FAQs

To plan your move for a smooth transition, consider the following factors:

With Trust Movers and Freight you can move year-round, every season is a good time. Our team expertly navigates all weather conditions using their expertise and resources.

Weekdays are best: Moving on weekdays (Monday to Thursday) can be more convenient than weekends, when traffic and congestion are more likely.

 Avoid holidays and special events: Moving during holidays, festivals, or special events can be challenging due to increased traffic, road closures, and limited services.

Check the weather: In areas prone to extreme weather conditions, plan your move during a period with mild and stable weather.

School and work schedules: If you have children, consider moving during school holidays to minimize disruption. Similarly, plan your move around your work schedule to ensure a smooth transition.

Allow time for preparation: Give yourself ample time to pack, notify utilities and services, and complete any necessary tasks before the move.

By considering these factors, you can plan your move for a smooth and stress-free transition.

For your convenience, our customer service team is available to take phone orders during the business hours: Monday to Friday: (8:00 am – 6:00 pm) Saturday and Sunday: (8:00 am – 4:30 pm)

We strive to provide swift and efficient delivery services. You can expect metro area deliveries in 1-2 business days and rural areas deliveries within 4-5 business days.

Customer can place online order

For a hassle-free experience, you can fill your details online through our user-friendly system. Simply input your details and any Special instructions (if any). Our team will promptly process and deliver your order.

Customer Support: If you have any questions or need assistance, our dedicated customer service team is here to help. Feel free to contact us anytime for orders, queries, or delivery details. We are committed to providing exceptional service and ensuring a smooth experience with us.

We understand that changes can happen, and we are happy to accommodate cancellations. To avoid any delays and additional charges, please contact us before your order ships.

Please note:

• A cancellation fee applies if you cancel less than 5 working days before the confirmed date. Please refer our terms and conditions. (Please add a link https://trustmovers.co.nz/terms-and-conditions/)
• Cancellations after dispatch may incur freight charges; you may be responsible for freight charges associated with the delivery if the order has already shipped.

Our customer service team is here to assist with cancellations or modifications for a hassle-free experience.

Determining the right truck size for your move depends on several factors, including:

• The size and complexity of your move
• Accessibility at both your current and new addresses

While a larger truck might seem necessary for bigger homes, we must consider potential obstacles, such as:

• Narrow driveways
• Low-hanging power lines/Trees
• Uphill/Steep Hill
• Difficult access points

In some cases, using a smaller truck for multiple trips might be more efficient, especially for nearby moves. For challenging access situations, we may employ a smaller “shuttle” truck to transport items between the property and our larger truck.

We will work closely with you to understand your unique needs and develop a personalized moving plan.

Please note that our standard quote validity period is 30 days from issuance, and work commencement is expected within 90 days of acceptance. Nevertheless, we are willing to review and accommodate unusual circumstances on a case-by-case basis.

Please note that these items are not insured during transit, so we advise you to take responsibility for transporting them to your destination.

Contact your Trust Movers consultant to review and adjust your quote as needed. There may be extra costs in certain situations

Once your payment is processed, you will get a confirmation email at the time of dispatch with your GST invoice attached.
If you require further information, please contact our customer service team during business hours. We will be happy to assist you.

Our experienced move consultants are here to help. To get an accurate quote tailored to your needs, you can follow any of the option:

Call us on 0800 12 4399

Fill out our quick quote or online quote form

Email us at info@trustmovers.co.nz

Schedule a video survey or in-person consultation with one of our Moving Consultants.

If you have few items or small shipments, we can provide an instant instantly based on the information provided by you, however for big or more complex moves, we will schedule a consultation with one of our Consultants, either in-person or via video call. Our team will guide you through the process, handle paperwork, and provide ongoing updates and support until your move is complete.

At Trust Movers, we offer flexible payment options for your convenience

• Afterpay (MOVE NOW PAY LATER)
• Bank Transfer
• Cash
• EFTPOS
• Credit Card Payments:(Please note that a convenience fee applies Visa and MasterCard: 3.0%

American Express: TBC

We strive to provide you with a comprehensive and accurate quote that includes all costs associated with your move. Our quote will clearly outline what is included and excluded.

An inventory list of items, we will be moving however, in rare cases, unforeseen events beyond

our control may incur additional charges. For Example

• Delays in a settlement of your property
• Excess amount of goods not declared
• Extra heavy item not declared
• Difficult access due to narrow roads or other obstacles

These unexpected events cannot be anticipated during the initial quote, and we will work with you to find a solution if they arise.

At Trust Movers we have a reliable and dedicated team. All team members are very experienced. Our staff is professionally dressed, friendly, and solution-focused. We always hire full-time permanent members. All are getting a handsome package. We do not use subcontractors; we directly employ our staff and own our trucks, ensuring availability across all locations.

We offer ongoing, year-round training for our staff with industry experts. Rigorous staff selection, thorough training, and ongoing evaluations ensure a seamless relocation experience.

Our crew’s excellent training, care, and dedication minimize damages. Theft is not a concern with Trust Movers.

We handle each move with care, but unexpected incidents can occur. To mitigate risk, we provide insurance options, including Comprehensive Insurance, to safeguard your belongings, whether it is any dent or scratches, insurance covers everything.
Limited Collision or Limited Carriage Insurance. This coverage protects against total loss if your vehicle is involved in an accident, including rollover, but excludes damage from other causes like fire or theft.

WE recommend unpack your items and inspect them carefully, If there is any damage please inform us within one week.

We recognize that every move is unique, and we’re committed to providing tailored solutions to meet your specific needs. Our professionally packed service is designed to provide a seamless moving experience. This includes:

• We use state-of-the-art packing materials and techniques to carefully pack and protect all your household belongings.
• A detailed inventory is prepared to facilitate customs clearance, insurance claims, and seamless delivery of your goods.
• After packing and inventory preparation, we will uplift your goods, load them securely, transport them safely, and deliver them to your new home on time.

For safety and regulatory reasons, we cannot transport the goods such as Dangerous goods, Flammable liquids and gases, Firearms, explosives, and ammunition, Batteries and poisonous substances, Gas bottles (unless professionally purged), Jewellery and stamp collections and Money (Cash)

Our storage solutions are designed to accommodate your unique needs. You can store your household goods for any length of time, and we will bill you on a weekly basis. For easy tracking You can get a monthly statement.

Please be aware that we have restrictions on storing certain items, including flammable materials, gas bottles, plants, opened food items (such as oils and sauces), and other hazardous goods.

Gas cylinders and flammable liquids cannot be stored or transported by Trust Movers. Transportation of gas cylinders requires prior draining. Please make arrangements for their safe disposal through a licensed hazardous waste disposal service or local authorities.

For shorter moves, we can move your freezer, but please ensure it is not overly heavy. You can pack items in boxes, leave them in the freezer, and we will transport the freezer empty, then reload the boxes.
For longer moves, please make arrangements for frozen food as our trucks lack power outlets. Note that we are not responsible for spoilage of fresh or frozen food.

For chests of drawers, you can leave only light weight soft items like clothing and bedding inside if the unit is stable. However, remove any heavy, fragile, or bulky items. Ideally we recommend to remove all the content from the drawer.
Due to their design, many modern kit set and home assembled furniture pieces require special care during moves. To ensure a safe and successful relocation, please completely empty these items before our team arrives to move them.

We offer flexible services, allowing you to choose the level of assistance you need. Our experienced and trained crew comes equipped with standard tools for typical furniture items. If you have some specialized or complex items, please discuss with your Trust Movers consultant to ensure proper preparation and planning.
We also have handymen available for particularly challenging and difficult items, although this may incur an additional fee.

We will happily disconnect your washing machine, but we cannot assume liability for leaks or flooding when it is reconnected. Moving the seals and hoses can sometimes expose hidden problems, such as worn connections or dry seals.

For a smooth and efficient move, please discuss parking options with your customer service team during your booking process. Our pricing assumes good access and a short walk. Any unforeseen access issues may incur additional costs.

For local moves, we will transport your plants, but please note that we are not liable for any damage. To ensure their well-being, it is best to keep travel distances short to avoid stress from lack of water, light, temperature fluctuations and other environmental factors beyond our control.

Packing is an additional service we offer to make your move easier. Our trained team can pack your entire home, such as kitchenette, glass cabinet or just the more challenging areas, giving you the flexibility to focus on other aspects of your move.
We provide partial packing services, where we pack specific items or areas, and DIY options, where you pack yourself to suit your needs and budget.

Please notify our crew leader if you have any original packaging materials for your appliances or household items. Our crew leader will evaluate the condition of the materials and we will work together to determine whether to use the original materials or our own high-quality packing supplies.

As specialists in art and antique transportation, Trust Movers provides tailored services for valuable items across New Zealand. We handle each item with care, and for those requiring extra protection. From individual pieces to entire collections, we provide customized care. For particularly sensitive items, we create bespoke wooden crates to ensure their safe transit.

Trust Movers offer unpacking services however it is optional service. Our skilled team can unpack and set up your home, either independently or with your assistance, to get you settled quickly and more efficiently.

Here is a simplified overview of the WINZ moving process:

• Get a quote: Call our customer service, 7 days a week, during working hours to
• speak with our moving consultant and receive a quote by providing details of your moving items.
• Submit quote to WINZ: Send the quote to WINZ for approval.
• WINZ approval: WINZ will review and approve the quote, or request changes.
• Book the move: Once approved, call Trust Movers straight away and book the moving schedule.
• WINZ Payment: WINZ will directly debit the funds to Trust Movers’ bank account
• Move completion: Trust Movers provides a seamless, start-to-finish moving experience with top-notch service.

Here’s how Trust Movers can assist with booking a WINZ quote:

• Provide a comprehensive quote that meets WINZ requirements
• Guide you through the WINZ quote submission process
• Help you understand what costs are covered by WINZ
• Assist with any additional documentation required by WINZ

Just contact Trust Movers, and we will take care of the rest!

Once WINZ approves the payment, they’ll pay directly into our account. We’ll notify you upon receipt and provide a GST receipt.

After WINZ approves payment, you have to notify our team to book your job to ensuring a smooth relocation process.

Notify the following service providers of your address change:

• Financial institutions (banks, insurance)
• Utilities (electricity, gas, phone, internet)
• Subscription services (TV, streaming)
• Government agencies (tax, electoral registrar)
• Healthcare providers (doctor, dentist, specialists)