FAQ'S

We will try our best to send out the quotations within 4 working days

We recommend that you arrange the survey at least 1 month before your preferred packing date. Our peak season normally starts in May and ends in August. If your designated move date falls within these months, we recommend contacting us as soon as possible and at least 1 month before your preferred packing date.

The onsite survey normally takes around 30 to 60 minutes.

An onsite survey allows our move consultant to provide an accurate estimate of the volume of the move and to foresee the services that may be required. However, we understand that it may be difficult to arrange time for an onsite survey due to busy schedules. Hence, alternatively, you can provide us with an inventory of the items to be moved and any other relevant information about your move. We can provide an indicative quote based on the information.

We can also arrange a video survey if preferred. We provide you a link with which to download our app, and then we can survey with you by using your mobile device. Provided a strong network connection, the process is fast and accurate. All data is fully secured.

While it is not mandatory for you to be present, we still recommend that you should be there to identify the items that will be moved and it also allows you to discuss the services that you would require with our move consultant.

• Decide what you want to move before the pre-move survey.
• Identity items subject to restrictions in shipments to your destination country.
• Try to identify the items that may require special handling.
• Recall if there were any challenges when you last moved.
• Check the voltages and output at destination countries to see whether your electronics will be compatible.
• Anticipate the packing dates and handover dates so that you will have enough time to make travel and accommodation arrangements. It is very important to work out a realistic timeline for the relocation.

We do not operate on Sunday or public holidays. We conduct surveys on weekdays

You should book the move as soon as you have received our quotation. You can agree to the quotation by signing the attached move contract and returning that to us. We recommend that you return it at least 1 weeks before the move date to allow us sufficient time to arrange and plan your move

You will be offered a move transit insurance program which is administered through Pacific Casualty & General, underwritten by Lloyds of London. This is an ‘All Risk’ policy on a door-to-door basis. The rate for this insurance policy is provided in the quotation.

For local move, no, it does not. We offer separate storage insurance so that your goods will be covered while they are stored for a prolonged period of time. In an international move, storage may be required while documents are being processed or when waiting for the handover of your new home. We provide 60 days free storage insurance at both origin and destination. If you require more than 60 days of storage in either origin or destination, you can request for insurance storage extension. The coverage can be extended with payment of additional premium.

Insurance is not mandatory but we strongly recommend it. As professional movers, we will try our best to minimize and mitigate the risk of loss and damage. However, protecting your personal belongings against the possibility of inherent loss or damage through a transit insurance program is also a crucial decision. You may also wish to check with your owner insurer or home insurance for an adequate insurance plan.

Insurance is normally a separate cost to the move. The cost of insurance will vary depending on the value of the goods to be insured. Our rate for insurance is provided in the quotation but the cost of insurance is usually not included in the quoted rates.

You can apply for the aforementioned insurance policy by completing the application form and returning that to us. You can complete the application form in this app, download the form from this app, or request our customer service representative to email the form to you. The insurance application form needs to be completed, signed and returned to us, before the departure of the shipment.

There are two options to the insurance coverage.

• Provide a full inventory of all the items that needs to be relocated. Each item in the inventory will need to include both its estimated replacement cost and the quantity of the item being moved.
• An alternative method of attaining the sum insured is to base this on the volume of move through the option of lump sum insurance. There are 2 option on this :
• The insurer will take into account that 1 cubic meter will be equivalent to USD2,750. In this option, all items under USD1,500 will be covered. Any items over USD1,500 will need to be separately declared for additional coverage’s. No excess applies.
• The insurer will take into account that 1 cubic meter will be equivalent to USD1,750. In this option, all items under USD1,500 will be covered. Any items over USD1,500 will need to be separately declared for additional coverage’s.
• Other options may be available depending on situation – please ask your consultant for more information.

This should be the cost of replacing your item (if lost or damaged) with a same or similar item at your current location . If the item can only be replaced in another country then do also consider the cost of shipping the item to the new location to establish a fair replacement value.

You will be required to provide a full inventory. The insurer will not be able to provide coverage based on an arbitrary sum without a list of goods. If you are not able to provide an inventory then you can consider the lump sum option.

The transit policy requires the insurer (Asian Tigers) to know the current condition of the goods. This means that our packers have to inspect and pack the goods covered in the insurance policy. Items that are packed by owners (you) are normally not fully covered by the insurer. Our crew has years of international packing experience so you can rely on them to professionally pack and move your belongings.

Some common exclusions include: loss or damage cause by gradual deterioration, wear and tear, atmospheric or climatic conditions, perishables, moth and vermin damage, loss of data, consequence loss etc. Molds and mildews, electronic and mechanical derangement, and pairs and sets are also common exclusions to transit policies but optional coverage for these have been included in our international relocation insurance program. More information can be found in the insurance application form.

It varies depending on the value of your goods. The premium rate for local transit and storage insurance is provided in the quotation.

When you become aware of loss or damage and have applied for a transit policy for the move, please kindly contact us and we will forward you the claims instruction. You are generally given a 7-day window in which to file a claim, followed by a period of 60 days in which to provide supporting documentation. So please contact us as soon as you note any loss or damage.

It is difficult to provide a quote without knowing the volume of move and services required. Therefore, an onsite or a video survey is normally required before we can provide a quote.

The full payment is required prior to the moving.

Tipping is not mandatory but tipping for good service is of course always appreciated.

Other than the cost of move, additional cost may incur from mainly 3 categories for local moves.

• Cost relating to third party services: e.g. handyman services, disposal services, piano handling services, safe handling services, insurance etc.
• Cost relating to access: stairs and long carry services, shuttling services, hoisting services, split pick up or delivery services, public holidays or Sunday surcharges etc.
• Cost relating to storage: e.g. warehouse handling, storage services, sorting services etc.

Insurance is normally a separate cost to the move. The cost of insurance will vary depending on the value of the goods to be insured. Our rate for insurance is provided in the quotation but the cost of insurance is usually not included in the quoted rates.

If the packing dates or delivery dates need to be changed, please notify our customer service representative as soon as possible. Please allow them enough time to make the changes; otherwise, you may be subjected to a cancellation fee. Note that ocean and air freight charges are usually subject to peak season carrier increases, so changes for dates from one month to another, may mean adjustments to the overall quotation.

Most countries allow duty-free entry of used household goods if you meet the required residential statues and have the required documents. However, as different countries have different requirements, it is best to check with our move consultant for more details on your destination.

We highly recommend that you hand carry your jewelries when you relocate.

We can ship cars but they will need to be shipped in separate individual containers. Some countries will restrict the co-loading of automobiles with household goods.

Pianos are items that we handle on a regular basis. A specialist will be present to handle and move specialty items such as pianos, safes, pool tables. Note that pianos containing ivory keys are subject to CITES convention restrictions on shipment – ask your consultant for more details.

We can still pack your goods and store them in our warehouse in Thailand or at the destination until you have confirmed your destination and attain your required permits.

Please notify your move consultant if there are any additional items that were not surveyed as this will affect the cost of the move. More importantly, we will need to check if the volume of goods will fit into the container we have arranged for you.

General restricted items are firearms, weapons, illegal drugs, flammable goods, dangerous goods, endangered and live animals, counterfeit items etc. Please contact your move consultant for a comprehensive list of restricted items for your destination.

As a general rule, there should be no food and alcohol in the shipment. Food is subject to quarantine regulations in many countries, and alcohol may incur taxes and duties. Moreover, special permits may be required. Please contact your move consultant for more information on your destination country and their regulations on food and alcohol.

We have a system that tags each individual package with a unique bar code. The packages will be labeled and tracked during the entire move process.

Yes. If the packing requires more than 1 day, please notify our move supervisor that you wish to stay for the night. They will refrain from packing the beds and other relevant items.

If you know from your previous relocations that some items were difficult to move in or out, please let us know. Difficult access may require additional charges which includes stair and long carry service, shuttle service, hoisting service etc.

While it is not mandatory for you to be present, we highly recommend it as it allows you to communicate any requests that you might have to the move supervisor directly.

In a local move, for environmental purposes, we recommend packing with plastic bins and reusable boxes that are in good condition. We can also supply new boxes

The duration of packing normally depends of the volume of move and the service required. We can only confirm this once the pre-move survey is done. However, a general guideline is as follows:

• A 1000sq flat – Part of 20 foot container may take 1 day
• A 1000-1500sq flat – estimate full 20 foot container may take 2days
• A 1500 to 2000sq flat – estimate more than full 20 foot container may take 2-3 days
• A Townhouse or house – Full 40 foot container may take 3-4 days

While Thailand can be a humid area note that humidity only speeds up the process of mold and mildew but does not generate the spores directly. Hence, we recommend that clothes and linen should be cleaned prior to moving. The surfaces of furniture should be wiped with disinfectants to minimize the risk of reproduction of mold and mildew spores.

Most clients use our packing and unpacking services but you can also pack some of your personal belongings yourself should you wish to. We will arrange a free one-time delivery of packing boxes once the move is confirmed. If you do decide to pack some of the items yourself,please do not seal the boxes as our crew is required to take note of the contents in our packing list. For international moves, we are required to provide a packing list and to take note of the condition of the items for customs and insurance purposes.

Our crew will uninstall and reinstall simple home appliances. However, items such as fixtures attached to ceiling or wall, flat pack furniture, or custom made furniture may require our handyman service. The move consultant will identify items that will require our handyman service during the pre-move survey and we will include relevant handyman fees in our quotation.

We can arrange split pick up or delivery at additional charges. We can include this charge in the quotation if you inform us of your preferred arrangement during the pre-move survey.