Frequently Asked Moving Questions: Preparing to Move

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As you prepare for your move, you probably have a lot on your mind. To help you minimize your stress at this hectic time, we've put together a list of frequently asked questions about moving, along with their answers.

• How does the moving process work?

  • For an explanation of the moving process with a van line we have prepared a short video that we would be happy to provide to you. It explains the entire move process in simple and straightforward way without a lot of industry jargon or acronyms. This is available on either dvd or vhs format and is free and yours to keep.

• Who can I call if I have questions while my belongings are being shipped?

  • Throughout your move, your primary contact is the moving counselor who helped plan your move. Your moving counselor should have given you the name and telephone number of the North American Van Lines agent near your new home to contact upon your arrival there, but, at any time during your move you can always contact Capitol at 702-457-5353 or 800-343-5333 or leave us an e-mail at Info@Capitolnorthamerican.com

• What is a "load spread"?

  • When your move is first booked, it is difficult to estimate exactly when the driver will arrive at your home. We will give you a range of 1-4 days during which the driver will arrive. You will receive notification one day in advance of the day that the driver will arrive at your home to load your belongings.

• Is there anything i should keep with me and not load on the truck?

  • Be sure to carry enough clothing, medications, toiletries, etc. To last from the load date until the last day of the delivery spread. We do suggest that you keep small valuables such as jewelry and family photographs and videos with you during the move.

• Can I transport my car?

  • We can handle the transport your automobile along with the rest of your belongings. Please consult your moving counselor for more information.

• When will my belongings be delivered?

  • Before your belongings are loaded on the truck, you and your moving counselor should have agreed on a delivery spread of 1-4 days based on shipment size, distance to destination and time of year. You will receive notification of delivery two days prior to delivery. You, or someone you have designated on your North American Van Lines paperwork to take your place, must be present to accept delivery and pay all charges. In the event that no one is available, your shipment could be placed in storage at an additional charge. Be sure that you give your moving counselor telephone numbers where you can be reached throughout the move.

• Once i get to my new home, whom can i contact in the local area? Who do i call for unpacking services?

  • Your moving counselor will provide you with the name of the North American agent who has been assigned as your "destination agent". You should have the name of the agency and their phone number. You can also contact Capitol North American at 800-343-5333 or leave us an e-mail at Info@Capitolnorthamerican.com and we will arrange for the services you need.

• Can i pack anything in the drawers of my dresser or desk?

  • All loose items must be packed in boxes to prevent damage during transport. Non-fragile, lightweight items such as clothing and linens can be left in dresser drawers.

• What should i do to prepare to move my waterbed?

  • Waterbeds need to be drained completely. Fiber-filled waterbeds need to be professionally vacuum-drained in advance of your move date. Your moving counselor can refer you to a professional to perform these services or we can arrange them for you.

• Should anything be done to my appliances to prepare them for the move?

  • Appliances such as washers, dryers and refrigerators must be disconnected, and the washer must have a stabilizer installed. Again, your moving counselor can refer you to an appropriate professional to perform these services or we can arrange them for you.

• When is the best time to move?

  • If there is a choice, most moving companies suggest you select a time other than summer, the end of the month or the end-of-year holidays. The heaviest demands are placed on vans, equipment and personnel during these periods.

    Capitol North American believes you should move when it is most convenient for you. Factors involved in the decision may include:
    Whether the move must be made immediately
    Transferring children during the school term
    Separation of the family while the move is under way
    If the move can be scheduled for a time when vans and trained personnel are more readily available, we'll be better able to meet your preferred delivery schedule.

• How will Capitol North American protect my upholstered furniture?

  • Because we care about your upholstered furniture, Capitol North American uses a special product called stretch-wrap. It is a heavy, clear plastic wrap that protects your furniture from being soiled.

• How long does it take to move?

  • This depends on many factors, such as the time of year, weather conditions, size of your shipment, time required to load and unload, and the direction and distance your shipment is traveling. Because the furnishings of the average household will not fill a van, it is often necessary for two or more shipments to be loaded on the same van. Each shipment is carefully sectioned off from the others.

    With the help of Capitol North American's computer-assisted dispatching system, pickup and delivery dates are scheduled according to the origins and destinations of individual shipments on the van, as well as shipment weight.

• When should i call a moving company?

  • The earlier, the better. Although the actual van assignment may not be made until a few days before your move, it's wise to give your moving company from four to six weeks' notice, if possible. The more lead-time you can give, the more likely we will be able to meet your delivery schedule.

    All moving companies, for their usual type of service, require alternate pickup and delivery dates. we'll do our best, of course, to comply with the dates you prefer or the nearest possible alternative. You will be notified in advance of the loading date for your goods and of the estimated date of arrival. You should discuss your specific pickup and delivery requirements with your Capitol North American representative, who can advise you of the types and costs of services available.

• Is a moving company "licensed"?

  • A reputable one is. For example, Capitol North American is licensed and has the authority to move household goods both locally in the Las Vegas area, between locations within Nevada, and through our affiliation with North American Van Lines, between any of The 50 States as well as to any international destination. And we have been for 45 years.

• Do i need an estimate?

  • Absolutely you need an estimate before you move! Capitol North American will make a pre-move survey of your household goods to be transported, and will do so free of charge or obligation. A pre-move survey is needed to determine the approximate cost of a move and the amount of van space your goods will occupy. Capitol North American will compute the approximate cost and give you a written estimate/order for service. An accurate estimate cannot be given without a visual survey of the goods to be moved.

• What is a binding estimate?

  • A binding estimate or binding cost of service specifies in advance the precise cost of the move based on the services requested or deemed necessary at the time of the estimate. If additional services are requested or required at either origin or destination (such as a shuttle or long carry), the total cost will increase. Binding estimates are valid for the time period specified, up to 60 days.

    If you add items to be moved or require additional services, such as packing, between the time of the estimate and the time of your move, there will be additional charges. An addendum providing for these additional charges will be prepared for your signature.

• How and when should i pay?

  • Tariff provisions require that all charges be paid before your shipment is unloaded at destination (unless prior arrangements have been made for later billing).

    Payment for yourshipment can be made by one of the following methods: cash, traveler's check, money order or cashier's check. In addition, the American Express�; Card, Discover� Card, Visa�; or Mastercard�; can be used to pay for interstate moves only, with advance approval required prior to loading (unless other billing arrangements have been made). Personal checks are not accepted for interstate moves but will be accepted for local moves (within the Las Vegas area) if drawn on a local bank. we will also accept Discover� Card, Visa�; or Mastercard� for local moves.

• Am i protected against loss or damage while my goods are in transit?

  • Yes, but how much protection you have and its cost to you depends upon the "valuation" program you choose. The option you choose determines the basis upon which any claim will be adjusted and the maximum liability of the moving company.

• Can my possessions be stored temporarily?

  • If you are unable to take immediate possession of your new residence, your belongings can be stored in a local Capitol warehouse, and our North American Van Lines affiliates throughout the world provide safe storage facilities for holding your goods until you're ready for them. However, you are responsible for the storage charges, as well as warehouse handling and final delivery charges from the warehouse. If your goods are placed in storage, there will also be an additional charge for the valuation protection coverage provided for your shipment. The type of coverage and cost will depend upon whether the shipment is held in storage-in-transit (temporary) or in permanent (long-term) storage.

• What's the best way to prepare children for a move?

  • Talk to your children freely and often about the move and what it will mean to them.
    Keep to your normal routine as much as possible.
    Keep familiar items (toys, books, blankets, teddy bears, etc.) available. And don't pack the pacifier!
    If possible, take your children to your new community before the move to acquaint them with their new surroundings.
    Above all, listen to what your children have to say, and keep communication open and honest.

    For more information, ask your North American representative for a copy of A Moving Experience: A Professional Counselor's Guide to the Personal Side of Moving

• Why do movers sometimes put more than one household on a trailer?

  • To keep the cost down for you. The average trailer holds from 18,000 to 24,000 pounds - the equivalent of three to four households.

• Can a mover transport our pets and plants to our new home?

  • The U.S. Department of Transportation (DOT) allows us to move plants if the trip is less than 150 miles and under 24 hours. However, some states may want to quarantine them anyway. In the event that this should happen, we can't ensure their proper care and unfortunately, cannot be held responsible for their final condition.

    The DOT prohibits the shipping of animals in moving vans. If your pets or plants can't travel with you, ask your North American agent service counselor to help you make arrangements to safely transport them to your new home.

• Am i allowed to pack my own belongings for the move?

  • While you can pack your own items and benefit from some cost savings, we don't recommend it. One of the major advantages of hiring a professional moving company to handle your move is the assurance that your belongings will safely arrive at your new home. Our trained packing crews stand behind every box, crate and item we pack, load and ship, and we're responsible.

    When youpack the belongings, we are unable to stand behind this commitment. If the items you pack are damaged and no exterior carton damage is evident, the responsibility for the damage is yours. However, your agent service counselor can offer assistance if you choose to pack yourself. Ask for a copy of our guide to better packing as well as packing supplies the experts use.

• What about perishable food items?

  • Perishable food items cannot be safely shipped in moving vans - please dispose of them, or give them away.

• What are inventory exceptions?

  • When your household goods are delivered to your new home, your van operator will ask you to check off items as they are removed from the van and sign the inventory of household goods. If any items or cartons are missing or damaged, you must note this on the inventory sheet at the time of delivery. This is known as an "inventory exception" and is for your protection. signing the inventory is a declaration that all items and cartons were received and arrived in their original condition. we don't expect you to unpack every carton before signing. If for any reason you were unable or refused to sign the inventory exception document, please indicate this in writing on the sheet and notify North American immediately at: 1.800.348.2111.

• What are accessorial services and what do they cost?

  • Accessorial services are any services provided to you in addition to the linehaul transportation. Ask your agent service counselor to fully explain the total range of services available - including: crating, packing, unpacking or appliance services.

• What should i do with gas in the lawnmower, leftover paint, turpentine, etc.?

  • It's against the law for movers to transport flammable, combustible or corrosive materials. safely drain or dispose of these materials including: household paints, bleaches, propane tanks, gas cans and fuel in power equipment.

• What's the best way to prepare a PC for safe transport?

  • As with any delicate piece of electronic equipment, a few precautionary measures will ensure its safe arrival.
    A few suggestions:
    Make backup copies of all your data files.
    Remove any diskettes from the disk drives and replace them with blank or disposable diskettes for transport.
    Move PCs in their original carton when possible.
    Your local computer dealer can help...that's part of their expertise.

© Capitol North American, 2010. northAmerican is a registered trademark of North American Van Lines, Inc., and is used under license.

Capitol North American
1780 South Mojave Road
Las Vegas, NV. 89104-4596