Booking Policies and Damage Claims

How booking works

You start with a written estimate. When you accept it, we hold your date with a deposit and confirm the crew, the truck and the arrival window in writing. Nothing about your price changes because a quote was taken over the phone rather than in person.

If your move is billed hourly, the clock starts when the crew arrives at the origin and stops when the last item is placed at the destination, which is why access and parking matter so much on the day.

Deposit

The deposit amount, how it is applied to the final bill, and the payment methods we accept for it are written on your estimate. Ask us for the current terms before you pay anything.

Cancellation and rescheduling

Cancellation and rescheduling terms, applicable fees, and deposit handling are stated on your written estimate. Contact us as early as possible if your plans change.

Payment methods

Cash is the lower rate. Debit and card are charged at the same rate as each other, which is higher than cash because of processing costs. The current numbers are on the moving rates page, and the rate you are charged is the one written on your estimate.

What your written estimate includes

• The hourly rate or flat price, and the minimum hours that apply.
• The one-time truck fee, shown as its own line so it is never a surprise.
• What is included in the hourly rate, such as blankets, stretch wrap, dollies and basic disassembly.
• Anything you asked us to add, such as packing materials, a shuttle, or extra stops.
• The date, the arrival window and the address on file.

Filing a damage claim

If something is damaged, report it early and in writing. Here is the sequence we follow:

1. Note the damage on the paperwork before the crew leaves, or photograph it the same day and email us.
2. Email sales@shipshapemoving.com with your move date, the item, and the photos.
3. We acknowledge the claim and confirm the liability level on your estimate.
4. An inspection or repair estimate follows, then a repair, replacement or settlement decision.
5. You get the outcome in writing, with the reasoning, so there is nothing to chase.

The exact claim window and the remedies available depend on the liability option you selected at booking.

Questions

Most of the remaining questions, including what we cannot move and how we protect floors and doorways, are answered on the FAQ page. If yours is not there, contact us and we will answer it directly.