FAQ’s

FREQUENTLY ASKED QUESTIONS

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Preparation

What happens if I move on a settlement date?

If you are moving on a settlement date it is important to communicate this with the Mobistore office so that the removalist team on your job are not booked on any other jobs that day. Settlements often don’t go through until late afternoon and can cause delays. Any settlement delays are invoiced at the end of the job at the agreed  hourly rate.

What information about access is required

The closer we can get the truck to the house, the more efficient we can make your move. Our trucks are 2.5m(W) x 10m(L) 3.6m(H) therefore if you have overhanging trees or branches this will prevent the truck getting close to the house. If you’re unsure, take some photos and measure the width of the drive.

If we cannot get the truck close to the house for whatever reason, it may be cost effective for a ferry van to be used. This way we can leave the truck on the street and to/fro with a smaller van. A ferry van is an additional cost however can reduce the time it takes to complete the job significantly.

How many removalists do I need?

As a general rule of thumb, 2 x removalists are sufficient for 1-3 bedroom homes. For 4 bedroom homes or larger we recommend 3 x removalists.

Do you move ''special'' items

Any moving of special items will incur a special item fee over and above the hourly rate. Please let us know during the booking process if you have any antique furniture, a piano or trampoline. Items like spa pools, pool tables and larger pianos may require a specialist moving service but this depends on their size and access.

Do you dismantle beds and furniture?

Yes, Mobistore is happy to disassemble your bed frames, bunks, cots and dining tables if required. Any furniture disassembled by Mobistore during the load-up will be reassembled for you at your new house. Alternatively you can save money by doing this work yourself.

Will you disconnect / reconnect our washing machine?

Yes, Mobistore is happy to disconnect / reconnect your washing machine.

Do I need to empty all my draws full of clothes?

It is a personal preference. If you are happy for the removalists to remove the draws from the chest whilst it is carried onto the truck, then reinstate the draws when on the truck we can do this. Alternatively we are happy for you to pack your clothes into cardboard boxes or suitcases so to maintain your privacy.

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Moving day

How can I help the removalists?

Have a good breakfast and meet the removalists on arrival. Show them around your house identifying what needs to go and what should stay. When the truck is loaded, have one last walk around to ensure no items have been missed.

On arrival at your new house, show the removalists around and explain generally what should go where. Stay close to the truck so to point the removalists in the right direction when unloading to ensure all your items end up in the right room.

Before the removalists leave, have one last look around to ensure everything is in the right place.

Can I help with the lifting?

Absolutely, many hands make light work. We are happy for you to roll your sleeves up and assist so to keep the cost of the move down.

Do I need to pay cash at the end of the job?

No, any additional hours or money left owing on your fixed rate are invoiced on job completion. You have enough to worry about on moving day without adding the stress of drawing cash out of an ATM!

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Payment

How do I pay you for the moving service?

Once you have made the decision to move house with Mobistore and all details regarding your move have been finalised, Mobistore will send you a deposit invoice. Your booking is not secured until payment for the deposit has been received.

For ”local” moves the deposit is the first two hours and the vehicle charge. Any additional hours the job takes will be invoiced on job completion and charged to the nearest 15 minutes.

For ”out of town” moves where a fixed price has been agreed, the deposit is 50%. the remaining 50% is invoiced on job completion.

Mobistore invoices contain the bank account details so bank transfers can be made. Mobistore also accepts credit cards (Visa & Mastercard) however a 3% surcharge is added.

Do you store my credit card details?

No, Mobstore does not store your credit card details.

A high strength encryption facility on your computer converts your credit card details into a format that is currently considered to be impossible to break. All Payments are handled by a secure, PCI compliant third party gateway, which forwards them securely to the banking network.

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Insurance

Does Mobistore sell transit insurance?

Mobistore is not a certified insurance agency and can therefore not sell transit insurance.

Some contents insurance policies have a transit insurance component as part of the policy. If you require transit insurance your contents insurance policy provider is the place to start. They can inform you as to if you are covered and to what value and the scenario this cover would be in place. They may even be able to extend or increase this cover for an additional fee.

Do I need transit insurance?

When moving house there is an increased risk of your items being damaged. Mobistore takes great care with loading, stowing and unloading your items however accidents do happen. Mobistore has an excellent reputation which is demonstrated by the customer feedback it receives.

If you have items of value then Mobistore recommends you purchase a transit insurance policy in place.

Prohibited items list?

Mobistore cannot transport hazardous, dangerous, illegal, stolen, perishable, environmentally harmful or explosive goods.

For example:

  • Chemicals
  • Dangerous Goods
  • Explosives
  • Flammables (including matches, lighters, candles, fireworks)
  • Liquids
  • Paints
  • Poisons

Any prohibited items should be transported by yourself or moving companies that specialise in that area.