Moving damage or a missing item? Start here.
We know a problem after a move is stressful. Tell us what happened in writing, keep the item and packaging available, and use the existing claim form to reach the claims team.
The form is a separate page. This guide helps you prepare; it does not decide coverage or replace your agreement.
For services covered by Razorback’s printed 90-day claim term, submit a written damage claim within 90 days of your move date. Please report damage as soon as you discover it. For interstate household-goods moves, federal rules allow nine months after delivery (or the scheduled delivery date if the shipment was not delivered) to file a written loss-or-damage claim; the 90-day contract term does not shorten that period.
From discovery to a complete claim.
Do not wait for a repair estimate to report the problem. Start with accurate item details and the documents you already have; the claims team can advise if more is needed.
Document it
Describe each item and take clear photos of damage, packaging, and inventory labels. Note when you discovered the problem.
Preserve it
Keep damaged items and cartons. Do not discard, repair, or move them unnecessarily before asking about inspection.
File in writing
Use the claim form and provide item-level details. Save a copy or confirmation of what you submit.
Follow up
Keep your claim number, correspondence, estimates, and any requests from the claims team together.
Gather the facts you can verify.
The claim form asks for information about each affected article. A complete, specific description helps the team identify the shipment and understand the loss or damage.
If you do not have every receipt or estimate yet, submit the available details and ask what supporting information is still needed. Do not guess an item value or condition.
Open the claim form →One claim process, different service agreements.
Responsibility and valuation can vary with the service performed. Your signed paperwork and applicable law govern; this overview does not expand or reduce those rights.
Interstate transport
Check the valuation option selected on the bill of lading, the shipment inventory, and federal claim rules. Understand Full Value Protection.
Local or intrastate move
State rules and the written agreement may apply. Ask support which filing deadline, valuation terms, and claims instructions govern your move.
Labor-only or customer truck
If Razorback loaded or unloaded a vehicle it did not transport, ask how the service agreement addresses handling, transit, and another party's work. Do not assume transport terms apply.
Make a record before details are lost.
Walk the shipment and compare it with the inventory where practical. Point out visible damage or missing pieces to the crew, note it on the delivery documents if possible, and take photographs. Check the condition of cartons before disposing of them.
Noting damage on a delivery receipt can help document what happened, but it is not necessarily a substitute for filing a written claim. Submit the claim through the proper channel by the applicable deadline.
For interstate household-goods moves, federal rules require a written claim, which may be submitted even without the mover's specific form.
Questions people ask after a move.
Where do I file a Razorback Moving claim?
Use the claim-form page to send the written item details to the claims team. Keep a copy of your submission.
Should I wait for a repair estimate?
No. The existing claim instructions say a repair estimate is not needed to start. Submit accurate available details and ask whether an estimate is later required.
What if an item is missing rather than damaged?
List the missing item, inventory number if available, description, and when it was last seen. Compare the pickup and delivery inventory sheets.
What photos should I take?
Photograph the full item, close-ups of damage, its carton or padding, and any inventory label. Keep original files when possible.
Can I throw away damaged cartons?
Keep the cartons and damaged items until the claims team advises you, because inspection may be needed.
Does a note on the delivery receipt file my claim?
It helps document the issue but may not be the written claim itself. Submit the claim details separately by the applicable deadline.
How long do I have for an interstate claim?
FMCSA says to file a written loss-or-damage claim with the mover within nine months of delivery for an interstate household-goods move. The rule also addresses shipments not delivered. Confirm your move's classification and paperwork.
What is the deadline in Razorback’s printed contract?
Our printed contract calls for a written damage claim within 90 days of the move date for services governed by that term. File promptly and refer to your signed paperwork. Applicable law may provide a longer period; interstate household-goods claims have a nine-month federal filing period.
What does valuation have to do with a claim?
The liability option selected for an interstate move can affect the available remedy or limit. Review the bill of lading and valuation options.
What if someone else unloaded my rental truck?
Tell the claims team who loaded, transported, and unloaded it, and provide the service agreement. Responsibility may depend on which stage of handling is involved.
Will a submitted claim be approved automatically?
No. Submission begins a review. The claims team may request documents or inspection, then evaluate the claim under the applicable agreement and law.
What if I disagree with the decision?
Ask for the reason in writing and the dispute-settlement information applicable to your move. FMCSA describes a dispute program for interstate household-goods loss and damage claims.
Review the original claims notice.
The prior page contains detailed language about labor-only loading and unloading, customer-provided trucks, packing, storage, and certain items. It remains below for reference. Those statements may not apply to every service; your signed agreement and applicable law govern.
Printed-contract deadline: Razorback’s printed contract calls for claims within 90 days of the move date for services governed by that term. The original notice below uses that same period. It does not shorten the federal nine-month written-claim period for interstate household-goods moves.
Read the claims notice
All damage claims must be filed within 90 days of your move date. With the purchase of our Professional Moving Service, Razorback Moving and its vendors are liable for damage during the load and/or unload ONLY. Damage which occurs in your truck during transit is not covered for any reason under any valuation. Your furniture is only covered under our insurance while it is in our possession. Once your moving truck or container has been loaded and/or unloaded, our coverage stops. Furniture is never covered while in transit because we are not driving or transporting your belongings. Additionally, if we load your truck or container, and a different company/individual unloads it, we are not responsible for any damage that may occur. Any furniture or item that fails structurally will not be covered or replaced. Lastly, if you begin loading or unloading your truck before we arrive to begin service, your items are no longer covered. The same is true if you elect to load and/or unload your possessions during your moving services.
We will fix or replace your item(s) limited to a maximum of $.60 cents per pound per item as determined by the US DOT standard weights and measures. Loss or damage claims are settled based on the pound weight of the article multiplied by 60 cents. For example, if a 10-pound stereo component, valued at $1,000 were lost or destroyed, the mover would be liable for no more than $6.00. Items which are part of a pair or set will be valued as individual items. Shipper understands that the loader/unloader is not responsible for boxes, containers, bags, cartons, or bins which were not packed by Razorback Moving. The company shall not be responsible for uncrated mirrors, sheet glass, marble, or for the failure of the customer to pack lamps, lampshades, and any fragile articles such as ornaments, paintings, china glassware, pictures, etc. and does not warrant the mechanical condition of appliances, or electronics, as there is no way for the loader/unloader to know the operational ability of each item prior to the move.
We are often asked to perform tasks that border on the impossible. Razorback Moving will not be responsible for damage caused by non-routine moving including but not limited to, standing pieces on end, sharp turns, difficult stairways, snags and sharp edges in work areas and doorways, handing over balconies, railings, etc., tight squeezes, and damage caused by weather. Razorback Moving will connect washer, dryers and refrigerator’s, however we are not responsible for the connections. You or your representative must check or accept any plumbing connections. Any assistance we give is as a courtesy only. Water and drain connections are the responsibility of the customer. Razorback Moving are not licensed plumbers. Razorback Moving will move front end washing machines and dryers’s without the locking mechanism’s, but will not warranty their workability. These machines easily can come off there internal track and are not made to be moved without the locking mechanisms that are sold with the unit.
We will move items into any storage unit of your choice, however items will be stacked in the storage unit and we have no control over people coming into or out your unit after that time. For this reason, our insurance coverage stops as soon as we unload the contents into storage. Days, weeks or months later, if damage is claimed or if items claimed lost or misplaced, there will be no coverage. Self Storage moves are 100% at the customers own risk. Please purchase or rent pads and we will be happy to pad your furniture to keep it safe in storage. Keep in mind when we unload, we take our pads with us.
Pressed Board, particle or compressed wood is excluded from our coverage due to the nature of the material. The valuation protection excludes claims in respect to: wear, tear, or gradual deterioration; moth or vermin infestation; rust; mildew; and/or any process of cleaning or repair. Razorback Moving shall not be responsible for glass in any form or damage resulting from glass breakage. This applies to porcelain and ceramic items, also. All glass should be packed or crated. Always check with your home or renters insurance for coverage terms. Shipper understands that the loader/unloader is not responsible to any damage to pool/billiard tables, pianos or grandfather clocks unless properly prepared by shipper. Be advised that stock, bonds, fur, jewelry, paper money, coins and collectibles of any kind will not be covered for any reason. Please do not pack items of this nature or leave the premises unsupervised during your load/unload. If any damage to the property occurs please point it out to the lead mover immediately.
Failure to notify the loaders/unloaders of any property damage prior to their departure will forfeit any claim of damage to the property against RAZORBACK MOVING.
*Our web site terms and conditions may change from time to time by our company without providing notification.
Start your claim in writing.
Tell the claims team which move and items are involved. For a filing deadline question, contact support promptly.