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FREQUENTLY ASKED QUESTIONS (FAQ's)

Q What information do you need to schedule my shipment?
A Your address (including zip code), phone numbers, and destination city and state are the primary informational items needed to get the moving process in motion. Other information, such as additional stops and unusual items to be shipped (cars, boats, tractors, etc.), also must be provided at this time.

Q If our schedule changes, whom should we notify and when?
A Call your move coordinator as soon as possible, even if you do not know the revised new move dates.

Q Are there any items that we cannot ship?
A Yes. Before your possessions are loaded, it is important to understand which items cannot be shipped because they represent a hazard or are perishable. Utilize this link to see a complete list of these "non-allowable" items.

Q How do you handle the transportation of firearms?
A The "Brady Bill", enacted in 1994, contains provisions governing the transportation of all firearms by common and contract carriers. The following procedures should be observed for all household goods domestic and international shipments containing any firearms including (but not limited to) handguns.

1. No markings should be made on the outside of the box or container indicating that a firearm is inside.
2. Firearms must be listed on the descriptive inventory, including make, model, and serial number.
3. At the time of delivery of a firearm, a written receipt must be obtained. On the exception portion of the descriptive inventory corresponding with the description of the firearm, the van operator must write "received". Both the customer and the van operator will then sign that line on the inventory, as well as in the appropriate signature blocks at the bottom of the inventory.
4. If a firearm is noted as not having been delivered or is excepted as missing by the receiving party on the exception sheet, notify us immediately.
5. Firearms must be emptied of all ammunition by the owner and all safety locks in place. McCollister's cannot move any ammunition. It is the owners responsibility to make arrangements for the safe handling of ammunition.
   
   Note: If you are traveling by airline to your destination and intend to take your firearms with you on the aircraft, you must check with the individual airlines to obtain the carrier's firearm policy.

Q Do I have to be present for all phases of the move process?
A Yes, because you are the most important participant in the move.

• You will need to be present during all phases of the move - the premove survey, packing, loading, and unloading - to assure that all items which you intend to transport are surveyed, packed, loaded, and delivered.
• You will need to do a final walk-through at both origin and destination in order to:
  • Make sure that everything has been loaded (origin)
  • Make sure that there is no damage to the residence (origin or destination)
  • If there is damage, exceptions MUST be noted on the paperwork prior to the driver's or packing crew's departure, or the claim will be denied.
• You will need to sign all paperwork at both origin and destination.

Q When will the moving crew arrive on loading day?
A Unless prior arrangements have been made, expect the moving crew to arrive by approximately 10:00 a.m.

• The move coordinator will be in contact with you prior to the pack and load days in order to notify you of the time when the crews will be arriving.
• The driver may also contact you directly to inform you of his schedule.

Q If our new home is not ready to move into, can we store our household goods?
A Yes, you will be able to store your belongings at either origin or destination based on the best situation for you and your family. Ideally, storage arrangements should be made and finalized prior to the beginning of the move process. If storage is needed, storage arrangements can still be made through us, and payment arrangements can be made if necessary.

Q Will McCollister's move high value items from my home?
A Yes; however, United must be advised in writing that they are being included in your shipment. High value inventory forms are provided by McCollister's, and you should receive one at the time that the visual survey is done. If for some reason you do not receive the form, please notify your coordinator and one will be provided for you. This form needs to be filled out "before" the first crew's arrival to your residence. Appraisals, at your expense, may also be required. For a better understanding of the type of items considered to be "high value" in nature, please use this link to see a list of such items of extraordinary value.

Q What should I do in the event of a claim or damaged item?
A First, bring the damage to the driver's attention. Second, you should contact the move coordinator that is handling your move and make them aware of the problem. A claim form will then be mailed to you, or you will be forwarded to the appropriate claims manager for assistance. If you need a claim form immediately, utilize this link for a printable Claim Form.
The following information for an item will be needed when filing your claim:

• Inventory tag number.
• Description\name of the item (including brand name).
• The nature and extent of damage, or if the item is missing.
• The original cost of the item.
• The year that item was purchased.
• The value that you are placing on the item\the amount which you are claiming.

DO NOT DISCARD ANY ITEM (INCLUDING ANY PACKAGING) THAT IS DAMAGED UNTIL A REPRESENTATIVE HAS HAD THE OPPORTUNITY TO INSPECT THE ITEMS. FAILURE TO HAVE ITEMS AVAILABLE FOR INSPECTION BY A 3RD PARTY CONTRACTED BY THE VANLINE COULD RESULT IN THE DENIAL OF THE CLAIM.

Q When will the household goods inventory take place?
A Immediately prior to loading, the driver will inventory, and he or she will note any unusual damage or wear to the household goods. The purpose is to make a record of the condition of each item. You have the right, and should be present at this time, to ask any questions, and view the items to which he or she is taking exception to. You also have the right to make any notations which you feel are appropriate on the paperwork.

After completing the inventory, the driver will sign the paperwork and ask you to sign each page. It is important that before signing, you make sure that the inventory lists all items in your shipment and that the entries regarding the condition of your items are correct. You have the right to note any disagreement that you may have. This can be noted in the "exceptions" space, which is located on the paperwork next to the item that is listed or you can make notes in the space provided at the bottom of the inventory sheet for "remarks\exceptions". When your shipment delivers and check-off is complete, your ability to collect from the mover on any loss or damage may depend on the notations which you make.

The driver will provide you with your own copies of the Bill of Lading and a copy of each page of inventory. This paperwork is the "receipt" for your goods.

At the time that your shipment is delivered, it is the transferee's responsibility to check items delivered against the items listed on your inventory as they come into your new home. If new damage is discovered, make record of it on the inventory form. Call the damage to the attention of the driver, and request that a record be made on the driver's copy of the inventory. The driver does not have to be the one to note a damage or exception on the paperwork - you can, and have the right, to make any notations or exceptions that you believe are appropriate.

After the complete shipment is unloaded, the driver will request that you again sign the driver's copy of the inventory to show that you received all items that were listed. Do not sign until you have assured yourself that it is accurate and that the proper notations have been entered regarding any missing or damaged items. When you sign the inventory, you are giving the driver a receipt for your goods. Again, the driver will give you a copy of the completed inventories and Bill of Lading at destination. Please be sure to retain both the origin and destinations copies of the paperwork for your records.

Q What is included in the carrier's unpacking service?
A Unpacking includes the carrier removing your belongings from the containers and placing them on a flat surface. The transferee is then responsible for putting the items away. For example, when a dish pack from the kitchen is unpacked, the items will be unwrapped and placed on any available counter space or table tops, and the packing paper and carton will be removed. The unpacker is not responsible for putting things into their final storage place.

If you decide to handle the unpacking yourself, McCollister's can provide carton pick-up for you, but it is an additional cost. Contact your order coordinator when you are ready to have the cartons removed, and arrangements will be made. Usually, boxes will be picked up within two to four days following notification. Carton pick-up consists of the mover removing just the used packing boxes and packing paper from your move, they should not be asked to remove other debris.

Q Am I, as the transferee, required to handle and sign all of the paperwork, and make sure that the condition reports are correct, or since this is a company relocation will they handle that?
A As the transferee, you are the one responsible for handling all paperwork- THESE ARE YOUR POSSESSIONS. Just as you do in your profession, when you act as an agent for your company, you must make sure all documentation is complete and correct, as well as assure that all items are accounted for. It is your responsibility to make sure that these elements are handled correctly during your relocation. If you have any questions please contact your move coordinator for clarification and explanation. Your signatures, exceptions, and notations on documentation are very important.