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Moving with U-Pack - Frequently Asked Questions

Moving FAQs

U-Pack Service and Equipment

What does U-Pack® do?
How do I know how much space I will need?
How big is a moving trailer?
What is a linear foot?
If I’m only using the space I need, what goes on the rest of the trailer?
Will my belongings be transferred or off-loaded?
What if I use more (or less) space than I anticipated?
How do I lock the moving trailer?
How big is a ReloCube®?
What if I reserve too many Cubes?
What if I need more Cubes?
How do I lock the ReloCube?
Will U-Pack provide a ramp or other loading equipment?
I have questions. Who can I talk to?
What hours are you open?
Where do you provide service?
What if U-Pack doesn’t service my area?
Where is the nearest U-Pack service center to me?
Is U-Pack a member of the Better Business Bureau®?
What are your DOT and Motor Carrier numbers?
What about damage or loss? Are my belongings covered?
What is a Bill of Lading or BOL?

Moving Quotes and Reservations

How do I get a quote?
I want a quote for a different type of equipment. How do I change options?
I requested a moving quote but never received it. What happened?
I forgot my reference number; how do I locate my quote?
How do I view my quote online?
How do I update my quote?
Will my price ever change?
When is the best time to move?
How do I book my move?
How early should I book my move?
What if I need to change details on my reservation?
How can I cancel my move?
How can I save money on my move?
Are there any discounts available?
Does U-Pack offer AAA or AARP discounts?

Billing and Payment

When and how do I pay for my move?
Is a deposit required?
Can someone else pay for my move?|
How do I get a copy of my final U-Pack bill? 
What is U-Pack cancellation policy?
I have other billing questions. Where can I find answers?
How do I get a copy of my receipt?

Claims

How do I file a claim for damage?
What’s the status of my claim?

Packing and Loading

Who does the packing and loading?
Can I pay a little extra to have the driver help me load or unload?
What is the best way to pack and load?
What can’t be shipped with U-Pack?
What’s the Gypsy Moth Inspection form?

Delivery and Transport

What options do I have for delivery?
Where does U-Pack park my trailer or ReloCube?
How much driveway slant is OK?
Will U-Pack pick up my goods from more than one location?
Can equipment be delivered to a storage unit?
How much time do I have to load or unload?
What days do you do delivery and pickup?
What time of day will my trailer or ReloCube be dropped off?
How do I schedule pickup and delivery?
Do I have to be present when the equipment is dropped off or picked up?
Can I request same day pickup?
How do I track my shipment?
How long will it take my shipment to get to destination?
What if I'm not ready for delivery right away?
Can U-Pack provide faster transit? Can U-Pack guarantee my delivery date or time?
What happens if I request U-Pack Guaranteed Service and my shipment is late?

Additional Services

Where can I purchase boxes and other moving supplies?
Can I move my car with U-Pack?
Can I store my ReloCube or trailer shipment?
Do you offer on-site storage?

U-Pack® Service and Equipment

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. 

You Pack.
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!

You Load.
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!

We Drive.
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.  

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.

What is a linear foot?

It’s a foot in length (12 inches). For a U-Pack move, one linear foot includes 8 feet of width and 9 feet of height in the trailer. Learn more about calculating linear footage

If I'm only using the space I need, what goes in 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.

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 I use more (or less) space than I anticipated?

If you don’t use the estimated space, we’ll adjust your price according to the “per foot adjustment rate” on your quote (subject to a minimum space requirement). 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 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.)

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.

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! 

Will U-Pack provide a ramp or other loading equipment?

Trailers come equipped with loading ramps. However, things like dollies, ATV ramps, straps, etc., can be purchased through the U-Pack Box Store or from local equipment rental stores.

I have questions. Who can I talk to?

You can contact our moving consultants in several ways: call 877-453-7274, email moving@upack.com or reach out on Facebook or Twitter. You might also look around our website or moving articles for answers.

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. 

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.

What if U-Pack doesn’t service my area?

If you get a message saying we don’t service your address, we may still be able to help! Alternatives like loading at one of our local service centers might work. Call 877-453-7274 to explore your options. 

Where is the nearest U-Pack service center to me?

Enter your city/state or ZIP code into our coverage map to find the location closest to you.

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 Moving Solutions, Inc., DBA U-Pack is 2632086 and the Motor Carrier (Interstate Operating Authority) number is MC-914011. 

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). 

U-Pack customers are responsible for their own packing, loading and unloading, so there is no coverage for damage due to improper packing and loading (even if using hired moving labor). Take a look at our packing tips and loading tips for ways to help prevent damage. 

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.  

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.  

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Moving Quotes and Reservations

How do I get a quote?

It’s easy! You can get a free moving quote online or by calling 877-453-7274. We just need to know some simple details, like your locations and how much you’re moving. 

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?

You can retrieve your moving quote online or call U-Pack at 877-453-7274.

How do I view my quote online?

You can view your moving quote online here.

How do I update my quote?

You can make changes to your moving quote online or by calling a moving consultant.

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.

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?

You can book your move online or by calling 877-453-7274. The only things we need for a reservation are the origin address, a phone number, an email address and a valid credit or debit card (no money is due until moving day). 

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 877-453-7274. 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?

You can save $25 by reserving your move online.

Are there any discounts available?

Yes! Ask a moving consultant if you qualify for student discounts or military discounts (for current and former service members).

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. 

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Billing and Payment

When and how do I pay for my move?

U-Pack accepts all major credit cards, debit cards and PayPal. Your card is charged once your shipment is picked up, and full payment is required before delivery. 

Is a deposit required?

Customers love that a deposit isn’t required! Hold the reservation with a credit or debit card, and nothing is charged until after your shipment is picked up. 

Can someone else pay for my move? 

Yes. You’ll need to provide the credit card information when you reserve the move. 

How do I get a copy of my final U-Pack bill? 

You can access your bill of lading and your delivery receipt by logging in to the MyMove dashboard or view/print them through the document retrieval tool

What is the U-Pack cancellation policy? 

We understand circumstances may change with your move. If you need to cancel, here’s what to expect:

  • No cancellation fee if you cancel more than seven days before your move date
  • $50 cancellation fee for cancellation within seven days of your move date
  • $150 cancellation fee for cancellation on the day of your move

To reschedule or cancel your move, call 877-453-7274 or contact moving@upack.com

I have other billing questions. Where can I find answers?

For other payment questions (including third-party payment), check our billing FAQs here

How do I get a copy of my receipt?

Print a copy of your delivery receipt online using the U-Pack Document Retrieval tool. Just enter your reference and tracking numbers. If you need help locating these numbers, call us at 877-453-7274.

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Claims

How do I file a claim for damage?

Please email moving@upack.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.  

What’s the status of my claim?

If you need to check the status of your claim, please call us or email moving@upack.com. We’ll be happy to help!

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Packing and Loading

Who does the packing and loading?

With U-Pack, you do the packing, loading and unloading. If you need loading or unloading help, we’ll refer you to Moving Staffers™, a network of pre-qualified moving labor. Ask your U-Pack consultant about adding moving 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?

Use quality packing supplies and these packing tips, loading tips and moving videos to help make sure your belongings are packed and loaded properly for a long distance move. 

What can’t be moved with U-Pack?

Make sure your shipment doesn’t include anything poisonous, flammable, corrosive or perishable. Our Do Not Ship list tells you everything you should avoid packing.  

Though some items can’t be packed into the moving truck or container, you may be able to move it with you! Find out how to move firearms and ammunition, houseplants and pets

What’s the Gypsy Moth Inspection form?

If you’re moving from a regulated gypsy moth area to a non-regulated area, you’ll need to inspect outdoor items and submit a Gypsy Moth Inspection before your move date. Learn more about what gypsy moths are and how to check for them

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Delivery and Transport

What options do I have for 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

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. 

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.  

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

How much time do I have to load and unload?

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 days do you do delivery and pickup?

In most locations, we deliver and pick-up Monday through Friday. While weekends aren’t available everywhere, please call us at 877-453-7274 to discuss your options.

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 I request same-day pickup?

Same-day service is required in some locations, and in others we may be able to accommodate with approval by the local service center at the time of reservation. Please call us to discuss this option. As a reminder, it is the customer's responsibility to arrange for parking.

How do I track my shipment?

Track your shipment 24 hours a day online or by calling 1-800-367-2237. If your shipment status hasn’t updated online, give us a call — we’ll be happy to help.  

How long will it take my shipment to get to destination?

Every U-Pack quote comes with an estimated transit time, which starts the day after the equipment is picked up. Average transit is 2-5 business days. If you need your shipment delivered faster or on a specific day, ask about U-Pack Guaranteed.

Note: Business days for U-Pack do not include Saturdays, Sundays or major holidays.

What if I’m not ready for delivery right away? 

U-Pack offers a two-business-day grace period to accept delivery of your shipment. Or, if you need it longer, check out our storage options.  

Can U-Pack provide faster transit or guarantee my delivery date or time?

Absolutely! With U-Pack Guaranteed, you can select a date or specific window of time for equipment drop off or delivery. Give us a call at 877-453-7274 to learn more about U-Pack Guaranteed Service options.

What happens if I request U-Pack Guaranteed Service and my shipment is late?

U-Pack 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

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Additional Services

Where can I purchase boxes and other moving supplies?

Order boxes from the U-Pack Box Store, and they’ll be delivered direct to your door with FREE shipping. 

Can I move my car with U-Pack?

While you can put your motorcycle or ATV in your U-Pack shipment, our moving trailers are not designed to transport vehicles. Our automobile shipping guide can help you explore your options. 

Can I store my ReloCube or trailer shipment?

Yes, U-Pack offers storage in both the ReloCube and trailer at one of our secure service centers. You can choose to store at origin or destination, for as long as you need. Please contact a moving consultant to check availability and storage prices for your move. Note: Items in U-Pack storage are not accessible until delivery at destination. 

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. 

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