Frequently Asked Questions

We get this question a lot. The truth is it all depends on how much stuff you have.

The beauty of our simple hourly pricing is that your time begins when the crew arrives and you sign them in. Then you’re the boss as long as you need us. If you need us longer than expected, no problem — time is prorated in 15-minute increments.

If you’re packed, prepared, and it helps us finish early, then the clock stops and you only pay for the time we work. Not a penny more.

We’ve moved over 25,000 people since 2005 and this is what our data tells us about typical moves:

• 26′ Truck(s) including driver, fuel, and mileage ????

• TV moving boxes at no extra charge (up to 72″) ????

• Furniture disassembly and reassembly (we bring the tools) ✅

• Unloading and unwrapping everything in your new home ✅

• Silver plan protection coverage at $0.60 per pound per item ????

• Great attitudes, strong workers, and friendly smiles ????

We can usually fit everything in a home up to 1,700-2,000 square feet. Want to see how much stuff typically fits? Check out this video.

Need more stuff moved? We’ve got you covered with extra trucks and oversized trailers as needed!

We ask for a $100 refundable deposit to reserve a move slot with us. If you have to cancel or reschedule, we ask for seven (7) days notice so that we have an opportunity to fill the spot you left vacant and get you rebooked at a more convenient time. All deposits are fully refundable upon cancellation as long as at least seven (7)  days notice is provided.

For all local moves and moves within Texas, you’ll pay at the end of your move when you sign out your moving crew. We can use the credit card you used for your deposit, a new credit card, or cash.

For interstate moves, payment is required prior to us unloading your items at your final destination.

Most customers thank our movers by leaving 10% to 20% of the final bill. Gratuity is not expected but very much appreciated since as you know, moving is tough. You can leave your tip on a credit card or pay in cash at the end of your move. If tipping isn’t in the budget, a review on Google, Yelp, or Facebook means the world to us!

Lots of movers bring their own lunch. Some moving crews will stop somewhere along the way en route to the next location. If they stop, they’ll clock out any time they spend eating during their lunch break.

We offer full-service packing priced at our simple hourly rate. We can pack a couple rooms or pack your entire home including kitchen, clothing, and special items like artwork and pianos. We also have a full line of packing materials at affordable prices so we can bring everything we need to get your packing done.

If you choose not to book packing services, your items will need to be packed and ready by the time your moving crew arrives on move day.

Absolutely. It’s actually quite challenging getting insurance in this business so many moving “entrepreneurs” are uninsured. We are fully licensed and insured and provide the required valuation protection of $.60 per pound for any items broken, lost, or damaged during a move. Movers in Texas are regulated by the TxDMV and the Texas Department of Insurance. Our TX DMV number is 00901587C ????????

The Silver plan is included in the price of our moves. But most customers prefer to upgrade to the Gold plan????. Here’s the options we offer our customers, all with zero deductible:

• Silver Plan – no additional charge – $0.60 per pound per item

• Gold Plan – only $179 – $2.00 per pound per item

• Platinum Plan – only $299 – $4.00 per pound per item

Your claim will be evaluated and approved based on your Protection Plan. However, the Claims team will take many factors into consideration when reviewing your claim, and we encourage filing a complete claim for any affected items.

In the unfortunate event that something is damaged, Heavenly has a simple claims process. We ask customers to initiate a claim within seven (7) days of delivery of the item(s) and provide any additional information requested by Heavenly in a timely manner to facilitate the claims process.

To initiate this process, please submit your claim online here: Claims Submission

After filling out the claims form, the following information will need to be submitted to our claims team:

1. Photos of the damage (make sure to include a photo of the whole item as well). Photos of any identifying labels with make and model information.
2. Copies of the original receipts. If you don’t have a copy of the receipt, please provide a website link to the same item from an online source.

Once you’ve initiated the claim and have sent us the required photos and receipts, we can submit the claim to be reviewed by our Claims Department in accordance with our Terms of Service. Please note that any compensation will be based on your coverage limits in accordance with your selected Protection Plan.

Once all necessary information is collected, the review process can take between one and three weeks. Keep in mind that your claim cannot be submitted for review until you have filed a claim and submitted photos and/or receipts.

Once your claim has been reviewed, you’ll receive an email from a member of our Claims team with additional information and the next steps.

Generally the answer is NO. You do not need to remove clothing and other items from dressers / chests of drawers before a move UNLESS:

1. The contents of the drawers are unusually heavy;
2. The piece of furniture is not very strong/stable and there’s a risk of collapse during the move (like IKEA furniture); and/or
3. The contents are fragile/delicate or valuable (like jewelry, heirlooms, etc.)

If you have a specific piece you’re worried about or aren’t sure how to handle, feel free to contact us and one of our moving specialists will help you out!

We’ll move (almost) anything including the items below: