Frequently Asked Questions
Here are some commonly asked questions about our moving services.
Before The Move
What is your cancellation policy?
You may cancel up until 48 hours before the move free of charge. If you cancel within 48 hours of your moving time, we will keep 1 hour of the moving cost as a charge for schedule disruptions.
How do I book a move with 5-Star Movers?
There are many ways you can book us! You can provide your information on our homepage free quote form and be contacted within 24 hours with a quote, schedule an in home quote, send us an email, or give us a call at (651) 243-1993. Whatever works best for you!
During The Move
When will the movers arrive?
Our morning arrival times (7-9am) are guaranteed. Our afternoon and evening times are determined by how long the morning jobs take. We will be able to provide you with a rough estimate upon booking, and a more accurate ETA on the date of the move.
Are my items insured?
There are different levels of insurance decided by the level of service you are selecting. On labor-only moves, we have no legal liability to cover any of the items, but we do believe in making things right with the customer so we will come to an agreement which benefits all parties. For full-service moving jobs or movers + truck jobs there are two different levels of insurance coverage. The first is known as released value coverage, and it is free on all full-service or movers + truck jobs. The limit of liability is 60 cents per pound per article. The second is known as full-coverage protection, and this is available for a fee associated with how much coverage you wish to purchase. This covers items at the current market rate for the condition they are currently in. Keep in mind that items do depreciate with time, and things are not still worth what you paid for them new. Most home owner’s and renter’s insurance policies do cover moving, and could provide you with free coverage over and above the released value coverage. We do work with each customer to assure both sides come to agreeable terms when it comes to damaged items.
How far in advance should I book?
If you want to guarantee your preferred date and time, you should look to book at least 4-6 weeks ahead of time in the summer, and 2-4 weeks ahead of time in the off-peak months. If you are more flexible with your timing, feel free to book 2-4 weeks ahead of time in the summer and 1-2 weeks ahead of time in the winter. There are sometimes cancellations, which allow us to fit you in on shorter notice so feel free to ask!
After The Move
How are billable hours calculated?
At 5-Star Movers, we believe in you only paying for the amount of our time you are actually using. For this reason, we start the clock when the movers arrive at the jobsite and ends when the movers have moved the last item into place. We don’t bill for time to and from the headquarters like most other companies do.
How do I pay?
We accept all forms of credit card payments, as well as cash.
Is there a job time minimum?
Yes, we do have a minimum charge of 2 hours regardless of the actual job time. Any time over 2 hours is billed in 30 minute increments, and you will never pay for more time than what you actually use beyond the 2 hour mark.
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