Important Information for Persons Moving Household Goods (within California)

About this booklet

This booklet has been prepared by the Bureau of Household Goods and Services (the “Bureau”) to offer guidelines and recommendations for moving and to explain the obligations (regulations) of moving companies in California. The Bureau requires that this information be provided without charge by household movers to persons planning to move between points in California.

Introduction

This material is designed to give you the information necessary to ensure a well-planned, uncomplicated move. Throughout this document you are referred to as “you” or the “shipper”. The moving company is called either the “carrier” or the “mover”.

The Bureau has rules governing how much a mover can charge you for its services. The specific government rules, regulations and rate limitations for movers within California are provided in the Bureau’s Maximum Rate Tariff 4. A copy of Maximum Rate Tariff 4 and all forms and documents used by the mover can be examined at the mover’s place of business (for MOVEXER: MOVEXER principal place of business (see Agreement, section 01).), at the Bureau office at 4244 South Market Court, Suite D, Sacramento, CA 95834, or on the Bureau’s website, www.bhgs.dca.ca.gov. You may also call 1-833-488-2327 for information on the maximum rate program.

California moves require a good deal of paperwork. Read all forms and be sure they are completely filled out before you sign. Always get a copy of everything you sign. If you have a problem about a move within California that you and the mover cannot resolve, call the Bureau.

How to choose a mover

Most licensed moving companies are listed in directories, newspapers and other local advertising. When consulting written advertisements, avoid movers whose license number (Cal “T-No.”), issued by the Bureau, is not shown. Such movers are probably not licensed or insured against loss or damage. Ask friends who have recently moved for recommendations; realtors, mover associations, business groups, chambers of commerce and consumer organizations may also help.

Once you have the names of possible movers, call the Bureau at 1-833-488-2327 or use the licensee lookup at www.bhgs.dca.ca.gov to determine whether they are licensed and insured and whether the Bureau has issued citations or taken legal action against them. Get written estimates to compare prices and services.

Obtain the complete and correct moving company name, T-number (Bureau license number), address and telephone number of the mover you select, and keep the mover informed of how and where you can be reached at all times until the shipment is delivered.

Maximum rates

All rates and charges are subject to Bureau-set maximums. Normally movers will not exceed these maximums; most charge less. However, there may be circumstances under which a mover must issue a written “Estimated Cost of Services” (Estimate) no less than three days before moving day, indicate that maximum rates will be exceeded, and obtain your consent to the rates to be charged. If these procedures are not followed, the mover may not exceed the Bureau’s maximum rates.

Estimates and costs

Request a written estimate from two or more movers so you can compare prices. Written estimates are binding on the mover. All written estimates must be based on a visual inspection of your goods and must show total estimated charges. A verbal or online rate quotation (how much it will cost per 100 pounds or per hour) is not an Estimate. Verbal and online quotes are not binding. Get any total cost estimate in writing.

Be as consistent as possible with each mover you talk to, so Estimates are comparable. Tell prospective movers about all of the goods you want moved, any special services you require, and conditions affecting pickup and delivery (stairs, narrow roads, and everything about your new home that may affect the move). This ensures a more accurate estimate and reduces the chance of misunderstandings or unexpected charges on moving day.

Local versus long-distance

• If the move is over 100 miles, it is a long-distance move and must be charged on a weight and mileage basis. Mileage accounts for driving conditions.
• If the move is 100 miles or less, it is a local move and is usually charged by the hour. On local moves that can be completed in a few hours, some movers may not consider it feasible to visually inspect and give a written Estimate and will quote only the hourly rate. You should consider contacting other movers to get a written Estimate of the total cost.

Minimum charges and extra charges

Some movers have minimum charges. For example, on hourly moves a mover may charge a minimum of four hours even if the move takes two or three. On distance moves a mover may charge for a minimum weight of 5,000 pounds even if your shipment weighs 3,000 pounds.

Movers normally charge for packing and unpacking services. On distance-rated shipments there may be an additional charge for elevators and flights of stairs past the first floor (except in a single-family home). If it is impossible for the mover to park so that the tailgate of the vehicle is within 75 feet of the front door, a long carry charge may apply.

Change Orders

If you add items or request services not included in the Estimate, the mover will provide a “Change Order for Services” either at the time of pickup or before performing the services, and you pay for these additional services. Make sure the form is filled out before you sign and keep a copy. Do not sign a blank Change Order.

Not to Exceed price

The Bureau wants you to know the cost of your move in advance and not to pay an excessive price. Before your move begins, the mover must inform you of a Not to Exceed Price for your move and cannot charge you more than that price unless you add items or request additional services not previously included in your Agreement. The Not to Exceed Price must be written on the Agreement along with any minimums that may apply and the specific details of the move.

• If you have an Estimate, the amount of the Estimate is the highest price you can be charged and should be the Not to Exceed Price written on the Agreement. Charges on a Change Order are added, as described above.
• If you do not have an Estimate, the highest price you will pay is the lesser of (1) the Not to Exceed Price, subject to maximum fixed rates, plus any Change Order charges, or (2) the charges calculated using the rates quoted in the Agreement.

Inventory report

An inventory (or inventory report) is a list of items and their current condition. When the mover arrives to pick up your goods, you may request an inventory of all articles you want shipped. While common for distance moves, an inventory report is not normally prepared for hourly moves; on an hourly move you may be charged for the time it takes to prepare it.

The mover notes the condition of each article in a code explained at the top of the form (for example “G” for gouged). Make sure you and the mover agree about the condition. If you disagree, make your own notation on the inventory; otherwise you may have difficulty securing compensation should damage occur.

Your personal participation is also recommended at delivery. If an item is missing or damaged, tell the mover and mark it on both the mover’s and your copy of the inventory. Check cartons carrying china, glassware and other fragile items for damage before the mover leaves. When delivery is complete, sign the inventory sheet and delivery receipt, noting any lost or damaged items. This simplifies future claims; however, failure to do so in no way affects your right to make a claim and to have it considered on its merits.

Pickup and delivery dates

If the mover agrees to pick up your goods on a particular day and/or at a specified time, every effort must be made to meet that commitment. If the time or date cannot be met, the mover must notify you (or the party you designate) by telephone, email or fax, at the mover’s expense, as soon as it becomes apparent that the pickup will not be at the time promised. If delivery is delayed, the mover must notify you at least 24 hours in advance, at the mover’s expense, at the address or telephone number you provided.

For moves weighing 5,000 pounds or more and/or transported 75 miles or more, you may request the mover to pick up on an agreed date and deliver within an agreed span of two consecutive days. If pickup is not made on the agreed date and delivery within two days of the agreed date, the mover must pay you $100 per day for each day of delay, in addition to any other claim you make. You must request this service in writing, and any claim for failure to deliver on the agreed date must be made in writing within 30 days of delivery.

Claims for damages because of mover negligence in failing to pick up or deliver on the agreed date or period are handled like any other claim for loss or damage.

Packing and other preparations

You may save money by packing some or all of your own goods; however, in the event of breakage you will have to show that the damage occurred because of the mover’s negligent handling and not your packing. If there is damage, always save the box, the contents and the packing materials.

Never pack matches, flammables (such as propane tanks) or other dangerous articles — see the hazardous materials list. Empty, defrost and dry refrigerators and freezers. Set aside jewelry, money, vital documents and valuable small items in a safe place not accessible to anyone entering your old or new residence. Do not ship jewelry, money, important papers or other valuable personal articles unless you make written arrangements with the mover. It is best to carry these items with you.

It is up to you to make preparations such as disconnecting major appliances, providing special services to protect them during the move, and removing items attached to walls or floors such as draperies and tacked-down carpets. Some movers provide these services for a fee or can suggest local firms.

Agreement for Moving Services

In addition to other items, the Agreement shows: the mover’s name, Bureau license number (T-number), address and telephone number; the address and telephone number where the mover can contact you; the location where your goods are being moved; the date of loading or pickup and the preferred delivery date; a summary description of the move (items included or excluded and services to be provided); the declared value of your goods; the rates upon which charges are based and any minimums; and the Not to Exceed Price — the highest charge that may be assessed for the services to be performed, plus any additional charges requested on a Change Order.

The mover is required to complete the Agreement (except for the Not to Exceed Price), sign it, and give it to you no less than three days before moving day, unless arrangements are made less than three days in advance or you agree to waive the requirement. This gives you time to review it and ask for an explanation of anything unclear. For example, if you are moving on a Saturday, you should get the Agreement on Wednesday. Before your move begins, the mover must fill in the Not to Exceed Price and both you and the mover must sign.

Weighing your goods

When charges are based on weight, the moving van is weighed by a certified weighmaster on a certified scale before and after loading. You may observe the weighing or ask the mover to notify you of the charges by telephone, email or fax as soon as the goods are weighed. Request copies of the weight information before and after loading. If you question the reported weight, you may ask for a reweigh before delivery.

No extra charge is made for reweighing if the difference between the two net scale weights exceeds 100 pounds on shipments of 5,000 pounds or less, or exceeds 2 percent of the lower net scale weight on shipments over 5,000 pounds. The lower of the two net weights must be used to determine charges. If you request a reweigh and the difference is not as described, you may be required to pay for it.

Protecting your goods

Already included in the mover’s rates is protection against loss or damage at 60 cents per pound per article. You may purchase additional protection and set the value of your belongings at an amount that makes you comfortable. Check any insurance policies you already have before paying for additional protection; if unsure, call your insurance agent.

The mover may charge for the level of protection and the value you place on your goods. Actual cash value protection covers the depreciated value of your goods, determined by the cost of the item new, its age, its condition when received by the mover, and the value you declare. Full value protection usually costs more since it covers the replacement cost of any lost or damaged item. The mover may opt to replace, reimburse or repair the damaged item according to the protection level you choose. Remember to declare items of extraordinary value; if you do not, the mover may not be liable for their full value regardless of the protection level. Your goods are also protected while stored-in-transit at your request, and the mover may charge an additional valuation rate for that service; if storage-in-transit is undertaken for the mover’s convenience, you will not be charged for this protection.

The Agreement includes a section entitled “Consumer Protections and/or Waivers” on which you must declare the value of your shipment and choose a level of protection. If you fail to do so, your goods are automatically protected for actual cash value up to $20,000. You may be charged for this protection at the rate for each $100 (or fraction) of declared value stated on the Agreement; if no valuation charge is stated, the rate is $0 per $100 of declared value.

1. Basic coverage at 60 cents per pound per article ensures recovery at 60 cents multiplied by the weight of the item or the carton it is packed in. If a 20-pound item is lost or damaged, you can recover $12.00 (60 cents × 20 pounds). This is very minimal protection and your goods are probably worth considerably more. It is included in the mover’s rate.
2. Actual Cash Value protection ensures recovery at the actual cash value (fair market value) of lost or damaged items, up to the total value you declare. The mover may charge for it and states the rate on the Agreement.
3. Full Value protection ensures recovery at the full (replacement) value of lost or damaged items, up to the total value you declare. The mover may offer deductibles in combination with full value protection; you are responsible for deductibles unless an item is lost by the mover. The mover may charge for it and states the rate on the Agreement.

Liability for valuables

Items of extraordinary value — antiques, art objects, gold or silver articles and the like — should be separately described on the inventory with a value declared for each. List them by description and value on the shipping document. It is best not to ship money, jewelry, important papers or other valuable personal articles; keep them out of the reach of others and take them with you.

Limitations on the mover’s liability

The mover is not liable in a claim for loss or damage to articles in the following situations:

1. change in condition or flavor of perishables;
2. loss or damage caused by the shipper, including improper packing;
3. defect or inherent vice of the article, such as susceptibility to atmospheric changes;
4. insects, moths, vermin, ordinary wear and tear, or gradual deterioration;
5. mechanical or electrical derangement of musical instruments, electronic components or appliances, if there is no sign of exterior damage;
6. loss or damage caused as a result of any strike, lockout, labor disturbance, riot, civil commotion, or any act of any person taking part in such an occurrence or disorder;
7. hostile or warlike action in time of peace or war;
8. breakage caused by normal handling of china, glassware, bric-a-brac or similar items, unless packed by the mover;
9. liability of the mover for loss or damage is subject to your compliance with the rules for filing claims.

For more information, see PUC General Order 136-C, available from the Bureau of Household Goods and Services.

If you have loss or damage

If your goods are lost or damaged, describe the loss and damage by making notations on the mover’s shipping order or freight bill. If the driver refuses, report this and the condition of the articles in writing to the mover’s home office. Neither action constitutes filing a claim; they support a claim to be filed later.

One of the required documents in support of a claim is a copy of the paid freight bill. Before you may file a claim for loss or damage, you must pay the mover all charges due for transportation services, because the handling of a claim is separate from the performance of and payment for the transportation service itself. If you do not pay the transportation charges, the mover may not honor your claim.

How to file a claim

To file a claim, you must:

1. Write the home office of the mover and describe the loss or damage;
2. List separately the lost or damaged items;
3. Note the exact amount you are claiming for each lost or damaged item; and
4. Give the date of your move, the origin and destination, and the mover’s order number.

If the damage is to packed items, retain the box, its contents and the packing materials — especially if you did the packing. Copies of store receipts and professional repair estimates speed processing. Keep copies of all correspondence; correspondence to the mover should be sent by Registered Mail, return receipt requested, to evidence receipt of your claim.

Your claim must be filed in writing within nine (9) months after delivery of the goods, or within nine months after a reasonable time for delivery has elapsed. The mover must acknowledge claims in writing within 30 days and must pay, decline to pay or make a firm compromise settlement within 60 days of receipt. If a reason beyond the mover’s control delays action longer, the mover must notify you in writing within 60 days of receipt as to the status and reason for delay (with a copy to the Bureau), and again every 30 days until final action is taken. If the mover fails to respond within these time limits, contact the Bureau immediately at (833) 488-2327. See Maximum Rate Tariff 4, Item 92, for more on filing claims.

The Bureau has no authority to compel movers to settle claims for loss or damage and will not determine whether the basis for, or the amount of, a claim is proper, nor the mover’s liability. If both you and the mover consent, the claim may be submitted to an impartial arbitrator. You may also commence a suit in small claims court or another court. If arbitration or civil action results in a decision in your favor and the mover fails to comply, contact the Bureau.

If your new home is not ready

If you cannot move into your new home immediately, you may have your goods moved from your present residence and held in storage for later delivery. For a storage period of 90 days or less, you can request Storage-in-Transit. Separate charges are assessed for transportation to your new residence, and storage and handling charges apply; the service is covered by the terms and conditions of your Agreement with the moving company.

If you do not request Storage-in-Transit, or your storage period exceeds 90 days, your goods are subject to the rates, terms and conditions set by the local warehouse, under a separate contract with the warehouseman that is not regulated by the Bureau.

Paying for your move

Most movers insist on payment in cash, by money order or certified check; you may arrange in advance for the mover to extend credit. If the mover accepts payment by credit card or personal check, be sure the arrangement is noted on the Agreement.

A mover holding a valid permit from the Bureau has a lien on your goods to secure payment of the moving charges you agreed to in writing before the move began, plus the charge for any additional services you requested on a bona fide Change Order for Services. The lien does not apply to food, medicine, medical devices, items used to treat or assist an individual with a disability, or items used for the care of a minor child. Once you pay these authorized charges, the lien is extinguished and the mover must release all of your goods. If the driver requires payment greater than the authorized charges, contact the mover about what may be an overcharge; if it cannot be resolved, call the Bureau at (833) 488-2327.

Hazardous materials not to be shipped

Hazardous materials, as defined by the U.S. Secretary of Transportation, are not accepted for shipping. Some of the materials most common to household use:

Please contact your mover if you have any questions about the above items.

This page restates Item 470 of Maximum Rate Tariff 4 (effective January 1, 2026) for readability. The official text in the PDF governs. Questions about how these rules apply to your move? contact us.