• Frequently Asked Questions

    When choosing your moving company, we always recommend taking the time to perform the necessary research before reaching out. We would recommend checking for the following:

    • The company is registered and reputable
    • The sales staff that is assisting you throughout the move process is knowledgeable in regards to the moving industry and easily accessible during business hours
    • All quotes, details, communications and confirmation emails are sent in writing for future reference
    • An estimate form is sent and inventory collected prior to the reservation taking place
    • The moving contract includes the rates and charges originally quoted
    • Operations during regular business hours

    When deciding on your moving date, it is always recommended that this be arranged during a weekday rather than the weekend, if possible. Weekends tend to get quite busy and do book up much quicker.

    It is also recommended to book your pick-up prior to your closing date or a scheduled flight. Moving always tends to drag on longer than intended so you do not want to be stressed about the time!

    If you have a specific date in mind for your pick-up inquire with one of our sales agents and we would be happy to check availability for you. It is our goal to ensure the experience is as stress-free as possible, so our staff is happy to guide you along the way!

    The basic moving services that are offered do not include any packing materials or packing services, however free blanket wrapping of large items at time of pick-up is included. If you are interested in purchasing any packing materials or arranging packing services we recommend inquiring with your sales agent prior to the moving date. Our sales staff would be happy to quote you and make any of the necessary arrangements for your move.

    When preparing for your moving date, it is always recommended that the reservation is made at least 3-6 weeks prior to your preferred pick-up date. Making your reservation well in advance allows the staff to accommodate your availability much more and work around your schedule.

    However, if circumstances do not allow you to reserve the move this far in advance, we can typically work with you to make the necessary arrangements for your move, however in some cases we may need some flexibility with your move date. We do our best to work with every client and accommodate their specific needs.

    The transit time for your move from the point of origin to the point of destination can vary depending on many factors. This is based on distance, accessibility and ferry requirements.

    If we are picking up from or delivering to a remote location this can affect transit times, however transit times to and from larger cities tend to be more predictable. If your location requires a ferry for accessibility, this would also affect the transit.

    Additionally, in winter months, transit times can be affected due to poor road and weather conditions, although our dispatch department does do their best to mitigate these factors and provide regular updates on estimated arrival times.

    When placing your reservation please inquire with your sales agent on the estimated time frame for arrival of your goods. The goods typically will arrive within the anticipated time frames, however we recommend planning for extra time just in case. Rest assured, our staff will do their best to keep you well informed and updated throughout the transit process!

    Atlantic Van Lines offers many storage options and locations across Canada if required. Many clients may need storage for either a short or long period of time depending on their individual needs.

    If that is the case, and storage is required, please make this request with your sales agent prior to the moving date so that we can make the necessary arrangements for you. Many of our available locations may be able to accommodate last minute storage requests, however it is recommend that this be requested in advance as availability may be limited, especially in our peak season.

    It is common that many of our clients will ask to ship their vehicles alongside their household items. If that is the case, we are happy to assist with this process through one of our third party affiliates for vehicle shipping.

    When reserving your vehicle transportation alongside your household move, a discounted rate would typically be offered. Please inquire with your sales agent to request a car quote and begin the process. Please keep in mind the reservation for vehicle shipping should be made at least 1-2 weeks in advance to ensure availability.

    Preparing and budgeting for your move

    In order for an accurate quote to be provided we would require an accurate inventory list to be submitted prior to the reservation being made. One of our sales agents will provide you with an estimate form to make this process easier.

    Once the inventory list has been received, we would then be able to provide you an accurate quote for your move. This allows us to reserve sufficient space, labour and equipment on our trucks, therefore we ask that the submitted inventory list is as detailed as possible. We want to avoid any surprises and ensure you are able to budget appropriately for your move, therefore our staff will work with you throughout this process and if there are any changes please speak with your sales agent so we can update the quote accordingly.

    Please note a non-refundable deposit is required at time of booking to ensure we can reserve space for your move. This deposit would be deducted from your final balance at time of payment.

    Payment for the move would be due before the goods depart from the origin province or prior to scheduling your delivery date. Our staff will usually follow up with you a few days after the pick-up is complete to provide your final balance and the available payment methods.

    If there are any applicable storage fees for your move, your sales agent will work with you to create a payment schedule to keep up with the monthly payments and ensure your remain within budget!

    At the time of booking, you will receive a Moving Contract that will detail all the available payment methods. Atlantic Van Lines accepts payment through email transfer, credit card, bank draft or certified cheque.

    Atlantic Van Lines does not hide or surprise clients with undisclosed fees as we want to ensure you are able to remain within your set out budget. However, there are additional services required that may lead to additional charges.

    In order to ensure you are able to budget for any extra charges, we ask that an accurate inventory list is provided along with any information about the details of your pick-up and delivery locations. Information such as parking limitations at origin or destination, stairs at entry/exit or packing requirements should be informed to your sales agent in the case extra fees may apply. This will allow your sales agent to provide you with the anticipated costs so that you are ale to make informed decisions for your move.

    If the crew arrive to your pick-up/delivery location and additional needs/services must be accommodated, then the crew would inform you of the cost immediately. They will ensure to clearly explain any additional charges so that an informed decision can be made and you are able to budget appropriately. Any additional fees will be included on your contract and would need to be signed and approved before proceeding.

    Once your reservation has been processed, you will receive a Moving Contract to review and confirm. This will confirm all rates and charges quoted, and will also detail information regarding additional charges that may apply for additional needs/services. If you have any questions about the Moving Contract, our sales team will always be happy to assist you and offer any clarification needed.

    Relocating Your Belongings:

    The crew that is dispatched for your move will ensure to follow all necessary procedures and guidelines to ensure the safety of your items throughout the loading, transit and offloading processes. The crew is trained to ensure the safe handling and loading of your items.

    Appropriate materials would be used to ensure the cleanliness and safety of your goods. For large furniture items, the movers will use professional moving blankets as this provides the necessary padding for the items while in transit. Plastic covers must be used for any upholstered items such as sofas and mattresses. If packing materials are required, these can be purchased at the time of pick-up from the movers. If you would like to inquire about the cost of packing supplies, one of our sales agents would be happy to send over a list of packing prices for your review.

    The basic service quoted assumes that all items would be packed and ready to go before the movers arrive. The basic quote does include protective blanket wrapping of all large furniture items, however all items must be boxed and ready to go into boxes, sealed totes or suitcases. We are not able to ship any items in plastic or garbage bags as these are likely to rip in transit, and would risk the safety of your items.

    If you would like to inquire about the cost of packing supplies/services, one of our sales agents would be happy to send over a list of packing prices for your review.

    Included in the service is the mover’s basic liability, however this coverage does not include owner packed boxes. If you would like to inquire about what the basic liability coverage includes, you are welcome to reach out to your sales agent for further information.

    All dresser drawers must be emptied for transit to ensure the safety of the items and the furniture pieces themselves. The contents of the drawers should be packed into boxes, containers or suitcases before the movers arrive.

    This is done to ensure the safety of your items for transit, as well as the movers when carrying heavy pieces.

    Due to safety issues, our crew is unable to dismount any items or electronics, or remove any items fastened to brackets. This should be done before the movers arrive, and if needed the movers can assist with packing supplies or services if required.

    If you would like to inquire about the cost of packing supplies/services, one of our sales agents would be happy to send over a list of packing prices for your review.

    Included in the cost of your move is free basic disassembly of all large furniture pieces at the time of your pick-up. This is done to ensure the larger items are able to safely fit through doorways and avoid potential damage to your goods or your home. This also ensures safe loading of your items on the trucks.

    At this time we do not offer reassembly services within our quote. If this service is required, please inquire with your sales agent for availability and pricing. We would recommend providing a photo of the items to be reassembled for more accurate pricing.

    Please note our movers are unable to disassemble cribs due to safety reasons. All IKEA furniture items must be disassembled prior to the movers’ arrival to your home.

    If you believe there are items in your home that require extra time/effort for disassembly, please speak to your sales agent so that arrangements can be made and if there is an additional cost this can be quoted for budgeting purposes.

    There would not be any imposed weight limits for your goods as we are able to accommodate every move, no matter the weight or size. However, we do recommend ensuring the boxes do not exceed 40-50 lbs each to ensure the safety of the contents while in transit.

    We do not recommend shipping plants with your household move as the trucks are not temperature controlled and the plants may die through the transit time. If possible, it is recommended plants be taken by hand to ensure their safety.

    However, if you decide it is worth the risk, we can have the plants shipped if they are packed appropriately in boxes as this ensures the safety of the rest of your goods.

    Although loved by many (especially our crew), we would not be able to safely ship any animals with the rest of your household items. The trucks are not temperature controlled and transit times vary, so it is best to make separate travel arrangements for your furry friends in advance.

    There are certain items that have been banned for shipping by the Highway Traffic Act, and others may have certain restrictions. Dangerous goods – such as firearms, can be shipped under controlled conditions. If shipping any firearms please notify your sales agent so you can be advised on the appropriate conditions for safe shipping.

    If you are shipping any restricted goods in your shipment without disclosure to our staff, we are not able to take any responsibility for these items.

    We would not be able to ship the following items:

    • Ammunition
    • Combustible items (ex. Propane tanks, beauty products, gasoline, etc.)
    • Perishable foods
    • Plants
    • Animals
    • Liquids
    • Jewelry

    Our services include the full offloading of your items into your new home, and as we offer room-to-room service, the movers can bring the items into the requested rooms as long as someone is present to guide them.

    Boxes would be delivered to one main room of the home, to later be sorted. Please keep in mind if there are any parking restrictions or stairs leading to the front entrance please notify your sales agent so the necessary arrangements can be made and discussed.

    In the case your pick-up date must be rescheduled due to unforeseen events, we can typically make these arrangements as long as we are given enough notice. In this case, flexibility with our availability may be required for the new pick-up date, however our staff will do their best to accommodate your needs and preferences.

    The pick-up and delivery times are always scheduled and confirmed 1 business day in advance. Dispatch will reach out to you to confirm your move times and confirm any other required details. If you have any timing restrictions, such as elevator reservations, please notify your sales agent in advance so dispatch can accommodate your requested time frame.

    We do stress the importance of being present at the time of pick-up as it is important that the movers are directed on what items should and should not be loaded for transit. However, we are aware sometimes this cannot be avoided, in this case we recommend having someone present on your behalf for the move. This individual should be aware of which items are to be moved as well as any other instructions the movers may require. If someone will be present on your behalf, they will act as your proxy and be responsible for signing the contract and initialling any additional charges (if applicable) on your behalf.

    Please ensure your contact’s information is provided to your sales agent or your dispatch agent so the movers are able to reach out directly to them on the moving date.

    Atlantic Van Lines does have a live tracking system available on our website that will allow you to track your shipment while in transit.  You are welcome to reach out to our dispatch department as well at any time to receive an update on the estimated arrival of your goods.