The Federal Motor Carrier Safety Administration (FMCSA) regulations are designed to protect consumers involved in interstate moves. They outline the rights and responsibilities of both consumers (shippers) and household goods carriers (movers). This is a summary of their booklet to inform you about your rights and responsibilities as a shipper of household goods.
Your main responsibilities include understanding the terms and conditions of the moving contract (bill of lading) and knowing what actions to take if issues arise. Selecting a reputable mover or broker and being fully aware of your contract’s terms and remedies are crucial steps in safeguarding your move.
Regulations and Interstate Transportation
FMCSA’s regulations apply to motor carriers engaged in the interstate transportation of household goods and brokers who arrange such transportation. These regulations require movers to perform specific services and provide particular documents. They apply only when movers transport household goods across state lines or internationally, not within a commercial zone or between points within the same state.
Legitimate Movers and Brokers
Legitimate movers and brokers must be registered with FMCSA for interstate operations involving household goods transportation. They will clearly state whether they are a mover or a broker. Movers transport your shipment, while brokers arrange transportation but do not provide the actual transport.
Before your move, household goods brokers or movers must provide you with:
A written estimate
The “Ready to Move” brochure, either as a physical copy or a hyperlink
Information about the mover’s arbitration program
Written notice about access to the mover’s tariff
The process for handling claims
The booklet, “Your Rights and Responsibilities When You Move,” either as a copy or a hyperlink
Avoid brokers and movers that are not registered with FMCSA or refuse to perform a physical survey of your household goods. If payment in cash is required, retain all receipts and supporting documents.
Customer Responsibilities
As a customer, your responsibilities include:
Reading all moving documents issued by the mover or broker
Being available during pickup and delivery or appointing a representative if unavailable
Promptly notifying your mover of any changes to your shipment (e.g., move dates, additional items)
Making payments as agreed based on the bill of lading
Filing claims for loss, damage, or delays promptly, if necessary
Estimates
Your mover must provide an estimate based on a physical survey of your household goods, conducted either on-site or virtually. This survey is mandatory unless you waive it in writing.
FMCSA requires written estimates for all shipments. Verbal quotes are not official. The written estimate must include all charges (transportation, accessorial, and advanced charges), be dated, and signed by both you and the mover. The estimate will also outline two liability coverage options: Full Value Protection and Waiver of Full Value Protection (Released Value of 60 cents per pound per article).
A broker can only provide an estimate on behalf of a mover if they have a written agreement with the mover and use the mover’s published tariff. Estimates can be modified due to changed circumstances before loading, but not after.
Binding Estimates
A binding estimate ensures you cannot be required to pay more than the amount estimated at delivery. If additional items or services are needed, you and your mover can:
Abide by the original estimate
Prepare a new binding estimate
Convert the binding estimate into a non-binding estimate
If unforeseen circumstances arise (e.g., elevators, stairs, parking permits), additional expenses may be billed within 30 days of delivery. Charges for impracticable operations are due at delivery but cannot exceed 15% of all other delivery charges; the remaining balance is billed with payment due in 30 days. If you cannot pay the full charges at delivery, your shipment may be placed in storage at your expense.
Non-Binding Estimates
A non-binding estimate provides an approximate cost of your move. It must be in writing and clearly describe the shipment and services. The final charges are based on the actual weight of your shipment and the services provided, as per the mover’s tariff. Movers cannot require you to pay more than 110% of the non-binding estimate at delivery, with any remaining charges billed within 30 days.
On the day of pick-up, if there are additional items, the mover must reaffirm the non-binding estimate or prepare a new one. If you cannot pay 110% of the non-binding estimate at delivery, your shipment may be stored at your expense until payment is arranged.
Movers must release your shipment if you pay 110% of a non-binding estimate or 100% of a binding estimate, plus 15% of impracticable operations charges, if applicable. Failure to do so constitutes holding your shipment hostage, a violation of Federal law.
Your Mover’s Liability and Your Claims
Your mover is legally responsible for any loss or damage that occurs during the transportation of your shipment and any related services listed on the bill of lading. The Surface Transportation Board’s Released Rates Order governs the extent of this liability. You can find the current Released Rates Order on the Surface Transportation Board’s website at this link. Additionally, movers may offer separate third-party liability insurance for sale, though it is not mandatory.
All moving companies must assume liability for the value of the household goods they transport, with two levels of liability applicable to interstate moves: Full Value Protection and Waiver of Full Value Protection (Released Value). It’s important to understand the costs and protection levels associated with each.
Full Value Protection
This option provides the most comprehensive protection for your household goods, but it increases the cost of your move. The initial cost estimate you receive must include this level of protection. Under Full Value Protection, your mover is liable for the repair, replacement, or payment for any article that is lost, destroyed, or damaged, subject to certain exceptions.
The minimum level for Full Value Protection is $6.00 per pound times the weight of your shipment, though this can vary by mover, and you may declare a higher value at an additional cost. The charges for Full Value Protection must be included in the mover’s tariff. Movers may limit liability for items of extraordinary value unless they are specifically listed on the shipping documents. Items of extraordinary value are those worth over $100 per pound.
Waiver of Full Value Protection (Released Value of 60 cents per Pound per Article)
Released Value offers minimal protection and is the most economical option since it is free. Under this option, the mover’s liability is limited to 60 cents per pound per article. For example, if a 10-pound stereo component valued at $1,000 is lost, the mover is liable for no more than $6.00 (10 pounds x $.60).
Third Party Insurance
If you purchase separate third-party cargo liability insurance through your mover, the mover must provide you with a copy of the policy or another document at the time of purchase. If they fail to do so, they are liable for any claims resulting from their negligence. Disputes with third-party insurance companies are not subject to FMCSA regulations and may require arbitration.
Arbitration Program
Movers conducting interstate moves must offer an arbitration program, an alternative dispute resolution method using an independent third party. If you request arbitration, the mover must cover claims of $10,000 or less. For claims over $10,000, the mover is only required to cover claims if they agree to arbitration. For more information, visit this link.
Reducing Your Mover’s Normal Liability
Your mover’s liability may be reduced if:
Your actions or omissions cause the loss or damage, such as improper packing or including hazardous materials without notifying the mover.
You choose the Released Value level of liability but ship items valued at more than 60 cents per pound per article.
You declare a shipment value lower than the actual value of your items.
You fail to notify your mover in writing about items valued at more than $100 per pound.
Loss and Damage Claims
Despite precautions, items can be lost or damaged during a move. You have the right to file a claim within 9 months of delivery (or the expected delivery date if the shipment is lost). Claims must be submitted in writing to your mover or their third party. Movers have 30 days to acknowledge receipt and 120 days to provide a resolution. They may request 60-day extensions if necessary but must notify you in writing.
Delay Claims
Delay claims apply when you have a guaranteed pickup and delivery service. The bill of lading will outline penalties or per diem entitlements for delays.
Moving Paperwork
Do not sign blank documents, and only sign incomplete documents if the missing information cannot be determined before loading, such as the shipment’s actual weight or unforeseen charges.
Inventory
Your mover must prepare an inventory of your shipment, usually at the time of loading. Both you and the mover must sign each page of the inventory. Ensure the inventory is accurate and complete, and note any disagreements. Upon delivery, if items are missing or damaged, the inventory will help support your claim. Keep a copy of the inventory with your bill of lading as your receipt for the shipment.
Your Responsibilities at Delivery
When your shipment is delivered, it’s your responsibility to verify that all items listed on the inventory have been received. If you notice any new damage, document it on the inventory form. Inform the mover and ensure that they also record the damage on their copy of the inventory.
After the entire shipment has been unloaded, the mover will ask you to sign their copy of the inventory to confirm that you received all the items listed. Do not sign until you have confirmed that the inventory is accurate and any notations regarding missing or damaged items have been made. Movers are not allowed to ask you to sign documents that release them from all liability for loss or damage to the shipment in exchange for delivery.
Bill of Lading
By law, your mover must prepare a bill of lading for your shipment. This document is the contract between you and the mover for transporting your goods. It must be issued at least three days before the pickup date and include all information and charges related to the transportation of your shipment. The driver who loads your shipment must give you a copy of the bill of lading before or at the time of loading. Keep this document safe until your shipment is delivered, all charges are paid, and any claims are settled.
It’s your responsibility to read and understand the bill of lading before signing it. If you disagree with any part of it, do not sign until you are satisfied it is correct. The bill of lading identifies the mover and specifies when the transportation will occur. Ensure that the sections noting the pickup and delivery dates are complete and accurate. It also details the payment terms and the maximum amount required at delivery for shipments under a binding estimate. For non-binding estimates, the final charges will be determined after weighing the shipment.
The bill of lading must include the following 17 elements:
- The legal or trade name of the mover as registered with FMCSA, including its physical address.
- Names, telephone numbers, addresses, and USDOT Numbers of any motor carriers involved in the shipment.
- Your name, address, and, if available, telephone number(s).
- The form of payment accepted at delivery, matching the payment information on the estimate.
- For collect-on-delivery shipments, the name, address, and contact information for the person to notify about charges.
- The agreed date or period for pickup and delivery for non-guaranteed service.
- Dates for pickup and delivery for guaranteed service, including any penalty or per diem entitlements.
- The actual date of pickup.
- The identification number of the vehicle(s) transporting your shipment.
- Payment terms for total charges, including any minimum charges.
- The maximum amount due at delivery for collect-on-delivery shipments.
- Valuation statements from the Surface Transportation Board’s released rates order.
- Details of any insurance coverage sold or procured for you, including the premium amount.
- A description of special or accessorial services ordered and minimum weight or volume charges, if applicable.
- Each attachment to the bill of lading, including the estimate, inventory, and any signed waiver documents.
- Any identification or registration number assigned to the shipment.
- A statement incorporating all services included on the estimate and any new estimates prepared by the mover.
Both you and your mover must sign and date the bill of lading at origin and destination.
Invoice
When it’s time to pay for transportation services, your mover must provide an invoice detailing the services rendered and their respective costs. Typically, this invoice is a copy of the bill of lading.
Unless your shipment is being transported under a binding estimate, the invoice must clearly specify each service provided, the charge for each service, and the total cost. If this detailed information is not included, you should not accept or pay the invoice.
For shipments under a binding estimate, payment of 100% of the estimate is required upon delivery. For non-binding estimates, you must pay 110% of the estimate plus any additional costs for services requested after the contract was signed and any charges for impracticable operations, up to 15% of the total charges due at delivery. Failure to pay the required charges at delivery allows the mover to refuse delivery and place your shipment in storage at your expense until payment is made.
For prepaid shipments, the mover must issue the invoice for all transportation charges within 15 days of delivery, excluding weekends and federal holidays. For shipments paid upon delivery, the invoice must be provided either on the delivery date or within 15 days from the delivery date, excluding weekends and federal holidays. Additional charges based on weight will be billed within 30 days of delivery, and charges for impracticable operations must be paid within 30 days of the invoice.
The mover’s invoice and accompanying notices must include:
- Penalties for late payments.
- The credit period extended.
- Service or finance charges.
- Collection expense charges.
- Applicable discount terms.
Weight Tickets
For shipments under a non-binding estimate, your mover must obtain weight tickets each time your shipment is weighed. Each ticket must be signed by the weigh master. If both weighings are done on the same scale, one ticket can cover both weighings. These weight tickets must be included with the invoice and must have:
- The full name and location of the scale.
- The date of each weighing.
- The identification of the weight entries as tare, gross, or net weights.
- The company or mover’s identification number for the vehicle.
- The last name of the shipper as it appears on the bill of lading.
- The mover’s shipment registration or bill of lading number.
Collection of Charges
Your mover must provide a truthful invoice for each shipment. At delivery, you are expected to pay:
- 100% of the charges for a binding estimate.
- 110% of the charges for a non-binding estimate, plus costs for any additional services requested after the contract and charges for impracticable operations, not exceeding 15% of the total charges due at delivery. Any remaining services will be billed after delivery.
Confirm in advance the acceptable payment methods with your mover. The accepted payment methods must be noted in writing on the bill of lading. Do not assume credit card payment is accepted unless specified.
If you do not pay the charges due at delivery, the mover can refuse delivery and store your shipment at your expense until payment is made. Payment is typically required before unloading at the destination, according to the bill of lading terms.
For shipments transported by multiple trucks, the mover might require payment for each portion delivered or may choose to collect all charges after the entire shipment is delivered. Verify this policy with your mover at the time of shipment confirmation.
The mover can only collect charges for the portion of the shipment that was successfully delivered. For example, if a binding estimate of $1,000 was provided for 1,000 pounds and 50% of the shipment is lost, the mover can collect $500. For non-binding estimates, the mover can only collect 50% of the actual charges, up to 110% of the estimate, which would be $550.
The mover cannot collect any freight charges if the shipment is completely lost or destroyed, unless due to your actions. However, if you have Full Value Protection, you must pay the premium to process a claim for total loss.
Transportation of Your Shipment
Pickup and Delivery
Agree on pickup and delivery dates with your mover before the move. These dates should be entered on the bill of lading. The mover is contractually obligated to meet these dates as specified in the bill of lading.
Movers might use a “delivery spread” to indicate the timeframe for delivery, meaning your shipment could arrive anytime within that period. They usually provide a 24-hour advance notice before delivery. You must be available to accept the shipment or it may be placed in storage at your expense.
Ensure that agreed dates are specific and not vague. Avoid agreeing to “as soon as possible” pickup or delivery. If you need to change the dates, the mover may accommodate if it doesn’t cause unreasonable delays or interfere with other moves. Otherwise, the mover may store your shipment at your cost.
A mover is only excused from meeting the service described in the bill of lading due to “force majeure,” such as severe weather conditions. If the mover fails to meet agreed dates and causes additional expenses, you might be able to claim these expenses.
Ask your mover about their policy on delays and what compensation you might receive if delays are their fault. The mover must deliver your goods in a timely manner, known as “reasonable dispatch service,” or as per any guaranteed delivery date agreement.
If the mover cannot meet pickup or delivery dates, they must notify you in writing of new dates or times when they can pick up and/or deliver your shipment.
Early Delivery
If you cannot accept delivery before the start of the delivery spread, the mover may store your shipment nearby. They must inform you immediately of the warehouse’s name and address. The mover is responsible for all re-delivery, handling, and storage charges until final delivery.
Storage in Transit
If you request storage before delivery, your mover must notify you in writing at least 10 days before the storage period ends, or if less than 10 days, 1 day before. This notice should include:
- The end date of the storage period.
- The maximum storage-in-transit period as per the tariff.
- The date when storage-in-transit will convert to permanent storage.
- The rules, regulations, and charges of the storage facility.
Weighing Shipments
For non-binding estimates, your mover must weigh your shipment on a certified scale to determine the lawful tariff charge. Binding estimates are not affected by shipment weight.
Movers often have a minimum weight charge. If your shipment weighs less than the minimum, the mover must state the minimum cost on the bill of lading. If this is not provided and your shipment is under the minimum weight, final charges will be based on the actual weight.
Typically, shipments are weighed at the origin city or local area, with the truck weighed before and after loading. If necessary, your shipment might also be weighed at the destination. Each weighing requires an official weight ticket signed by the weigh master, which must accompany your copy of the bill of lading.
For shipments under 3,000 pounds, weighing may be done on a certified warehouse scale. You have the right to observe the weighing, and the mover must inform you of the times and places. You may waive this right in writing.
If you believe the initial weight is inaccurate, you can request a reweigh before unloading. The mover cannot charge for this reweighing, and final charges will be based on the reweigh weight, even if higher than the initial weight.
For shipments on a collect-on-delivery basis, your mover must notify you of the actual weight and charges if requested, provided you give your contact information.
Notification of Delivery
Your mover must notify you at least 24 hours before the scheduled delivery, excluding weekends and federal holidays. However, this 24-hour notice requirement does not apply in the following situations:
- When your mover weighs your shipment at the destination.
- When pickup and delivery span two consecutive weekdays, if you agree.
- When the maximum payment at delivery is 110% of the estimated charges, if you agree.
Resolving Disputes with Your Mover
The FMCSA sets regulations for handling loss and damage claims, but it cannot resolve these claims on your behalf. If you cannot reach a settlement with your mover, you have the right to request arbitration. Movers are required to participate in an arbitration program and must provide a summary of this program before you sign the bill of lading.
Arbitration allows you to settle claims for loss, damage, or disputed charges through a neutral arbitrator. It can be a more cost-effective and convenient option than filing a lawsuit. While arbitration is not mandatory, if you request it for claims of $10,000 or less, the mover must agree, and the arbitrator’s decision is binding. For claims over $10,000, the mover may choose to agree to arbitration, and the decision would also be binding.
You can also pursue legal action in a court with appropriate jurisdiction if you prefer not to use arbitration. You may file a claim in state court or federal court if the claim exceeds $10,000. You can find the mover’s process agent information by contacting FMCSA at (800) 832-5660 or by visiting FMCSA’s website.
The FMCSA cannot resolve disputes between you and your mover. You must resolve loss, damage, and charge disputes yourself, based on the terms agreed upon in your bill of lading and delivery receipt. If your mover demands payment for amounts not owed, contact FMCSA immediately at (888) 368-7238.
Important Points to Remember
- Movers must provide written estimates, which can be binding or non-binding. Non-binding estimates are approximations and the final charges may be higher.
- Never sign blank documents. Ensure all information is complete before signing. It may be acceptable to sign incomplete documents only if the missing information is the shipment’s actual weight or unforeseen charges.
- Understand the mover’s responsibility for loss or damage. For more details, see FMCSA’s brochure, “Understanding Valuation and Insurance Options” here.
- Assess if $0.60 per pound coverage is sufficient for your belongings or if additional valuation is needed.
- Inform your mover about any high-value items valued over $100.
- You have the right to be present during the weighing of your shipment and request a reweigh at no cost.
- Confirm acceptable payment methods with your mover before delivery.
- Consider arbitration for resolving disputes with your mover.
- Verify if the company is a household goods motor carrier or broker, and check its registration with FMCSA at https://safer.fmcsa.dot.gov/CompanySnapshot.aspx
- Do not sign a delivery receipt that includes language releasing the mover from liability. Cross out such language or refuse delivery if necessary.
Definitions and Common Terms
Accessorial (Additional) Services: Services beyond standard transportation, such as packing, unpacking, or appliance servicing, requested by you or required due to special circumstances. These services may incur additional charges beyond the standard line-haul fees.
Advanced Charges: Charges for services performed by third parties, such as professionals or craftsmen, which are paid by the mover and then added to your bill of lading.
Agent – A local moving company authorized to represent a larger national moving company.
Appliance Service by Third Party – The preparation of major electrical appliances for safe transportation, which may incur additional charges beyond the standard line-haul fees.
Bill of Lading – The document that serves as both the receipt for your shipment and the contract for its transportation.
Broker – A company that arranges the transportation of household goods through a registered moving company.
Collect on Delivery (COD) – Payment required upon delivery at the destination address (or warehouse).
Certified Scale – A scale designed for weighing motor vehicles, including trailers or semitrailers, certified by an authorized inspection authority. This can also include platform or warehouse scales that are properly inspected and certified.
Commercial Zone – An area generally equivalent to the local metropolitan area of a city or town. Moves within these zones that cross state lines are exempt from FMCSA jurisdiction and therefore not subject to FMCSA regulations.
Estimate, Binding – A written agreement with your mover that guarantees the total cost of the move based on the specified quantities and services.
Estimate, Non-Binding – An estimate provided by your mover based on the anticipated weight of the shipment and requested services. This type of estimate is not guaranteed, and final charges will be based on the actual weight and services provided.
Expedited Service – An agreement with the mover to perform the transportation by a specific date in exchange for an additional fee.
Flight Charge – An extra fee for transporting items up or down flights of stairs, which may be added to the line-haul charges.
Full Value Protection – Liability coverage for your shipment, unless you opt to waive this protection in writing. It entails replacing or repairing items to restore their original condition.
Guaranteed Pickup and/or Delivery Service – A service offering guaranteed dates for pickup and/or delivery, with reimbursement provided for any delays. This may be subject to minimum weight requirements.
High-Value Article – Items valued at more than $100 per pound.
Household Goods – Personal effects or property used in a dwelling, transported at your or someone else’s expense.
Household Goods Motor Carrier – A motor carrier that provides transportation of household goods along with services like binding and non-binding estimates, inventorying, packing, and loading/unloading. This term excludes carriers who transport goods in containers or trailers loaded and unloaded by the individual.
Individual Shipper – Any person who is the shipper, consignor, or consignee of a household goods shipment, as identified on the bill of lading, owns the goods, and pays the transportation charges.
Impracticable Operations – Conditions that make it physically impossible to use standard equipment for pickup or delivery, requiring specialized equipment or additional labor. Charges for these services may be required even if not requested.
Inventory – A detailed list of your household goods, including the number and condition of each item.
Line-Haul Charges – The fees for transporting your shipment. Additional charges may apply for extra services like climbing stairs, using elevators, or storage.
Long Carry – A charge for transporting items over long distances between the mover’s vehicle and your residence, in addition to line-haul charges.
May – Indicates an option; either you or your mover can choose to do something, but it is not mandatory.
Mover – A household goods motor carrier and its agents.
Must – Indicates a legal or regulatory requirement; you or your mover are required to perform certain actions.
Order (Bill of Lading) Number – The identifier used to track your shipment.
Peak Season Rates – Higher line-haul charges that may apply during the busy moving season, typically from May to September.
Pickup and Delivery Charges – Separate charges for transporting your shipment between the storage-in-transit warehouse and your residence.
Reasonable Dispatch – Performing transportation on the agreed dates or within the agreed timeframe, excluding guaranteed service dates specified in the mover’s tariff.
Shipment – Your personal property (household goods) being transported from the origin to the destination address.
Should – A recommendation; it is advised that you or your mover do something, but it is not a requirement.
Storage-In-Transit (SIT) – Temporary storage of your shipment in a warehouse pending further transportation, with or without notice.
Surface Transportation Board – The federal agency overseeing household goods mover tariffs. Contact at 395 E Street, SW, Washington, DC 20423-0001, telephone (202) 245-0238, or visit www.stb.gov.
Tariff – A document issued by the mover detailing rates, rules, regulations, and provisions. It must include a description of services, applicable rates, and service terms.
Valuation – The declared monetary value of your shipment, representing the maximum liability of the mover in case of loss or damage.
Warehouse Handling Charge – A fee applied each time SIT service is provided, in addition to line-haul charges.
You and Your – Refers to the individual shipper of household goods, who is the consignor or consignee, and is responsible for paying transportation charges.