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Moving with U-Pack - Frequently Asked Questions

Moving Quotes and Reservations

About U-Pack

Transport and Delivery

Optional Services and Charges

Packing and Loading

Moving Quotes and Reservations

How Do I get a free moving quote?
You can get a free moving quote online or by calling U-Pack directly at 877-453-7274.

When is the best time to move?
Moving rates tend to be higher on certain days - particularly during the last week of the month. You can save money by receiving your trailer on "off-peak" moving days. Check with your U-Pack Moving Consultant for the best days for your specific move.

When should I reserve my move?
We recommend reserving your move as soon as possible. Our moves are reserved based on availability so it is very important to reserve early to secure the needed equipment and guarantee your move date. No deposit is required to reserve your move, and U-Pack offers a lenient cancellation policy. Click here to reserve your move today!

When and how do I pay for my move?
All major credit cards or debit cards with major credit card backing are acceptable forms of payment. Your credit card or debit card will be charged during transit. 

We advise calling your bank or credit card company in advance to let them know that you will be using your credit card or debit card to pay for your move. Many companies have daily limits and security measures in place to protect their customers. If this is the case and you haven't called, your card may be declined. A simple phone call to your bank or credit card company will allow the charge to go through.

What if someone else wants to pay for my move?
It's not a problem. Just provide the credit card information when you reserve your U-Pack move.

Is a deposit required?
No. U-Pack does not require a deposit, and that's a perk customers love! We require a credit card to hold your reservation, but it is not charged until your shipment is in transit. 

What if I need to change or cancel my reservation date?
If you need to change your reservation date, you may do so free of charge. Note that a change in your price may occur if your new reservation date falls on a peak or off-peak day.

If it is necessary to cancel your reservation, no cancelation fee applies as long as the cancelation does not occur within one week of your move day. If cancelation occurs within one week of your move day, the following fees may apply:
  • If the cancelation occurs within one week of the move, your credit card will be charged a $50 cancelation fee.
  • If the cancelation occurs on the day of the move, your credit card will be charged a $150 cancelation fee.
What about loss, damage or theft? Are my goods insured?
Because you pack and load your own belongings, which you secure behind our supplied bulkhead/security divider, U-Pack is only responsible for loss and damage caused by our negligence. U-Pack is not responsible for damage caused by improper packing or loading. Your U-Pack price quote includes two types of liability coverage: carrier negligence coverage and catastrophic coverage.  Carrier negligence includes liability coverage of $.10 per pound per piece for damage caused by carrier negligence. Catastrophic coverage includes liability coverage of $3.00 per pound per piece, subject to a maximum of $60,000 per trailer and $7,500 per ReloCube and applies only to trailer or ReloCube fire, trailer overturn, trailer collision or complete trailer or ReloCube theft. Increased carrier negligence coverage is available at an additional charge and must be added at least one business day prior to your reservation date. For more information, please review the U-Pack liability statement.

I forgot my reference number; how do I retrieve my quote?
You can retrieve your moving quote online or call U-Pack directly at 877-453-7274.

I have a reference number but need to make updates; how can I do that online?
You can make changes to your moving quote online or call U-Pack directly at 877-453-7274.

I have my reference number and I need to view it; how can I do that online?
You can view your moving quote online here.

I requested a moving quote from U-Pack but never received it. What happened?
If you did not receive an immediate response, you should receive a quote via email by the end of the business day. If you do not receive an email, you can view your moving quote online and learn on that page how your email service may be preventing the email from arriving to your inbox.

What is a Bill of Lading or BOL?
It is a contract between a carrier and a shipper (you) for the transportation of goods and a receipt issued by a carrier to a shipper for goods received for transportation. It is also evidence of title to the goods in case of a dispute.

U-Pack will mail, e-mail or fax a copy of your BOL prior to your move date, so that you'll have the opportunity to review it and become familiar with its terms. Take the time to read your BOL and contact your moving coordinator with questions or concerns.

You may review an example of a door-to-door delivery U-Pack Bill of Lading online in PDF format. If you have a problem reviewing the bill of lading, you may need to download Adobe Acrobat Reader, which is available for free online.

How can I save $25 on my move?
Save $25 on your move by successfully completing your reservation online.

How do I get a copy of my receipt?
You can print a copy online using U-Pack's Document Retrieval tool. You will need your U-Pack reference number and tracking number. If you do not have these numbers, call U-Pack directly at 877-453-7274 and with some basic information about your move, we can retrieve them for you.


About U-Pack

How does U-Pack work?
U-Pack is a non-traditional self-move service. You save money by doing your own packing, loading and unloading, and we drive. We deliver a moving trailer or ReloCube(s) to your home and you have up to three business days to load. Once loading is complete, we pick up the loaded equipment and drive it to your new home. You also have up to three business days to unload (parking restrictions may reduce the time to load/unload in some locations). U-Pack prices are based on the linear footage your shipment occupies in the moving trailer or the number of ReloCubes you use. Trailer move quotes include a per-foot adjustment rate that can be added or subtracted if you use more or less space in the trailer. Regardless of the number of ReloCubes you reserve, you only pay for the number of Cubes you actually use.

Is U-Pack Moving a member of the Better Business Bureau?
Yes! U-Pack is a proud member of the Better Business Bureau. You can get a report of U-Pack's current standing by visiting the BBB Online or contacting the Better Business Bureau for the state of Arkansas at 501-664-7274. You will need to enter our toll free number, 877-453-7274, to access our company's information. To see what our existing customers have to say about our service, you may also reference our customer comments page.

What are your DOT and Motor Carrier numbers?
Our Motor Carrier (Interstate Operating Authority) number is MC299107342. Our DOT (Department of Transportation) number is 082866.

Where is the nearest service center to my residence?
U-Pack services its customers with 290 service centers.

How do I know how much space I will use?
To get the most accurate price possible for your move, it is important to know the amount of space you will need. Visit our Space Estimators to calculate the needed linear footage for your move.

What size are the moving trailers?
Most moving trailers are 28 feet long, 8 feet 6 inches wide, and 9 feet tall. This is equivalent in size to a 26' rental truck plus another 10' rental truck and holds 2000 cubic feet. Your shipment will be loaded in the front of the trailer. Any space you do not use will be separated by the bulkhead we provide and used for commercial freight. Visit the Trailer Size and Delivery page for more specific information.

What is a linear foot?
A linear foot is used to measure your loading space in the trailer - simply a foot (12 inches) in length. Keep in mind that for each foot in length, you have the full width (8 feet) and height (9 feet) of trailer space for loading. In summary, a linear foot is 1' x 8' x 9'.

If I'm only using the space I need, what goes on the rest of the trailer?
Your shipment would be the first and only U-Pack shipment in your trailer. U-Pack transportation providers are commercial carriers, which means we may load the rest of your trailer with anything from cartoned clothing to palletized machinery. Keep in mind that your goods will be separated from other shipments by our pre-assembled bulkhead.

What if I use more (or less) space than I anticipated?
We understand it can be difficult to predict the amount of trailer space you need for your move. You will be quoted a "per foot" charge that will apply if you use more or less space, subject to a minimum charge. You and your driver will measure your shipment and record the actual length on the Bill of Lading to determine your final rate.

What size are U-Pack's ReloCubes?
U-Pack offers weatherproof ReloCubes for both door-to-door and terminal-to-terminal delivery service. These storage containers are ideal for moving one room of furnishings and can be locked for added security. Our ReloCubes are approximately 6'3"D x 7'W x 8'4"H which allows them to easily fit into an uncovered parking space. Each Cube can hold a maximum of 2,500 pounds of household goods. Storage is available for an additional charge.

What if I reserve more ReloCubes than I actually use?
Your price is based on the number of ReloCubes you use. For example, if you reserve three ReloCubes, and use two, your price will be adjusted to the rate for two Cubes. If you find that you need more Cubes than originally reserved, additional delivery fees could be incurred.

Will U-Pack provide a ramp or other loading equipment?
U-Pack offers complimentary ramps at most locations to use while loading/unloading your trailer.

U-Pack does not provide any dollies or other equipment that may be necessary to load your goods. Many rental stores offer ramps, dollies and other loading materials. Check your yellow pages under "Rental Equipment" or "Rental Stores and Yards."

What is a bulkhead, and how do I set one up?
U-Pack will provide a fully assembled bulkhead for your move. A bulkhead is a partition, or divider, that separates your shipment from the rest of the trailer. To view a bulkhead and installation tips, please visit our bulkhead information page.


Transport and Delivery

How do I track my shipment?
You can track your shipment 24 hours-a-day online or by calling 1-800-367-2237.

Where does U-Pack park my trailer or ReloCube®?
U-Pack equipment can be parked in a residential driveway, an approved parking lot, or in a legal street parking area. The height of a trailer requires a 14 feet clearance with a width clearance requirement of 10 feet. If moving in a trailer, please ensure that parking a 28-foot trailer in your neighborhood is not violating any city ordinances.

ReloCubes are approximately 6'3"D x 7'W x 8'4"H and only take up a parking space worth of room which makes it easy to find a suitable location for them while you pack and load. Delivery requires a level, hard surface for placement at your location.

If necessary, obtain a permit or permission from city officials to have the unit parked at your residence. If the equipment is ticketed or towed for illegal parking, the applicable charges will be added to your freight bill.

Will U-Pack pick up my goods from more than one location?
Your trailer can only be left at one location. If you have items in multiple places, consider consolidating them to one location. This will help make your move easier and less stressful.

What if I'm moving to or from a storage unit?
U-Pack can deliver your trailer to a storage unit for loading or unloading. You should check with the property manager for permission to leave our 28-foot trailer on the premises overnight.

How much time do I have to load my goods?
In most instances, you are allowed up to 3 working days at both origin and destination to load/unload your shipment. Arrangements can be made if additional time is needed. Contact your U-Pack representative for more information.

When can my pick-up and delivery be made?
U-Pack picks up and delivers trailers on weekdays only in most locations. If you require a weekend pick-up and/or delivery, please call U-Pack at 877-453-7274 to discuss this option.

What time of day will my trailer or ReloCube be delivered or picked up?
Most appointments are made at the time of reservation with a U-Pack representative. If an appointment is not set at the time of reservation, your local terminal will schedule a window of time. This window of time is estimated based on equipment and driver availability on the day of your move. A trailer or ReloCube will be provided on the date you choose, but the time is not guaranteed unless a guaranteed time window is requested. Contact your U-Pack Representative at 877-453-7274 for availability and rates.

Most appointments are made at the time of reservation with a U-Pack representative. If an appointment is not set at the time of reservation, your local terminal will schedule a window of time. This window of time is estimated based on equipment and driver availability on the day of your move. A trailer or ReloCube will be provided on the date you choose, but the time is not guaranteed unless a guaranteed time window is requested. Contact your U-Pack Representative at 877-453-7274 for availability and rates.

Can I request that my trailer or ReloCube be dropped off and picked up in the same business day?
This request must be approved by the local terminal at the time of reservation. You may call U-Pack at 877-453-7274 to discuss this option. As a reminder, if it is approved to drop and pick up the trailer or ReloCube in the same day, it is still the customer's responsibility to arrange for parking for that day.

How long will it take my shipment to get to destination?
Every U-Pack quote comes with an estimated transit time. Transit begins with the first business day the loaded trailer or ReloCube is picked up. (Business days for U-Pack do not include Saturdays, Sundays or major holidays.) We offer U-Pack Guaranteed for shipments that need to be expedited or arrive on a specific day.

When your trailer or ReloCube arrives at the destination terminal, U-Pack allows a two-day grace period to accept delivery of your goods if you have not pre-arranged optional storage.

Can U-Pack guarantee my delivery date? Can U-Pack provide faster transit?
Absolutely! U-Pack can guarantee your delivery date, plus you can also choose from expedited and deferred service options for most moves. U-Pack guaranteed options really do provide peace of mind when planning your move. If you need a specific date of delivery, give U-Pack a call at 877-453-7274 to learn more about U-Pack's Guaranteed Service options.

What happens if I request U-Pack Guaranteed Service and my shipment is late?
U-Pack's Guaranteed Service is more than a commitment; it's a promise! We are so confident in our Guaranteed Service that we are willing to back it with a 100% Customer Satisfaction Guarantee if your shipment fails to arrive on the guaranteed date.

What if I only want to guarantee the exact time that my move equipment will be spotted?
U-Pack Guaranteed Service options cover this scenario also. You can guarantee a one hour delivery window for $150 or a two hour window for $75. Both of these options are backed by the full U-Pack 100% Customer Satisfaction Guarantee. To book the guaranteed delivery window option at the start of your move, call us at 877-453-7274.


Optional Services and Charges

Will my price ever change?
Although rare, there are several reasons a customer's price could be different from the original price quoted. Please review our list of optional services that may affect your price.

Where can I purchase boxes and other moving supplies?
U-Pack does sell boxes as a separate service from the transportation services. You can order boxes from U-Pack and they will be delivered direct to your door with FREE shipping. For your convenience, please use the Box Estimator to determine just how many you will need.

Will U-Pack move my automobile?
Although these moving trailers are not designed to transport automobiles, U-Pack does work closely with Auto and Boat Relocation Service who can provide a free quote for automobile transportation.

Can I store my ReloCube® or trailer shipment?
Yes, U-Pack offers storage options for both ReloCube and trailer shipments. Storage is subject to availability, and rates can fluctuate based on seasonality. Please contact a helpful U-Pack moving consultant to inquire about storage prices for your move. Your shipment will be stored at the terminal nearest your residence and will not be accessible on a self-service basis.


Packing and Loading

Can I pay a little extra to have the driver help me load or unload?
U-Pack cannot furnish loading labor help with the self-move service; however, we do offer access to a nationwide network of experienced, pre-qualified moving labor providers. Ask your U-Pack moving specialist about combining U-Pack transportation with hourly loading and unloading help.

What is the best way to pack and load?
U-Pack provides helpful packing tips, loading tips and moving videos to help with this process.

What cannot be shipped on a U-Pack shipment?
Your shipment should not include anything that is poisonous, flammable, corrosive or perishable. Such items include, but are not limited to, the following:

  • Fuels / Oils
  • Paints / Varnishes
  • Insecticides
  • Liquid Bleach
  • Matches / Candles
  • Perishable Goods
  • Live Plants
  • Pets
  • Fire Extinguishers
  • PropaneTank, empty or full
  • Paint Thinners
  • Aerosol Cans
  • Cleaning Chemicals
  • Firearms or Ammunition
  • Food in Glass Jars
  • Pressurized Tanks
  • Firewood
  • Lighters

If you ship used outdoor household articles from a federally regulated gypsy moth area into the states of Alaska, California, Hawaii, Oregon, Washington or to British Columbia, Canada, you must certify that the used outdoor articles have been inspected and do not contain gypsy moth egg masses. Any questionable items should not be shipped. A completed Gypsy Moth/Insect Inspection Checklist must be provided to U-Pack at least 2 business days prior to the trailer or ReloCube being spotted at origin. A Gypsy Moth/Insect Inspection Checklist may also be required if your shipment will be routed through these areas to the final destination.

If you're unable to find the answer to your question here, please email us at moving@upack.com or call 877-453-7274, and we'll be glad to help.