PERSONAL PROPERTY QUICK REFERENCE GUIDE 

 PREPARING FOR YOUR MOVE

Expect Your Mover To:

YOUR MOVING DAY(S)

Expect Your Mover To:

YOUR DELIVERY DAY 

Expect Your Mover To: 

• Contact you within three business days after shipment award

(or one business day for short notice shipments).

• Provide a point of contact to answer your questions or make

changes to your move.

• Conduct a pre-move survey at least three business days

before your pickup date. Your mover may use this survey to

assess the working condition of electronics and appliances.

Your (Customer) Responsibilites: 

• Update your contact information in DPS.

• Ensure your residence or pickup location is tidy.

• Set aside anything you do not want packed.

• Disassemble all outdoor items (swing set, shed, etc.) and

remove property from your attic, crawl space, or storage area.

• Take photos/videos of your goods as a record of everything

you own and to document their condition. Get appraisals on

your high value items/antiques.

• Talk to your counselor to learn the differences in rules for

different shipment types (HHG vs NTS vs DPM)

WHO TO CALL FOR HELP 

1. Quality Assurance Personnel at your local Personal

Property Office (PPO): https://www.move.mil/resources/locatormaps

2. Branch of Service Customer Service:

Army (effective April 1, 2021)

(800) 521-9959

(253) 967-5093

Marine Corps

(855) 444-6683

Navy

(855) 444-6683

Air Force 

(210) 652-3357

Coast Guard 

(833) 551-0887

3. USTRANSCOM Customer Support Center (Open 24 hrs)

Toll Free: (833) MIL-MOVE [645-6683]

• Treat you, your home, and your belongings with respect

• Follow all COVID-19 related Health Protection Protocols

• Arrive between 8 AM to 5 PM, and finish work by 9 PM

(unless you approve otherwise).

• Prepare an accurate and legible inventory of all your goods

and identify in writing your high-risk or high value items.

• Disassemble items to ensure safe transport.

Your (Customer) Responsibilities:

• Follow all COVID-19 related Health Protection Protocols

• Keep all hand-carried items (car keys, cash, cell phones, etc.)

and documents containing personal information (ID cards,

orders, move paperwork, passports, etc.) in a secure place, outof-sight, so they don't get packed.

• Ensure the inventory form shows the true condition of all your

goods and note inaccuracies on the form BEFORE signing.

• Verify inventory is correct BEFORE your goods are loaded

on the truck or placed into wooden crates.

• Inspect every area (rooms, attic, basement, yard, etc.)

BEFORE the truck leaves to ensure all items are packed and

there is no damage to your home.

PROVIDE FEEDBACK 

Customer Satisfaction Survey 

Your feedback helps determines which companies get DOD's 

business--please let us know if you were satisfied (or not!)

Complete your survey: 

• Online: Log into DPS and select the Customer

Satisfaction Survey tab

• Telephone: System Response Center (SRC)

(800) 462-2176, Option 2, then Option 1

Looking for more information and resources?

Visit www.move.mil or 

https://www.militaryonesource.mil/

Do not sign any document 

unless you fully understand or 

agree with it!

Contact your local Personal Property Office

if you experience any problems or have

questions during your move. 

• Call at least 24 hours before arrival to confirm you can accept

delivery. After two failed attempts to reach you, the mover will

request the PPO's approval to move your goods to temporary

storage.

• Unpack all your items with one time placement; reassemble

items that were disassembled at origin; and remove all packing

materials on the day of delivery. (unless you direct otherwise)

• Use the same inventory prepared at origin to verify delivery at

your home

Your (Customer) Responsibilities: 

• BEFORE delivery day, request and verify a reweigh if shipment

is close to or over your max weight allowance.

• Check-off each tag number from your inventory list as each item

is offloaded from the truck.

• Document with the moving company obvious loss or damage to

your goods.

• Dispose of packing materials if you decline to have the movers

unpack your goods.

• Report any loss or damage to the mover or military claims

offices within 180 days of delivery of HHG and 75 days of delivery

of NTS or DPM shipments.

• Visit Move.mil for guidance on filing a claim for loss or damage.

ADDITIONAL TIPS

Non-Temporary Storage (NTS):

• Please note NTS storage facilities are not climate

controlled.

• You must drain motorcycles of all gasoline.

• You may not store firearms in a locked boxed or safe.

Real Property Damage:

• Your moving company must conduct a walk-around with

you at both arrival and departure, noting in writing any

damages (interior and exterior) to your residence.

• Your movers must protect your home (namely flooring and

doorways in high-traffic areas) from damage.

Inconvenience Claims:

• If the moving company misses your pickup or delivery date,

you may be eligible for an Inconvenience Claim. Learn

more at move.mil.

Privately Owned Vehicles (POV):

• If moving or storing a POV, visit PCSmyPOV.com

for more information and tips.

Publication Date: March 2021