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We use a lot of different terms when you use our services. Below you will find a breakdown of the phrases that you will see in our documentation and how our services differ.

Items are collected from the door of your address and delivered, directly, to the door of your destination address.

Collect Full

Your shipment, labelled and packed securely into boxes, suitcases and bags, (see “Acceptable Package Types”) is collected from the door of your building. If this is a house, then that would be the front door. Alternatively, if your building is an apartment building then collection will be from the door of the building, not the apartment, unless the building has a working lift/elevator and the concierge/building management company have agreed to our driver using the lift/elevator, then collection would be from the door of your apartment. (see “Portage Service”)

There are some buildings that are either gated with access limited by security or, within the building, there is a reception; in either case, our driver will not have access. In those circumstances you need to confirm permission to give either our driver access or that boxes can be left with security or the reception for collection.

Our driver is not permitted to enter your house, apartment, dormitory or room of a residential hall.

When assisting with the loading one or more MoveCube®s, the driver cannot go out of sight of the MoveCube®. This is to safeguard the contents within the open MoveCube®s. Therefore, by necessity, the driver can only assist with loading from the door of the building and only if location of the door of the building permits the driver a line of site of the MoveCube®s. (see “Assisted loading & unloading”) Please ensure there is at least one able bodied person who can take the shipment to the point where the driver can collect it.

Shipping & Transportation

With international shipments do not be surprised by a period of consolidation before sending, this is entirely usual and can vary, depending on the service, between 2 days and 2 weeks. Your shipment is not late, this period is anticipated in the transit time, and allows us to send your shipment for the price we have quoted you. Similarly, your shipment may be not be sent directly to the destination country but will use the most economic route which may include trans-shipping through another port / airport such as Hong Kong. Your shipment may not go directly to the desired destination city either; we ship to our Hub in that country, clear your shipment through the relevant import authorities and then distribute to our depot closest to you or send it direct if there is none.

Upon arrival in the country, you will be asked to pay the destination charges that were listed on the original quote. In certain countries, such as Canada, the Customs Authorities require that you attend one of their offices to prove you are in the country before the shipment can be formally cleared. We will assist with where you need to go.

The transit time quoted includes the time taken for the most economic routing. 

Deliver Full

Your shipment, is delivered to the door of your building. If this is a house, then that would be the front door. Alternatively, if your building is an apartment building then it will be the door of the building, not the apartment, unless the building has a working lift/elevator and the concierge/building management company have agreed to our driver using the lift, then delivery would be to the door of your apartment. (see “Portage Service”)

There are some buildings that are either gated with access limited by security or, within the building, there is a reception; in either case, our driver will not have access. In those circumstances you need to confirm permission to give either our driver access or that your shipment can be left with security or the reception.

Our driver is not permitted to enter your house, apartment, dormitory or room of a residential hall.

When assisting with the loading one or more MoveCube®s, the driver cannot go out of sight of the MoveCube®. This is to safeguard the contents within the open MoveCube®s. Therefore, by necessity, the driver can only assist with unloading from the door of the building and only if location of the door of the building permit the driver a line of site view of the MoveCube®s. (see “Assisted loading & unloading”) Please ensure there is at least one able bodied person who can take the shipment from the point where the driver has delivered it.

We deliver to your address free empty boxes and packaging materials.

Your shipment, labelled and packed securely into boxes, suitcases and bags, (see “Acceptable Package Types”) is collected from the door of your building. If this is a house, then that would be the front door. Alternatively, if your building is an apartment building then collection will be from the door of the building, not the apartment, unless the building has a working lift/elevator and the concierge/building management company have agreed to our driver using the lift/elevator, then collection would be from the door of your apartment. (see “Portage Service”)

There are some buildings that are either gated with access limited by security or, within the building, there is a reception; in either case, our driver will not have access. In those circumstances you need to confirm permission to give either our driver access or that boxes can be left with security or the reception for collection.

Our driver is not permitted to enter your house, apartment, dormitory or room of a residential hall.

When assisting with the loading one or more MoveCube®s, the driver cannot go out of sight of the MoveCube®. This is to safeguard the contents within the open MoveCube®s. Therefore, by necessity, the driver can only assist with loading from the door of the building and only if location of the door of the building permits the driver a line of site of the MoveCube®s. (see “Assisted loading & unloading”) Please ensure there is at least one able bodied person who can take the shipment to the point where the driver can collect it.

With international shipments do not be surprised by a period of consolidation before sending, this is entirely usual and can vary, depending on the service, between 2 days and 2 weeks. Your shipment is not late, this period is anticipated in the transit time, and allows us to send your shipment for the price we have quoted you. Similarly, your shipment may be not be sent directly to the destination country but will use the most economic route which may include trans-shipping through another port / airport such as Hong Kong. Your shipment may not go directly to the desired destination city either; we ship to our Hub in that country, clear your shipment through the relevant import authorities and then distribute to our depot closest to you or send it direct if there is none.

Upon arrival in the country, you will be asked to pay the destination charges that were listed on the original quote. In certain countries, such as Canada, the Customs Authorities require that you attend one of their offices to prove you are in the country before the shipment can be formally cleared. We will assist with where you need to go.

The transit time quoted includes the time taken for the most economical routing. 

Your shipment is delivered to the door of your building. If this is a house, then that would be the front door. Alternatively, if your building is an apartment building then it will be the door of the building, not the apartment, unless the building has a working lift/elevator and the concierge/building management company have agreed to our driver using the lift, then delivery would be to the door of your apartment. (see “Portage Service”)

There are some buildings that are either gated with access limited by security or, within the building, there is a reception; in either case, our driver will not have access. In those circumstances, you need to confirm permission to give either our driver access or that your shipment can be left with security or the reception.

Our driver is not permitted to enter your house, apartment, dormitory or room of a residential hall.

When assisting with the loading one or more MoveCube®s, the driver cannot go out of sight of the MoveCube®. This is to safeguard the contents within the open MoveCube®s. Therefore, by necessity, the driver can only assist with unloading from the door of the building and only if location of the door of the building permit the driver a line of site view of the MoveCube®s. (see “Assisted loading & unloading”) Please ensure there is at least one able bodied person who can take the shipment from the point where the driver has delivered it.

In this third and final instance, the address from which you wish to send lies within the operational area of our closest depot so we are able to deliver MoveCubes® but your destination address however lies outside the operational area meaning we are unable to deliver MoveCubes® to that location. In this case, the MoveCubes® would be delivered to your address to be packed. After shipping, you or your nominee will drive to the closest depot to your destination address (where the MoveCubes® will have been delivered) to unpack and collect your shipment.

In this instance, both the address from which you wish to send and the destination address lie outside the operational area of our closest depots so we are unable to deliver any MoveCubes® directly to you. So here's what you do: You load a van or pickup truck with your possessions and drive to our closest depot. You will then pack one or more MoveCubes®, depending on how much you wish to send. After shipping, you or your nominee will drive to the closest depot to your destination address (where the MoveCubes® will have been delivered) to unpack and collect your shipment.

In this instance, the address from which you wish to send lies outside the operational area of our closest depot so we are unable to deliver any MoveCubes® to you. Your destination address however does lie within the operational area of our closest depot meaning we are able to deliver MoveCubes®. So here's what happens: You load a van or pickup truck with your possessions and drive to our closest depot. You will then pack one or more MoveCubes®, depending on how much you wish to send. After shipping, the MoveCubes® will be delivered to your destination address for unpacking.

Can't find what you are looking for or have a question about our services? Feel free to give us a call on 1877 817 7327 for a chat.