Support

Support

Welcome to Totable Support

We're here for you.
 

FAQ's

What is Totable?

Totable connects you with moving & delivery services in a few simple clicks.

What moving services are provided by Totable?

Totable provides the following moving services:

  • ​Residential

  • Business

  • Delivery

To learn more about our services, please visit our services page

What are Totable's hours?

Totable movers operate from 8:30am to 5:30pm seven days per week. Totable's office hours are Monday through Friday 9am to 5pm. To speak with a customer service representative about a move in process, please contact us.

Does Totable have arrival windows?

Appointments scheduled between 8am-12pm are guaranteed. There is a 3 hour arrival window for appointments scheduled between 12pm-6pm. This window is due to weather or other job delays which may occur.  

 

Your movers will call 30 minutes prior to arrival to be sure you're prepared!

Where are Totable's services available?

Totable services are currently available in Raleigh, NC and surrounding cities. Totable also provides nationwide moving Services for non-local moves departing or arriving in and around Raleigh, NC

 

We are working to expand our services to cities where we can further our goal of improving the quality of life in cities big and small. Stay tuned via social media to keep up with our progress!

How do I pay for my move?

All payments are cashless to ensure safety, using a debit or credit card. The cost of services is calculated to the minute, so there is no rounding up, and you're always in control with pay as you go pricing. All payments will be finalized at arrival to the destination location. 

 

*Please do not pay your movers via cash, check, money order, or electronic transfers for Services. These are not acceptable forms of payment. Tips are optional but appreciated and may be paid at checkout via debit or credit card or via cash. 

Is Totable licensed, certified and insured?

Absolutely! Totable is licensed, certified and insured with operating authority to transport household goods across state lines. You can download copies of our certification and insurance here:

Certificate of Exemption 

Insurance Certificate

What if I don't see my job type listed?

Don't worry even for a second. We are a full service mover and can assist with almost anything.

If you don't see the required service listing in the online booking tool, then we'll need some additional information to provide an estimate due to the size and scope of your project.

 

Please request an estimate here if you were unable to book online

Is Totable available on iPhone or Android?

Totable is currently in beta testing for our new iPhone & Andoid apps. However, you can still book online! To be the first to get updates, join our mailing list. 

Does Totable have insurance and offer protection?

Totable carries a multi-million dollar general liability, cargo, and auto liability policy.

 

As an added layer of protection,Totable offers two packages to cover your goods, which exceed regulatory requirements and industry standards for optimal protection. 

Basic Value Protection: 

  • Cost: Free

  • Protection: Mover’s maximum liability will be $0.60 per pound based upon the weight of any lost or damaged items, regardless of its actual value.  

  • For Example: Damage to your refrigerator weighing 400 pounds would result in a maximum claim settlement of $240.  If the total weight of move is 8,000 pounds, then the total value of your entire shipment is established to be $4,800. 

 

Full Value Protection:

  • Cost: $.75 Per $100 Of Value 

  • Protection: With full value protection, Totable will either repair, replace, or reimburse you for the replacement cost, as determined by the current market value. The value of the move will be 4 times the weight of the shipment, unless you choose a different dollar amount. 

  • For Example: If the total weight of your shipment is 8,000 pounds, then the total value of your entire shipment is established to be $32,000 and the charge for that level of protection would be $240.

 

To obtain a copy of our coverage, please download here.

Are my items safe?

We take the safety of your belongings very serious, which is why Totable is licensed, certified, and insured to provide the highest level of protection for your goods. All moves are covered by the Totable Guarantee. Additionally, Totable movers are trained and reviewed to ensure quality service. If you're concerned about the safety of an item, it's best to let your movers know before hand to allow for added protection. 

What size moving crew do I need?

Choosing the correct moving crew size is an important piece to maximize efficiency and safety. Totable uses the following maximums per crew size to provide the best balance of efficiency and safety:

2 Movers - Up to 15 furniture pieces + 30 boxes

3 Movers - Up to 20 furniture pieces + 40 boxes

4 Movers - Up to 30 furniture pieces + 60 boxes

If you're still unsure, please contact us and we'll be happy to help!

What items are considered to be furniture pieces?

Item's considered to be furniture pieces are listed below. Please note, each article in a set is counted individually as a furniture piece:

  • Couches

  • Mattresses

  • Television stands

  • Cabinets

  • Dressers

  • Bicycles

  • Swing sets

  • Living room sets

  • Dining room sets

  • Bedroom sets

  • Patio furniture

  • Bookshelves

  • Desks

  • Rugs

  • Antiques

  • Clocks

  • Sofa chairs

  • Loose items

Are there goods Totable cannot move?

As a certified mover, Totable currently doesn't provide moving services for certain items due to safety rules & regulations. Here's a list of frequently requested items which Totable is not able to move at this time:

These items can include, but aren’t limited to:

  • Potentially dangerous items
  • Gasoline, Oil, & Antifreeze
  • Aerosols or Gases
  • Lighter fluid
  • Paints
  • Chemicals
  • Oxygen bottles
  • Lighter fluid
  • Matches
  • Propane cylinders
  • Nail polish remover
  • Paints and paint thinners
  • Fireworks
  • Open alcohol containers
  • Open containers of liquid
  • Ammunition
  • Perishable foods
  • Pianos

Food

In general, movers will move most food for you. However, you should consider whether it’s a good idea. We recommend you throw out any food in glass jars and anything perishable, instead of trying to transport them to your new home, as they can crack, leak or mold before arrival. On the other hand, non-perishables like boxed or canned items, dried fruits, spices, or oils usually transport well.

 

Valuables and documents

We understand that valuable are irreplaceable. For that reason, it's always best to consider keeping any valuables with you at all times. That’s because even if we can reimburse you for the items, they’re typically things that can’t truly be replaced for sentimental reasons. Valuables can include, but aren’t limited to:

  • Family photos
  • Jewelry
  • Heirlooms
  • Collections (coins, stamps, etc.)
  • Cash
  • High value items (baby grand pianos, instruments, rare collections, etc.)
  • Important documents (deeds, wills, bonds, stocks, etc.)

Please visit our Terms & Conditions or contact us should you have any questions.

Can Totable move very heavy items?

Absolutely, Totable can move almost anything. However, Totable must be advised at booking of any items of excessive size or weight. (ex. greater than 250 pounds) This is to ensure both the safety of your property and our valued Movers.

What is a truck & travel fee?

Some moves are subject to a transparent truck and travel fee. This fee is provided upfront and covers the cost to get your truck and movers to/from service locations. The truck & travel fee is calculated based on the cost of driving from our office in Raleigh, NC to the service location/s and from the final location back to our location. 

What if my items are damaged?

We take the safety of your belongings very serious. We also understand that accidents do happen. We are committed to working with you & your movers to resolve the issue. All claims for loss, damage or overcharge must be submitted here. We will contact you within 48 hours of receipt of your submission to resolve your claim.

How do I request a move?

Book your move in minutes online. Get your estimate upfront, select a date/time, and provide your booking info. Bookings typically take just a few minutes!

Get started here.

What if I need to cancel my move?

You can cancel your reservation for free provided you cancel at least two business days prior to your move. This means if your move is on a Wednesday, you must cancel by the close of business (5:30 p.m. ET) on Monday. For reservations canceled on the day of your move or the day before your move, you will forfeit the deposit or be charged the applicable one-hour rate for service if a deposit wasn't provided. The fee is given to your movers for the lost opportunity to work.

What if I need to reschedule my move?

You may reschedule your move at any time. Reservations rescheduled fewer than two days before your move date will incur a flat fee of $50. If you need to reschedule on the day of or day before your move, we’ll do everything we can to make it happen but can't guarantee we’ll have the resources available. In the event that your move cannot be performed, you will be charged the cancellation fee. 

See the next article for directions on how to re-schedule your move online in minutes.

How do I re-schedule or cancel my appointment?

All moves can be re-scheduled or canceled online with more than 2 days notice. Make changes to your move online following these steps:

If you have a Totable account, follow these steps:

  • Click "Log In" from top right corner of any page

  • Enter your email address

  • Enter your password

  • Click "Log In"

  • Once logged in, select "My Bookings" in your account

  • Select the Tote you wish to change & select your option

If you don't have a Totable account, follow these steps:

  • Click "Log In" from top right corner of any page

  • Enter a valid email address

  • Create a password

  • Click "Sign Up"

  • Verify your email address via your email

  • Once logged in, select "My Bookings" in your account

  • Select the Tote you wish to change & follow the prompts

To make changes to a move within 48 hours of the appointment time, please contact us with the following information:

  • Full Name

  • Email Address

  • Existing Appointment Date & Time

  • Desired Appointment Date & Time

We will do our best to accommodate your change request, however changes within 48 hours of your appointment time are not guaranteed. 

Can I ride in the vehicle taking my item/s to the destination?

We do not authorize ride-sharing at the current time. In the future, you will be able to track the status of your items from the origin to the destination in app. We are always looking for ways to improve, so please feel free to contact us to let us know if you'd like to see ride sharing as an option.

Can customers or other third parties load or unload Totable owned moving trucks?

If customers provide either their own vehicle or another third party truck rental, there are no restrictions to their access. Totable owned vehicles are subject to insurance restrictions, which limit access to company owned vehicles to only certified movers and employees of Totable Inc. Due to these restrictions, customers and other third parties cannot be permitted access to Totable owned moving trucks at any time. 

My building requires moving companies to provide a Certificate of Insurance. Can Totable work with them to provide?

Absolutely! Please download a copy of our insurance certificate here.

Feel free to contact us should you need anything else!

What if my items need to be returned to the place of origination or moved again to a different location?

Totable does not allow a change of drop off address after reaching the original drop off location. If an item needs to be returned or moved again to a different location after arriving at the original destination, your movers will attempt to assist on an exception basis, subject to availability. Movers track the time from pickup to final drop-off, so fees will be calculated based on the time taken. This ensures that our movers get paid for their efforts.

If you're movers are unable to assist, please feel free schedule a move for additional assistance. 

Can movers assist with moving refrigerators, washers, dryers, and other large appliances?

Absolutely! We always recommend following the manufacturer's instructions for transporting appliances. At a minimum, washers and dryers should be disconnecting at least 24-48 hours prior to being moved to allow for drainage. Your movers keep standard equipment to disassemble and re-assemble beds. Any non-standard equipment must be supplied by the customer.

Most refrigerators or other items over 300 pounds require 3-4 man crews to ensure safety. 

 

Pro Tip: If your appliance is non-standard, we highly recommend consulting your owners manual for instructions to ensure safety. 

What if my items don't fit through the door at the destination?

If your items don't fit through the doors at the destination, movers can either leave the items or return the item/s to the place of origin for a fee, upon your request. See "What if my items need to be returned to the place of origination or moved again to a different location?" for more information on returns.

Can movers move items within my home or from the curb to another destination?

Yes! Movers can help move items within your home, or pickup indoors or outdoors (at residences, apartments, etc. or at local businesses where access is permitted by the landlord) within our coverage area.

Can I tip my movers?

Absolutely! Tips are optional, but appreciated. You will have the option to tip your movers at the completion of your move. The tip will be charged (along with all fees for your move) in a lump sum to your credit card. 

*While you may tip in cash, please do not pay your movers via cash, check, money order, or electronic transfers for Services.

Will Totable movers bring items inside?

Totable movers will deliver your items exactly where you choose, stairs or not, as long as they will fit.