Questions to Ask Before You Book a Moving Company

A Kiwi-friendly checklist of questions to ask moving companies (local, inter-city, and international) to avoid hidden extras, delays, and moving-day stress.

In New Zealand, most moving-day horror stories come down to the same thing: assumptions. A quote that sounded “all in” turns out to exclude stairs, steep driveways, waiting time for settlement, or packing materials. The fix is simple — ask better questions early and get the answers in writing.

Before you accept a moving quote

1) Will you do a home survey (or video survey)?

A proper survey is how reputable movers avoid “guess quotes”. It’s also where you flag the realities that affect time and cost: steep Wellington paths, narrow Auckland driveways, tight doorways, no lift, long carries, or awkward items (sofas that won’t pivot, double-door fridges, pianos).

If they won’t survey and won’t ask detailed questions, treat the quote as a placeholder — not a promise.

2) What exactly is included in the price?

Ask them to list what’s included, in plain English:

• Number of movers and truck size
• Loading, transport, and unloading
• Basic protection (blankets, straps, floor runners)
• Furniture dismantling/reassembly (what items?)
• Travel time and fuel (especially if you’re going out of town)

3) What “extras” could be added on the day?

In NZ, common add-ons include:

• Stairs / multiple flights / no elevator
• Long carry distance from truck to door (or parking far away)
• Waiting time (settlement delayed, keys not ready, access blocked)
• Heavy items (piano, safe, large appliances, spa pools)
• Packing materials (boxes, wrap) and packing service
• Dismantling items not previously declared

Ask for the actual figures (e.g., “$X per extra flight”, “$X per 30 minutes waiting time”), not just “there may be charges”.

4) Parking & access: what do you need from me?

Parking and tricky driveways can make or break an NZ move. Ask:

• Do you need me to block out street parking with cones?
• How much space do you require (and what truck length)?
• Will your truck fit down my shared driveway?
• Any added charges if the crew has to carry items further due to bad access?

If you’re moving into an apartment building, also mention delivery restrictions, loading bay bookings, and any timed access (e.g., body corporate rules).

5) Are you fully insured — and what does that mean for me?

Ask for the basics, in writing:

• What protection is included by default (and what is the excess/deductible)?
• Does cover differ for owner-packed vs professionally packed boxes?
• How do you report damage and what’s the time limit?
• Do you repair/replace, or pay a cash settlement?

Also ask what they consider “non-moving risk” (e.g., pre-existing damage, flatpack furniture weakness, fragile self-packed items). Many movers require you to organise "Transit Insurance" through your own contents provider.

6) Who will actually show up on the day?

Clarify whether it’s their own crew or subcontractors, and whether the team size can change. A low quote with too few people can turn into a long (and expensive) day.

7) What’s your cancellation / rescheduling policy?

NZ moves often hinge on property settlement timing and key release from the lawyers. Ask what happens if your date changes, how much notice is needed, and whether deposits are refundable.

Questions for inter-city and inter-island moves

Longer trips add complexity: Cook Strait ferry crossings, driver hours, traffic delays, and sometimes overnight staging. You’re not being “difficult” by asking for details — you’re protecting your move.

1) Is the quote fixed-price or hourly?

If it’s fixed-price, confirm what assumptions it’s based on (crew size, access, volume). If it’s hourly, confirm when the clock starts/stops and whether travel/ferry time is billed.

2) What’s the delivery plan and time window?

Ask:

• Earliest and latest expected arrival (inter-island moves can sometimes take several days).
• Who calls you on the day (and how far in advance).
• What happens if you’re delayed collecting keys due to settlement issues.

3) Do you offer storage if settlement dates don’t line up?

If you might need storage between houses, ask what type it is and how it’s billed:

• Containerised vs warehouse “loose” storage
• Minimum storage period
• Redelivery fees and booking lead time

International moves: the extra questions

International moving is a different beast: more paperwork, more handling points, and longer delivery windows. The best firms will walk you through the process without hand-waving.

1) Who is the carrier — and who handles customs?

Ask directly:

• Do you manage the shipment end-to-end or use a partner abroad?
• Who is the point of contact once it leaves NZ?
• What documents will you need from me (passport copy, inventory, proof of address, etc.)?

2) Is it a shared container or sole-use?

Shared loads (groupage) can be cheaper but may increase delivery windows. Confirm which option you’re getting and how timelines work.

3) What can’t be shipped — and what needs special handling?

Ask for a clear restricted/prohibited list and guidance on batteries, aerosols, alcohol, food items, and valuables. It’s far better to know now than have items removed at collection or flagged by MPI/Customs overseas.

Tip: When you compare quotes, compare scope — crew size, access assumptions, protection, and the “extras” list — not just the headline number.