Frequently Asked Questions

Q. HOW DO I SCHEDULE A MOVE?

You may call our phone number (519) 502 - 7832 or email us at move@stallionmovers.com

Q. HOW DO YOU PROTECT MY ITEMS?

We plastic wrap and blanket wrap all essential items to ensure safe transport of your important items!

Q. HOW DO DECIDE WHAT SHOULD BE DONATED AND WHAT SHOULD GO TO THE DUMP?

We do our best to donate as much as possible as we can. We pick specific donation outlets that we know will accept the most items possible.

From years of experience, we are able to pick out what we believe will be accepted and not accepted. A good rule of thumb is that if it’s stained then you should dump it. Also any mattresses you can’t give to relatives or friends ALWAYS must be dumped as it is illegal to sell them.

Q. IS MY STUFF COVERED UNDER INSURANCE?

All items are covered under our basic insurance of $0.60 per pound of goods damaged. This is the standard legal insurance that is required by the government. On top of this, if you require extra coverage we do offer extra insurance coverage that can be purchased at an additional cost at the time of quoting! This may be available from our providers as well. All of our providers offer basic insurance coverage as required by law. Please ask us for more details!

Q. How do I best prepare my home on “move day” to ensure the relocation technicians can complete the move in a timely manner?

• For safety reasons and their protection, clients, and especially small children and pets, must be out of the work area.
• Please ensure that your walkways are safe, salted & cleared especially in the winter and if there are any access problems: hills, long unpaved driveways, loose gravel, etc.
• Please remove any obstacles in the direct moving path including tables, mirrors, etc. that may interfere with the move.
• If your building has an elevator, please ensure you correspond with the building manager to book the appropriate time.
• Disassemble your furniture before we arrive unless you have specified this in our initial quote.
• Be as clear as possible with your directions to our crew.
• Also, please reference https://www.stallionmovers.com/prepared-for-moving 

Q. Do you offer packaging materials and/or packing service?

We carry a full line of packing materials including wardrobe boxes and mattress bags. We also offer packing service. Please call (519) 502 - 7832 or email us at move@stallionmovers.com for more details.

Q. Can I pack my own boxes?

• If the client is packing, boxes need to be kept below 50 lbs.
• All boxes must be sealed with a lid and taped securely with professional packing tape.
• Identify the contents of each box along with the designated rooms where they should be delivered.
•  It is advised to label both the top and one side of each carton for easy identification when stacked. Where applicable, clearly label boxes "fragile", with arrows on the box indicating the correct upright position.
• Do not leave any boxes with open tops

Q. Where does the truck park on moving day?

The client is responsible for making the proper parking arrangements including requesting moving permits if required. In most cases we require 30-40 feet to park the truck with the ramp. 

If there is nowhere to park at the time of our arrival, the crew will start your moving clock while they search for parking. Stallion reserves the right to park anywhere at their discretion to perform the services, however, if any parking fees or tickets occur the client is responsible for covering the cost. Please reference item #7 of our Terms & Conditions page. 

( https://www.stallionmovers.com/terms-conditions )

Q. Do I need to be present during the move?

The client or their representative must be always present during the move. We need your direction to place things where you would like them to be. Also, it is the client's responsibility to do a final “walk-through” of the premises to ensure we have taken everything. Of course, we will accompany the walk-through to finish quickly and efficiently. 

Clients are also responsible for a final truck walk-through after we have finished unloading. This is just a quick viewing for proof nothing is left in the truck.

Q. Am I able to get on the truck to help with the move?

Insurance regulations prohibit us from allowing you on the truck and if you choose to help with any part of the move, per our contract, we are excluded from liability for the entire move.

Q. Are “Arrival” and “End” times guaranteed?

Arrival and End Times are not final and subject to change. They are just our best estimate based on Google Maps estimates from location to our yard or vice versa. Things that may affect arrival and end times include but are not limited to: Weather, Traffic, construction, etc.

Q. When is payment due?

Stallion is entitled to take a booking fee deposit on the job total estimate to hold your day for moving. Typically this will be required 2 weeks prior to move date ( if applicable ). 

Final payment is due on site, or after the move has been completed and invoiced.

Q. What payment methods are accepted?

Methods of payment include cheque, cash, e-transfer, or credit card. If you wish to pay via credit card, we charge a 3% convenience fee on the total of the move. We do charge a tax of 13% HST on all services even if you are paying by cash.

Q. Can I cancel or reschedule once I have booked a move?

The client is entitled to cancel their move a week before the scheduled date without being charged. If the date changes within 5 business days of the scheduled move, 50% of the deposit will be lost and that balance must be repaid before the beginning of the move. If the move is canceled within 5 business days of the scheduled move, the entire deposit is lost and will not be refunded.

Q. If an elevator is needed for a move, do I need to organize it?

Elevators are the responsibility of the customer, if you have not booked your elevator and properly explained time, we will do what we can to use elevators off service, but any additional wait time or building restrictions is solely the customers responsibility.

Q. Are your relocation technicians able to accept tips?

Tipping is always appreciated if you feel your movers did a great job; all tips are always paid directly to your movers.

Q. How do I file a claim? ( if applicable )

All claims must be dealt with the individual provider you are paired with. In the case you've been paired with Stallion Movers. Here is our process:

To begin to process a claim; all damages of furniture and goods must be submitted in writing or email to our claims department at claims@stallionmovers.com within 3 days of the move. Applicable notes about these damages must be made in writing on the bill of lading on the day of your move before the crew leaves your premises. Stallion standards do assume a full inspection of furniture by both our staff and the client before departure; however, the final inspection is the responsibility of the client.

STILL DON'T HAVE AN ANSWER?

FEEL FREE TO EMAIL YOUR QUESTIONS TO: MOVE@STALLIONMOVERS.COM