Frequently Asked Questions
What does U-Pack® do?
U-Pack is a non-traditional self-move service. We bring a moving trailer or container to your home, you load it, and we deliver it to your new home. Your price is based on the linear footage you use in a moving trailer or the number of ReloCube® containers you need. You can also customize a move with services like storage and loading help.
Take control of your move from the start by packing exactly how you want! No waiting for a crew, and no wasting time packing items you don’t need. The best part? The ability to pack your own things can help you save money! The less space you use, the more you save.
We Drop Off.
Set up your drop-off date, and arrange for safe, legal parking. We’ll bring the moving trailer or ReloCube® container(s) to your home, apartment or storage facility. Just have someone sign for the equipment, and we’ll leave it to you!
Place your items in the moving equipment and secure them for transit. You get up to three business days, so no need to rush. Need help with this part? We’ve got you covered. Give us a call, and we’ll refer you to experienced crews in your area. Talk about easy!
Let us know when you’re finished loading, and we’ll come get the equipment. No need to stick around — you won’t need to sign at pick-up. You’re free to start traveling to your new home. Stop when you like and get a good night’s sleep. Your belongings are in good hands.
Learn more about how U-Pack works.
I have questions. Who can I talk to?
What hours are you open?
U-Pack is available 24/7 for help with quotes or reservations. For assistance with your move, our operations team is available 7 a.m. to 7 p.m. CST on weekdays, and 9 a.m. to 4 p.m. on Saturdays.
Is U-Pack 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 our current standing by visiting the BBB Online or contacting the Better Business Bureau for the state of Arkansas at 501-664-7274. Just enter our toll-free number, 877-453-7274, to find us.
What are your DOT and Motor Carrier numbers?
The DOT (Department of Transportation) number for ArcBest II, Inc., DBA U-Pack is 2946400 and the Freight Forwarder (Interstate Operating Authority) number is FF-17300. U-Pack is not a motor carrier.
What is a Bill of Lading or BOL?
A Bill of Lading is a contract between you and U-Pack for the transportation of your household goods. It will include your name, origin and destination address, equipment information, and other information important to your move. We will mail, email or fax a copy of your BOL before your move, so you'll have the opportunity to review the details and terms and make sure everything is correct. If you have questions or need to make changes before moving day, just give us a call.
What’s the Gypsy Moth Inspection form?
It’s a required document for people moving from a regulated area. This form walks you through how to inspect outdoor items for invasive species. Learn more about spongy moths (previously named gypsy moths).
Who does the packing and loading?
With U-Pack, you do the packing, loading and unloading. If you need loading or unloading help, we can refer you to Moving Staffers to find a local moving crew. Ask your U-Pack consultant about adding labor to your move.
Can I pay a little extra to have the driver help me load or unload?
U-Pack drivers are only able to help with delivery and pickup of the equipment. If you need loading or unloading help, let us know beforehand and we’ll put you in touch with Moving Staffers.
What is the best way to pack and load?
What can’t be shipped on a U-Pack shipment?
What about damage or loss? Are my belongings covered?
All U-Pack moves include carrier negligence liability coverage and catastrophic liability coverage. Learn more about this coverage in the U-Pack liability statement:
Carrier negligence coverage is $.10 per pound per piece for damage caused by carrier negligence. Increased carrier negligence coverage is available at an additional charge, and it must be added at least one business day prior to your reservation date.
Catastrophic coverage is $3 per pound per piece, subject to a maximum of $60,000 per trailer and $7,500 per ReloCube for damaged caused by a catastrophic loss (defined in the U-Pack liability statement
Because this is liability coverage rather than insurance, we recommend checking with your insurance company to determine if your homeowners or renter’s insurance policy covers your household goods while they are being moved.
Will my belongings be transferred or off-loaded?
Great news! They stay right where you loaded them. While other freight on the trailer will be unloaded at local service centers, your items stay behind the locked bulkhead wall until you remove your lock and the wall at your destination.
What if U-Pack doesn’t service my area?
Where do you provide service?
With over 240 service centers across the U.S., Canada and Puerto Rico, U-Pack can help you move virtually anywhere — metro areas, small towns and the places in between. Get a free moving quote to check your ZIP codes.
Where is the nearest U-Pack service center to me?
What if I use more (or less) space than I anticipated?
If you don’t use the estimated space, we’ll adjust your price based on the space used (subject to a five-foot minimum space requirement). You can see the price for using a different linear footage on your quote or in your Move Plan. You and the driver will measure the shipment and write the actual linear footage on the Bill of Lading to determine your final cost.
How do I know how much space I’ll need?
Our space estimator tool makes it easy to figure out the linear footage you’ll need in the trailer or how many Cubes™ to reserve. If you’re still not sure, our experienced moving consultants are happy to help — just give us a call.
How big is a moving trailer?
It’s 28 feet long, 8 feet wide and 9 feet tall (external), and it holds up to 1,944 cubic feet. That means it’s similar in size to a 26-foot rental truck plus another 10-foot rental truck. But you don’t have to use the entire thing — just load into the space you need. Learn more about the trailer size, including capacity and weight limits.
If I’m only using the space I need, what goes on the rest of the trailer?
The remaining trailer space is filled with commercial freight that’s moving in the same direction. Yours is the only household goods shipment in the trailer. You’ll install a bulkhead divider wall after you finish loading to separate your belongings from anything else.
How do I lock the moving trailer?
You can put a standard padlock on the door of the trailer while it’s at your location — you’ll just need to remove it before the driver picks it up. You can also place a lock on the bulkhead, which stays there until you remove it at destination. The bulkhead lock should have a shank size of 2 inches minimum length and ¼ inch or smaller in diameter. (The lock you would use for a trailer hitch will typically work.)
What is a linear foot?
What if I need more Cubes?
We can usually deliver more Cubes to you, but delivery fees may apply. If you think there’s a chance you’ll need an extra, we recommend reserving it just in case.
How do I lock the ReloCube?
There are two spots, one on each Cube door, where you can place padlocks. You’ll need locks with a 3/8-inch max shank diameter. It stays locked until you unlock it at destination — so don’t lose the key!
How big is a ReloCube®?
It’s 6 feet long, 7 feet wide and 8 feet tall (external). That makes it the perfect size to hold one room of furnishings but small enough to fit into a standard parking space. Learn more about Cube size here.
What if I reserve too many Cubes?
Your price is based on the number of ReloCubes you actually use. For example, if you reserve three and only use two, we’ll adjust your price to just two Cubes.
How do I get a quote?
I want a quote for a different type of equipment. How do I change options?
If equipment is available, you can toggle between options on your quote online or check the different options in your email. If you don’t see the equipment you want on your quote, there’s a chance it isn’t available in your area at the time. Just give us a call, and a moving consultant will be happy to check.
I requested a moving quote but never received it. What happened?
In some cases, we may need a little more time to create your quote. After requesting a quote, you should get an email within one business day. If you still didn’t get an email, click to view your moving quote online or call us for help.
I forgot my reference number; how do I locate my quote?
How do I view my quote online?
How do I update my quote online?
Will my price ever change?
There are a few reasons the final price might be different from the original quote. This includes using more or less space than originally quoted, adding services like storage or guaranteed service, or customs fees if you’re going to or from Canada. Read more about things that could affect your U-Pack price.
Does U-Pack offer AAA or AARP discounts?
While we don’t offer specific discounts for AAA or AARP members, ask your moving consultant how you can save on your moving costs or if you qualify for any other discounts.
When is the best time to move?
You’ll normally find lower prices in the “off” moving season — while this changes a bit each year, it’s typically September through April (while most schools are in session). Off-peak days are usually mid-month and mid-week. Our moving consultants will gladly give scheduling advice!
How do I book my move?
How early should I book my move?
A reservation guarantees your move date and secures the equipment, so we recommend reserving as early as possible. No deposit is required to reserve your move, and U-Pack offers a lenient cancellation policy. When you book your move online you save $25!
What if I need to change details on my reservation?
It’s easy! You can change reservation details (like move date or destination address) online or over the phone. Please note that some service changes, like where you’re moving to or from, can result in price adjustments.
How can I cancel my move?
To cancel your reservation, please call a moving consultant at [phone:number]. There is no cancelation fee if the move is cancelled more than 7 days from the reserved move date. If you need to cancel within 7 days of the move, a $50 cancellation fee applies. If you need to cancel on the same day as the move, a $150 fee applies.
How can I save money on my move?
How do I pay for my move?
Can someone else pay for my move?
Yes. Just provide their credit or debit card information when you reserve your move.
Is a deposit required?
U-Pack does not charge a deposit. You’ll reserve your move with a credit or debit card, but nothing is charged until after your shipment is picked up.
Why is my bill different from my quote?
If the final bill differs from the quoted price, it’s typically because the shipment took up more space than was originally quoted. Moving trailer prices are based on the linear footage your belongings take up and ReloCube® prices are based on the number of Cubes used.
Here are other things that could affect your price:
Changing the move date
Changing the locations you’re moving to and/or from
The trailer or ReloCube is cited a parking fine or is towed while in your possession
You keep the equipment longer than the allotted loading time or do not take delivery of the equipment for unloading within the allotted time (detention and storage accrues at $50/day per ReloCube and $250/day per trailer)
You fail to return the ramp to the local service center on time
You load the ramp behind the bulkhead wall with your belongings
You do not provide the Invasive Species Checklist, which is required for shipments moving into some states, resulting in delayed transportation
Your items are banned/seized by Canadian/U.S. Customs
You cancel within seven days of your move date
You or a representative you designate are not present to sign for the equipment, requiring re-delivery
You leave trash or boxes in the equipment after your move is complete
You’re moving to Canada, Hawaii or Puerto Rico. Canada moves require a customs fee, Hawaii moves require an offshore tax and admin fee, and an offshore tax applies to Puerto Rico moves. These will be applied to your Bill of lading, but are not listed on the quote
How do I get a copy of my receipt?
What if I see an error on my bill?
In the rare event that you have a dispute regarding your billing or payment, have questions about your invoice or need clarification on any charges, our customer service team is here to help. You can reach out via phone or email, and we'll be happy to assist you.
How can I file a claim?
Please email email@example.com with your name and reference number, and we’ll send you a claim form to complete and submit. After submitting the form and required documentation, you will receive an email confirmation letting you know that your claim has been received.
Can I request same-day pickup?
We understand that same-day pickup is required in some locations, like New York City. For other locations, please call us to discuss the available options for your move.
Will U-Pack pick up my belongings from more than one location?
While we understand this is sometimes a need, we’re only able to pick up from multiple locations with prior service center approval (additional fees apply). If you have items in multiple locations (like a house and a storage facility), consider consolidating them to one location, or we can set up two separate moves. Please give us a call to discuss your options.
What are the different types of delivery?
You can choose from several delivery options on either end of your move. Most customers opt for door-to-door delivery, but you can also load and/or unload at one of our local service centers (and it’s a money-saver). Explore our delivery options in detail.
Can equipment be delivered to a storage unit?
We’ll be happy to! Just be sure to check with the property manager ahead of time to find out where we should deliver the trailer or ReloCube, and get permission to leave it overnight. Learn more about moving from a storage unit.
Where does U-Pack park my trailer or ReloCube?
U-Pack equipment can be parked in a residential driveway, an approved parking lot or on a street. Before drop-off, check to make sure there is safe, legal parking for the equipment. You may need permission from the property owner, HOA or apartment management and parking permits may be required. Please review the guidelines for trailer parking, ReloCube parking and parking at an apartment building or storage facility.
How much driveway slant is OK?
U-Pack recommends a slant of no more than 5 degrees. If you’re concerned about your driveway, call a moving consultant to discuss your options.
How much time do I have to load or unload my goods?
While there are some exceptions (in places like New York City and Boston), in most cases you can have up to 3 business days to load and then 3 business days to unload. If you need less time, just call the local service center when you’re ready to schedule pick up. If you need more time, contact a U-Pack moving consultant — we’ll be happy to help. Either way, it’s best to call one business days in advance to schedule pickup.
What time of day will my trailer or ReloCube be dropped off?
After you reserve your move, we’ll send a Bill of Lading that includes the estimated delivery window on your move day. If an appointment isn’t set when you reserve, the local service center will call to schedule it before your move date. If you need a more specific timeframe or a specific delivery date at destination, ask about U-Pack Guaranteed.
How do I schedule pickup and delivery?
As soon as you’re finished loading and the bulkhead is installed or the ReloCube doors are locked, give the local service center a call. Then once your shipment arrives at local service center at your destination, call them to schedule a delivery appointment. When you finish unloading, simply call them back to scheduled pick up of the empty equipment. In all cases, we recommend calling one day in advance for pickup.
Do I have to be present when the equipment is dropped off or picked up?
Someone (age 18 or older) must be present at drop-off to sign for the equipment and show the driver where to place it. Though we recommend being there for trailer move pickup (to verify the linear footage), it isn’t required. If you’re moving in a trailer and will not be present for pickup and the trailer is locked, please advise the service center where the key is or provide the lock combination. If we have to cut the lock off, there may be an additional charge.
Can U-Pack provide faster transit or guarantee my delivery date or time?
What happens if I request U-Pack Guaranteed Service and my shipment is late?
Do you offer on-site storage?
U-Pack only provides storage at one of our service centers in conjunction with a long-distance move. We do not offer on-site storage currently.
Where can I purchase boxes and other moving supplies?
Can I move my car with U-Pack?
Can I store my shipment?
Yes, U-Pack offers storage at our secure service centers. Please contact a moving consultant to check availability and storage prices for your move.
Note: Items in storage are not accessible until delivery at destination.