Frequently Asked Questions
Get the answers you need about the upcoming move. Contact Heavenly Moving and Storage Texas for additional information.
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What precautions are you taking during COVID-19?
We are an essential service. This means we’re still in business and we are taking every precaution possible with all of our moves including:
Practicing CDC recommended hand-washing techniques
Staying home if anyone is showing any symptoms of illness
(whether related to COVID-19 or not)
Cleaning and disinfecting moving equipment used on our jobs
Wearing masks while working
We’re asking customers to follow basic protocols related to social distancing:
Maintaining a 6-foot distance from movers and drivers as they work
Refraining from any participation in the move
Kindly asking any customer who’s experiencing symptoms—whether related to COVID-19 or not— to cancel or reschedule their move
How much does a typical move cost?
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:
What’s included in my move?
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 😄
How much stuff fits in a 26 foot box truck?
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!
How can I reserve my move?
We ask for a $100 refundable deposit to reserve a move slot with us. If you have to cancel or reschedule, we ask for 72-hour notice so that we have an opportunity to fill the spot you left vacant and get you rebooked at a more convenient time.
When do I pay for my move?
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.
How much should I tip my movers?
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!
Do movers take a lunch break?
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.
How does professional packing work?
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.
Does your moving company have insurance?
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 🚚💨
Do you offer more protection plans?
The Silver plan is included in the price of our moves. But most customers prefer to upgrade to the Gold plan🏆
I have the Silver Protection Plan, will I only receive .60 cents/lb reimbursements for damaged items?
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.
How to file a damage claim?
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:
- 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.
- 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.
The review process can take between one to three weeks from the time we’ve collected all the information.
How long will it take to process my claim?
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.
What is pricing for special items?
We’ll move (almost) anything including the items below:
|Piano||No charge for upright unless going up or downstairs ($100); baby grand is $300|
|Gun Safe||$150 unless it’s small/closet-sized|
Where is your storage facility?
Our storage facility is located on 620 just south of Anderson Mill Road at:
9311 N FM 620
Austin, TX 78726
Is the facility climate controlled?
Yes! Our storage facility is 100% climate controlled and stays at a safe and comfortable temperature all year long. We store electronics, artwork, instruments, and all other items and you never have to worry about temperatures getting too high or too low for the safety of your items.
We also offer non-climate controlled storage for vehicles – just ask us for details.
Is there a minimum stay or minimum contract?
We sometimes have minimum stays for special offers and special pricing but we are a full-service, no-contract storage provider.
We have clients with us for years and others who just need storage for a month or two. We’ve got you covered either way!
Where are the keys to my unit(s) kept?
The key(s) to the unit(s) provided for your belongings will be secured in our management office.
If you need to access your belongings for any reason we are happy to arrange access for you! Just contact us at least 24 hours in advance at (512) 340-0551 (call or text) or firstname.lastname@example.org and let us know.
Access is available Monday through Friday from 9 AM to 4 PM.
How will my items be stored? Will they be protected?
Your belongings will remain packed, padded, and wrapped from your home or office for the duration of your stay in storage. We don’t charge you extra for the use of pads/moving blankets while your items are in storage (unlike a lot of other storage providers).
Our facility is under 24-hour video surveillance, secure/fenced, protected by digital access codes, and equipped with alarms.
All items are covered by our basic Protection Plan. And additional Protection Plans are available for purchase.
How will I be billed?
Your credit card will be charged on the day you move in for the pro-rated amount for the month. After that, you’ll be charged on the 1st of each month.
We pro-rate your charges only for the month that you move in. After that, we bill monthly and do not pro-rate your charges.
If collection is required, we will assess a late fee of $25 plus $5 per day after the 5th of the month. If your monthly storage bill is not paid within 30 days, then we reserve the right to use any legal means to collect the unpaid balance, up to and including the seizure and sale of property stored in our facility, and all expenses and fines associated with our collection efforts will be charged to you.
For additional information please read our Terms and Conditions.
Are there any items I can't store with you?
The following items are prohibited in our storage facility:
- Food and other perishables (including anything edible)
- Anything illegal (drugs, stolen property, contraband – basically anything you could be arrested for having!)
- Liquids (or anything that could ooze or leak like a paint can)
- Anything combustible (fireworks, kerosene, lighter fluid, etc.)
- Anything alive (plants, animals, insects, etc.) or that used to be alive
- Smelly items (anything that might attract pests)
- Toxic materials
- Items that produce gas or odors
- Motor oil or gasoline
- Compressed air or anything else compressed in a tank
The discovery of any of these prohibited items in a unit may result in fees or penalties. We also reserve the right to terminate your storage account as well as to quarantine and/or destroy prohibited items at our sole discretion or return them to you (at your expense).
Questions? Not sure if something is OK? Just contact us at (512) 340-0551 (call or text) or email@example.com.
Anything that you recommend not be stored with you?
Although it is not prohibited, we strongly recommend that items of very high value and documents that are sensitive and/or high value not be stored with us.
For example, it’s not a good idea to store financial instruments (currency, bonds, deeds, etc.) or documents containing sensitive personal information (think passports or birth certificates).
Basically, it’s not a good idea to store items that someone could use to steal your identity if taken or that you might need urgently (like a passport).
When I'm ready to get my stuff back, what do I do?
Just contact us at (512) 340-0551 (call or text) or email firstname.lastname@example.org and let us know when you’d like to take delivery! We’ll take it from there.
How do the Protection Plans work for storage?
The Silver Plan is included for all customers at no additional cost. It covers up to $0.60/pound/item in the event of damage or loss. But we also offer customers the option to upgrade by adding an additional Protection Plan.
Most customers prefer to upgrade to the Gold Plan. Details on all plans are below:
Questions? Want a custom valuation plan? Just contact us at (512) 340-0551 (call or text) or email@example.com and speak with a storage specialist today.
Full Terms and Conditions
TERMS OF SERVICE
Heavenly Moving and Storage – Storage Clients
These terms and conditions (the “Terms) are the legally binding terms that apply to all use of this website and all of our storage services and constitute the agreement between you and us regarding our storage services. You and we are bound by these Terms and it is important that you read them carefully in their entirety.
Our storage of your items at our facility and all related services (including administrative support, billing, security, scheduling, etc.) that our employees, contractors, and/or other agents provide to you are referred to herein as “the Services.” We make these Services available to you only if you accept these terms as well as our other policies, terms, and conditions as set forth in our contract(s) that you sign in connection with receiving the Services and set forth elsewhere herein, and all of these together constitute our agreement relating to you receiving the Services from us (together, “the Agreement”). All of the items that you store with us (collectively, “the Items”). By agreeing to these Terms, you expressly acknowledge that you have read and understand them and accept them in their entirety. If you do not agree to be bound by these Terms, then you may not receive Services from us.
USE OF SERVICES
Storage use must be in accordance with all laws that apply to you, and if you use the storage space in a manner prohibited by laws (for example, governing illegal items) then you are using the storage space in a manner that is unauthorized under this Agreement, and we will not be responsible in any way for your use of the space in a way that is illegal. Users must be persons at least eighteen (18) years of age using the Services for themselves, not someone else. Only the owner of the property may store property with us. By storing items with us, you represent and warrant that you are the legal owner of the property with the right to store the items with us. You further represent and warrant that there are no third-party liens on the property.
The key(s) to the unit(s) provided for your belongings will be secured in our management office. If you need to access your belongings for any reason we are happy to arrange access for you provided that you contact us at least 24 hours in advance at (512) 340-0551 (call or text) or firstname.lastname@example.org. Access is available Monday through Friday from 9 AM to 4 PM. We do not guarantee or have any obligation or right to provide you with access to the property at any other times or without you providing proper advanced notice in accordance with this Agreement.
We take privacy seriously. This includes not knowingly collecting or soliciting any information from children under 13 that may be personally identifiable. If you are under 13 years of age you are not permitted to use our services or send us your personal information, so please do not attempt to do so. If we somehow collect personal information from a child under 13 and learn of this the information will be deleted immediately. If you are a parent, guardian, or another person that believes someone under 13 has provided us with personal information, please contact us immediately at email@example.com to let us know so that we can delete the information.
PACKING YOUR STUFF
One of the best ways to ensure your items stay safe and are undamaged during the moving and storage process is to pack them properly. If you pack yourself, we are not responsible for damage that may occur as boxes are moved or shift while stored (for example, because you left lots of open space in a box and so another box collapses onto it over time). If you have us pack for you, then we share responsibility for making sure your items are safely packed and protected (including using packing supplies and moving blankets). In other words, unless you elect to use our packing services then you are solely responsible for safely and securely packing each Item (or otherwise protecting it with packing supplies and moving blankets) so that it will not be damaged during the move and/or while in storage. By having us pick something up for you that you have packed, you represent and warrant to us that it is packed and/or otherwise protected in such a way as to be sturdy enough to be moved and stored, and you agree that damage caused because of an item being improperly packed is your responsibility, not ours. We reserve the right to refuse to accept any loose item(s) or other items that may be susceptible to damage unless properly packed and/or otherwise protected.
You can move out of storage any time and we will not charge you for any storage fees after the month in which you move out (for example, if you move out March 21, you will not be charged any fees for April or any future months).
We also reserve the right to cancel your account at any time and for any reason, and to request that you remove your items from our storage facility at your expense. If we cancel your account other than for a violation of this Agreement, we will provide you with at least thirty (30) days’ notice so you can make arrangements for us to move your items out or for you to arrange to move them yourself.
VIOLATIONS OF STORAGE RULES
The rules and policies in these Terms and above in our policies/FAQ about prohibited items and (and other rules) are part of our Agreement. We reserve the right to refuse, in our sole discretion, to store any item(s) whether or not they are prohibited under our rules. If you violate any of these rules or any other provisions of this Agreement then you agree, to the fullest extent permitted by law, to indemnify, defend, and hold us harmless (including employees and other agents) from any and all loss, damage, claims, or liabilities arising from your violation of this Agreement or anything you store with us. Separate and apart from the rights we have under lien laws or other rights, if you place prohibited items in our storage that we determine may put us or our customers or employees at risk or pose risks to the health or safety of any king, we may quarantine or dispose of those items without any compensation to you.
MODIFICATIONS AND CHANGES
We reserve the right to modify, change, or adjust our rules, policies, and these Terms at any time upon (thirty) 30 days’ notice to you. If we do make any such changes or modifications, they will become effective thirty (30) days following the notice. Such notice will be by email, regular mail, or text message based on the contact information you have provided to us.
The above Terms together with any other contracts executed by you with us (including estimates you accept, notices we provide to you, etc.) constitute the entire Agreement between you and us with respect to the subject matter hereof and supersede any and all prior written or oral representations, understandings, or agreements made with respect thereto. Other than these Terms, this Agreement, and the terms of contracts you sign with us, and the other policies set forth on this website, there are no warranties, agreements, or representations by or between the parties.
WAIVER OF CERTAIN LIABILITIES
Under no circumstances shall Heavenly Moving and Storage or any of its employees, agents, contractors, suppliers, officers, or directors be liable to you under any legal theory (including tort, contract, strict liability, or negligence) for (i) any amount in excess of the amount specified under your elected protection plan (ii) any lost profits or special, punitive, or consequential damages, even if any such alleged damages were foreseeable; or (iii) bugs or contaminants or pests of any kind.
TEMPERATURE & CLIMATE CONTROL
We take commercially reasonable steps to make sure our facility stays at a safe temperature. We do not guarantee that airflow, moisture levels, or other climate control measures will be in effect. We also will take commercially reasonable steps to protect your items from the growth of mold (or similar organisms). However, we cannot and do not guarantee that mold or other similar organisms will not develop in the storage facility and/or on items that you’ve stored with us. Accordingly, we are not liable for the natural occurrence or growth of any such organisms and you assume all risk that such growth or development occurs while your items are stored with us.
We do not provide access to items or allow the release of any items stored with us to anyone other than you without your express permission or without a court order or other legal order requiring us to do so.
Payments are accepted by valid credit or debit card, and this is the only payment method we accept for storage charges. Prep-paid cards, checks, and cash are not acceptable forms of payment. We save card information in a secure system for recurring use and will automatically charge whichever card you have on file as charges come due. If you want us to use a different card, if your card expires, or if you would like to update your payment information, you may do so at any time by contacting us and providing us with the new information. We are not responsible for any penalties or fees that you may be charged by your financial institution relating to your payments by credit card (such as overdraft fees). If we attempt to charge your card on file and cannot do so then we will notify you that updated payment information is required and try again until we successfully obtain payment.
You must make all required payments to us as they are due, and if you fail to do so you are in default under this Agreement. In such a case, we will take commercially reasonable steps to inform you of the default and collect payment for what is owed. We also reserve the right to deny access to your belongings in the event that you have not paid the charges that are due. If collection is required, we will assess a late fee of $25 plus $5 per day after the 5th of the month. If your monthly storage bill is not paid within 30 days, then we reserve the right to use any legal means to collect the unpaid balance, up to and including the seizure and sale of property stored in our facility, and all expenses and fines associated with our collection efforts will be charged to you.
OUR LIEN AND DEFAULTS
HEAVENLY MOVING AND STORAGE HAS A LIEN UPON ALL PERSONAL PROPERTY STORED BY YOU FOR OUTSTANDING RENT, LABOR, OR OTHER CHARGES, PRESENT OR FUTURE, IN RELATION TO THE PERSONAL PROPERTY, AND FOR EXPENSES NECESSARY FOR ITS PRESERVATION, OR EXPENSES REASONABLY INCURRED IN ITS SALE OR OTHER DISPOSITION AS PERMITTED BY APPLICABLE LAW. HEAVENLY MOVING AND STORAGE MAY, AT ITS SOLE DISCRETION, ENFORCE THIS LIEN BY SELLING YOUR PERSONAL PROPERTY STORED BY YOU AT A LIEN SALE THAT MEETS THE REQUIREMENTS OF APPLICABLE LAW AND FOLLOWING PROPER NOTICE GIVEN TO YOU.
WARRANTIES AND WAIVER OF SUBROGATION
If either you or we carry insurance then it is for the sole benefit of the party that is carrying the insurance. Both you and we waive any right to make a claim against the other party for loss or damages in the event of a loss or casualty that is covered by your or our own insurance. You understand and agree that any insurer/carrier from whom you obtain an insurance policy shall not be subrogated to any claim of you against us.