Frequently Asked Questions

Q. How should I begin to plan for a move?

A. It is a good idea to arrange for a pre-move survey well in advance of your anticipated moving date. There are many details to be attended to relating to a move so the earlier you start, the easier it will be.

Q. Who can help me?

A. Your L.H. Chapple Moving Consultant will assist you with planning the details of your move including a comprehensive pre-move orientation about each step of the moving process, identifying your individual requirements and answering all of your questions. Be sure to show the moving consultant everything that is to be moved including items in storage sheds, attics etc. If you have items stored at another location, it is best to arrange to have the consultant view these items, if this is not possible, then make a detailed list.

Q. What is involved in a pre-move survey?

A. A pre-move survey is an in-home interview between the moving consultant and the customer who is moving. Your Atlas representative will schedule a visit to your home at your convenience to determine the requirements of your move. It is important that you be there to personally discuss the move process. You should allow at least one hour (or more) to complete the in-home survey. The interview and survey has several purposes:

  • Estimate the weight of your shipment
  • Estimate your packing requirements identify special
  • Service needs, such as appliance servicing, crating, shuttle service etc.
  • Determine logistics — i.e. access to residence, elevators, stairs, etc.
  • Review your responsibilities, explain the moving process, step by step, discuss your individual needs and concerns
  • Offers suggestions and options that will meet those needs and still remain within your budget

Q. How are moving charges calculated for a long distance move?

A. Your charges for a long distance move are predicated on the weight of your household goods and the distance you are moving. Based on this data, your moving consultant can determine the per hundred- weight charge for your shipment from their published tariff schedule of rates. The per hundredweight charge is multiplied against the weight of your shipment to calculate your linehaul transportation charges.

In addition to this, there may be a city or other service/surcharge which is also calculated on a per hundredweight basis. Packing charges which include the cost of the materials, the labor to pack the cartons and unpacking at destination are charged either on a per unit basis depending on the type and size of carton or on a per hundredweight basis. Other charges that may effect the cost of your move are specialty services such as crating, appliance servicing, automobile transport, pets or plant transport, replacement cost protection premiums etc.

Q. What is transit / cargo protection and is there a cost for it?

A. Included in the cost of your move is a basic mover's standard liability which is limited to 60 cents per pound per article. Generally most customers do not feel that this affords them sufficient protection in the event of loss or damage especially in a situation of total loss by fire. Therefore, L.H. Chapple offers a Full Replacement Protection plan with a reasonable premium cost that can be customized to meet your individual requirements. At a minimum, this plan provides for coverage of $5.00 per lb. times the weight of your shipment, however, you can declare a higher value based on your personal circumstances.

Rarely will your homeowner's policy cover your possessions while they are in transit therefore it is always wise to consider purchasing the mover's full replacement coverage. You can ask your insurance broker for some guidance as to the value you should place on your goods. A rule of thumb in today's market is in the range of $8.00 - $9.00 per lb. However, this amount may be higher depending on the value of your furnishings and other possessions.

Items of exceptional value should be declared separately. It is a good idea to have a current, written appraisal done in advance of the move since it will be necessary to substantiate the value should you make a claim for loss/damage.

A separate declaration should also be made for any motorized vehicles that are being transported. Remember that protection coverage on automobiles, snowmobiles, boats, motorcycles etc. is limited to the current market values (depreciated) at origin on date of shipment. As a guideline, movers generally refer to the Canadian Used Car Valuation book or similar publications to assign a value in case of loss or damage.

Q. How can I keep my moving costs in line?

A. The best way to reduce moving costs is to start thinking about disposing of items you do not need or do not want to take to your new location. By doing so, you can reduce the weight of your shipment, thus you can reduce the cost. Have a garage sale or give items away. If most cases, you can receive a tax receipt for items donated to a charity such as the Salvation Army. If you are on a very tight budget, you should consider packing your own non-breakables such as books, linens etc. It is always a good idea to have the moving company pack your china, crystal and other breakables in order to ensure they arrive in perfect condition.

Q. Are there any items that cannot be moved?

A. There are several items that cannot be moved in our vans for safety reasons. Your moving consultant can provide you with a more comprehensive list but in general they fall into the following categories: Aerosols, Flammables, Cleaning Agents, Combustibles, Perishables, Plants, Ammunition, Paints.

Some other items are not covered under a mover's transit protection (cargo protection/ valuation) and thus you cannot claim for loss or damage of such items. You should plan to take these items with you: Jewelry, Coin or Stamp Collections, Stock Certificates, Rare Items, Currency, Important Documents.

Don't forget to take items you will need with you such as airline tickets, papers for school enrollment, home closings etc. We suggest you set aside a special carton for these items and mark it “Do Not Load”.

Q. What about my appliances?

A. Some items like washers, dryers, refrigerators with ice makers, grandfather clocks and pool tables need special servicing before they can be moved. Your moving consultant can make these arrangements for you.

 Q. Do movers disassemble beds?

A. Yes, the movers will disassemble beds and bed frames with the exception of waterbeds (these require special servicing). They will also disassemble any other items that need to be taken apart for safe transportation. The mover will reassemble these items at destination. Items you disassemble at origin will be your responsibility to reassemble at destination. Movers/packers will not remove items that are affixed to walls or ceilings (i.e. drapery tracks) due to the possibility of property damage.

Q. Is there anything I should know if my shipment is going into storage?

A. Keep the following in mind:

  • If possible do not put items in storage that you may need to access. Your goods will be stored in palletized storage vaults in an Atlas agent's warehouse. Your goods will not be readily accessible to you. If you do need to access your storage vaults, then you will be charged a fee for warehouse labour. If you do your own packing, please remember that all storage items must be packed in a carton. Empty all contests of dressers, chests and drawers before your move into storage.
  • Make sure that items that are to be delivered to your temporary residence are clearly marked and are segregated from those that are going into storage.
  • If you move a car you must pick it up when your household goods are delivered to storage (unless other arrangements have been made). Please note that mover's are not permitted to store automobiles inside their warehouses (for safety reasons) so, if you require auto storage, discuss it with your moving consultant in advance of your move. Commercial garages are available in most major centers to accommodate this need. Do not pack items in your car that we are shipping.

Q. How will my furniture be protected against soiling during transit?

L.H. Chapple has a firm policy regarding the proper wrapping of furniture items for transit. Each item will be carefully wrapped in a clean, moving pad. Light colored, upholstered furniture will be shrink-wrapped in plastic for extra protection. Mattresses and box springs will be placed either in plastic bags or specially designed cartons.

Q. How is a delivery schedule established?

A. Generally, with long distance moving, there is more than one shipment on a trailer since each trailer can hold between 25,000 — 30,000 lb. (depending on size of trailer) therefore your moving consultant will establish a delivery spread for you. The spread is based on the weight of your shipment and the mileage from origin to destination. Spread dates are needed for scheduling and efficiency purposes. The mover is responsible for communicating the time frame or “spread” for delivery. It is your responsibility to be available during the entire delivery spread period. Your driver will contact you 24 hours before your household shipment arrives at destination~therefore it is important for you to provide a number where you can be contacted (i.e. work, hotel, friend or family member). If you cannot be located, it may be necessary to place your shipment into storage at the nearest Atlas agent's warehouse thus incurring additional charges. Your moving consultant will provide you with a contact number for your Atlas agent at destination. If your contact number changes, be sure to report this information to your destination agent so they can relay it to your driver.

Q. Will the mover unpack the cartons at the destination?

A. Unpacking is defined as the removal of household goods from cartons that the mover has packed at origin. Either an unpacker from your destination agent's office (or your driver in some instances) will place these items on a flat, visible surface such as a table or countertop. The unpacker will take away the debris and remove the empty boxes. Cartons packed by the customer will not be unpacked.

Unpacking does not include putting dishes in cupboards, books on bookshelves or hanging clothes in closets. These services fall under the definition of maid service and can be arranged at an additional cost.

Q. Where can I get more in-depth information about moving?

A. Your L.H. Chapple Moving Consultant will be happy to answer all of your questions and to provide you with a copy of a number of helpful booklets on moving related topics including”

  • Holding a Garage Sale
  • How to Get Children Involved in a Move
  • Moving Your Pets
  • Transit Protection
  • Packing Guide
  • Moving to the United States
  • Moving to Canada
  • Atlas Puts Families First (A general guide to moving)