooms closest to the amount you’re moving.

What type of payment do you accept?

We accept all major credit cards, so you don’t have to worry about having cash on move day. Prior to your move, you will see a pre-authorization on your card in the amount of your estimate, to verify that the adequate funds are available. Although this will put a hold on those funds, you will not be charged until your move has been completed and you’ve had a chance to verify the hours.

How do I take advantage of a discount code?

When making a reservation online, you can enter your coupon code on the checkout screen right before you place your reservation. We are only able to honor one discount per order.

What if I need to cancel my move?

You can cancel your reservation for free provided you cancel at least two days prior to your move. This means if your move is on a Wednesday, you must cancel by the close of business (8 p.m. ET) on Monday. For reservations canceled on the day of your move or the day before your move, you will be charged for one hour of service based on the rate you reserved.

What if I need to reschedule my move?

You may reschedule your move at any time. Reservations rescheduled fewer than two days before your move date will incur a flat fee of $30. If you need to reschedule on the day of or day before your move, we’ll do everything we can to make it happen but can't guarantee we’ll have the resources available. In the event that your move cannot be performed, you will be charged a cancellation fee based on the rate you reserved.

When do I pay for my move?

Prior to your move, you will see a pre-authorization on your card to verify that the adequate funds are available. Although this will put a hold on those funds, you will not be charged until your move has been completed and you’ve had a chance to verify the hours.

What to expect on move day

So how exactly does move day work?

The moment you book a moving service, we get to work matching you with a team of hardworking bellhops. Prior to your move, you’ll receive an e-mail that introduces your bellhops. On the big day, your Lead bellhop will call to let you know your team is on the way. Each bellhop will arrive in his/her personal vehicle. If you have selected services that include a truck, a professional driver will be included. He/she does not count as one of the bellhops and will not participate in the loading or unloading process. Once your team has arrived, they’ll conduct a brief walk-through, take note of any special instructions you may have, and then get to work.

Can I call my bellhops directly on move day?

Your Lead bellhop has your phone number and will contact you directly on move day. If you need to initiate contact, please do so by calling 1 (888) 836-3939.

Who drives the truck? Does he/she count as one of the bellhops I reserved?

Because handling moving trucks is a specialized skill, we work with drivers whose sole job is to transport your belongings safely from one location to the next. These professionals will not assist in moving, loading, or unloading your items.

Can I help on move day?

For your safety, Bellhops 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. Bellhops cannot be responsible for injuries or damages that occur to, or on behalf of, a customer’s or non-customer’s actions.

What if my move runs longer than expected?

To ensure that your bellhops are available for the duration of your move, booking adequate time is encouraged. If your move runs long, you’ll continue to be charged in 15-minute increments based on the hourly rate provided in your estimate.

What about pets on move day?

Some of our bellhops 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. We encourage you to find a pet-sitter for move day or reserve a closed room in the home where they can stay undisturbed.

When your move is complete

How do I tip and what’s a standard amount?

The easiest way to tip your bellhops 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 bellhop.

What do I do if something was damaged during my move?

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 Bellhops is responsible for damages or missing items, please contact our Customer Care team by e-mailing support@getbellhops.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.