Full-service household goods move – Contact your salesperson or move coordinator at the agency that booked your move.
In those cases where a delay in the loading or delivery of your shipment occurs, you may be eligible to receive a reimbursement of $100 per day. If we are moving your automobile under our household goods tariff and a delay occures, the rental reimbursement is $30 per day.
While additional restrictions may apply, we offer these general guidelines:
- On delays at origin, compensation begins at 5 p.m. on the last day of the load spread as stated on the Bill of Lading, and ends the morning of the actual load date.
- On delays at delivery, compensation begins at 5 p.m. on the last day of the delivery spread as stated on the Bill of Lading and ends the morning of the delivery date.
- You must request this compensation in writing within 30 days of the date your delivery occurs. If the delay involves an automobile, you must also submit a detailed receipt from a commercial car rental company.
- Your shipment must weigh, or be rated at, a minimum of 3,500 pounds. This weight requirement does not apply on full-service container moves or automobiles.
- Your shipment must load and/or deliver in part or in whole direct from or to your residence.
- Compensation does not apply when an entire shipment loads from or delivers to a storage facility of any kind.
- Compensation does not apply on any overflow (it didn't fit with the rest of the shipment and was transported separately) portion of a shipment.
- Delay compensation may not apply on delays that are the result of circumstances beyond the carrier’s control such as, but not limited to, weather, mechanical breakdown, strikes, lockouts, Acts of God, governmental action, etc.
- Compensation is capped at the adjusted transportation charge.
Commercial special products shipments: Contact the agent that booked your shipment regarding the delay. Your shipment could be eligible for a 25 percent service guarantee refund of the billable linehaul charges.
International shipments: Contact our International customer service department at 800-325-3924.