Frequently Asked
Questions

While every move varies, average times are:

• 1-bedroom: 3 to 5 hours
• 2-bedroom: 4 to 6 hours
• 3-bedroom: 6 to 8 hours

Factors that influence total time include: total items, loading/unloading distances, driving time, parking situation, weather, stairs, elevator usage, fragile items, and furniture requiring special handling. For larger moves, we offer free on-site estimations to determine appropriate crew size and expected duration.

We recommend reserving your moving date at least three weeks in advance. Our calendar fills quickly, especially during peak moving season (May-September). We can still accommodate last-minute bookings when possible. Call (888) 914-8787 to speak with a moving consultant about availability.

Moving is physically demanding work, and short rest periods help our crews stay safe and efficient. Crew members receive 10 minutes of rest break for every hour worked, plus a meal period on longer jobs. On California moves, rest breaks and the 30-minute meal period count as time worked and appear on your hourly bill, as stated in your signed agreement. On Arizona moves, rest break time is billable and meal periods are not. Breaks are administered in accordance with the applicable state labor law.

A carrier like Ontrack owns the trucks, employs the crews (Ontrack personnel), and maintains custody of your belongings from pickup to delivery. A broker is a middleman who sells your lead to unknown subcontractors assigned at the last minute.

Ontrack is a licensed asset-based carrier under USDOT #2551548, not a broker. Your belongings ride on Ontrack trucks with Ontrack crews. If something goes wrong, there is one company, one phone number, one point of accountability. With a broker, you get finger-pointing between the broker and whoever they hired.

We use 26 ft. box trucks with the following specifications:

• Overall dimensions: 37' long x 8'7" wide x 13'1" high
• Cargo box interior: 25'2" long x 7'8" wide x 8'1" high
• Floor space: 192 sq. ft.
• Capacity: Up to 1,400 cubic feet
• Gross vehicle weight rating: 26,000 lbs, which is the rating for the loaded truck itself, not the weight of goods it can carry

For locations with narrow roads or limited access (common in San Francisco's North Beach or Scottsdale's hillside communities), we can arrange smaller vehicles upon request.

Ontrack Moving® does not authorize passengers in our trucks, so customers cannot ride along in the moving truck. We recommend arranging a ride with a friend, using a cab service, or rideshare apps on moving day.

Generally, we continue working during rain. If it rains heavily, we work inside preparing furniture while waiting for conditions to improve. Our team places protective blankets on floors to keep both locations as dry as possible.

Local moves start at $175 per hour for a 2-person crew in both the Bay Area and Phoenix Metro. Larger crews carry higher hourly rates and usually finish sooner: three movers start at $235 per hour in the Bay Area and $225 in Phoenix Metro, four movers at $295 and $275. All local moves (under 100 miles) are charged hourly against a minimum charge. In the Bay Area the minimum is 3 hours for a 2- or 3-mover crew and 4 hours for crews of 4 or more. In Phoenix Metro the minimum is 2 hours. The minimum is billed regardless of the actual time worked, and it applies separately to each scheduled day of a multi-day move. Additional time after the minimum is pro-rated in 15-minute increments. Contact (888) 914-8787 for a free estimate.

California hourly moves are billed under Maximum Rate Tariff 4, issued by the Bureau of Household Goods and Services (BHGS). Item 36 computes the billable time as loading, plus unloading, plus double the driving time from origin to destination. It excludes the time spent traveling to your first location and returning to our Hayward facility after the move. This means you pay only for driving time you can witness and verify as accurate. Final charges will be based on actual labor time, materials used, access conditions, scope changes, waiting time, and any additional services requested or required to complete the move.

Note: This tariff applies to California moves only. Arizona local moves are not subject to California double drive time.

In California, overtime applies to hours worked beyond 8 in a workday at 1.5 times the regular hourly rate, and to hours beyond 12 in a workday at 2 times the regular hourly rate. Overtime is also applicable for moves conducted outside of regular business hours in all states we serve.

When applicable, the trip charge covers the time it takes the crew to travel from and to our facility, since movers are compensated hourly from clock-in to clock-out. The trip fee is added to the minimum hours or to the total time. From our Hayward warehouse, most East Bay and Peninsula jobs have minimal trip time. From our Peoria warehouse, Phoenix metro jobs are typically within 30-40 minutes.

Local residential moves: Visa, MasterCard, American Express, and Discover. Credit card payments are subject to a 3% processing fee. Cash payments receive a 3% discount. Personal checks are not accepted.

Long-distance moves: Cash or cashier's check only. 50% is due upon loading and 50% upon arrival, prior to unloading.

Commercial moves: Company checks and wire transfers accepted.

Weekday moves (Monday-Thursday) are often more affordable as demand is lower. Weekend rates (Friday-Sunday) may be higher during peak season (May-September). We offer consistent hourly rates year-round. The cheapest months to move are typically October through April. Mid-month (10th-20th) and mid-week (Tuesday-Thursday) dates offer the most availability.

At Ontrack Moving®, we are an Asset-Based Carrier, not a broker. We don't believe in holding your money hostage with "non-refundable" deposits. Our policy is built on professional respect for your schedule and our crews' time.

Important: All cancellation and reschedule requests must be made by speaking directly with our office during business hours. A voicemail left at 2 AM or an email sent overnight does not count as notice. We need live confirmation so we can reassign the crew and release the truck before it is too late.

1. Residential Local Moves

72+ Hours Notice: If you cancel or reschedule with more than 72 hours' notice, your deposit is 100% refundable, less non-recoverable third-party credit card processing fees. (We return 100% of our portion; the bank simply keeps the fee they charged to process the original transaction).

Inside 72 Hours: We understand that closing dates slip and leases get extended. We will allow a one-time reschedule at no additional charge to a new date within 30 days.

Under 24 Hours or No-Show: At this stage, a Signature Crew has been assigned, a truck has been pulled from our fleet, and we have turned down other families for that date. You will be responsible for the minimum labor charge. Because we are unable to fill a specialized crew's schedule on such short notice, our movers lose a full day of work.

2. Long-Distance & Commercial Projects

Interstate routes and office relocations involve complex route planning, fuel commitments, and multi-state crew scheduling. Because these assets are locked in weeks in advance, specific cancellation and rescheduling terms are outlined clearly in your Signed Proposal.

The Ontrack Standard

We do not lock anyone into "gotcha" non-refundable deposits. That is broker behavior. We are the direct carrier, and we treat your move with the transparency it deserves.

While we recommend being present for the initial strategy brief and the final walkthrough, we specialize in accommodating the demanding schedules of busy professionals. We provide two clear methods for managing your relocation:

In-Person Management

You or an authorized representative over the age of 18 are welcome to oversee the process. This allows for direct communication as we execute our 15-Point Protocol and lets you perform a final physical walkthrough at the destination to verify the placement of every asset.

Remote-Managed Relocations

If you cannot be onsite, we are fully equipped to manage the entire process remotely. We conduct the morning briefing via FaceTime and provide real-time photo documentation of your items as they are secured and loaded. As an Asset-Based Carrier, we maintain an elite standard of accountability whether you are in the room or managing the move from your office.

After performing thousands of relocations, one thing is clear: every move has its own variables. Moving is not an exact science, and actual time can vary based on real-world conditions beyond anyone's control.

Factors such as traffic congestion, weather conditions, stairs, long walking distances, elevator availability, building restrictions, and the amount of furniture requiring proper disassembly and protection all influence the total duration.

Local moves are billed hourly, which keeps billing transparent. All hourly moves are subject to a minimum charge, which is the smallest amount billed for a job. Beyond that minimum, labor is billed in 15-minute increments at the agreed hourly rate, so you are billed for the time the crew actually works rather than rounded up to the next hour.

We do not rush moves to meet arbitrary time limits. Rushing increases the risk of damage, injury, and costly mistakes. Our responsibility is to protect your property, your building, and our crew while completing your relocation correctly the first time.

This approach has allowed Ontrack to maintain consistent, professional results across residential and commercial relocations alike.

Tipping is never required, but it is a common way customers show appreciation for professional service. Our crews are paid fair hourly wages, and gratuity is always voluntary.

At the completion of your move, our tablet system includes an optional tip screen for convenience. This allows customers to add a tip electronically if they choose, or they may simply select "No Tip." Our crew are instructed never to request or expect gratuity.

Customers who wish to tip typically base the amount on the crew's professionalism, efficiency, and care. As a general reference, many customers tip between $20-$50 per mover for smaller moves, and $50-$100 per mover for full-day or more complex relocations.

Whether or not you choose to tip, our commitment to professionalism, care, and service remains the same. For the full breakdown, including long-distance moves where load and delivery crews differ, see how much should you tip movers.

Federal law requires movers to present two levels of liability. "Released Value Protection", at $0.60 per pound per article, is the level that applies when the shipper waives full value in writing, and we provide it at no cost. It is important to understand that this is based on WEIGHT, not VALUE.

Because your belongings are worth more than their weight, we recommend a two-part safety strategy:

1. FOR YOUR STUFF: Purchase Full Value Protection via MovingInsurance.com (1-888-893-8835) or check your existing Homeowner's policy for "Goods in Transit" coverage.

2. FOR YOUR PROPERTY: Ontrack carries a $10M Combined Protection Tower. This protects the home itself, including custom marble floors, door frames, and high-rise elevators. This is the coverage that HOAs and property managers require via Certificate of Insurance (COI).

We are a licensed carrier (USDOT #2551548) with a DOT inspection record that exceeds the national average, prioritizing prevention over claims.

Read our full Insurance and Protection guide →

Yes. Ontrack carries a $10M Combined Protection Tower, configured for the high-limit COI requirements Class A buildings commonly set and The Residences at 2211 in Phoenix.

We generate the Certificate of Insurance your building requires and send it directly to property management, not a copy of someone else's policy. Where the building's requirements and our policy terms allow it, the building owner and management company can be named as additional insured. Send us the building's insurance requirements and we will confirm what we can issue before move day.

Important distinction: General Liability covers damage to the building (walls, floors, elevators, common areas). It is separate from household goods protection ($0.60/lb basic) which covers your belongings.

Ontrack holds a verified DOT inspection record that exceeds the national average with the Federal Motor Carrier Safety Administration (FMCSA) under USDOT #2551548. That means our federal inspection performance exceeds the national average across 25,000+ completed moves since 2010.

This record is publicly verifiable. You can look us up yourself at FMCSA SAFER. Compare that to any broker or competitor you are considering.

Pressboard/Particle Board Furniture: Pressboard and particle board are structurally fragile once assembled and can separate at the joints when moved. We note the condition of these pieces on the inventory before loading, and they remain subject to the same basic $0.60/lb per article cargo liability as any other item.

Customer-Packed Boxes (PBO): Damage or breakage resulting from improper packing by the customer is not covered. If a customer-packed carton is lost in transit, settlement is based on the basic $0.60/lb per article cargo liability using a constructive weight for the carton, since we have no record of its contents.

Live Plants or Perishables: Unless special arrangements are made in advance.

Electronics & Appliances (Internal): Internal mechanisms are not covered unless external damage caused the problem.

Money, Coins, Precious Metals or Stones: Cash, currency, coins, precious metals, gems, and jewelry are never covered under basic liability. Keep these with you personally on moving day.

Unpackaged Glass/Marble/Breakables: Glass-framed art, fish tanks, tabletops, and mirrors must be pre-packaged by our crew to be covered, except where the breakage results from our negligence, or from fire, theft, malicious damage, or collision or overturning of the vehicle.

File a claim in writing via email or our contact page. Include:

• Brief description of the item and damage location
• Full name, moving date, and confirmation number
• Best way to reach you
• Photos: close-ups of damage, serial/model numbers, and full item images

Deadlines matter: for California moves, report loss or damage as soon as practical and file sworn proof of loss within nine months of the date of loss, per Item 92 of Maximum Rate Tariff 4. For Arizona moves, file your claim in writing within 90 days of delivery. Please hold off on third-party repairs until we have had the chance to inspect the item, because repair charges incurred before that inspection are not reimbursable. We will respond with confirmation and may request additional information. Claim finalization may take up to 60 days.

Furniture must be emptied prior to moving. Ontrack Moving is not responsible for anything left inside, as items could fall during the moving process. We do not recommend removing drawers entirely, as this can damage the tracks and alignment.

We can relocate plants locally; however, due to heat buildup inside the truck, we cannot control whether they will arrive in healthy condition. This is especially true for Arizona summer moves where truck interiors can exceed 140°F. Plants are not covered for heat damage, breakage of the pot or base, or any other plant-related damage. Fragile outdoor items like terracotta planters, fountains, and statues are moved at owner's risk. Ontrack Moving® does not transport plants across state lines.

We recommend personally transporting jewelry, small high-value, and irreplaceable items. If you wish us to transport high-value items, please contact our office before the move to arrange proper documentation. Unless an inventory has been conducted and the item's value declared beforehand, Ontrack Moving is not responsible for any loss or damage.

We do not move: combustible liquids, corrosives, explosives, flammables, compressed gases, perishable goods, or pets. Ontrack Moving reserves the right not to move any item that cannot be moved safely. This includes improperly stored ammunition, propane tanks, and partially filled paint cans.

We can assist with connection and disconnection of major appliances, but it is the customer's responsibility to arrange for appliances to be installed and serviced by a professional. Ontrack Moving cannot assume responsibility for appliances, connections, circuits, hoses, or valves. We are licensed professional movers, not plumbers or electricians.

Our team is trained to safely unmount TVs, disconnect cables, and pack them securely for transportation. However, remounting TVs at the destination is not within the scope of our moving service. We recommend consulting a qualified technician for reinstallation, as wall stud placement varies between buildings.

October through April are typically less expensive moving months. Peak moving season (May-September) has higher demand, especially around month-end and weekends. Rates are most competitive mid-month (10th-20th) and mid-week (Tuesday-Thursday).

Regional note: In Phoenix, summer (June-August) is actually off-peak due to extreme heat, so pricing may be more competitive. In the Bay Area, September through November can be surprisingly busy due to tech company relocation cycles.

San Francisco: Mission District, Nob Hill, Pacific Heights, SoMa, Castro, Richmond, Sunset, Hayes Valley, Marina, Financial District, Potrero Hill, and all other neighborhoods. View SF service details.

Bay Area: Oakland, Berkeley, San Jose, Palo Alto, Walnut Creek, Fremont, Hayward, and 50+ cities. View all Bay Area locations.

Phoenix Metro: Phoenix, Scottsdale, Tempe, Mesa, Chandler, Gilbert, Glendale, Peoria, Surprise, Paradise Valley, and surrounding communities. View all Phoenix locations.

Yes. Ontrack is a licensed and insured asset-based carrier:

• USDOT #2551548 - Verify at FMCSA SAFER
• MC #889001 - Interstate operating authority
• CAL-T190721 - California state license (Verify at DCA)
• $10M Combined Protection Tower general liability for buildings and premises, workers compensation, and commercial auto
• Basic $0.60/lb per article cargo liability on your belongings, with additional valuation protection available through a third-party provider
• A+ BBB Rating - View BBB profile
• DOT Inspection Record Exceeding the National Average with FMCSA

Every credential listed above is publicly verifiable through the linked government databases.