Frequently Asked Questions

This FAQ is intended to provide a helpful overview of our moving process. Your personalized quote, signed contract, Bill of Lading, and current Terms & Conditions contain the complete terms governing your move.


Booking and Quotes


How do I schedule a move?

You can:

We will first provide a general pricing expectation. To prepare a more accurate quote, we may request a questionnaire, photos, a walkthrough video, a virtual visit, or an in-home assessment for eligible larger or senior moves.

View our service areas to learn where we operate. Stallion primarily serves Waterloo Region and surrounding communities, but out-of-town moves may also be available.


Is my website starting price my final quote?

No. Website pricing provides a realistic starting point.

Your official estimate is based on:

  • The complete amount being handled
  • Crew and truck requirements
  • Stairs, elevators, long walks, and parking
  • Packing readiness
  • Additional destinations
  • Donation or disposal work
  • Mileage and travel
  • Specialty items
  • Additional services

Your quote will list the included hours, additional-time rate, assumptions, applicable charges, and relevant terms.

See Pricing Your Move and our Terms & Conditions for additional details.


Why do you need photos or a walkthrough?

Photos and walkthroughs help us:

  • Recommend the appropriate crew and truck
  • Estimate a realistic timeframe
  • Identify difficult access
  • Identify large or specialty items
  • Account for donation, disposal, storage, or family deliveries
  • Reduce unexpected changes on moving day

Please show everything Stallion may be asked to move, carry, pack, donate, deliver, store, or dispose of—not only the belongings going to the new residence.


Pricing, Time, and Payment


How is my move billed?

Your quote will identify:

  • Your starting service minimum
  • The crew and truck included
  • The included scheduled hours
  • The rate for additional time
  • Mileage or travel charges, when applicable
  • Additional services or specialty charges
  • HST

The final bill is based on the actual work completed, subject to the package minimum and the terms stated in your signed quote and contract.

The current Terms & Conditions should be updated so their billing increments and package language match the new pricing model before this FAQ is published.


When does the moving clock begin and end?

For local moves, the clock generally begins when the crew arrives and ends when the truck is closed after unloading at the final destination, as stated in your quote.

Out-of-town moves are billed yard-to-yard. Before leaving the final destination, the crew records the estimated return time shown by Google Maps and obtains customer approval so unrelated return delays do not increase the final time.

Your signed quote and contract will confirm the billing method applying to your move.


Are arrival and completion times guaranteed?

No. Arrival windows and estimated completion times are planning estimates.

Factors that may affect timing include:

  • Traffic
  • Weather
  • Construction
  • Earlier jobs
  • Building delays
  • Elevator access
  • Parking
  • Additional inventory
  • Unplanned services
  • Unsafe or difficult access

The Terms describe quoted arrival and completion times as estimates rather than guarantees.


When is payment due?

Any required booking deposit, due date, and cancellation consequences will be stated in your signed quote or contract.

Final payment is due according to the payment terms shown on your invoice and contract. Do not publish a fixed deposit percentage or deadline in the FAQ unless it is the same for every current booking.


What payment methods are accepted?

Stallion may accept:

  • E-transfer
  • Cash
  • Cheque
  • Credit card
  • Other approved methods shown in the quote or invoice

Any convenience fee or payment condition must be disclosed before payment and included in the applicable contract or invoice.

All taxable services are subject to HST.


Can I cancel or reschedule?

Cancellation and rescheduling rights, deadlines, deposit treatment, and any resulting charges are governed by your signed contract and the current Terms & Conditions.

Because these policies may depend on timing and the type of booking, the FAQ should not state different deadlines from the contract.


Preparing for Moving Day


How should I prepare my home?

To keep the move safe and efficient:

  • Keep children and pets away from active work areas.
  • Clear indoor and outdoor moving paths.
  • Salt and clear icy access.
  • Tell us about hills, gravel, long driveways, stairs, and narrow areas.
  • Remove mirrors, small tables, decorations, and other obstacles.
  • Reserve elevators and loading areas.
  • Arrange suitable truck parking.
  • Pack and seal boxes unless packing service was booked.
  • Disassemble furniture unless this service was included.
  • Keep valuables, medication, identification, cash, jewellery, and essential electronics with you.
  • Have an authorized adult available to make decisions.

Review the Moving Checklists, Household Moving information, and Items We Cannot or May Not Move.


Where should the truck park?

The customer is responsible for arranging legal and suitable truck access, including permits where required.

Stallion generally requires approximately 30–40 feet for the truck and loading ramp.

When parking is unavailable:

  • Billable time may continue while suitable access is found.
  • A longer carry may increase the move duration.
  • Applicable parking charges, permits, or tickets may be billed as provided in the contract.

See the parking responsibilities in the Terms & Conditions.


Do I need to reserve the elevator?

Yes. Elevator bookings, building access, loading docks, protection requirements, and move windows are the customer’s responsibility unless otherwise agreed in writing.

Waiting time or restrictions caused by an unavailable elevator may increase the final time.


Do I need to be present?

The customer or an authorized adult representative must generally remain available at the origin and destination to:

  • Give instructions
  • Approve additional work
  • Make decisions
  • Confirm placement
  • Complete final walkthroughs
  • Sign required documents

The current Terms require an authorized representative to be present throughout the move.


Who is responsible for the final walkthrough?

The customer must inspect:

  • The pickup property
  • The destination property
  • The truck interior
  • Delivered furniture and visible item condition

This should occur before the Bill of Lading is signed and the crew leaves. The Terms state that failing to perform these inspections may affect later claims.


Packing and Additional Services

Do you offer packing and unpacking?

Yes. Stallion offers:

  • Packing
  • Unpacking
  • Put-away assistance
  • Assembly and disassembly
  • Furniture rearranging
  • Unboxing and setup

Packing materials are billed separately based on what is used.

Learn more through our Additional Services, Household Moving, and Services pages.


Can I pack my own boxes?

Yes. Customer-packed boxes must:

  • Be securely closed and taped
  • Have no open tops
  • Generally remain below 50 pounds
  • Be labelled with contents and destination room
  • Identify fragile items
  • Show the required upright direction where applicable

Owner-packed contents may have different coverage restrictions. Review the Insurance page and Terms & Conditions.


What items require special preparation?

Examples include:

  • Refrigerators and freezers must be empty.
  • Aquariums must be empty of water and living creatures.
  • Grandfather-clock pendulums, weights, and chimes must be removed.
  • Gas-powered equipment must be drained.
  • Propane tanks must be removed from barbecues.
  • Some pianos and pool tables require special preparation or specialists.

Review Items We Cannot or May Not Move before moving day.


Protection, Valuation, and Claims


How do you protect my belongings?

Depending on the move and item, standard protection may include:

  • Furniture blankets
  • Furniture padding
  • Plastic wrap where appropriate
  • Straps
  • Dollies
  • Secure truck loading
  • Standard doorway or floor protection when required

Any unusual protection requirements should be disclosed during quoting.


What coverage is included?

Stallion’s current website describes basic carrier valuation at $0.60 per pound per damaged article, with additional protection potentially available depending on the move and provider.

Customers should review:

Avoid describing basic valuation as comprehensive insurance. The specific coverage selected and any limits should be confirmed in writing before the move.


Do I need to declare high-value items?

Yes. High-value, antique, heirloom, fragile, or specialty items must be disclosed before the move.

Stallion may require:

  • Special handling
  • Additional preparation
  • An inventory
  • Additional protection
  • Third-party insurance
  • A specialist referral

Failure to disclose high-value items may affect coverage under the Terms.


Can I help carry items or enter the truck?

Customers are not permitted inside the moving truck.

Customer participation in lifting, carrying, loading, or handling may affect liability and coverage according to the signed contract. Allow the assigned crew to perform the physical moving unless management has approved a different arrangement in writing.


How do I file a claim?

For a move completed directly by Stallion:

  1. Inspect the property, truck, and belongings before the crew leaves.
  2. Record visible concerns on the Bill of Lading.
  3. Pay the invoice in accordance with the contract.
  4. Submit written notice to claims@stallionmovers.com within three calendar days.
  5. Include before-and-after photographs and supporting information.

The current Terms state that claims require full payment first, visible damage should be noted before departure, written notice is required within three days, and evidence is required. Full details appear in the Terms & Conditions and on the Insurance page.

Where another service provider performs the work, claims must follow that provider’s contract and claims process.


Donations, Disposal, and Storage


How do you decide what may be donated?

Stallion will make a reasonable effort to direct usable belongings to appropriate donation outlets, but the receiving organization makes the final acceptance decision.

Acceptance may depend on:

  • Condition
  • Cleanliness
  • Safety
  • Current demand
  • Space
  • The organization’s policies

Items released for donation are governed by the donation terms in the signed contract and Terms & Conditions. The current Terms state that ownership transfers once items are relinquished for donation.


Do you offer dump and donation runs?

Yes. Stallion may transport belongings to:

  • Family
  • Storage
  • Donation
  • Recycling
  • Disposal

Additional time, stops, mileage, facility charges, and disposal fees may apply and should be shown in the quote.

Full-house downsizing, estate clearing, sorting, and multi-day projects require a personalized scope and quote.


Do you offer storage?

Storage and storage-related moving support may be available.

Review the Services page and ask the office about availability, billing, protection, and access conditions. Storage services are also governed by the relevant sections of the Terms & Conditions.


Legal and Company Information


Which documents govern my move?

Your service is governed by the documents applicable to your booking, including:

  • Personalized quote or estimate
  • Signed moving contract
  • Current Terms & Conditions
  • Bill of Lading
  • Approved changes or additional-service authorizations
  • Applicable invoices
  • Any selected valuation or insurance documentation

The FAQ and other website pages provide general guidance. Where wording differs, the signed agreement and applicable Terms & Conditions govern, subject to applicable law.


Still Have Questions?

Call 519-502-7832, email move@stallionmovers.com, or visit the Contact page.