We understand that you may have a lot of questions about our operations and what we are doing to keep our customers and our Pros safe. We want you to know that our top priority is your safety, as well as the safety of the Pros who work with us, and we are taking proactive measures to provide extra support in these uncertain times.

Here are answers to some of the most common questions about how we're handling COVID-19.

We are actively communicating with the workers on our platform to ensure they’re taking every precaution to remain healthy and safe. This includes

• Offering contact-free moving options (to opt in, select this at checkout)
• Practicing CDC recommended hand-washing techniques and other prevention methods
• Requiring all Pros to wear masks while on the job
• Staying home if they’re showing any symptoms of illness (whether related to COVID-19 or not)
• Cleaning and disinfecting the moving equipment

We’re asking customers to follow basic protocol related to social distancing. This includes

• Maintaining a 6-foot distance from movers and drivers as they work
• Refraining from any participation in the move
• Cleaning furniture that is being moved (before your movers arrive)
• Disinfecting items that have been padded and wrapped once they’re unwrapped
• Disposing of all packing materials once the move is complete

If you believe someone on your team is exhibiting symptoms, please notify our Customer Care Team right away. Simply pause the move, ask your team to wait outside, and call our Care Team at 1 (877) 541-0875.

According to the CDC, COVID-19 symptoms do not include itchy nose or sneezing. For up-to-date information on COVID-19, please visit the CDC site. If you have any questions, please feel free to reach out to our Customer Care Team at 1 (877) 541-0875.

If a Bellhop Pro or customer lets us know of a positive COVID test, we will notify individuals who may have been exposed.

In conclusion, we will continue to vigilantly monitor the situation and take actions as needed. We will update this FAQ regularly, but please feel free to reach out to us at 1 (855) 968-0730 with any questions. Since day 1, we’ve been focused on creating a sense of trust and peace of mind. In a trying time like this, our commitment to this is even stronger. No matter what happens—we got you.

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.

To order packing supplies, visit our packing supplies page.

The Build-Your-Own package empowers you to create the service offering that's best for you. When you enter your address and inventory, our experience from over 200,000 moves tells us which of our packages is the best fit for you. But if you notice you need something a little different than the recommended package, the Build-Your-Own service might do the trick.

With this package, you can increase or decrease the number of movers, trucks and drivers, and labor hours you reserve. This package is billed using our prorated pricing model. This means if you reserve more than our two hour minimum, at the two hour mark, you will then be charged in prorated increments—but only for the time you use.

Please note that reducing the number of movers can prolong the move and increase its cost, so make sure to book what you need. Since you're charged only for the time you actually use, we recommend reserving an hour more than you think you will need, just in case.

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 Bellhop-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).

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 one hour for one address moves, and two hours for two-plus address moves.

This to-the-minute billing gives you the most flexibility, rather than charging you in large chunks of time you 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.

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. This is when you’re charged a 5 percent deposit for your service. If you have to cancel after Bellhop collects this deposit, it will not be returned.

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. This is when you’re charged a 5 percent deposit for your service. If you have to cancel after Bellhop collects this deposit, it will not be returned.

If you've purchased move insurance, you'll receive an email with policy and contact information. You can also review the policy in its entirety here.

If you did not purchase move insurance, your move falls under the complimentary $.60/pound policy. You can find the full details of the claim process for this policy in Section Eight of our Terms of Service. Generally, this policy means you're reimbursed $.60/pound for covered items damaged by Bellhop during your move. For structural damages, we offer the reasonable market repair costs for the localized damaged area.

To ensure that your pros are available for the duration of your move, booking adequate time is encouraged.

If your move is priced using the prorated pricing model, the following policy applies: - 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.

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 Bellhop is responsible for damages or missing items, here's what to do:

If you purchased insurance, email Centerline at claims@centerlinepc.com, or give them a call at 833-236-8371.

If you did not purchase insurance, please start a claim on your dashboard. Soon after, you will receive a link to our Damage Claim form and have 5 business days from the date of your move to file your claim. Please keep all damaged items until the claims process has been resolved.

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 Bellhop is responsible for damages or missing items, here's what to do:

If you purchased insurance, email Centerline at claims@centerlinepc.com, or give them a call at 833-236-8371.

If you did not purchase insurance, please start a claim on your dashboard. Soon after, you will receive a link to our Damage Claim form and have 5 business days from the date of your move to file your claim. Please keep all damaged items until the claims process has been resolved.

If you are unable to file your claim within 5 business days of your move date, please do the following:

If you purchased insurance through Centerline: Centerline requires claims to be filed within five days. If this is impossible for you, please reach out to them (claims@centerlinepc.com) to ask for another option.

If you did not purchase insurance though Centerline: Contact quality@bellhop.com. The Claims team will review the situation and get back to you within 1 to 2 business days.

For customers who purchased insurance through Centerline, claims are processed five business days after they are filed.

For customers who did not purchase insurance, Bellhop 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 Bellhops, they are still required to submit your Claim form within 5 business days from the date of their move.