Moving FAQ

Is Sem’s Moving Insured?
Yes – we are licensed, bonded and insured, and should any of your belongings be lost or damaged during the move as a result mover’s negligence they will be covered under our basic coverage, which provides 60 cents per pound based on the item lost or damaged. Please note that our basic coverage does not recognize the monetary value of individual belongings. For details on additional coverage and our valuable items claim policy, please go to moving claims policy.

How Long Does The Average Move Take From A 2-Bedroom Condo, 4-Bedroom House, Etc.?
While every move is unique, it’s possible to estimate moving times within a two- or three-hour window depending on the size of your home:
1 Bedroom Apartment = 2 – 4 hours
2-3 Bedroom Condo = 4 – 6 hours
2-3 Bedroom House = 5 – 8 hours
4-5 Bedroom House = 7 – 10 hours
Remember that these are only estimates, however, based on two movers for a 1-3 bedroom apartment or 2-bedroom house and three movers for a 3-5 bedroom house. You can decrease the moving time by packing your items in advance and having the boxes organized and ready to go. Relocation time is also affected by the distance between the pickup site and final destination, and any inclement weather, road, and traffic conditions.

How Do You Protect My Furniture During Transportation?
We wrap and cover all furniture with cushioned moving blankets, which are included in the base price.

Am I Responsible For Packing My Belongings?
We offer reasonably priced packing services if you are unable to pack your items on your own. Should you require our packing services, however, we recommend that you arrange for them prior to your moving date to allow for sufficient planning. The time our movers spend packing your items will be billed based on our standard hourly rate.

Do You Require A List Of Items To Be Moved?
Yes, we require that you email a complete list of items that will be moved to us ahead of time. Based on the information you provide, Sem’s Moving will ensure that your movers arrive in a truck large enough to transport all of your items in one trip. Disclaimer: Our largest trucks (26 square feet) will be assigned to locations larger than 2 bedrooms. While these are typically large enough to accommodate a single move, in some cases our movers will need to conduct additional trips with no price adjustments.

Do You Supply Packing Materials?
Yes – we can supply you with any packing materials you might need, including cardboard boxes, scotch tape, and bubble and shrink wrap, at reasonable prices. Please note that we only sell packing materials to customers hiring our movers. We also offer partial and full packing services on demand.

What If I Need To Reschedule My Move?
If, for any reason, you need to reschedule your moving date, please contact us as soon as possible. The sooner you notify us, the easier it will be for us to accommodate your needs. Please note that if you reschedule your move within 3 days of your originally scheduled date, we will retain your deposit and require another security deposit.

What Is Your Cancellation Policy?
If you cancel your move within 72 hours (3 days) of your scheduled moving date and time, your security deposit will be rendered non-refundable.

When Can I Expect The Movers To Arrive At My Pickup And Destination Sites?
We understand that on moving daytime is of the essence, and do our very best to prevent delays. However, due to traffic or weather conditions, arrivals might be delayed by up to 1 hour during morning assignments and up to 3 hours on afternoon ones. You will be promptly notified of any delays, and entitled to compensation depending on the severity of the delay. For example, if the moving team’s afternoon arrival is scheduled for between 1 and 2 PM and the team arrives after 4 PM, you will be entitled to a 10 percent discount on their hourly rate. For each additional 60-minute delay, you will be entitled to an additional 10 percent off your hourly rate.

Do You Move Pets?
We regret to inform our customers that we cannot transport pets and recommend that you transport them yourself or place them in temporary care with a family member, friend, or pet shelter.

Do You Move Plants?
We can move plants if necessary, but strongly recommend that you move any plants yourself and are not liable for any damages sustained by your plants during transportation.

Do You Move Perishable Foods?
We regret to inform our customers that perishable foods cannot be safely transported in our trucks. We suggest transporting perishable foods yourself using a cooler, or disposing of them prior to the move.

Do You Move Valuables?
Sem’s Moving will not be responsible for any loss or damage sustained by sensitive documents including account information, bills, cheques, evidence of debts, letters of credit, passports, tickets, documents, manuscripts, notes, mechanical drawings, securities, currency, money, precious stones, jewellery, or other similar valuables. Customers must take full responsibility for moving the above-mentioned items.

Am I Required To Be Present During The Pickup?
It is more helpful for all parties involved if you are present to identify any items and boxes being moved, or that require special handling or other similarly pertinent information. You will also have to sign your contract at the move’s beginning. Upon your items’ delivery, you will be required to confirm that your belongings were delivered to their new destination in their original condition. This is important for any insurance claims you could make regarding lost or damaged goods. If for whatever reason you are unable to be present on moving day, please arrange for someone familiar with your belongings to act as your representative.

How Can I Prepare My Children For The Move?
We recommend discussing the move with your children to help ease any feelings of anxiety. Moving can be very stressful for children, and it’s important to maintain familiar routines and keep their favorite toys and other small belongings nearby throughout the process. Visiting your new home and neighborhood prior to moving can also help alleviate their concerns.

Do You Assemble/Disassemble Furniture?
Each of our trucks includes a set of basic tools for assembling/disassembling items such as beds, dresser mirrors, and dining room tables, and our movers are happy to assist in their use. However, if an item requires special knowledge or tools we cannot service it, nor do we guarantee assembly of any item(s) that are new and still in their original box. Please note that we provide assembly/disassembly services as a courtesy; our movers are not specially trained for advanced assembly/disassembly and might not be able to provide this service for all items. Also, due to liability concerns, we cannot provide assembly or disassembly services for baby cribs, water beds, tanning beds, gas appliances, pool tables or pianos. If you have any questions regarding a specific furniture item please contact us.

Do You Connect/Disconnect Appliances?
We do not connect or disconnect washing machines, dryers, dishwashers, freezers, or refrigerators. All appliances must be disconnected and drained prior to the moving team’s arrival.

Do You Mount Items?
We apologize, but we cannot mount or remove flat-screen TV’s from walls, nor can bolt or unbolt items on or from walls and ceilings.

Are There Any Items You Do Not Move?
We do not move toxins, including mouse or rat poison, oxygen and propane tanks, flammables, explosives, weapons, and ammunition.

Billing And Payment Questions

When Does Billing Start?
The clock starts running once our movers arrive at your pick-up address, and the hourly rate continues through loading, transit to your destination, and unloading. The clock stops at your drop-off location once the truck is empty and all set-up tasks are completed.

Do You Require A Minimum Charge?
Sem’s Moving charges for a minimum of two hours’ work. If your move exceeds this two-hour minimum, your billing period will increase in increments of 30 minutes. Exceptions will apply only to special case moves based on a fixed price.

What Is Travel Time?
Travel time is a flat rate determined by the amount of time it takes for us to drive our truck from our premises to your pick-up location and back to our premises from your drop-off location. The flat-fee for travel time from and to our premises does not include the driving time from your pick-up location to your drop-off address.

What If I Have More Than One Pick Up And/Or Drop Off Locations?
Any stops between the initial pick-up location and final destination will be charged an additional $15 per stop.

What Else Am I Billed For?
As our client, you are responsible for all parking tickets and downtime (waiting for the elevator or property key holder to be available, traffic, inspection of belongings upon delivery, waiting for any credit card charges or Interac e-transfers to go through, etc.).

When Do I Pay The Bill?
We require that the moving team’s foreman receive all payments before our moving truck has been completely unloaded at your last drop-off location. For assignments scheduled for completion after office hours (8 pm EST), all credit card and Interac payments must be made 30 minutes before the office closes, to accommodate potential money transfer delays.

Which Payment Methods Are Accepted?
Sem’s Moving accepts cash, major credit cards, and Interac email money transfers. Our apologies, but we cannot process payments through personal or company cheques. Should you require an exception, it must be approved by our office prior to your moving date.

Are There Any Discounts Available?
We are happy to reward our repeat customers with a 10 percent discount on our hourly rate, for a maximum total of $50.

Are Breaks Included In The Hourly Rate?
Our movers are allowed one 15-minute break for every 2 hours of work, which is included in our standard hourly rate. If a moving project lasts for longer than 4 hours, our movers are allowed one 30-minute break for lunch, which will not be included in your billing time.

Force Majeure
In the event of inclement weather (snow storms, heavy rain, high winds, etc), all arrivals are subject to delays. If necessary, Sem’s Moving will reschedule the move to the next available date and time. However, we will neither give discounts or refunds, nor provide compensation in the event of any such rescheduling or delay.

What Is Your Policy Regarding Overtime?
Any moving time exceeding 10 consecutive labor hours or past 9 pm will be considered overtime and therefore subject to a 50 percent overtime fee. Should an assignment reach 12 hours your crew is not obligated to continue working and must be re-hired, if willing and available, on a future date.

Do You Have Additional Charges?
Additional charges or fees may apply for stairs, long walkways, major appliances (stove, refrigerator, deep freezer, washer/dryer), exercise equipment (elliptical, treadmill, etc), upright pianos, safes, metal file cabinets, marble/granite/glass table tops, etc. Please contact one of our relocation consultants regarding your particular needs if you have any questions.