Authority: 49 U.S.C. 13301, 13704, 13707, and 14104; 49 CFR 1.73.

What is Included in this Booklet? ..........................................................................1

Why Was I Given This Booklet?............................................................................3

What Are the Most Important Points I Should Remember From This Booklet? ....4

What If I Have More Questions?...........................................................................5

Subpart A—General Requirements ......................................................................6

Subpart B—Before Requesting Services From Any Mover.................................13

Subpart C—Service Options Provided................................................................26

Subpart D—Estimating Charges.........................................................................29

Subpart E—Pickup of My Shipment of Household Goods ..................................36

Subpart F—Transportation of My Shipment........................................................49

Subpart G—Delivery of My Shipment .................................................................53

Subpart H—Collection of Charges......................................................................56

Subpart I—Resolving Disputes With My Mover ..................................................62

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In this booklet, you will find a discussion of each of these topics:

2. Movers may give binding estimates.

6. Be sure you understand the mover’s responsibility for loss or damage, and request an explanation of the difference between valuation and actual insurance.

7. You have the right to be present each time your shipment is weighed.

8. You may request a re-weigh of your shipment.

9. If you agree to move under a non-binding estimate, you should confirm with your mover—in writing—the method of payment at delivery as cash, certified check, money order, cashier’s check, or credit card.

If this booklet does not answer all of your questions about your move, do not hesitate to ask your mover’s representative who handled the arrangements for your move, the driver who transports your shipment, or the mover’s main office for additional information.

1. is the shipper, consignor, or consignee of a household goods shipment;

3. owns the goods being transported; and

4. pays his or her own tariff transportation charges.

In general, your mover is legally liable for loss or damage that occurs during performance of any transportation of household goods and of all related services identified on your mover’s lawful bill of lading. Your mover is liable for loss of, or damage to, any household goods to the extent provided in the current Surface Transportation Board’s Released Rates Order. You may obtain a copy of the current Released Rates Order by contacting the Surface Transportation Board at the address provided under the definition of the Surface Transportation Board. The rate may be increased annually by your mover based on the U.S. Department of Commerce’s Cost of Living Adjustment. Your mover may have additional liability if your mover sells liability insurance to you. All moving companies are required to assume liability for the value of the goods transported. However, there are different levels of liability, and you should be aware of the amount of protection provided and the charges for each option. Basically, most movers offer two different levels of liability under the terms of their tariffs and the Surface Transportation Board’s Released Rates Orders. These orders govern the moving industry.

Your actions may limit or reduce your mover’s normal liability under the following three circumstances:

1. You include perishable, dangerous, or hazardous materials in your household goods without your mover’s knowledge.

What Are Dangerous or Hazardous Materials That May Limit or Reduce My Mover’s Normal Liability?

Yes, your mover may have agents. If your mover has agents, your mover must have written agreements with its prime agents. Your mover and its retained prime agent must sign their agreements. Copies of your mover’s prime agent agreements must be in your mover’s files for a period of at least 24 months following the date of termination of each agreement.

2. A telephone number.

Do I Have the Right to Inspect My Mover’s Tariffs (Schedules of Rates or Charges) Applicable to My Move?

1. The arbitration program offered to you must prevent your mover from having any special advantage because you live or work in a place distant from the mover’s principal or other place of business.

a. A summary of the arbitration procedure.

b. Any applicable costs.

c. A disclosure of the legal effects of electing to use arbitration.

5. You must not be required to pay more than one-half of the arbitration’s cost. The arbitrator may determine the percentage of payment of the costs for each party in the arbitration decision, but must not make you pay more than half.

Must My Mover Inform Me About My Rights and Responsibilities Under Federal Law?

At the time your mover provides a written estimate, it must provide you with a copy of the U.S. Department of Transportation publication FMCSA-ESA-03-005 entitled “Ready to Move?” (or its successor publication). Before your mover executes an

1. The contents of Appendix A, ‘‘Your Rights and Responsibilities When You Move’’ - this booklet.

2. A concise, easy-to-read, and accurate summary of your mover’s arbitration program.

3. A notice of availability of the applicable sections of your mover’s tariff for the estimate of charges, including an explanation that you may examine the tariff sections, or have copies sent to you upon request.

4. A concise, easy-to-read, accurate summary of your mover’s customer complaint and inquiry handling procedures. Included in this summary must be the following two items:

Your mover may, at its discretion, provide additional information to you.

Your mover must issue you an honest, truthful freight or expense bill for each shipment transported. Your mover’s freight or expense bill must contain the following 17 items:

1. Name of the consignor.

2. Name of the consignees.

3. Date of the shipment.

4. Origin point.

5. Destination points.

6. Number of packages.

7. Description of the freight.

9. Exact rate(s) assessed.

transmits freight or expense bills to you. These rates must be in accordance with the mover’s applicable tariff.

11. An indication of whether adjustments may apply to the bill.

12. Total charges due and acceptable methods of payment.

13. The nature and amount of any special service charges.

14. The points where special services were rendered.

16. Transfer points where shipments moved.

17. Address where you must pay or address of bill issuer’s principal place of business.

Yes. Your mover must specify the form of payment acceptable at delivery when the mover prepares an estimate and order for service. The mover and its agents must honor the form of payment at delivery, except when you mutually agree to a change in writing. The mover must also specify the same form of payment when it prepares your bill of lading, unless you agree to a change. See also ‘‘May my mover accept charge or credit cards for my payments?” You must be prepared to pay ten percent more than the estimated amount, if your goods are moving under a non-binding estimate. Every collect-on-delivery shipper must have available 110 percent of the estimate at the time of delivery. In addition, your mover may also collect at the time of delivery the cost of any additional services that you requested after the contract with your mover was executed that were not included in the estimate, and the charges for impracticable operations needed to accomplish delivery, as defined by the carrier’s tariff. Additional charges collected at the time of delivery for impracticable operations may not exceed 15 percent of all other charges due at the time of delivery. You must pay all remaining charges for impracticable operations within 30 days after you receive the mover’s freight bill.

Although all movers try to move each shipment on one truck, it becomes necessary, at times, to divide a shipment among two or more trucks. This may occur if your mover has underestimated the cubic feet (meters) of space required for your shipment and it will not all fit on the first truck. Your mover will pick up the remainder, or ‘‘leave behind,’’ on a second truck at a later time, and this part of your shipment may arrive at the destination later than the first truck. When this occurs, your transportation charges will be determined as if the entire shipment had moved on one truck. If it is important for you to avoid this inconvenience of a ‘‘leave behind,’’ be sure your estimate includes an accurate calculation of the cubic feet (meters) required for your shipment. Ask your estimator to use a ‘‘Table of Measurements’’ form in making this calculation. Consider asking for a binding estimate. A binding estimate is more likely to be conservative with regard to cubic feet (meters) than a non-binding estimate. If the mover offers space reservation service, consider purchasing this service for the necessary amount of space plus some margin for error. In any case, you would be prudent to ‘‘prioritize’’ your goods in advance of the move so the driver will load the more essential items on the first truck if some are left behind.

If your mover provides the service of selling additional liability insurance, your mover must follow certain regulations. Your mover, its employees, or its agents, may sell, offer to sell, or procure additional liability insurance coverage for you for loss or damage to your shipment if you release the shipment for transportation at a value not exceeding 60 cents per pound ($1.32 per kilogram) per article. Your mover may offer, sell, or procure any type of insurance policy covering loss or damage in excess of its specified liability. Your mover must issue you a policy or other appropriate evidence of the insurance you purchased. Your mover must provide a copy of the policy or other appropriate evidence to you at the time your mover sells or procures the insurance. Your mover must issue policies written in plain English. Your mover must clearly specify the nature and extent of coverage under the policy. Your mover’s failure to issue you a policy, or other appropriate evidence of insurance you purchased, will subject your mover to full liability for any claims to recover loss or damage attributed to it. Your mover’s tariff must provide for liability insurance coverage. The tariff must also provide for the base transportation charge, including its assumption of full liability for the value of the shipment. This would offer you a degree of protection in the event your mover fails to issue you a policy or other appropriate evidence of insurance at the time of purchase.

a. Reaffirm the binding estimate.

Your mover is not permitted to charge you for giving a non-binding estimate. A non-binding estimate is not a bid or contract. Your mover provides it to you to give you a general idea of the cost of the move, but it does not bind your mover to the estimated cost. You should expect the final cost to be more than the estimate. The actual cost will be calculated based on your mover’s tariffs. Federal law requires your mover to collect the charges in accordance with its tariffs, regardless of what your mover writes in its non-binding estimates. That is why it is important to ask for copies of the applicable portions of the mover’s tariffs before deciding on a mover. The charges contained in movers’ tariffs are essentially the same for the same weight shipment moving the same distance. If you obtain different non-binding estimates from different movers, you must pay only the amount specified in your mover’s tariff. Therefore, a non-binding estimate may not be the amount that you will ultimately have to pay. You must be prepared to pay ten percent more than the estimated amount at the time of delivery. Every collect-on-delivery shipper must have available 110 percent of the estimate at the time of delivery. If you order additional services from your mover after your goods are in transit, the mover will collect the charges for those additional services when your shipment is delivered. You may also have to pay additional charges at delivery for impracticable operations performed by your mover. Non-binding estimates must be in writing and clearly describe the shipment and all services provided. Any time a mover provides such an estimate, the amount of the charges estimated must be on the order for service and bill of lading related to your shipment. When you are given a non-binding estimate, do not sign or accept the order for service or bill of lading unless the mover enters the amount estimated on each form it prepares. Other requirements of non-binding estimates include the following ten elements:

2. Your mover must explain to you that all charges on shipments moved under non-binding estimates will be those appearing in your mover’s tariffs applicable to the transportation. If your mover provides a non-binding estimate of approximate costs, your mover is not bound by such an estimate.

a. Reaffirm the non-binding estimate.

8. Once your mover loads your shipment, your mover’s failure to execute a new estimate signifies it has reaffirmed the original non-binding estimate. Your mover may not collect more than 110 percent of the amount of this estimate at destination for the services and quantities shown on the estimate.

10. If your mover must perform impracticable operations, as defined in its tariff, to accomplish the delivery of your shipment, your mover will collect the charges for these services when your shipment is delivered. However, charges for impracticable operations collected at delivery must not exceed 15 percent of all other charges due at delivery. Any remaining impracticable operations charges must be paid within 30 days after you receive the mover’s freight bill. If your mover furnishes a non-binding estimate, your mover must enter the estimated charges upon the order for service and upon the bill of lading. Your mover must retain a record of all estimates of charges for each move performed for at least one year from the date your mover made the estimate.

What Payment Arrangements Must My Mover Have in Place To Secure Delivery of My Household Goods Shipment?

If your total bill is 110 percent or less of the non-binding estimate, the mover can require payment in full upon delivery. If the bill exceeds 110 percent of the non-binding estimate, your mover must relinquish possession of the shipment at the time of delivery upon payment of 110 percent of the estimated amount, and defer billing for the remaining charges for at least 30 days. There are two exceptions to this requirement. Your mover may demand payment at the time of delivery of the cost of any additional services that you requested after the contract was executed that were not included in the estimate. Your mover may also require you to pay charges for impracticable operations at the time of delivery, provided these charges do not exceed 15 percent of all other charges due at delivery. Impracticable operations charges that exceed 15 percent of all other charges due at delivery are due within 30 days after you receive the mover’s freight bill. Your mover should have specified its acceptable form of payment on the estimate, order for service, and bill of lading. Your mover’s failure to relinquish possession of a shipment after you offer to pay 110 percent of the estimated charges, plus the cost of any additional services that you requested after the contract was executed that were not included in the estimate, and the charges for impracticable operations, not to exceed 15 percent of all other charges due at delivery, constitutes failure to transport the shipment with ‘‘reasonable dispatch’’ and subjects your mover to cargo delay claims under 49 CFR Part 370.

We require your mover to prepare an order for service on every shipment

transported for you. You are entitled to a copy of the order for service when your

mover prepares it.

The order for service is not a contract. Should you cancel or delay your move, or if

you decide not to use the mover, you should promptly cancel the order.

If you or your mover change any agreed upon dates for pickup or delivery of your

shipment, or agree to any change in the non-binding estimate, your mover may

prepare a written change to the order for service. The written change must be

attached to the order for service.

The order for service must contain the following 15 elements:

1. Your mover’s name and address and the U.S. DOT number assigned to your

mover.

2. Your name, address and, if available, telephone number(s).

3. The name, address, and telephone number of the delivering mover’s office or

agent at or nearest to the destination of your shipment.

4. A telephone number where you may contact your mover or its designated

agent.

5. One of the following three dates and times:

a. The agreed-upon pickup date and agreed delivery date of your

move.

b. The agreed-upon period(s) of the entire move.

c. If your mover is transporting the shipment on a guaranteed service

basis, the guaranteed dates or periods of time for pickup,

transportation, and delivery. Your mover must enter any penalty or

per diem requirements upon the agreement under this item.

6. The names and addresses of any other motor carriers, when known, that will

participate in interline transportation of the shipment.

7. The form of payment your mover will honor at delivery. The payment

information must be the same as was entered on the estimate.

8. The terms and conditions for payment of the total charges, including notice of

any minimum charges.

9. The maximum amount your mover will demand, based on the mover’s

estimate, at the time of delivery to obtain possession of the shipment, when

transported on a collect-on-delivery basis.

10. If not provided in the bill of lading, the Surface Transportation Board’s

required released rates valuation statement, and the charges, if any, for

optional valuation coverage. The Surface Transportation Board’s required

released rates may be increased annually by your mover based on the U.S.

Department of Commerce’s Cost of Living Adjustment.

11. A complete description of any special or accessorial services ordered and

minimum weight or volume charges applicable to the shipment.

12. Any identification or registration number your mover assigns to the shipment.

13. For non-binding estimated charges, your mover’s reasonably accurate

estimate of the amount of the charges, the method of payment of total

charges, and the maximum amount (110 percent of the non-binding

estimate) your mover will demand at the time of delivery for you to obtain

possession of the shipment.

14. For binding estimated charges, the amount of charges your mover will

demand based upon the binding estimate and the terms of payment under

the estimate.

15. An indication of whether you request notification of the charges before

delivery. You must provide your mover with the telephone number(s) or

address(s) where your mover will transmit such communications.

You and your mover must sign the order for service. Your mover must provide a

dated copy of the order for service to you at the time your mover signs the order.

Your mover must provide you the opportunity to rescind the order for service

without any penalty for a three-day period after you sign the order for service, if you

scheduled the shipment to be loaded more than three days after you sign the

order.

Your mover should provide you with documents that are as complete as possible,

and with all charges clearly identified. However, as a practical matter, your mover

usually cannot give you a complete bill of lading before transporting your goods.

This is both because the shipment cannot be weighed until it is in transit and

because other charges for service, such as unpacking, storage-in-transit, and

various destination charges, cannot be determined until the shipment reaches its

destination.

Therefore, your mover can require you to sign a partially complete bill of lading if it

contains all relevant information except the actual shipment weight and any other

information necessary to determine the final charges for all services provided.

Signing the bill of lading allows you to choose the valuation option, request special

services, and/or acknowledge the terms and conditions of released valuation.

Your mover also may provide you, strictly for informational purposes, with blank or

incomplete documents pertaining to the move. Before loading your shipment, and

upon mutual agreement of both you and your mover, your mover may amend an

order for service. Your mover must retain an order for service for a shipment it

transported for at least one year from the date your mover wrote the order.

Your mover must inform you, before or at the time of loading, if the mover

reasonably expects a special or accessorial service is necessary to transport a

shipment safely. Your mover must refuse to accept the shipment when your mover

reasonably expects a special or accessorial service is necessary to transport a

shipment safely, but you refuse to purchase the special or accessorial service.

Your mover must make a written note if you refuse any special or accessorial

services that your mover reasonably expects to be necessary.

Yes. Your mover must prepare an inventory of your shipment before or at the time

of loading. If your mover’s driver fails to prepare an inventory, you should write a

detailed inventory of your shipment listing any damage or unusual wear to any

items. The purpose is to make a record of the existence and condition of each

item.

After completing the inventory, you should sign each page and ask the mover’s

driver to sign each page. Before you sign it, it is important you make sure that the

inventory lists every item in the shipment and that the entries regarding the

condition of each item are correct. You have the right to note any disagreement. If

an item is missing or damaged when your mover delivers the shipment, your

subsequent ability to dispute the items lost or damaged may depend upon your

notations.

You should retain a copy of the inventory. Your mover may keep the original if the

driver prepared it. If your mover’s driver completed an inventory, the mover must

attach the complete inventory to the bill of lading as an integral part of the bill of

lading.

bill of lading before or at the time of loading your furniture and other household

goods.

your responsibility to understand the bill of lading before you sign it. If you do not

agree with something on the bill of lading, do not sign it until you are satisfied it is

correct.

The bill of lading requires the mover to provide the service you have requested.

until your shipment is delivered, all charges are paid, and all claims, if any, are

settled.

A bill of lading must include the following 14 elements:

1. Your mover’s name and address, or the name and address of the motor

carrier issuing the bill of lading.

2. The names and addresses of any other motor carriers, when known, who will

participate in the transportation of the shipment.

3. The name, address, and telephone number of the office of the motor carrier

you must contact in relation to the transportation of the shipment.

4. The form of payment your mover will honor at delivery. The payment

information must be the same that was entered on the estimate and order for

service.

5. When your mover transports your shipment under a collect-on-delivery basis,

your name, address, and telephone number where the mover will notify you

about the charges.

pickup of the shipment and the agreed-upon date or period of time for the

delivery of the shipment. The agreed-upon dates or periods for pickup and

delivery entered upon the bill of lading must conform to the agreed-upon

dates or periods of time for pickup and delivery entered upon the order for

service or a proper amendment to the order for service.

per diem entitlements due you under the agreement.

8. The actual date of pickup.

9. The identification number(s) of the vehicle(s) in which your mover loads your

shipment.

10. The terms and conditions for payment of the total charges including notice of

any minimum charges.

11. The maximum amount your mover will demand from you, based on the

mover’s estimate, at the time of delivery for you to obtain possession of your

shipment, when your mover transports under a collect-on-delivery basis.

12. If not provided for in the order for service, the Surface Transportation Board’s

required released rates valuation statement, and the charges, if any, for

optional valuation coverage. The Board’s required released rates may be

increased annually by your mover based on the U.S. Department of

Commerce’s Cost of Living Adjustment.

13. Evidence of any insurance coverage sold to, or procured for you from an

independent insurer, including the amount of the premium for such

insurance.

14. Each attachment to the bill of lading. Each attachment is an integral part of

the bill of lading contract. If not provided to you elsewhere by the mover, the

following three items must be added as attachments:

a. The binding or non-binding estimate.

b. The order for service.

c. The inventory.

A copy of the bill of lading must accompany your shipment at all times while in the

possession of your mover or its agent(s). When your mover loads the shipment on

a vehicle for transportation, the bill of lading must be in the possession of the driver

responsible for the shipment. Your mover must retain bills of lading for shipments

it transported for at least one year from the date your mover created the bill of

lading.

You and your mover should reach an agreement for pickup and delivery times. It is

your responsibility to determine on what date, or between what dates, you need to

have the shipment picked up and on what date, or between what dates, you

require delivery. It is your mover’s responsibility to tell you if they can provide

service on, or between, those dates, or, if not, on what other dates it can provide

the service.

In the process of reaching an agreement with your mover, you may find it

necessary to alter your moving and travel plans if no mover can provide service on

the specific dates you desire.

Do not agree to have your shipment picked up or delivered ‘‘as soon as possible.’’

The dates or periods you and your mover agree upon should be definite.

Once an agreement is reached, your mover must enter those dates upon the order

for service and the bill of lading.

Once your goods are loaded, your mover is contractually bound to provide the

service described in the bill of lading. Your mover’s only defense for not providing

the service on the dates called for is the defense of force majeure. This is a legal

term. It means that when circumstances change, were not foreseen, and are

beyond the control of your mover, preventing your mover from performing the

service agreed to in the bill of lading, your mover is not responsible for damages

resulting from its nonperformance.

This may occur when you do not inform your mover of the exact delivery

requirements. For example, because of restrictions trucks must follow at your new

location, the mover may not be able to take its truck down the street of your

residence and may need to shuttle the shipment using another type of vehicle.

Generally, yes. If your mover transports your household goods on a non-binding

estimate, your mover must determine the actual weight of the shipment in order to

calculate its lawful tariff charge. If your mover provided a binding estimate and has

loaded your shipment without claiming you have added additional items or

services, the weight of the shipment will not affect the charges you will pay.

Your mover must determine the weight of your shipment before requesting you to

pay for any charges dependent upon your shipment’s weight.

Most movers have a minimum weight charge for transporting a shipment.

Generally, the minimum is the charge for transporting a shipment of at least

3,000 pounds (1,362 kilograms).

If your shipment appears to weigh less than the mover’s minimum weight, your

mover must advise you on the order for service of the minimum cost before

transporting your shipment. Should your mover fail to advise you of the minimum

charges and your shipment is less than the minimum weight, your mover must

base your final charges upon the actual weight, not upon the minimum weight.

Your mover must weigh your shipment upon a certified scale.

The weight of your shipment must be obtained by using one of two methods –

origin weighing or destination weighing.

it loads your shipment. If it elects this option, the driver must weigh the truck before

weighing, the truck may already be partially loaded with another shipment(s). This

will not affect the weight of your shipment. The truck should also contain the pads,

dollies, hand trucks, ramps, and other equipment normally used in the

transportation of household goods shipments. After loading, the driver will weigh

permitted to determine the weight of your shipment at the destination after it

delivers your load. Weighing your shipment at destination instead of at origin will

Destination weighing is done in reverse of origin weighing. After arriving in the city

or area where you are moving, the driver will weigh the truck. Your shipment will

your new residence to unload. After unloading your shipment, the driver will again

At the time of both weighings, your mover’s truck must have installed or loaded all

pads, dollies, hand trucks, ramps, and other equipment normally required in the

transportation of your shipment. The driver and other persons must be off the

vehicle at the time of both weighings. The fuel tanks on the vehicle must be full at

the time of each weighing. In lieu of this requirement, your mover must not add fuel

between the two weighings when the tare weighing is the first weighing performed.

Your mover may detach the trailer of a tractor-trailer vehicle combination from the

tractor and have the trailer weighed separately at each weighing provided the

length of the scale platform is adequate to accommodate and support the entire

trailer.

Your mover may use an alternative method to weigh your shipment if it weighs

3,000 pounds (1,362 kilograms) or less. The only alternative method allowed is

weighing the shipment upon a platform or warehouse certified scale before loading

your shipment for transportation or after unloading.

Your mover must use the net weight of shipments transported in large containers

such as ocean or railroad containers. Your mover will calculate the difference

between the tare weight of the container (including all pads, blocking and bracing

used in the transportation of your shipment) and the gross weight of the container

with your shipment loaded in the container.

You have the right, and your mover must inform you of your right, to observe all

weighings of your shipment. Your mover must tell you where and when each

weighing will occur. Your mover must give you a reasonable opportunity to be

present to observe the weighings.

You may waive your right to observe any weighing or re-weighing. This does not

affect any of your other rights under Federal law.

Your mover may request you waive your right to have a shipment weighed upon a

certified scale. Your mover may want to weigh the shipment upon a trailer’s

on-board, non-certified scale. You should demand your right to have a certified

scale used. The use of a non-certified scale may cause you to pay a higher final

bill for your move, if the non-certified scale does not accurately weigh your

shipment. Remember that certified scales are inspected and approved for

accuracy by a government inspection or licensing agency. Non-certified scales

are not inspected and approved for accuracy by a government inspection or

licensing agency.

Your mover must obtain a separate weight ticket for each weighing. The weigh

master must sign each weight ticket. Each weight ticket must contain the following

six items:

1. The complete name and location of the scale.

2. The date of each weighing.

3. Identification of the weight entries as being the tare, gross, or net weights.

4. The company or mover identification of the vehicle.

5. Your last name as it appears on the bill of lading.

6. Your mover’s shipment registration or bill of lading number.

Your mover must retain the original weight ticket or tickets relating to the

determination of the weight of your shipment as part of its file on your shipment.

When both weighings are performed on the same scale, one weight ticket may be

used to record both weighings.

Your mover must present all freight bills with true copies of all weight tickets. If

your mover does not present its freight bill with all weight tickets, your mover is in

violation of Federal law.

Before the driver actually begins unloading your shipment weighed at origin and

after your mover informs you of the billing weight and total charges, you have the

right to demand a re-weigh of your shipment. If you believe the weight is not

accurate, you have the right to request your mover re-weigh your shipment before

unloading.

You have the right, and your mover must inform you of your right, to observe all

re-weighings of your shipment. Your mover must tell you where and when each

re-weighing will occur. Your mover must give you a reasonable opportunity to be

present to observe the re-weighings. You may waive your right to observe any

re-weighing; however, you must waive that right in writing. You may send the

written waiver via fax or e-mail, as well as by overnight courier or certified mail,

return receipt requested. This does not affect any of your other rights under

Federal law.

Your mover is prohibited from charging you for the re-weighing. If the weight of

your shipment at the time of the re-weigh is different from the weight determined at

origin, your mover must re-compute the charges based upon the re-weigh weight.

Before requesting a re-weigh, you may find it to your advantage to estimate the

weight of your shipment using the following three-step method:

1. Count the number of items in your shipment. Usually there will be either 30 or

40 items listed on each page of the inventory. For example, if there are

30 items per page and your inventory consists of four complete pages and a

2. Subtract the weight of any automobile included in your shipment from the

total weight of the shipment. If the automobile was not weighed separately,

its weight can be found on its title or license receipt.

3. Divide the number of items in your shipment into the weight. If the average

weight resulting from this exercise ranges between 35 and 45 pounds

(16 and 20 kilograms) per article, it is unlikely a re-weigh will prove beneficial

to you. In fact, it could result in your paying higher charges.

Experience has shown that the average shipment of household goods will weigh

about 40 pounds (18 kilograms) per item. If a shipment contains a large number of

heavy items, such as cartons of books, boxes of tools, or heavier than average

furniture, the average weight per item may be 45 pounds or more (20 kilograms or

more).

If you request notification of the actual weight and charges of your shipment, your

mover must comply with your request if it is moving your goods on a

collect-on-delivery basis. This requirement is conditioned upon your supplying

your mover with an address or telephone number where you will receive the

communication. Your mover must make its notification by telephone, fax

transmissions, e-mail, overnight courier, certified mail with return receipt

requested, or in person.

You must receive the mover’s notification at least one full 24-hour day before its

scheduled delivery, excluding Saturdays, Sundays, and Federal holidays.

Your mover may disregard this 24-hour notification requirement on shipments

subject to one of the following three situations:

1. Back-weigh (when your mover weighs your shipment at its destination).

2. Pickup and delivery encompassing two consecutive weekdays, if you

agree.

3. Maximum payment amounts at time of delivery of 110 percent of the

estimated charges, if you agree.

Yes, your mover must transport your household goods in a timely manner. This is

also known as ‘‘reasonable dispatch service.’’ Your mover must provide

reasonable dispatch service to you, except for transportation on the basis of

guaranteed delivery dates.

When your mover is unable to perform either the pickup or delivery of your

shipment on the dates or during the periods of time specified in the order for

service, your mover must notify you of the delay, at the mover’s expense. As soon

as the delay becomes apparent to your mover, they must give you notification they

will be unable to provide the service specified in the terms of the order for service.

Your mover may notify you of the delay in any of the following ways: by telephone,

fax transmissions, e-mail, overnight courier, certified mail with return receipt

requested, or in person.

When your mover notifies you of a delay, it also must advise you of the dates or

periods of time they may be able to pick up and/or deliver the shipment. Your

mover must consider your needs in its advisement. Your mover must prepare a

written record of the date, time, and manner of its notification.

Your mover must prepare a written record of its amended date or period for

delivery. Your mover must retain these records as a part of its file on your

shipment. The retention period is one year from the date of notification. If you

request a copy of the notice, your mover must furnish a copy of the notification to

you either by first class mail or in person.

Your mover must tender your shipment for delivery on the agreed-upon delivery

date or within the period specified on the bill of lading. Upon your request or

concurrence, your mover may deliver your shipment on another day.

The establishment of a delayed pickup or delivery date does not relieve your

mover from liability for damages resulting from your mover’s failure to provide

service as agreed. However, when your mover notifies you of alternate delivery

dates, it is your responsibility to be available to accept delivery on the dates

specified. If you are not available and are not willing to accept delivery, your mover

has the right to place your shipment in storage at your expense or hold the

shipment on its truck and assess additional charges. If after the pickup of your

agree to do so provided your request will not result in unreasonable delay to its

equipment or interfere with another customer’s move. However, your mover is

under no obligation to consent to amended delivery dates. If you are unwilling or

unable to accept delivery on the date agreed to in the bill of lading, your mover has

the right to place your shipment in storage at your expense.

If your mover fails to pick up and deliver your shipment on the date entered on the

bill of lading and you have expenses you otherwise would not have had, you may

be able to recover those expenses from your mover. This is what is called an

inconvenience or delay claim. Should your mover refuse to honor such a claim

and you continue to believe you are entitled to be paid damages, you may take

While we hope your mover delivers your shipment in a timely manner, you should

consider the possibility your shipment may be delayed. Before you agree with the

mover to transport your shipment, find out what payment you can expect if a mover

delays service through its own fault.

At your mover’s discretion, it may place your shipment in storage. This will be

under its own account and at its own expense in a warehouse located in proximity

to the destination of your shipment. Your mover may do this if you fail to request or

concur with an early delivery date, and your mover is able to deliver your shipment

more than 24 hours before your specified date or the first day of your specified

period.

If your mover exercises this option, your mover must immediately notify you of the

name and address of the warehouse where your mover places your shipment.

Your mover must make and keep a record of its notification as a part of its

shipment records. Your mover has full responsibility for the shipment under the

terms and conditions of the bill of lading. Your mover is responsible for the

charges for re-delivery, handling, and storage until it makes final delivery. Your

mover may limit its responsibility to the agreed-upon delivery date or the first day of

the period of delivery as specified in the bill of lading.

If you request your mover to hold your household goods in storage-in-transit and

the storage period is about to expire, your mover must notify you, in writing, about

the four following items:

1. The date when storage-in-transit will convert to permanent storage.

2. The existence of a nine-month period after the date of conversion to

permanent storage, during which you may file claims against your mover for

loss or damage occurring to your goods while in transit or during the

storage-in-transit period.

3. Your mover’s liability will end.

4. Your property will be subject to the rules, regulations, and charges of the

warehouseman.

Your mover must make this notification at least ten days before the expiration date

of one of the following two periods of time:

1. The specified period of time when your mover is to hold your goods in

storage.

2. The maximum period of time provided in its tariff for storage-in-transit.

Your mover must notify you by fax transmission, overnight courier, e-mail; or

certified mail with return receipt requested, or in person.

If your mover holds your household goods in storage-in-transit for less than ten

days, your mover must notify you, one day before the storage-in-transit period

expires, of the same information specified above.

Your mover must maintain a record of all notifications to you as part of the records

of your shipment. Under the applicable tariff provisions regarding

storage-in-transit, your mover’s failure or refusal to notify you will automatically

extend your mover’s liability until the end of the day following the date when your

mover actually gives you notice.

At the time of delivery, your mover will expect you to sign a receipt for your

shipment. Normally, you will sign each page of your mover’s copy of the inventory.

Your mover’s delivery receipt or shipping document must not contain any language

purporting to release or discharge it or its agents from liability.

Your mover may include a statement about your receipt of your property in

apparent good condition, except as noted on the shipping documents.

discharge your mover or its agents from liability. Strike out such language before

signing, or refuse delivery if the driver or mover refuses to provide a proper delivery

receipt.

On a binding estimate, the maximum amount is the exact estimate of the charges,

plus the cost of any additional services that you requested after the contract was

executed that were not included in the estimate, and any charges for impracticable

operations, not to exceed 15 percent of all other charges due at delivery. Your

mover must specify on the estimate, order for service, and bill of lading the form of

payment acceptable to it (for example, a certified check).

On a non-binding estimate, the maximum amount is 110 percent of the

approximate costs, plus the cost of any additional services that you requested after

the contract was executed that were not included in the estimate, and any charges

for impracticable operations, not to exceed 15 percent of all other charges due at

delivery. Your mover must specify on the estimate, order for service, and bill of

lading the form of payment acceptable to it (for example, cash).

Although all movers try to move each shipment on one truck, it becomes

necessary at times to divide a shipment among two or more trucks. This frequently

occurs when an automobile is included in the shipment and it is transported on a

vehicle specially designed to transport automobiles. When this occurs, your

transportation charges are the same as if the entire shipment moved on one truck.

If your shipment is divided for transportation on two or more trucks, the mover may

require payment for each portion as it is delivered.

Your mover may delay the collection of all the charges until the entire shipment is

delivered, at its discretion, not yours. When you order your move, you should ask

the mover about its policies in this regard.

Movers customarily make every effort to avoid losing, damaging, or destroying any

of your items while your shipment is in their possession for transportation.

However, despite the precautions taken, articles are sometimes lost or destroyed

during the move.

In addition to any money you may recover from your mover to compensate for lost

or destroyed articles, you may also recover the transportation charges represented

by the portion of the shipment lost or destroyed. Your mover may only apply this

paragraph to the transportation of household goods. Your mover may disregard

this paragraph if loss or destruction was due to an act or omission by you. Your

mover must require you to pay any specific valuation charge due.

If you pack a hazardous material (for example, gasoline, aerosol cans, motor oil)

and your shipment is partially lost or destroyed by fire in storage or in the mover’s

trailer, your mover may require you to pay for the full cost of transportation.

If your mover chooses, your mover may first collect its freight charges for the entire

shipment.. At the time your mover disposes of claims for loss, damage, or injury to

the articles in your shipment, it must refund the portion of its freight charges

corresponding to the portion of the lost or destroyed shipment (including any

charges for accessorial or terminal services).

Your mover is forbidden from collecting, or requiring you to pay, any freight

charges (including any charges for accessorial or terminal services) when your

or destruction was due to an act or omission by you.

Your mover must multiply the percentage corresponding to the delivered shipment

times the total charges applicable to the shipment tendered by you to obtain the

total charges it must collect from you.

If your mover’s computed charges exceed the charges otherwise applicable to the

shipment as delivered, the lesser of those charges must apply. This will apply only

to the transportation of your household goods.

Your mover must require you to pay any specific valuation charge due.

Your mover may not refund the freight charges if the loss or destruction was due to

an act or omission by you. For example, you fail to disclose to your mover that

your shipment contains perishable live plants. Your mover may disregard its loss

or destruction of your plants, because you failed to inform your mover you were

transporting live plants.

Your mover must determine, at its own expense, the proportion of the shipment,

based on actual or constructive weight, not lost or destroyed in transit.

Your rights are in addition to, and not in lieu of, any other rights you may have with

respect to your shipment of household goods your mover lost or destroyed, or

partially lost or destroyed, in transit. This applies whether or not you have

exercised your rights provided above.

It applies to all shipments of household goods that involve a balance due freight or

expense bill or are shipped on credit.

At the time of payment of transportation charges, your mover must give you a

freight bill identifying the service provided and the charge for each service. It is

customary for most movers to use a copy of the bill of lading as a freight bill;

however, some movers use an entirely separate document for this purpose.

Except in those instances where a shipment is moving on a binding estimate, the

freight bill must specifically identify each service performed, the rate or charge per

Movers’ tariffs customarily specify that freight charges must be paid in cash, by

certified check, or by cashier’s check. When this requirement exists, the mover will

not accept personal checks. At the time you order your move, you should ask your

mover about the form of payment your mover requires.

Some movers permit payment of freight charges by use of a charge or credit card.

However, do not assume your nationally recognized charge, credit, or debit card

will be acceptable for payment. Ask your mover at the time you request an

estimate. Your mover must specify the form of payment it will accept at delivery.

If you do not pay the transportation charges at the time of delivery, your mover has

the right, under the bill of lading, to refuse to deliver your goods. The mover may

place them in storage, at your expense, until the charges are paid. However, the

mover must deliver your goods upon payment of 100 percent of a binding estimate,

plus the cost of any additional services that you requested after the contract was

executed that were not included in the estimate, and any charges for impracticable

operations, not to exceed 15 percent of all other charges due at the time of

delivery.

If, before payment of the transportation charges, you discover an error in the

charges, you should attempt to correct the error with the driver, the mover’s local

agent, or by contacting the mover’s main office. If an error is discovered after

payment, you should write the mover (the address will be on the freight bill)

explaining the error, and request a refund.

Movers customarily check all shipment files and freight bills after a move has been

completed to make sure the charges were accurate. If an overcharge is found, you

should be notified and receive a refund. If an undercharge occurred, you may be

billed for the additional charges due.

On ‘‘to be prepaid’’ shipments, your mover must present its freight bill for all

transportation charges within 15 days of the date your mover delivered the

shipment. This period excludes Saturdays, Sundays, and Federal holidays.

On ‘‘collect’’ shipments, your mover must present its freight bill for all

transportation charges on the date of delivery, or, at its discretion, within 15 days,

calculated from the date the shipment was delivered at your destination. This

period excludes Saturdays, Sundays, and Federal holidays. (Bills for additional

charges based on the weight of the shipment will be presented 30 days after

delivery; charges for impracticable operations not paid at delivery are due within 30

days of the invoice.)

Your mover’s freight bills and accompanying written notices must state the

following five items:

1. Penalties for late payment.

2. Credit time limits.

3. Service or finance charges.

4. Collection expense charges.

5. Discount terms.

If your mover extends credit to you, freight bills or a separate written notice

accompanying a freight bill or a group of freight bills presented at one time must

state, ‘‘You may be subject to tariff penalties for failure to timely pay freight

charges,’’ or a similar statement. Your mover must state on its freight bills or other

notices when it expects payment, and any applicable service charges, collection

expense charges, and discount terms.

When your mover lacks sufficient information to compute its tariff charges at the

time of billing, your mover must present its freight bill for payment within 15 days

following the day when sufficient information becomes available. This period

excludes Saturdays, Sundays, and Federal holidays.

Your mover must not extend additional credit to you if you fail to furnish sufficient

information to your mover. Your mover must have sufficient information to render

a freight bill within a reasonable time after shipment.

When your mover presents freight bills by mail, it must deem the time of mailing to

be the time of presentation of the bills. The term ‘‘freight bills,’’ as used in this

paragraph, includes both paper documents and billing by use of electronic media

such as computer tapes, disks, or the Internet (e-mail).

When you mail acceptable checks or drafts in payment of freight charges, your

mover must deem the act of mailing the payment within the credit period to be the

proper collection of the tariff charges within the credit period for the purposes of

Federal law. In case of a dispute as to the date of mailing, your mover must accept

the postmark as the date of mailing.

On ‘‘collect-on-delivery’’ shipments, your mover must present its freight bill for

transportation charges within 15 days, calculated from the date the shipment was

delivered at your destination. This period excludes Saturdays, Sundays, and

Federal holidays. (Bills for additional charges based on the weight of the shipment

will be presented 30 days after delivery; charges for impracticable operations not

paid at delivery are due within 30 days of the invoice.)

Your mover must present a freight bill within 15 days (excluding Saturdays,

Sundays, and Federal holidays) of the date of delivery of a shipment at your

destination. (Bills for additional charges based on the weight of the shipment will

be presented 30 days after delivery; charges for impracticable operations not paid

at delivery are due within 30 days of the invoice.)

Your mover must provide in its tariffs the following three provisions:

1. A provision indicating its credit period is a total of 30 calendar days.

2. A provision indicating you will be assessed a service charge by your mover

equal to one percent of the amount of the freight bill, subject to a $20

minimum charge, for the extension of the credit period. The mover will

assess the service charge for each 30-day extension that the charges go

unpaid.

3. A provision that your mover must deny credit to you if you fail to pay a duly

presented freight bill within the 30-day period. Your mover may grant credit

to you, at its discretion, when you satisfy your mover’s condition that you will

pay all future freight bills duly presented. Your mover must ensure all your

payments of freight bills are strictly in accordance with Federal rules and

regulations for the settlement of its rates and charges.

Should your move result in the loss of or damage to any of your property, you have

the right to file a claim with your mover to recover money for such loss or damage.

You should file a claim as soon as possible. If you fail to file a claim within

9 months, your mover may not be required to accept your claim. If you institute a

court action and win, you may be entitled to attorney’s fees if you submitted your

claim to the mover within 120 days after delivery or the date delivery is scheduled

(whichever is later); and (1) the mover did not advise you during the claim

settlement process of the availability of arbitration as a means for resolving the

dispute; (2) a decision was not rendered through arbitration within the time

required by law; or (3) you are instituting a court action to enforce an arbitration

decision with which the mover has not complied.

While the Federal Government maintains regulations governing the processing of

loss and damage claims (49 CFR Part 370), it cannot resolve those claims. If you

cannot settle a claim with the mover, you may file a civil action to recover your

claim in court under 49 U.S.C. 14706. You may obtain the name and address of

the mover’s agent for service of legal process in your State by contacting FMCSA.

You may also obtain the name of a process agent via the Internet. Go to

http://www.fmcsa.dot.gov then click on Licensing and Insurance (L&I) section.

In addition, your mover must participate in an arbitration program. As described

earlier in this booklet, an arbitration program gives you the opportunity to settle

certain types of unresolved loss or damage claims and disputes regarding charges

that were billed to you by your mover after your shipment was delivered through a

neutral arbitrator. You may find submitting your claim to arbitration under such a

program to be a less expensive and more convenient way to seek recovery of your

claim. Your mover is required to provide you with information about its arbitration

program before you move; if your mover fails to do so, ask the mover for more

details.

1. The terms and conditions you negotiated before your move.

2. The terms and conditions you accepted when you signed the bill of lading.

3. The terms and conditions you accepted when you signed for delivery of your goods. You have the right to take your mover to court. We require your mover to offer you arbitration to settle your disputes with it. If your mover holds your goods ‘‘hostage’’ - refuses delivery unless you pay an amount you believe the mover is not entitled to charge - FMCSA does not have the resources to seek a court injunction on your behalf.