Residential Moving FAQs

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When is the best time to move and when should I call?

If there is a choice, we suggest you select a time other than summer, the end of the month or the end-of-year holidays. The heaviest demands are placed on vans, equipment and personnel during these periods.

If the move can be scheduled for a time when vans and trained personnel are more readily available, we’ll be better able to meet your preferred delivery schedule.

The earlier you can call the better. Although the actual van assignment may not be made until a few days before your move, it’s wise to give your moving company from four to six weeks’ notice, if possible. The more lead time you can give, the more likely we will be able to meet your delivery schedule.


Do you move locally?

Yes. We can move you locally, within the same state, interstate (between states) and internationally.


Why do I need an in-home estimate?

Allowing us to enter your home to see what will be moving gives us the best opportunity to give you and accurate estimate or binding price.  During an in-home estimate, a Horizon Move Consultant will visit your home and estimate the weight and size of all of your belongings that you will be moving. They’ll also discuss move details such as dates, packing services, etc., and address any questions you may have. At the end of the visit, your salesperson will draft a customized written estimate for your review.

Although others say it might be, an over the phone estimate will not be accurate!


The in-home survey can last anywhere from 30 minutes to two hours. This will depend upon the size of your home and the parameters of your move, as well as the number of questions that you may have of us. We suggest that you allow an ample amount of time, as the more information that we have about your move, the better service we will be able to provide.

How long will my in-home survey take?


What types of payments to you accept?

Most moves require payment upon delivery by cash, certified check, money order or credit card. Discuss these options with your Moving Consultant to select the one that works best for you. In the event that your employer is paying for the move, the employer may pre-arrange to be billed via invoice. Whatever payment option best meets your needs, please be sure that all the arrangements are made before your belongings are packed and loaded.


Contact your move coordinator if you need to add or subtract any items from your move plan. He/she can assist you with any changes or updates. Keep in mind your cost estimate may change.

I need to add or remove items from my estimate. What should I do?


Of course! Contact your move coordinator as soon as you can if your move dates have changed. He/she can process any changes to your plan and discuss updates. Keep in mind that your estimate may change depending on the dates you selected.

I need to change my move date, is this possible?


You can pack yourself; we can even provide all of the necessary items.

Can I pack myself?


There are two coverage options during your upcoming move. If you have more questions, feel free to contact either your Move Consultant or Move Coordinator.

Full Value Protection (FVP)

When the full replacement protection of FVP is desired, you should select the level of protection that covers the total value of your belongings. At a minimum, the value you declare must be equal to $6.00 per pound. Replacement, if necessary, is at today’s full replacement cost, not a deprecated value.

Basic Liability

There is no charge for Basic Liability protection. However, it provides repair or replacement up to a maximum of $.60 per pound per article for interstate moves and up to $.30 per pound per article for local moves.

Is the minimum level enough?

The level of protection you actually need for you household belongings may be greater than minimum levels based on your total shipment weight. Consult your homeowner’s or renter’s insurance policy for recommended coverage levels. If you desire full replacement coverage, you must request Full Value Protection in writing on the Bill of Lading in the valuation section.

What coverage should I choose for my move?


A non-binding estimate requires you to pay based on the actual weight of your shipment and the actual services performed. There is no limit. A binding estimate is a price that is guaranteed unless additional services are performed that are not specifically listed on your paperwork. You must complete additional paperwork for any items to be added to your shipment or to have additional services provided.

What is the difference between a binding and non-binding estimate?


You must be at your residence at the beginning of your move and also at the end to ensure that all services are performed and that the paperwork is properly filled out. We do not require you to be present throughout the entire move, but suggest that you are there as much as possible, as questions can arise at any time. If you cannot be present at the end of the move, you may appoint your agent to sign on your behalf.  Please make sure to have this in writing.

Do I have to be there when the movers come?


Plants and pets for obvious reasons can’t be loaded on the truck. There are several household items that are considered hazardous materials and cannot be moved with your other belongings. These include aerosols, gas cans, paints, varnish, corrosives, batteries, matches, nail polish and remover, ammunition, explosives, cleaning fluids and detergents. Please consult your Moving Consultant or Move Coordinator if you think you have anything else that may not be safe to transport on the truck.

Be sure to carry enough clothing, medications, toiletries, etc. to last from the load date until the last day of the delivery spread. We do suggest that you keep small valuables such as jewelry and family photographs and videos with you during the move.

Is there anything that I can’t have moved?


This depends on many factors, such as the time of year, weather conditions, size of your shipment, time required to load and unload, and the direction and distance your shipment is traveling.

Because the furnishings of the average household will not fill a truck, it is often necessary for two or more shipments to be loaded on the same van. Each shipment is carefully sectioned off from the others.

With the help of Horizon computer-assisted dispatching system, pickup and delivery dates are scheduled according to the origins and destinations of individual shipments on the truck, as well as shipment weight.

When your move is first booked, it is difficult to estimate exactly when the driver will arrive at your home. We will give you a range of between 1 to 4 days during which the driver will arrive. You will receive notification one day in advance of the day that the driver will arrive at your home to load your belongings.

Before your belongings are loaded on the truck, you and your moving consultant will agree on a delivery spread of anywhere from 1 to 10 days, depending upon the distance of your move and the size of your shipment. You, or someone you have designated on your United paperwork to take your place, must be present to accept delivery and pay all charges. In the event that no one is available, your shipment could be placed in storage at an additional charge. Be sure that you give your moving consultant telephone numbers where you can be reached throughout the move.

How long does it take before I get my belongings?


Feel free to call your Move Coordinator at any time throughout your move! Our experienced Coordinators can answer any questions or at least get the answers to any questions that you may have. We will have an average of 30 people at Horizon and United involved during the course of your move, so this single source communication is the best route to go.

Who can I call if I have questions while my belongings are being shipped?


We cannot accept responsibility for safely moving your plants, as chances are, they will suffer from a lack of water and light as well as probable temperature changes while in the van. They may also contain items that could contaminate the rest of your shipment.

You may want to transport your houseplants in the family car or ship them by plane. Some states prohibit the entry of all plants, while other states will admit plants under certain conditions; still others have no plant regulations. Be sure to check the regulations of the state to which you’re moving.

Can I take plants? If no then what do I do with them?


Appliances such as washers, dryers and refrigerators must be disconnected, and the washer must have a stabilizer installed. Your Moving Consultant can refer or schedule an appropriate professional Horizon partner to perform these services.

Should anything be done to my appliances to prepare them for moving?


It is possible to transport your automobile with the rest of your belongings—provided there’s enough room. Please consult your Moving Consultant for more information.

Can you take my car in the van with the household goods?


They sure can, if you are unable to take immediate possession of your new residence, your belongings can be stored in the Horizon Warehouse. As a partner of United, you also have access to agents throughout the world that can provide safe storage facilities for holding your goods until you’re ready for them. However, you are responsible for the storage charges, as well as warehouse handling and final delivery charges from the warehouse.

If your goods are placed in storage, there will also be an additional charge for the valuation or insurance coverage provided for your shipment. The type of coverage and cost will depend upon whether the shipment is held in storage-in-transit (temporary) or in permanent (long-term) storage.

Can my possessions be stored temporarily?