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OUR MOVING PROCESS

Please review our Moving Process, Customer Responsibilities and Transit Protection documents. It is important that you read and understand this information and let us know if you have any questions.

  1. Determining the estimated weight of your goods – The first step of the moving process is to determine the weight of your shipment. This is obtained from a complete and accurate list of items you are moving. It is important to provide us with an accurate list of items and services you require so we may provide you with an accurate estimate.

  2. We provide you with an estimate – Once we know the estimated weight of your shipment, where you are moving to and from, and when you are moving, we provide you with an estimate of the cost. Your Moving Consultant reviews all details and services with you and will list them on your Estimate for your review.

  3. You book your move – Once you have accepted the terms and pricing, your move is ready for reservation. A 10% deposit is required for your reservation and is taken at the time of booking. A reservation (registration) number is issued and your move is booked for the agreed-upon pick-up date. We e-mail you all your moving- related documents for your records and review. Please review these documents and information thoroughly.

  4. We reconfirm your move details – We will contact you again by phone or e-mail at least four days prior to your move or packing date to reconfirm the details of your move; this ensures we are both prepared on moving day.
  1. Our crew is dispatched to your home – The crew will be dispatched and will arrive by your scheduled start time. In the event that they are delayed from traffic or any other unforeseen circumstance, they will contact you in advance of your start time to advise you of the delay, and they will provide you with a revised expected arrival time.
  1. Review of your contract, services and list of items – When your crew arrives, they will lay floor runners to protect the main traffic areas of your home. The Van Foreman will ask you to review and sign your contract authorizing the work to commence; and will complete a walk-through of your home with you to review the list of items to be shipped. It is important that your list of items being moved is the same as was listed on your estimate. Your reservation is based on this weight and we have only reserved enough space for the items listed. If you wish to ship additional items, they may have to be booked on a separate order, and on a different truck and date.
  1. Packing – If we pack your household goods, all items are professionally packaged in moving cartons; and provided that you have declared a value on your goods, all items we pack are covered under our transit protection plan (see details below). You are welcome to do your own packing, as long as you understand that your goods do not carry the same coverage; because we cannot confirm that contents were properly wrapped and packaged. However, if it is proven that there is negligence (exterior carton damage) caused by our crews to cartons you packed, we may be liable for content damage. If you notice exterior damage to your cartons, open the carton, inspect the contents, and identify and record any damage in the presence of your Van Foreman on the Inventory Form(s) under the Delivery Exceptions Column.
  1. If moving long distance or to storage – If your goods are moving long distance or to storage, an Inventory of the items you are shipping and their condition at origin will be created. It is important that you review this Inventory with the Van Foreman to ensure you acknowledge the conditions of your items being shipped.
  1. Wrapping – Mattresses and box springs must be plastic wrapped to prevent damage. You can pack them in advance of your move or we can do it for you. The cost per piece is $10.00 – $15.00. All other furniture will be blanket wrapped in professional moving blankets. Flat-screen TV’s must be packed and we can provide you with pricing for this if you do not have the original packaging. Pricing is based on the size of the TV.
  1. Determination of final charges – Your shipment is weighed (scaled) to determine the final charges. Before the truck arrives at your home, it is weighed at a certified scale. This process provides the Tare Weight (light weight) of the truck before we load your shipment. After the truck is loaded, we return to the scale to get the Gross Weight (heavy weight). The Tare Weight is subtracted from the Gross Weight to give us the Net Weight (actual weight) of your shipment. If a scale facility is not available, your shipment weight may be determined using the Constructive Weight. In this method your shipment weight is determined by the volume of space it occupies in the truck. The length x height x width x 7 pounds per cubic foot = your shipment weight. Another option is to weigh your shipment at the off-loading (this is not preferred as we would rather you have your total weight and costs at origin). Your final charges are based on your actual shipment weight, and any other services you required. Your final Bill of Lading will be sent to you within 2 business days of loading, unless we were not able to scale your shipment.
  1. Notification of delivery at destination – Your Van Foreman will contact you 24 – 48 hours prior to his arrival at your new residence to arrange a date and time for delivery. Please make sure we have adequate parking and that you have reserved an elevator if required.
  1. Payment of balance due – You are required to pay the full balance on or before the day your truck arrives at your new residence and before the truck is unloaded. Our acceptable methods of payment are: On-Line by credit card (Visa or MasterCard), Bank Draft, Pre-Approved Corporate Billing or by an E- Transfer (E- transfers are accepted Monday to Friday and must be done at least a week in advance of arrival as it takes time to process the E-Transfer from bank to bank).  All payments are payable to: Great Canadian Van Lines Ltd.
  1. Unloading of your goods – Upon arrival, the crew will lay floor runners in the most travelled areas of your home to protect your floors. You will be required to instruct the crew as to the room and location you would like your items delivered to. You are required to check the items off of your Inventory and to verify that there are no damaged or missing items upon delivery. If damaged or missing items are noticed, note them on the Delivery Exceptions column of your Inventory Form(s) beside the corresponding number of the damaged or missing item. If you have a claim, you can contact our office at 1 800 665 0055 to obtain a claim form or you can get it from our website: www.greatcanadianvanlines.com/about-us/    under the Important Documents section at the bottom of the page – see Great Canadian Claim Form.
  1. Final bill of lading and inventories – Once everything is unloaded and you have confirmed that you have received your goods, you will be given a final signed copy of the Bill of Lading and Inventories for your records.

Don’t forget to submit your moving expenses to your accountant, as most moving expenses are tax deductible.

CUSTOMER RESPONSIBILITIES

Origin Responsibilities

Tractor-trailer units are 80 feet long on average and require at least 100 feet of space to park. It is your responsibility to advise us of any access issues such as parking restrictions, construction, inaccessible driveways and any other circumstance that may prevent the tractor-trailer from getting within 100 feet of your residence. Sidewalks and driveways must be free of debris and snow. Please be aware that if your tractor-trailer does not have adequate access, a smaller unit may be required to shuttle your goods at an additional cost to you. A shuttle involves loading your goods from your residence onto a small truck and then transferring the goods to the tractor-trailer unit at another location. Both the tractor-trailer unit and shuttle unit must be able to park within 100 feet of your front door, otherwise, a long-carry charge may apply. If the crew is required to carry your goods more than 100 feet, you may be charged a long-carry fee.

It is your responsibility to ensure that you or your representative are available at your residence throughout the packing and loading process to authorize the move, answer questions, instruct the crew, and sign all relocation documents such as the Bill of Lading and Inventory Forms.

It is your responsibility to ensure items such as freezers and electronics have been serviced (disconnected, defrosted, cords wrapped) and are ready to ship on moving day.

Any items that you pack are not covered for damage under your Transit Protection unless negligence occurs on our behalf. However, if we pack and damage occurs, you have full coverage.  Loose, unpacked items such as mirrors, TV’s, art, glassware, marble, or anything that can fit in a carton must be packed.  Shipping loose unpacked items may result in damage or loss and unpacked items will be shipped at your risk.

Most customers declare a value of $8.00 per pound on their articles. This means that if you have a 40 lb carton and you declared $8.00 / lb the maximum compensation you would receive in the event of loss is $8.00 / lb x 40lbs = $320.00. Valuable and fragile articles such as marble, glass, artwork or paintings, must be crated or packed; if they are shipped unpacked, they are shipped at your risk.  We do not accept articles of extraordinary value such as: cash, jewelry, valuable documents, coins and stamps – you must carry these items with you. Please ensure you do not ship important documents such passports and your driver’s license – carry these items with you as well.

It is your responsibility to review the Inventory Form(s) and approve the list of items shipped and the conditions of the items at the time of pick up; and to question any item that does not appear to be correctly listed.

You will be required to complete an inspection of your home once we have completed loading to ensure we have packed and removed all items. Items left behind will be your responsibility.

Destination Responsibilities

Please ensure we have contact phone numbers for you at destination – this is the only way we can reach you, so please advise us of all phone numbers and any e-mail addresses you may have. They must be listed on your contract.

Please ensure we have adequate access for your moving truck at delivery. Tractor-trailer units require up to 100 feet of space to park. If we do not have adequate access, a shuttle truck will be used at an additional charge. Either unit must be able to park within 100 feet of your front door, or a long- carry charge may apply.

Have your final payment completed before delivery. This is due prior to unloading and must be of the type listed.  Credit card payments should be made on-line in advance or at the time of delivery.

It is recommended that at least two people be available to receive your shipment: one to check the items off the Inventory Form as they come into your home, and a second to inspect the conditions of the items, and direct us to the location you would like your items placed.

Any damaged or missing items must be noted on the Inventory Form(s) prior to your driver’s departure to be considered a valid claim.

Please ensure you have a complete set of signed and dated documents (Bill of Lading and Inventory Forms) prior to your driver’s departure.

TRANSIT PROTECTION

Great Canadian Van Lines is committed to providing you with the best possible transit protection for your goods.  Although we have one of the lowest claim ratios in the moving industry, loss or damage of your goods can occur. We offer two types of protection for your goods while in transit:

Type I: Released Value Protection

Released Value Protection is the most economical type of protection for your goods.  This coverage is mandatory as per the Motor Carrier Act, and is offered to you at no additional cost. However, this coverage is minimal and will cover your goods to a maximum of 60 cents per pound per article.

Although this coverage is the most economical you must think carefully before choosing this type of coverage, because the average household goods are worth considerably more than 60 cents a pound. This coverage limits the total value of your goods by multiplying the weight of your entire shipment by 60 cents. Loss or damage claims are settled based on the weight of the article multiplied by 60 cents.

An example of how this coverage works is as follows: 

Your 48” TV is dropped and destroyed and you have chosen Released Value Protection.  The weight of the TV is 60 pounds and the maximum amount of payment you would receive is 60lbs x 60 cents which equals $36.00 (60lbs x .60 / lb / article = $36.00). The TV cannot be replaced with $36.00 but this is all that you would receive.

Great Canadian Van Lines does not recommend Released Value Protection for your goods unless you have secondary coverage for your goods such as a home owner’s policy that covers your shipment while in transit with your mover. We recommend checking with your insurance broker before choosing your coverage.

Type II: Actual Value Protection

This type of coverage is the most common chosen as well as the one we recommend to all our clients. If an item is lost, damaged or destroyed, we will either repair, replace with the same or like item, or offer a cash settlement for your item. The value of the item is determined at current market value.

In this option the declared value is based on 8 x the weight of your shipment. This means if your shipment is 5000 pounds you can declare a value of $40,000.00

(5000 lbs x $8.00 / lb = $40,000.00)

An example of how this coverage works is as follows:

Your shipment weighs 5000 pounds and you decide to take the minimum $8.00 option for a ($40,000.00 Declared Value). The valuation premium would cost you 5000 x .064 = $320.00

If your 48” TV is damaged and you have Replacement Value Protection, your TV would either be replaced with the same or comparable TV at the time of the loss or damage or you would be given the fair market value of the TV in a cash settlement.

Exceptions from Transit Protection

Although you may have chosen the Replacement Value Protection, Great Canadian Van Lines cannot cover certain items while in transit. The following is a sample list of non-protected items.

Owner packed cartons:  Items not packed by us which have damage are not covered under transit protection; unless there is exterior physical damage to the carton noted on the inventory form(s) at the time of delivery and it is proven that we did the damage.

Items of extraordinary value: Any article that is considered “high value” such as: art, antiques, extremely high-end furniture and family heirlooms must be accompanied by an appraisal certificate from a reputable appraiser and provided to us in advance of your move or these items will not be covered

We cannot move cash, valuable documents, and precious metals such as gold, silver and jewelry. These items are not covered and settlement will not be made for items such as these if reported lost or missing.

Mechanical condition:  Great Canadian Van Lines cannot cover mechanical or electrical unless there is physical exterior damage to the unit. Examples of these items include but are not limited to: Televisions, DVD players, stereo equipment, computers, electronics, machinery and appliances.

It is recommended that in extreme hot or cold weather conditions that you let all electronics warm up to room temperature (manufacturers recommend 24-hours) before you plug electronics in. Plugging electronics in and turning the power on before this 24-hour period could result in damage and will be your responsibility.

Prohibited items: Dangerous goods such as flammables, explosives, paints, aerosols, propane tanks, fuel, and equipment containing fuel, ammunition, and flares must not be shipped.

Plants: We do not recommend shipping plants and they are not covered under Transit Protection. We recommend that you give them away prior to your moving date.

Liquids: We do not recommend shipping bottled liquids or alcohol, as they can leak or break and cause damage to your goods. Damage caused by leakage of liquids that you ship are not covered under your transit protection.