Frequently Asked Questions on Our Policies

1. What is travel time?
Customers are responsible for paying travel time to and from the job. Mercury Moving bills the start time from the nearest hub. However, there is a minimum of a half hour each way for a total of one-hour minimum travel time. (Travel time is an industry-standard.)

2. What is the minimum time for a job?
There is a four-hour minimum for a job, which includes three hours of labor and one hour of travel time.

3. How is the time on the bill calculated?
Time on the bill is rounded up to the nearest quarter hour. Unless your move is traveling interstate, in which case charges are weight-based.

4. What should I expect if I am scheduled for an afternoon move?
The arrival time for the afternoon jobs have a larger window. The caveat with booking an afternoon job is that the arrival time is contingent upon completion of the first job. Sometimes there are circumstances out of our control that push back the start time. However, the Mercury Moving crew will stay in contact with you to alert you to any potential delays.

5. What if something is damaged during my move?
Mercury Moving is only liable to pay 60 cents per pound for damaged items. Mercury Moving offers supplemental valuation. To read more about the types of valuation we offer, please click the following link.

6. What is Valuation?
For explanation purposes, valuation is like “insurance.” However, this is not a correct legal definition, as it is technically carrier’s legal liability. MOVERS DO NOT OFFER INSURANCE. This is an agreement between the mover and the customer. Options A, B, and C are valuation options. These options are detailed on our Valuation web page and on the Bill of Lading (contract.) Not all items are covered. We recommend calling your insurance agent, as sometimes rental or homeowners’ insurance policies are sufficient.

7. What is certificate Valuation?
A customer purchases certificate Valuation through an insurance company. When storing items at Mercury Moving’s warehouse, certificate Valuation is the most comprehensive.

8. What items are not covered by damage and/or certificate Valuation?
Items packed by the customer or not properly disassembled and packed are not covered. Furniture made of particleboard, also known as pressed board or glue board, internal electronics, glass, ready-to-assemble furniture etc., are not covered, unless packed and disassembled by Mercury Moving. (Valuation never covers damage to internal electronics, circuit boards, etc.)

9. Why is the actual cost of the move lower/higher than the estimated cost?
Mercury Moving always aims to estimate moving costs accurately. However, estimates are non-binding, meaning the actual cost of the move can vary from the estimate depending on factors such as, but not limited to misrepresentation of items by the customer, changing the move date to a day that incurs a higher rate, unexpected packing and disassembly/assembly, traffic, parking hindrances (i.e., having to park further from the load/unload), inclement weather, and impediments to loading facilities (i.e., elevators, loading docs, etc.). While there is always potential for unforeseen factors such as a broken elevator, ensuring that all preparation is completed as indicated during the initial estimate request helps to keep the actual cost as close to the estimate as possible. Also, please let the movers know ahead of time if any of the pieces of furniture were difficult to move into the current residence. If you are traveling interstate and the shipment weighs more than the estimated weight, this too could change the actual cost. Other factors that could affect the cost of an interstate move would be if there is unforeseen packing, hoisting, or a shuttle requirement.

10. Why am I making a deposit?
Moving dates, especially during peak times, book quickly. To reserve your specific move date, Mercury Moving requires a deposit of one hour of the agreed rate. The deposit is then credited toward the final bill.

11. What if I cancel my move?
If you cancel your move within seven days of the scheduled date you will lose your deposit. If you need to cancel, please do so a week (eight days) before your move so that we can book another customer and refund your deposit.

12. What does “no packing” mean? (If I indicated there will be no packing, what will the movers expect when they arrive?)
No packing means that all loose items (pictures, lamps, etc.) will be boxed and ready for the movers to load into the truck. This includes table glass, marble tops, and artwork. Tall lamps or awkward items should be disassembled and put into boxes. Computer components and electronics should also be packed in cartons. All boxes and cartons must be properly sealed and reinforced. We cannot load lose items on the truck as they can be damaged and damage other items. If there are loose items that need to be packed, this will affect the actual cost as compared to the estimated cost.

13. What will the movers not move?
Movers cannot move any hazardous material, including cleaners and alcohol. You should empty gas and propane from grills, lawnmowers, etc. Please call the office for a complete list.

14. How do I pack?
ALL LOOSE ITEMS MUST BE BOXED IN ORDER TO BE LOADED ONTO THE TRUCK. Wrap all breakable items with paper and pack into a box. Reinforce boxes with tape. Do not use any type of trash/shopping bag to pack items. We estimate the truck size based on items packed in boxes - trash bags are not and efficient use of space on the truck. Items packed in bags are easily damaged in transit. Remove all lampshades and carefully wrap and put into boxes. If the dresser is sturdy and small to medium, you may leave your clothes in the drawers, or items that are light and non–breakable. Heavy items or items that could be damaged should be removed and packed properly in a box. Unpack the contents in antique, delicate, and medium to large dressers. If you have further questions on how to pack properly, please call the office. You can also review Mercury Moving’s Packing Tips.

15. Where can I get moving supplies?
Customers can purchase moving supplies from Mercury Moving, which Mercury Moving will deliver for free. On the day of the move, customers incur costs for all moving materials unless stated otherwise in the estimate; this includes all sizes of boxes, wardrobes, mattress bags, crates, containers, tape, wrapping paper, and plastic wrap. (Wardrobe boxes can be rented on move day.) Click here to order moving supplies <<hyperlink>>

16. What is the Bill of Lading?
The Bill of Lading serves as a contract between you (the customer) and Mercury Moving. It is important that you read and understand both the front and back of this document before you sign it. Mercury Moving operates as though customers have read the conditions and terms on the back of the Bill of Lading. This document is very important as it details the rights and liabilities of the shipper (customer) and the carrier (mover).

17. What is COD?
COD (Cash on Delivery) means that you are required to make payment at the delivery, via certified check, credit card, and/or cash. Your items are the mover’s legal lien and they have right to keep the goods until payment is made. Customers should always expect to pay for the services on the day of the move unless an agreement has been made beforehand. If paying with a certified check, make the check in the amount of the estimate. If the actual cost is less than the estimate, Mercury Moving will refund the amount overpaid on the spot if necessary. If the actual cost is higher you may pay the difference via credit card or cash.
18. What can the movers disconnect?
For liability purposes, movers cannot disconnect or reconnect waterlines, washer and dryer hoses, appliances powered by natural gas or propane (gas stove, gas dryer, etc.)

19. Why do the rates change during the month?
Mercury Moving’s rates vary depending on the demand. Typically, the last few days of the month and the first day of the month are the busiest, while the mid-month days are slower. In addition, moving tends to be seasonal, with most of the moves occurring in the late spring and summer. Mercury Moving offers an incentive for people to move during the slower times by charging reduced rates. Mercury Moving has four different levels of rates, all of which are posted in our tariff. Reduced rates are offered as an incentive for people to move during the slower times. Regular rates apply throughout the summer and during the last few days, first day, and Saturdays in the off-season times. Sunday and peak rates apply to the busiest days of the summer, and obviously to Sundays. Holidays and nights is the last rate category; these are our highest rates on file.

20. What is a Hoisting Fee?
Hoisting is a service that Mercury Moving provides when furniture will not fit through a door and/or stairwell. For a fee of $75.00 per location, our movers expertly hoist the piece of furniture into an appropriate window. We can even remove the window frame if necessary. (Some windows might require a light amount of carpentry, which incurs time-related costs.) The $75.00 fee is in addition to the hourly rate that it takes to hoist the piece of furniture. It is very important to let the movers know prior to the move if anything needs to be hoisted, as this service requires special equipment. If we have to come back another day, you will be charged the four hour minimum to perform the service. You might require hoisting if any of the furniture needed to be hoisted into your current residence, if you have large bulky furniture, and/or if the doors, hallways, and stairwells are narrow or have tight corners at the destination.

21. What is the warehouse-handling fee?
The warehouse-handling fee is the labor charge to unload the items into the storage vaults. This is equal to the monthly storage charge. Expect to pay this fee when your belongings enter and exit our warehouse.

22. What is the Warehouse Access fee?
Mercury Moving provides vault storage. At 5 ft. X 7 ft X 7 ½ ft, vault storage is an efficient use of storage space. One vault can store up to 2000 lbs of items, or essentially one room. This allows people to configure the storage space to their needs, rather than having to rent an entire room. However, it is not as convenient as self-storage, as it requires scheduled labor to access the goods. With self-storage, customers can enter the facility and access the storage room at anytime. With vault storage, customer’s need to schedule time, as it requires access via a fork lift. The access fee is equal to one month of storage.