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We’ve Got Your Back, NYC
Clear guarantees before your move, and a straightforward claims process if anything goes wrong.
Moving in New York can involve a lot more than getting boxes from Point A to Point B. Building requirements, tight schedules, traffic, pickup windows, delivery timing — there’s plenty to coordinate before the first box even leaves your apartment.
At Shleppers, we believe you should know what to expect. That means a clear written estimate, straightforward scheduling, and a team that keeps you updated throughout your move. And in the rare event that something is lost or damaged, you’ll know exactly who to contact and what happens next.
What You Can Expect From Shleppers
A Clear, Written Estimate
No guessing what you signed up for.
Every Shleppers estimate is provided in writing after a physical or virtual survey, with transportation and accessorial charges clearly listed so you know what to expect before Move Day.
Transparent Scheduling
You’ll receive a firm pickup date and a delivery spread window, helping you coordinate the rest of your Move Day — from building access and elevator reservations to everything else on your schedule.
When applicable, we’ll also provide at least 24 hours’ advance notice before delivery.
Communication Throughout Your Move
NYC moving plans sometimes change. Traffic happens. Building schedules shift. When something affects your move, you shouldn’t be left wondering what’s going on. We commit to acknowledging every call and message promptly, with status updates throughout pickup, transit, and delivery.
Before Move Day, your sales representative is your primary point of contact. Once your move is underway, Shleppers Dispatch provides ETAs and en-route updates and remains available to coordinate changes.
If an unexpected delay, scheduling issue, or other change occurs, Shleppers Dispatch will contact you right away to help adjust the plan and keep you updated. Changes will be documented in writing, including updated dates or time windows and any effect on charges or guarantees.
Who Should I Contact?
You shouldn’t have to figure out who to call when you have a question. Here’s who to turn to at each stage of your move.
Before Move Day
Your Shleppers sales representative is your point of contact for questions about your move, paperwork, and written confirmations.
On Move Day or In Transit
Shleppers Dispatch is your resource for ETAs, en-route updates, scheduling changes, and other move-day questions.
If Something Is Lost or Damaged
Let your crew or foreman know immediately if you notice the issue while they are still on-site. If it cannot be resolved there, contact your sales representative or Dispatch that same day, then contact Customer Service to open a claim.
What to Do If Something Is Lost or Damaged
Shleppers’ claims-to-moves ratio is under 5%, but we know that even one damaged or missing item matters when it belongs to you. If you notice a problem, documenting it quickly helps our team begin working toward a resolution.
– 1 – Tell Your Crew or Foreman
Tell Your Crew or Foreman
If you notice loss or damage at delivery, point it out before the crew leaves. Note the issue on your inventory or delivery receipt and take clear photos. Keep the damaged item and its packing materials in case they are needed for inspection.
– 2 –Contact Shleppers
Contact Shleppers
Reach out to your sales representative, Dispatch, or Customer Service using the contact information provided on your bill of lading or confirmation. Our team will help you open a claim.
– 3 –Complete the Damage/Loss Claim Form
Complete the Damage/Loss Claim Form
Shleppers will send you a secure claim link. Complete the form with information about the item, its value, and the loss or damage.
– 4 –Submit Supporting Documentation
Submit Supporting Documentation
Include the requested photos and item information with your claim so our Claims Department has what it needs to begin its review.
– 5 –We’ll Review Your Claim
We’ll Review Your Claim
Our Claims Department reviews submitted claims and consults with upper management to determine a resolution. We’ll keep you updated by email, phone, and through our electronic claim portal.
Shleppers acknowledges your claim right away and aims to resolve most straightforward claims within approximately 4–10 days. By regulation, a written disposition will be provided within 120 days of receiving your claim.
Understanding Your Valuation Protection
How a claim can be resolved depends on the circumstances and the valuation protection selected for your move.
Full Value Protection
Full Value Protection is the default unless you waive it. Depending on the claim, Shleppers may:
- Have a qualified technician repair the item to its prior condition
- Reimburse the cost of repair
- Replace the item with one of like kind and quality
- Reimburse its current replacement cost, up to the declared shipment value
Released Value
If you select Released Value instead, settlement is limited to $0.60 per pound per article.
When an item’s exact weight is needed, Shleppers prefers manufacturer specifications or owner’s manuals. If those aren’t available, industry weight tables — such as the AMSA Joint Military/Industry Table of Weights — may be used as a nonbinding guideline.
Damage Claims: What You Need to Know
Moving claims come with some important details, but you shouldn’t have to dig through a wall of fine print to find them. Here are answers to some of the questions you may have.
What documentation should I submit with my claim?
Providing as much information as possible can help our Claims Department review what happened. Depending on the item and circumstances, this may include:
- Clear photos of the damage from multiple angles
- Photos of any damage to the carton or packing materials
- A wider photo showing where the item was placed
- Make, model, and serial number, when applicable
- Approximate age of the item
- Purchase receipt, invoice, or order confirmation, if available
- For a missing item, a photo or link to a comparable item online, if available
How long do I have to file a claim?
Written claims must be submitted within nine months of delivery. However, we strongly encourage you to submit any claim within 30 days of your move so our team can be as proactive as possible in working toward a resolution.
Is the claims process different for local and interstate moves?
No. Shleppers follows the same claims process for local and interstate moves.
What should I know if I pack my own belongings?
If you choose to pack items yourself, make sure they’re adequately protected for a move. Improper self-packing can limit Shleppers’ liability for resulting damage.
Liability may also be limited if perishable, dangerous, or hazardous materials are packed without informing the moving team.
Why should I check my belongings at delivery?
Check items against your inventory and document any new damage or missing belongings on the inventory or delivery receipt. Whenever possible, bring an issue to the crew’s attention before they leave.
Your ability to recover for lost or damaged belongings may depend on the notations made on your inventory or delivery paperwork.
How can a claim be resolved?
The outcome depends on the circumstances and the valuation protection selected for your move.
- Under Full Value Protection, a resolution may include repairing the item, reimbursing the cost of repair, replacing the item with one of like kind and quality, or reimbursing its current replacement cost up to the declared shipment value.
- Under Released Value, settlement is limited to $0.60 per pound per article.
- If you accept a claim offer, you’ll be asked to sign a standard claim release to close the file. Shleppers will then issue a check or, when your claim is resolved within 90 days, refund the card on file.
Claims Are Rare. Our Responsibility to You Isn’t.
Under 5%
Shleppers’ claims-to-moves ratio is under 5%, and most claims are minimal.
If an issue does occur, our team approaches it with the same urgency, communication, and customer care we bring to your move. That commitment to being there before, during, and after Move Day is one of the reasons customers continue to choose Shleppers for their next move.
Ready to Make Your NYC Move?
You’ve got enough to coordinate on Move Day. Your moving company shouldn’t be another question mark.
With clear estimates, proactive communication, experienced NYC movers, and support when you need it, Shleppers is ready to help get you moving.