FAQ's
Have a Question? Don’t Worry We Have All Your Answers
Before You Book
We do our best to make every move happen. If we don’t service one or more locations, you can book hourly services, like loading, unloading, or driving services at the locations we do service. For long distance moves, you must call a representative to receive an accurate estimate.
We provide a variety of packages, including truck move options. If you reserve a move with a truck, we’ll provide a driver and a set of tools on the truck, as well as blankets to pad and wrap your furniture. However, we do not offer packing services, so we request that all items be packed prior to the move.
We can outfit your move with a driver and one or more trucks. The trucks we use are as large as 26-feet long, have 1,600 square feet of storage, and require 14′ of clearance. In some cities, we offer a 16-foot truck option in case of smaller inventory.
If you are booking a 26-foot truck, we recommend having at least 40 feet of space available where the truck will be parked to allow plenty of space for a ramp.
In most cases, moving with the trucks on our platform—which are insured, maintained, and stocked with moving equipment—can be cheaper, more efficient, and provide more peace of mind. If you prefer to provide and drive your own moving truck, simply select our Moving Labor services. You’ll still get the mind-blowing customer service we’re known for.
Please note, your pros cannot drive or park your rented or personal truck. And, since our tools are stocked on our trucks, your pros will not have tools with them. For best results, please rent moving equipment along with the truck you rent—tools such as dolly, pads, wrap, straps—to prevent damages and make the move more efficient.
If your order contains hourly labor services, your team will not come equipped with tools. Our pros are skilled at moving, not out-of-the-box assembly. However, as long as you have the tools and instructions, they will be willing to help (though we cannot disassemble or re-assemble equipment like ellipticals, large items like bunk beds, or electronics).
If you ordered a local or long-distance move with a LIOO Moving-provided truck, the pros will be equipped with a tool set and moving equipment, such as dollies and blankets. As in hourly labor services, our pros are skilled at moving, not new, out-of-the-box furniture assembly. However, as long as you have the tools and instructions, they will be willing to help (though we cannot disassemble or re-assemble equipment like ellipticals, large items like bunk beds, or electronics).
Booking and Payment
We can schedule moves with as little as one day’s notice. If you need to move today or tomorrow, contact us, and we’ll do our best to accommodate your last-minute needs. In order to guarantee your reservation, book greater than three days out. Though we accept bookings under three days, we can’t guarantee those moves until we staff them.
If your move falls under the prorated pricing process (meaning, if it is not a long-distance move or billed independently), your estimate has been calculated based on the amount of time you reserved. If your service is completed before the minimum is reached, then you will pay the minimum amount. The minimum is two hours for movers only, and two hours for movers and a truck.
This to-the-minute billing gives you the most flexibility, rather than charging you in large chunks of time whose full duration you may not need. Finally, if you booked a local move, travel time between locations is considered billable during your move, so please be sure to consider that when scheduling.
Should your service extend beyond the minimum, you will pay for the amount of time your service requires.
We accept all major credit cards, as well as digital payments through Apple Pay and Google Pay, so you don’t have to worry about having cash on move day. We do not accept cash or check, though you are welcome to tip using either cash or your preferred payment method.
Deposit
All reservations are required to have a card on file. We place a temporary hold on your payment method for the estimated balance of your move. You will NOT be charged until your move is over, but if you cancel your move less than forty-eight hours… you will be charged the cancellation fee immediately. Also if you booked with less than forty-eight hours notice, your deposit (10%) will be forfeited.
Final Payment
Your final, updated bill will be charged immediately after you confirm your total to ensure justification.
If you cancel your move, your bank will release the total hold. If your final bill costs less than your estimate, your bank will release the difference between your cost and estimate. Typically, banks release these funds in about three to five business days.
Yes. We accept one coupon per order, which you may apply up until final payment has been processed.
The following applies to all local moves:
Should you need to cancel your service, you can do so free of charge in the first 48 hours after booking. If you cancel after 48 hours, we will charge a 10 percent deposit of the estimate for your service. If you have to cancel after LIOO Moving collects this deposit, it will not be returned.
If you cancel within 72 hours of your reservation date, you will forfeit your previously collected 10% deposit and be charged a $200 late cancellation fee.
The following applies to all long-distance moves:
Should you need to cancel your service, you can do so free of charge in the first 48 hours after booking. This is when you’re charged a 10 percent deposit of the estimate for your service. If you have to cancel after LIOO Moving collects this deposit, it will not be returned.
We are proud to offer flexible reschedules. For local moves, you can reschedule at any time after booking and just pay the difference in the hourly rate for the new reservation date and time. However, if you reschedule within 72 hours of your reservation date, we apply a $50 reschedule fee to the order.
For long-distance moves, please contact your assigned Move Coordinator to reschedule your reservation. Moves that are rescheduled within 72 hours of the reservation day are subject to a $200 rescheduling fee.
Yes, we understand situations come up putting customers in a bad predicament! If we have availability, we allow customers to book with a last minute fee ($50.00) attached to your final bill.
What To Expect On Moving Day
Your service team lead has your phone number and will contact you prior to the service. If you need to initiate contact, please do so by calling our customer care team at 1 (888) 611 5351.
For your safety, LIOO Moving prohibits customers from actively participating in the moving process. Our insurance prohibits us from allowing customers onto truck ramps, lift gates, or inside of the truck. LIOO Moving cannot be responsible for injuries or damages that occur because of, or on behalf of, a customer’s or non-customer’s actions.
To ensure that your pros are available for the duration of your move, booking adequate time is encouraged.
- If your move runs long, you will pay for the amount of time your move requires, which is calculated in increments of one minute.
- If your move is priced as a flat-rate move, you’ll only be charged the rate you agreed to at booking.
Our prorated moves include moving labor, the complete home move, and the build-your-own packages. Note: long-distance moves are priced using a flat-rate, so no charge is incurred if the move runs long
Some of our pros are allergic to certain pets, so regardless of whether your pets will be present on move day, we like to make the pros aware of this. Please let us know if you are a pet owner. We encourage you to find a pet-sitter for move day or reserve a closed room in the home where they can stay undisturbed.
We continually monitor weather conditions and respond when your move may be affected. In cases of severe weather, when other service providers pause operations, we talk with you to reschedule your move. When the inclement weather is less severe, we coordinate with you and your move team to judge the best course of action. Of course, the safety of you and your move team is most important; if you’re concerned about weather on your move day, please call us at 1 (888) 611 5351.
We strive to take care of you throughout every stage of your move. In the unfortunate event that something gets damaged or lost in the process, it is our policy to make sure we address the situation and resolve it in a fair and timely manner.
If you believe LIOO Moving is responsible for damages or missing items, here’s what to do: E-mail: contact@lioomoving.com and our claims team will review the situation and get back to you within 1 to 2 business days.
When your move is complete
The easiest way to tip your pros (via. CashApp, Zelle, Venmo, PayPal, etc.) Standard tipping amounts range from 5 percent to 20 percent of your total, per each mover.
If you are unable to file your claim within 5 business days of your move date, please do the following:
E-mail: contact@lioomoving.com. The Claims team will review the situation and get back to you within 1 to 2 business days.
For customers who did not purchase insurance, LIOO Moving typically processes claims within one to two business days. Since every situation is unique, it may take longer to resolve some claims. The Claims team will remain in contact with customers throughout the process and work diligently to resolve the issue in a timely manner. Please note that we cannot begin processing a claims until the move balance has been paid. We place a hold on claims until the balance is paid, and then process the claim within 1 to 2 business days. Even if customers have an outstanding balance with LIOO Moving, they are still required to submit your Claim form within 5 business days from the date of their move.
Customers who book LIOO Moving for help loading a shared trailer or storage container are required to submit a completed LIOO Moving Claim Form within 5 business days of their move. LIOO Moving will only assume liability for damages to eligible items when the damages occur during the loading process (before the door closes on the shared trailer or storage container). LIOO Moving will not be liable for any damages that occur during transit.
We resolve claims in accordance with Section 8 of our Terms of Service, which is where you can find the LIOO Moving Damage Protection Policy. Under the policy, you may be eligible to recover from damages to your personal property at a rate of sixty (60) cents per pound ($.60/lb.), per item damaged, up to a maximum total claim for all eligible items of $1,000 per order for labor-only services or $2,000 per order for labor-and-truck services. For example, if a 100-pound dresser, valued at $300, is damaged during a move, you may be eligible to recover a total of $60 (100 pounds multiplied by 60 cents). For more information about our Damage Protection Policy, including any exclusions or limitations, please refer to Section 8 of our Terms of Service.
Please call 1 (888) 611 5351 and ask to speak to our Billing Department.