Your Rights and

Responsibilities

When You Move

Furnished By Your Mover, As Required By Federal Law
TABLE OF CONTENTS

General Requirements ...................................................................................................................................................................2

Regulations and Interstate Transportation .............................................................................................................................2

Legitimate Movers and Brokers ..................................................................................................................................................3

Customer’s Responsibilities .........................................................................................................................................................3

Estimates ............................................................................................................................................................................................4

Binding Estimates ......................................................................................................................................................................5

Non-Binding Estimates ............................................................................................................................................................5

Your Mover’s Liability and Your Claims ....................................................................................................................................6

Full Value Protection .................................................................................................................................................................6

Waiver of Full Value Protection (Released Value of 60 cents per Pound per Article) .......................................7

Third Party Insurance ................................................................................................................................................................7

Reducing your Mover’s Normal Liability ............................................................................................................................8

Loss and Damage Claims ........................................................................................................................................................8

Delay Claims ................................................................................................................................................................................8

Moving Paperwork ..........................................................................................................................................................................9

Inventory .......................................................................................................................................................................................9

Bill of Lading ...............................................................................................................................................................................10

Invoice.............................................................................................................................................................................................12

Weight Tickets ............................................................................................................................................................................12

Collection of Charges ....................................................................................................................................................................13

Transportation of your Shipment ..............................................................................................................................................14

Pickup and Delivery ..................................................................................................................................................................14

Early Delivery ..............................................................................................................................................................................15

Storage in Transit .......................................................................................................................................................................15

Weighing Shipments ................................................................................................................................................................16

Notification of Delivery.............................................................................................................................................................16

Resolving Disputes with your Mover ........................................................................................................................................17

Important Points to Remember .................................................................................................................................................18

Definitions and Common Terms .................................................................................................................................................21
Your Rights and Responsibilities When You Move 2

General Requirements

The Federal Motor Carrier Safety Administration’s (FMCSA) regulations protect 

consumers of interstate moves and define the rights and responsibilities of 

consumers (shippers) and household goods carriers (movers).

The household goods motor carrier gave you this booklet to provide information 

about your rights and responsibilities as an individual shipper of household goods. 

Your primary responsibilities are to ensure that you understand the terms and 

conditions of the moving contract (bill of lading), and know what to do in case 

problems arise.

The primary responsibility for protecting your move lies with you in selecting a 

reputable household goods mover or household goods broker, and making sure 

you understand the terms and conditions of your contract and the remedies that 

are available to you in case problems arise.

Regulations and 

Interstate Transportation

FMCSA’s regulations apply to motor carriers that engage in the interstate 

transportation of household goods and brokers that arrange for such 

transportation. These regulations require your mover to perform certain services 

and provide you with specific documents. The regulations only apply to your mover 

when the mover transports your household goods by motor vehicle in interstate 

or foreign commerce – that is when you move from one State to another or 

internationally. The regulations do not apply when your move takes place within a 

commercial zone (defined at the end of this booklet) or between two points in the 

same State.
3

Legitimate Movers and Brokers

Legitimate movers and brokers are registered with FMCSA to engage in interstate operations involving the interstate 

transportation of household goods. A legitimate mover explains whether they are a broker or a mover. A household goods 

broker arranges for the transportation of your shipment but does not provide line-haul transportation. A household goods 

mover actually transports your shipment.

Household goods brokers or movers must provide you with basic information before you move. You should expect to 

receive the following information:

o A written estimate

o The “Ready to Move” Brochure, either as a copy or as a hyperlink to 

the publication on the mover’s website or the FMCSA website

o Information about the mover’s arbitration program

o Written notice about access to the mover’s tariff

o The process for handling claims

o This booklet, “Your Rights and Responsibilities When You Move,” 

either as a copy or as a hyperlink to the publication on the mover’s 

website or the FMCSA website

You should avoid brokers and movers that are not registered with FMCSA, 

refuse to perform a physical survey of your household goods. If your 

broker or mover requires cash, FMCSA advises you to retain all receipts 

and supporting documents associated with the transaction.

Customer’s Responsibilities

As a customer, you have responsibilities both to your mover and yourself. They include:

o Reading all moving documents issued by the mover 

or broker.

o Being available at the time of pickup and delivery of 

your shipment. If you are not available you should 

appoint a representative to act on your behalf.

o Promptly notifying your mover if something has 

changed regarding your shipment (i.e. move dates, 

additional items).

o Making payment in the amount required and in the 

form agreed to with the mover based on the bill of 

lading.

o Promptly filing claims for loss, damage or delays 

with your mover, if necessary.
Your Rights and Responsibilities When You Move 4

Estimates

Your mover must provide an estimate based upon a physical survey of your household goods. A physical survey means 

a survey which is conducted on-site or virtually, that allows your mover to see the household goods to be transported. A 

physical survey must be performed unless you waive this requirement in writing.

FMCSA requires your mover to 

provide written estimates on every 

shipment transported for you. Your 

mover’s verbal quote of charges is 

not an official estimate since it is not 

in writing. Your mover must provide 

you with a written estimate of all 

charges including transportation, 

accessorial and advanced charges 

(defined at the end of this booklet). 

This written estimate must be dated 

and signed by you and the mover.

The estimate provided to you by 

your mover will include a statement 

notifying you of two options of 

liability coverage for your shipment: 

o Full Value Protection 

o Waiver of Full Value Protection, 

Released Value of 60 cents per 

pound per article.

Please be aware that a household goods broker 

may only provide an estimate on a mover’s 

behalf if it has a written agreement with the 

mover and uses the mover’s published tariff. 

You and your mover may agree to change 

an estimate of charges based on changed 

circumstances, but only before your shipment 

is loaded. Your mover may not change an 

estimate after loading the shipment. There is 

more information about changes to estimates in 

the following sections.
5

Binding Estimates

A binding estimate guarantees that you cannot be required to pay more than the amount on the estimate at the time of 

delivery. However, if you add additional items to your shipment or request additional services, you and your mover may:

o agree to abide by the original binding estimate;

o prepare a new binding estimate; or

o agree to convert the binding estimate into a non-binding estimate.

If you and the mover do not agree to one of the three options listed above, the mover is not required to service the 

shipment. If the mover does not give you a new binding estimate in writing, or agree in writing to convert the binding 

estimate to a non-binding estimate before your goods are loaded, the original binding estimate is reaffirmed. 

Under these circumstances, your mover should not charge or collect more than the amount of the original binding 

estimate at delivery for the quantities and services included in the estimate.

If there are unforeseen circumstances (such as elevators, stairs, or required parking permits) at 

the destination the mover can bill you for these additional expenses after 30 days after delivery. 

Charges for services required because of impracticable operations (defined at the end of this 

booklet) are due at delivery, but may not exceed 15 percent of all other charges due at delivery; 

any remaining charges will be billed to you with payment due in 30 days.

If you are unable to pay 100 percent of the charges on a binding estimate at delivery, your 

mover may place your shipment in storage at your expense. In an effort to schedule delivery of 

your shipment from storage, you will have to pay the required charges and storage fees, if listed 

in the tariffs, after your shipment arrives at the residence.

Your mover may charge a fee to prepare a binding estimate.

Non-Binding Estimates

A non-binding estimate is intended to provide you with an estimate of the cost of your move. A non-binding estimate 

is not a guarantee of your final costs, but it should be reasonably accurate. The estimate must indicate that your final 

charges will be based upon the actual weight of your shipment, the services provided, and the mover’s published tariff. 

Therefore, the amount of your mover’s non-binding estimate may be different than the amount you ultimately must pay 

to receive your shipment. 

A non-binding estimate must be in writing and clearly describe the shipment and all services provided. Under a nonbinding estimate, the mover cannot require you to pay more than 110 percent of the non-binding estimate at the time of 

delivery. This does not excuse you from paying all of the charges due on your shipment. The mover will bill you for any 

remaining charges after 30 days from delivery.

On the day of pick-up, if you have additional items to move, your mover must do one of two things prior to loading: 

o Reaffirm your non-binding estimate; or

o prepare a new non-binding estimate to include all the items that are being moved.

If you and the mover do not agree to one of the two options listed above, the mover is not required to service the 

shipment. If you are unable to pay 110 percent of the charges on a non-binding estimate at delivery, your mover may 

place your shipment in storage at your expense. In order to schedule delivery of your shipment from storage, you will 

likely have to agree to pay the required charges and storage fees, if listed in the tariffs, after your shipment arrives at 

the residence.

Your mover must give you possession of your shipment if you pay 110 percent of a non-binding estimate or 100 percent 

of a binding estimate, plus 15 percent of the impracticable operations charges (if applicable). If your mover does not 

relinquish possession, the mover is holding your shipment hostage in violation of Federal law.
Your Rights and Responsibilities When You Move 6

Your Mover’s Liability and Your Claims

In general, your mover is legally liable for loss or damage that occurs during the transportation of your shipment 

and all related services identified on the bill of lading. The extent of your mover’s liability is governed by the Surface 

Transportation Board’s Released Rates Order. The Surface Transportation Board is an independent Federal agency that 

has jurisdiction over HHG motor carrier tariffs and valuation for lost or damaged goods. You may obtain a copy of the 

current Released Rates Order by visiting the Surface Transportation Board’s website at: https://prod.stb.gov/wp-content/

uploads/files/docs/householdGoodsMoving/41845.pdf. In addition, your mover may, but is not required to, offer to sell 

you separate third-party liability insurance. 

All moving companies are required to assume liability for the value of the household goods they transport. However, there 

are two different levels of liability that apply to interstate moves Full Value Protection and Waiver of Full Value Protection - 

Released Value. It is important you understand the charges that apply and the amount of protection provided by each level.

Full Value Protection

This is the most comprehensive option available to protect your household goods, but it will increase the cost of your 

move. The initial cost estimate of charges that you receive from your mover must include this level of protection. Your 

shipment will be transported at this level of liability unless you waive Full Value Protection. Under your mover’s Full Value 

Protection level of liability, subject to the allowable exceptions in your mover’s tariff, if any article is lost, destroyed or 

damaged while in your mover’s custody, your mover will, at its option, either:

1 Repair the article to the extent necessary to restore it to the same condition as when it was received by your mover, 

or pay you for the cost of such repairs. 

2 Replace the article with an article of like, kind and quality, or pay you for the cost to replace the items.

The exact cost for your shipment, including Full Value 

Protection, may vary by mover and may be further subject 

to various deductible levels that may reduce your cost. The 

minimum level for determining the Full Value Protection of 

your shipment is $6.00 per pound times the weight of your 

shipment. Your mover may have a higher minimum value 

or you may declare a higher value for your shipment (at an 

additional cost). The charges that apply for providing Full 

Value Protection must be shown in your mover’s tariff. Ask 

your mover for the details under its specific program.

Under this option, movers are permitted to limit their 

liability for loss or damage to articles of extraordinary 

value, unless you specifically list these articles on the 

shipping documents. An article of extraordinary value 

is any item whose value exceeds $100 per pound (for 

example, jewelry, silverware, china, furs, antiques, oriental 

rugs and computer software). Ask your mover for a 

complete explanation of this limitation before your move. 

It is your responsibility to study this provision carefully and 

to make the necessary declaration.
7

Waiver of Full Value Protection 

(Released Value of 60 cents per Pound per Article)

Released Value is minimal protection; however, it is the most economical protection available as there is no charge to you. 

Under this option, the mover assumes liability for no more than 60 cents per pound, per article. For example, if a 10 pound 

stereo component valued at $1,000 were lost or destroyed, the mover would be liable for no more than $6.00 (10 pounds 

x $.60). Obviously, you should think carefully before agreeing to such an arrangement.

Third Party Insurance

If you purchase separate third party cargo liability 

insurance from, or through your mover, the mover is 

required to issue a policy or other written record of the 

purchase and to provide you with a copy of the policy or 

other document at the time of purchase. If the mover fails 

to comply with this requirement, the mover is liable for 

any claim for loss or damage attributed to its negligence. 

Shipments transported under a mover’s bill of lading 

maybe subject to arbitration in the event of a dispute 

over loss or damage claims. However, disputes with third 

party insurance companies are not subject to FMCSA 

regulations.

Arbitration Program

Any mover who engages in interstate moves must offer 

an Arbitration Program, which is a form of resolution that 

doesn’t require hiring an attorney and instead uses an 

independent third party. If an individual shipper requests 

to go to arbitration, the mover is required to cover claims 

of $10,000 or less. For claims over $10,000, the mover 

must cover claims only if they agree to the arbitration. 

For more information please go to: https://www.fmcsa.

dot.gov/sites/fmcsa.dot.gov/files/docs/Arbitration_

Program_Brochure.pdf
Your Rights and Responsibilities When You Move 8

Reducing your Mover’s Normal Liability

The following are some actions that may limit or reduce your mover’s liability for loss or damage to your household goods:

1 Your acts or omissions cause the loss or damage to 

occur. For example, improper packing of containers 

you pack yourself do not provide sufficient 

protection or you include perishable, dangerous, or 

hazardous materials in your shipment without your 

mover’s knowledge. Federal law forbids you to ship 

hazardous materials in your household goods boxes 

or luggage without informing your mover.

2 You chose the Waiver of Full Value Protection – 

Released Value level of liability (60 cents per pound 

per article) but ship household goods valued at 

more than 60 cents per pound per article.

3 You declare a value for your shipment which is 

less than the actual value of the articles in your 

shipment.

4 You fail to notify your mover in writing of articles 

valued at more than $100 per pound. (If you 

do notify your mover, you will be entitled to full 

recovery up to the declared value of the article or 

articles, not to exceed the declared value of the 

entire shipment.)

Loss and Damage Claims

Movers customarily take every precaution to make sure that 

while your shipment is in their possession, no items are lost, 

damaged or destroyed. However, despite the precautions 

taken, articles are sometimes lost or destroyed during the 

move. You have the right to file a claim with your mover to 

be compensated for loss or damage.

You have 9 months from the date of delivery (or in the 

event of loss for the entire shipment, from the date your 

shipment should have been delivered) to file your claim.

The claim must be submitted in writing to your mover or 

to your mover’s third party company for claim processing. 

After you submit your claim, your mover has 30 days to 

acknowledge receipt of it. The mover then has 120 days to 

provide you with a disposition. The mover might be entitled 

to 60-day extensions if the claim cannot be processed or 

disposed of within 120 days. If an extension is necessary, 

your mover must notify you in writing.

Delay Claims

Delay claims are processed when you have contracted with 

your mover for guaranteed service for pickup and delivery. 

Your mover will outline on the bill of lading any penalty or 

per diem entitlements when there is a pickup delay and/or 

delivery delay.
9

Moving Paperwork

Do not sign entirely black documents. And only sign 

incomplete documents where the only incomplete 

sections are for information that cannot be determined 

prior to loading, specifically the actual weight of your 

shipment, in the case of non-binding estimates, and 

unforseen charges that occur in transit or at destination.

Inventory

Your mover must prepare an inventory of your shipment. This is usually done at the time the mover loads 

your shipment. The mover is required to list any damage or unusual wear to any items. The purpose is to 

make a record of the existence and condition of each item before it is moved.

After completing the inventory, both you and the mover must sign each page of the inventory. It is important that before 

signing you make sure the inventory lists every item in your shipment and that entries regarding the condition of each 

item are correct. You have the right to note any disagreement. When your shipment is delivered, if an item is missing or 

damaged, your ability to recover from the mover for any loss or damage may depend on the notations made on this form.

The mover will give you a copy of each page of the inventory. Attach the complete inventory to your copy of the bill of 

lading. It is your receipt for the shipment.

At the time your shipment is delivered, it is your responsibility to check the items delivered against the items listed on your 

inventory. If new damage is discovered, make a record of it on the inventory form. Call the damage to the attention of the 

mover and request that a record of the damage is made on the mover’s copy of the inventory.

After the complete shipment is unloaded, the mover will request that you sign the mover’s copy of the inventory to show 

that you received the items listed. Do not sign until you have assured yourself that it is accurate and that proper notations 

have been entered regarding any missing or damaged items. Movers are prohibited from having you sign documents that 

release the mover from all liability for loss or damage to the shipment in exchange for delivery.
Your Rights and Responsibilities When You Move

BILL

10

Bill of Lading

Your mover is required by law to prepare a bill of lading for your shipment. The bill of lading is the 

contract between you and the mover for the transportation of your shipment. This document is issued 

at least 3 days prior to the pickup date. The information on the bill of lading is required to include all the 

information and charges associated with the transportation of your shipment. The driver who loads your 

shipment must give you a copy of the bill of lading before or at the time of loading your shipment. The 

bill of lading is an important document. Do not lose or misplace your copy. Keep it available until your 

shipment is delivered, all charges are paid, and all claims, if any, are settled.

IT IS YOUR RESPONSIBILITY TO READ 

THE BILL OF LADING BEFORE YOU ACCEPT IT

The bill of lading requires the mover to provide the service you requested and requires you to pay the charges for the 

service. It is your responsibility to understand the bill of lading before you sign it. If you do not agree with something on 

the bill of lading, do not sign it until you are satisfied it is correct.

The bill of lading serves to identify the mover and specifies when the transportation is to be performed. Be sure that the 

portions of the bill of lading that note the dates when pickup and delivery are to be performed are completed and that 

you agree with the dates on the bill of lading. It also specifies the terms and conditions for payment of the total charges 

and the maximum amount required to be paid at the time of delivery for shipments moving under a binding estimate. In 

the case of shipments moving under non-binding estimates, the bill of lading will not include a final calculation of charges 

because that cannot be determined until the shipment is weighed. However, the bill of lading must contain all relevant 

shipment information – except the shipment weight that will be determined after the shipment has been weighed and any 

unforeseen charges that occur in transit or at destination.

The bill of lading must include the following 17 elements:

1 The legal or trade name (i.e., doing business as 

name) of the mover as it is registered with FMCSA, 

to include its physical address.

2 The names, telephone numbers, addresses, and 

USDOT Numbers of any motor carriers, when 

known, who will participate in transportation of the 

shipment.

3 Your name, address, and, if available, telephone 

number(s).

4 The form of payment the mover and its agents will 

honor at delivery. The payment information must be 

the same that was entered on the estimate.

5 When transportation is on a collect-on-delivery 

basis, the name, address, and if furnished, the 

telephone number, facsimile number, or email 

address of a person to notify about the charges. 

The notification may also be made by overnight 

courier or certified mail, return receipt requested.

6 For non-guaranteed service, the agreed date or 

period of time for pickup of the shipment and the 

agreed date or period of time for the delivery of the 

shipment.

7 For guaranteed service, subject to tariff provisions, 

the dates for pickup and delivery, and any penalty 

or per diem entitlements due to you.
11

1 The actual date of pickup.

2 The company or motor carrier identification number 

of the vehicle(s) that will transport your shipment.

3 The terms and conditions for payment of the total 

charges, including notice of any minimum charges.

4 The maximum amount your mover will demand 

at the time of delivery in order for you to obtain 

possession of the shipment, when you transport 

under a collect-on- delivery basis.

5 The valuation statements provided in the Surface 

Transportation Board (STB)’s released rates order. 

These statements require individual shippers either 

to accept Full Value Protection for their liability 

or to waive the Full Value Protection in favor of 

the STB’s released rates. The released rates may 

be increased annually by the motor carrier based 

on the U.S. Department of Commerce’s Cost of 

Living Adjustment. Contact the STB for a copy of 

the Released Rates of Motor Carrier Shipments of 

Household Goods. If the individual shipper waives 

your Full Value Protection in writing on the STB’s 

valuation statement, you must include the charges, 

if any, for optional valuation coverage (other than 

Full Value Protection).

6 Evidence of any insurance coverage sold to 

or procured for the individual shipper from an 

independent insurer, including the amount of the 

premium for such insurance.

7 A complete description of any special or accessorial 

services ordered and minimum weight or volume 

charges applicable to the shipment, subject to the 

following two conditions:

A If your mover provides service for you on rates 

based upon the transportation of a minimum 

weight or volume, your mover must indicate 

on the bill of lading the minimum weight- or 

volume-based rates, and the minimum charges 

applicable to the shipment.

B If your mover does not indicate the minimum 

rates and charges, your mover’s tariff must 

provide information to compute the final 

charges relating to such a shipment based 

upon the actual weight or volume of the 

shipment.

8 Each attachment to the bill of lading is an integral 

part of the contract. That includes the binding or 

non-binding estimate, inventory and any signed 

waiver documents associated with the shipment.

9 Any identification or registration number assigned 

to the shipment.

10 A statement that the bill of lading incorporates by 

reference all the services included on the estimate, 

including any new estimate prepared by the mover.

The bill of lading must be signed and dated by you and 

your mover at origin and destination.

11
Your Rights and Responsibilities When You Move

ESTIMATE

TOTAL

12

Invoice

At the time of payment of transportation charges, your mover must give you an invoice identifying the 

service provided and the charge for each service. It is customary for most movers to use a copy of the bill 

of lading as a freight invoice.

Except in those instances where a shipment is moving on a binding estimate, the invoice must specifically identify each 

service performed, the rate or charge per service performed, and the total charges for each service. If this information is 

not on the invoice, do not accept or pay the invoice.

Your mover must deliver your shipment upon payment of 100 percent of a binding estimate or 110 percent of a nonbinding estimate, plus the full cost of any additional services that you required after the contract was executed and any 

charges for impracticable operation, not to exceed 15 percent of all other charges due at delivery. If you do not pay the 

transportation charges due at the time of delivery, your mover has the right, under the bill of lading, to refuse to deliver 

your shipment. The mover may place your shipment in storage, at your expense, until the charges are paid.

On shipments paid in advance, your mover must present its invoice for all transportation charges within 15 days of the date 

your mover delivered the shipment. This period excludes Saturdays, Sundays, and Federal holidays.

On shipments paid upon delivery, your mover must present its invoice for all transportation charges on the date of 

delivery, or, at its discretion, within 15 days calculated from the date the shipment was delivered at your destination. This 

period excludes Saturdays, Sundays, and Federal holidays. Bills for additional charges based on the weight of the shipment 

will be presented after 30 days from delivery; charges for impracticable operations not paid at delivery are due within 30 

days of the invoice.

Your mover’s freight invoices and accompanying written notices must state the following five items:

1 Penalties for late payment

2 The period of time for any credit extended 

3 Service or finance charges

4 Collection expense charges

5 Any applicable discount terms

Weight Tickets

Your mover must obtain weight tickets if your shipment is moving under a non-binding estimate. Each 

time your shipment is weighed, a separate weight ticket must be obtained and signed by the weigh 

master. If both weighings are performed on the same scale, one weight ticket may be used to record both 

weighings. The weight tickets must be presented with the invoice. Each weight ticket must contain the 

following six items:

1 The complete name and location of the scale. 

2 The date of each weighing.

3 The identification of the weight entries as being the 

tare, gross, or net weights. 

4 The company or mover identification of the vehicle.

5 The last name of the individual shipper as it appears 

on the bill of lading. 

6 The mover’s shipment registration or bill of lading 

number.

Additional information regarding weighing shipments is located later in this booklet.
13

Collection of Charges

Your mover must issue you an honest and truthful invoice for each shipment transported. 

When your shipment is delivered you will be expected to pay either: 

1 100 percent of the charges on your binding estimate, or 

2 110 percent of the charges on your non-binding estimate. 

You will also be requested to pay the charges for any services that you requested (for 

example, waiting time, an extra pickup or delivery, storage) after the contract with your 

mover was executed that were not included in the estimate, and any charges for services 

performed in conjunction with impracticable operations, not to exceed 15 percent of all 

other charges due at delivery. Your mover will bill you after your shipment is delivered for 

any remaining services.

You should verify in advance what method of payment your mover will accept. Your mover 

must note in writing on the bill of lading the forms of payment it accepts at delivery. Do 

not assume your mover will accept payment by credit card unless it is clearly indicated on 

the bill of lading.

If you do not pay the charges due at the time of delivery the mover has the right to refuse 

to deliver your shipment and to place it into storage at your expense until the charges are 

paid. It is standard procedure for you to pay the charges due at delivery prior to the mover 

unloading the shipment at destination. In accordance with the terms specified on the bill 

of lading.

If your shipment is transported by two or more trucks, the mover may require payment 

for each portion as it is delivered. You mover may delay the collection of all the charges 

until the entire shipment is delivered, at its discretion. When you confirm your shipment 

transportation with your mover, you should ask the mover about this policy.

Your mover can only collect the charges on the percentage of the shipment that was 

successfully delivered. For example if you receive a binding estimate of $1,000 to move 

1,000 pounds of your goods and 50 percent of that shipment is lost, then the mover 

can only collect 50 percent of the estimate or $500. If the estimate is non- binding then 

only 50 percent of the actual charges, not to exceed 110 percent of the estimate can be 

collected which would be $550.

Your mover is forbidden from collecting, or requiring you to pay, any freight charges 

(including any charges for accessorial or terminal services) when your shipment is totally 

lost or destroyed in transit, unless the loss or destruction was due to an act or omission by 

you. However, if you receive Full Value Protection on your shipment, you will be required to 

pay the premium to process your claim for the total loss.
Your Rights and Responsibilities When You Move 14

Transportation of your Shipment

Pickup and Delivery

Before you move, be sure to reach an agreement with your mover on the dates for pickup 

and delivery of your shipment. It is your responsibility to determine on what date your 

shipment will be picked up and the date or timeframe you require delivery. Once an 

agreement is reached, your mover must enter those dates upon the bill of lading. Upon 

loading your shipment, your mover is contractually bound to provide the service described in 

the bill of lading.

The mover might use the term “delivery spread” as the timeframe in which you can expect 

your shipment to be delivered. This means that your shipment could arrive anytime during 

the delivery spread. The mover will usually give you a 24-hour advance notice of when they 

plan to arrive with your shipment. At that time, you must be available to accept delivery or 

your shipment could be placed in storage at your expense.

When you and the mover agree to a delivery date, or to a range of dates, it is your 

responsibility to be available to accept delivery on any of those dates. The same applies 

when you and the mover agree to alternate delivery dates.

Do not agree to have your shipment picked up or delivered “as soon as possible”. The dates 

or periods you and your mover agree upon should be definite.

If you request the mover to change the dates for your shipment, most movers will agree 

to do so if the change will not result in unreasonable delay to their equipment or interfere 

with another customer’s move. However, the mover is not required to change the dates and 

can place your shipment in storage at your expense if you are unwilling or unable to accept 

delivery on the agreed dates.

The only reason your mover would be excused from providing a service as described in the 

bill of lading is because of “force majeure.” This is a legal term which means an unforeseen 

change of circumstances beyond the control of the mover. For example, if there were a major 

snow storm that prevented your mover from servicing your shipment as outlined in the bill of 

lading, your mover would not be responsible for damages resulting from its nonperformance.

If your mover fails to pick up or deliver your shipment on the agreed date or during the 

delivery spread, and you have expenses that you otherwise would not have, you may be able 

to recover these expenses from the mover through a delay of shipment claim.

Ask your mover before you move what payment or other arrangements you can expect if your 

shipment is delayed through the fault of the mover.

Your mover must transport your household goods in a timely manner. This is also known as 

“reasonable dispatch service.” If you have arranged for a guaranteed delivery date, the terms 

of that agreement with your mover apply.

When your mover is unable to meet either the pickup or delivery dates or provide service 

during the periods of time specified in the bill of lading, your mover must notify you of the 

delay. The mover must advise you of the dates or periods of time it may be able to pick up 

and/or deliver your shipment. Your mover must provide this information in writing.
15

Early Delivery

If you are unable to accept delivery before the first day of the delivery spread, then your mover may place your shipment 

in storage in a warehouse located in proximity to the destination. If your mover exercises this option, your mover must 

immediately notify you of the name and address of the warehouse where your mover places your shipment. Your mover 

has full responsibility for the charges for re-delivery, handling, and storage until it makes the final delivery.

Storage in Transit

You may request your mover to store your household goods before delivering them. Your mover must notify you in writing 

or in person at least 10 days before the expiration date of:

1 The specified period of time when your mover is to 

hold your shipment in storage.

2 The maximum period of time provided in its tariff 

for storage-in-transit.

If your mover holds your household goods in storage-in-transit for less than 10 days, your mover must notify you, 1 day 

before the storage-in-transit period expires of the same information specified above.

When the storage period is about to expire, your mover must notify you in writing about the following four items:

1 The date when storage-in-transit will covert to 

permanent storage.

2 The existence of a 9-month period after the 

date of conversion to permanent storage, 

during which you may file claims against your 

mover for loss or damage occurring to your 

goods while in transit or during the storage- intransit period.

3 When your mover’s liability will end for loss and 

damage.

4 When your shipment will become subject to the 

rules, regulations, and charges of the management 

of the storage facility.
Your Rights and Responsibilities When You Move 16

Weighing Shipments

If your mover transports your household goods on a non-binding estimate, your mover must 

determine the actual weight of your shipment on a certified scale in order to calculate its 

lawful tariff charge. If your mover provided a binding estimate, the weight of the shipment 

will not affect the charges you will pay, so there is no requirement to weigh shipments 

moving under binding estimates.

Most movers have a minimum weight charge for transporting a shipment. If your shipment 

appears to weigh less than the mover’s minimum weight, your mover must state the 

minimum cost on the bill of lading. Should your mover fail to advise you of the minimum 

charges and your shipment is less than the minimum weight, your mover must base your 

final charges upon the actual weight, not upon the minimum weight.

Usually, your shipment will be weighed in the city or local area where the shipment 

originates. The driver has the truck weighed before coming to your residence and then has it 

weighed again after your shipment has been loaded. The difference in these two weights is 

the weight of your shipment.

The mover may also weigh your shipment at destination when the shipment is delivered. 

The driver will have the truck weighed with your shipment on board and then weighed a 

second time after your shipment has been unloaded. Each time a weighing is performed, the 

driver is required to obtain an official weight ticket signed by the weigh master of a certified 

scale and a copy of the weight tickets must accompany your copy of the bill of lading. 

Shipments of less than 3,000 pounds may be weighed on a certified warehouse scale.

You have the right, and your mover must inform you of 

your right, to observe all weighing of your shipment. Your 

mover must tell you where and when each weighing will 

occur. Your mover must give you a reasonable opportunity 

to be present to observe the weighing. You may waive 

your right to observe weighing; however, you must waive 

that right in writing.

If your shipment is weighed at origin and you believe 

that the weight may not be accurate, you have the right 

to request that the shipment be reweighed before it is 

unloaded. The mover is not permitted to charge you for the 

reweighing, but the final charges due will be based on the 

reweigh weight, even if it is more than the initial weight.

If you request notification of the actual weight and charges 

of your shipment, your mover must comply with your 

request if it is moving your household goods on a collecton-delivery basis. This requirement is conditioned upon 

you supplying your mover with contact information.

Notification of Delivery 

You must receive the mover’s notification at least 24-hours 

before the scheduled delivery, excluding Saturdays, 

Sundays, and Federal holidays.

Your mover must disregard this 24-hour notification 

requirement on shipments subject to one of the following 

three situations:

1 When your mover weighs your shipment at 

destination.

2 When pickup and delivery encompasses two 

consecutive weekdays, if you agree.

3 When the maximum payment at time of delivery is 

110 percent of the estimated charges, if you agree.
17

Resolving Disputes with your Mover

The FMCSA maintains regulations to govern the processing of loss and damage claims, however, we cannot resolve these 

claims on your behalf. If you cannot reach a settlement with your mover, you have the right to request arbitration from 

your mover. All movers are required to participate in an arbitration program and your mover is required to provide you 

with a summary of its arbitration program before you sign the bill of lading.

Arbitration gives you the opportunity to settle loss or damage claims and certain types of disputed charges through a 

neutral arbitrator. You may find submitting your claim to arbitration is a less expensive and more convenient way to seek 

recovery of your claim than filing a lawsuit. You are not required to submit to arbitration in the event of a dispute. However, 

if you request arbitration for a claim for $10,000 or less, the mover must agree to arbitration and the arbitrator’s decision 

is binding on the parties. Further, the mover is not required to agree to arbitration if the claim exceeds $10,000. If the 

mover does agree, the arbitrator’s decision will be binding on both you and the mover.

You may choose to pursue a civil action in a court of appropriate jurisdiction in lieu of arbitration. Legal action may be 

initiated by filing a claim in your State and serving papers on the mover’s process agent in that State. You may file in State 

court or (if the amount of the claim is more than $10,000) in Federal court. You may obtain the mover’s process agent 

information in your State by contacting FMCSA at (800) 832-5660. You may also obtain the name of the mover’s process 

agent via the internet by following the instructions below.

1 Go to http://li-public.fmcsa.dot.gov

2 Scroll to the bottom of the page and click on 

CONTINUE

3 At the top of the screen click on CHOOSE MENU 

OPTION, for the drop down box and select 

CARRIER SEARCH, then press GO

4 Type in the USDOT or MC number for the motor 

carrier 

5 Click on HTML

6 Scroll to the bottom of the page, see BLANKET 

COMPANY, and click on the link.

7 You will see a list of process agents by State, locate 

the process agent for your State.

The FMCSA cannot settle your dispute with your mover.

You must resolve your own loss and damage and/or moving charge disputes with your mover. You entered into a 

contractual agreement with you mover. Therefore, you are bound by each of the following three terms and conditions:

1 The terms and conditions you 

accepted when you signed the 

bill of lading.

2 The terms and conditions you 

accepted when you signed for 

delivery of your shipment.

3 Any additional terms and 

conditions you agreed to 

with your mover. 

If your mover refuses to deliver your shipment unless 

you pay an amount the mover is not entitled to charge – 

contact FMCSA immediately at (888) 368-7238.
Your Rights and Responsibilities When You Move 18

Important Points to Remember

1 Movers must give written estimates. The estimates may be 

either binding or non-binding. Non-binding estimates are 

“approximations” only, and the actual transportation charges you 

are eventually required to pay may be higher than the estimated 

price.

2 Do not sign blank documents. Verify the document is complete 

before you sign. In limited situations, it may be appropriate to 

sign an incomplete document if the only information that does 

not appear in your moving paperwork is the actual weight of your 

shipment (in the case of a non-binding estimate) and unforeseen 

charges that occur in transit or at destination. 

3 Be sure you understand the mover’s responsibility for loss or 

damage. For more information see FMCSA’s brochure titled, 

“Understanding Valuation and Insurance Options’’ https://www.

fmcsa.dot.gov/protect-your-move/valuation-insurance. 

4 Understand the type of liability to which you agree. Ask yourself if 

60 cents per pound is enough coverage for your household goods 

or whether you need to purchase additional valuation.

5 Notify your mover if you have high value items. High value items 

are valued at more than $100.

6 You have the right to be present each time your shipment is 

weighed. You also have the right to request a reweigh at no charge.

7 Confirm with your mover the types of payment acceptable prior to 

the delivery of your shipment. 

8 Consider requesting arbitration to settle disputed claims with your 

mover. 

9 You should know if the company you are dealing with is a 

household goods motor carrier (mover) or household goods 

broker, and if they are registered with FMCSA. Go to www.

protectyourmove.gov for this information.

10 Do not sign the delivery receipt if it contains any language releasing 

or discharging your mover or its agents from liability. Strike out 

such language before signing, or refuse delivery if the mover 

refuses to provide a proper delivery receipt.
19

Definitions and Common Terms

Accessorial (additional) services – These are services other than line-haul transportation, such as packing, 

unpacking, appliance servicing, or piano carrying that you request to be performed or are necessary because of landlord 

requirements or other special circumstances. Charges for these services may be in addition to the line-haul charges.

Advanced Charges – Charges for services performed by someone other than the mover. A professional, craftsman, or 

other third party may perform these services at your request. The mover pays for these services and adds the charges to 

your bill of lading.

Agent – A local moving company authorized to act on behalf of a larger national company.

Appliance Service by Third Party – The preparation of major electrical appliances to make them safe for 

transportation. Charges for these services may be in addition to the line-haul charges.

Bill of Lading – The receipt for your shipment and the contract for its transportation.

Broker – A company that arranges for the transportation of household goods by a registered moving company.

Collect on Delivery (COD) – This means payment is required at the time of delivery at the destination residence (or 

warehouse).

Certified Scale – Any scale designed for weighing motor vehicles, including trailers or semitrailers not attached to a 

tractor, and certified by an authorized scale inspection and licensing authority. A certified scale may also be a platform or 

warehouse type scale that is properly inspected and certified.

Commercial Zone – A commercial zone is roughly equivalent to the local metropolitan area of a city or town. Moves 

that cross state lines within these zones are exempt from FMCSA jurisdiction and, therefore, the moves are not subject to 

FMCSA regulations.

Estimate, Binding – This is a written agreement made in advance with your mover. It guarantees the total cost of the 

move based upon the quantities and services shown on the estimate.

For example, a move between Brooklyn, New York, and Hackensack, New Jersey, would 

be considered to be within the New York City commercial zone. Although it crossed states 

lines, this move would not be subject to FMCSA regulations.
Your Rights and Responsibilities When You Move 20

Estimate, Non-Binding – This is what your mover believes the cost will be, based upon the estimated weight of the 

shipment and the services requested. A non-binding estimate is not binding on the mover. The final charges will be based 

upon the actual weight of your shipment, the services provided, and the tariff provisions in effect.

Expedited Service – An agreement with the mover to perform transportation by a set date in exchange for an agreed 

upon additional charge.

Flight Charge – An additional charge for carrying items up or down flights of stairs. Charges for these services may be in 

addition to the line-haul charges.

Full Value Protection – The liability coverage option you are to receive for your shipment unless you waive this option 

in writing. It means your mover will process your loss and damage claim by replacing or repairing the item to restore its 

original like, kind, and quality.

Guaranteed Pickup and/or Delivery Service – An additional level of service featuring guaranteed dates of service. 

Your mover will provide reimbursement to you for delays. This service may be subject to minimum weight requirements.

High-Value Article – These are items valued at more than $100 per pound.

Household Goods – As used in connection with transportation, household goods are the personal effects or property 

used, or to be used, in a dwelling, when part of the equipment or supplies of the dwelling belong to an individual shipper. 

Transporting of the household goods must be arranged for and paid by you or another individual on your behalf.

Household Goods Motor Carrier – A motor carrier that, in the normal course of its business of providing 

transportation of household goods, offers some or all of the following additional services: (1) Binding and Non-binding 

estimates, (2) Inventorying, (3) Protective packing and unpacking of individual items at personal residences, and (4) 

Loading and unloading at personal residences. The term does not include a motor carrier when the motor carrier provides 

transportation of household goods in containers or trailers that are entirely loaded and unloaded by an individual (other 

than an employee or agent of the motor carrier).

Individual Shipper – Any person who:

1 Is the shipper, consignor, or consignee of a 

household goods shipment;

2 Is identified as the shipper, consignor, or consignee 

on the face of the bill of lading;

3 Owns the household goods being transported; and 

4 Pays his or her own tariff transportation charges.

Impracticable Operations – Conditions which make it physically impossible for the mover to perform pickup or 

delivery with its normally assigned road-haul equipment so that the mover is required to use specialized equipment and/

or additional labor to complete pickup or delivery of your shipment. A mover may require payment of additional charges 

for services required due to impracticable operations, even if you do not request these services. The specific services 

considered to be impracticable operations by your mover are defined in your mover’s tariff.

Inventory – The detailed list of your household goods showing the number and condition of each item.

Line-Haul Charges – The charges for the transportation portion of your move. There may be additional charges that 

apply for accessorial services, such as climbing stairs, using elevators, storage or other charges.

Long Carry – A charge for carrying articles excessive distances between the mover’s vehicle and your residence. Charges 

for these services may be in addition to the line- haul charges.

May – An option. You or your mover can do something, but it is not a requirement.
21

Mover – A household goods motor carrier and its household goods agents.

Must – A legal or regulatory obligation. You or your mover are required do something.

Order (Bill of Lading) Number – The number used to identify and track your shipment.

Peak Season Rates – Higher line-haul charges that may be applicable during busy moving season (usually between May 

and September).

Pickup and Delivery Charges – Separate transportation charges applicable for transporting your shipment between 

the storage-in-transit warehouse and your residence.

Reasonable dispatch – The performance of transportation on the dates, or during the period of time, agreed upon by 

you and your mover as shown on the Order for Service and/or the Bill of Lading. The term “reasonable dispatch” excludes 

transportation provided under your mover’s tariff provisions requiring guaranteed service dates.

Shipment – Your personal property (household goods) that is being transported from your origin address to your 

destination address.

Should – A recommendation. We recommend you or your mover do something, but it is not a requirement.

Storage-In-Transit (SIT) – The temporary warehouse storage of your shipment, pending further transportation, with or 

without notification to you.

Surface Transportation Board – The federal agency that regulates household goods mover tariffs, among other 

responsibilities. The Surface Transportation Board’s address is: 395 E Street, SW, Washington, DC 20423-0001, telephone 

(202) 245-0238, and website www.stb.gov.

Tariff – A document, issued by the mover, containing rates, rules, regulations, classifications, or other provisions. 

The Surface Transportation Board requires that a tariff contain three specific items. First it must contain an accurate 

description of the services the mover offers to the public. Second, it must contain the specific applicable rates (or the basis 

for calculating the specific applicable rates) and service terms for services offered to the public. Third, the mover’s tariff 

must be arranged in a way that allows you to determine the exact rate(s) and service terms applicable to your shipment.

Valuation – The monetary value that you declare for your shipment. This is the maximum amount that your mover is 

liable for in the event of loss or damage to your shipment.

Warehouse Handling Charge – The charge that may be applicable each time SIT service is provided. Charges for these 

services may be in addition to the line-haul charges.

We, Us, and Our – The Federal Motor Carrier Safety Administration (FMCSA) .

You and Your – You are an individual shipper of household goods. You are a consignor or consignee of a household 

goods shipment and your mover identifies you as such in the bill of lading contract. You own the shipment being 

transported and pay the transportation charge.

You may find other terms used in this booklet defined by Federal statute, 49 U.S.C. § 

13102 or Federal regulation, 49 CFR part 375. This statute controls the definitions in 

this booklet. Terms in this booklet that are not defined in the statute or regulations 

will have the ordinary practical meaning.
FMCSA-ESA-03-006

Revised October 2022