Removalist FAQ

Bookings could be made months in advance up to one day prior to the removal date but we prefer you to book your move date 2-3 weeks in advance.

As soon as you realize there may be a problem with your moving date, you need to contact our office for a new pickup/delivery or trip date.

Yes. A separate quotation will be provided if you require a packing, unpacking service.

All furniture is professionally wrapped by our experienced removalists with special thick moving blankets (this service is included in the price), or crated if needed to be stored, shipped or just be given that extra care.

 

We also wrap all mattresses and couches in our specially designed plastic covers, supplied free of charge!

We hold one of the lowest incident claim rates in the industry.
Your items are protected with high-quality packing materials, including:
Corrugated board cartons – This range of boxes was designed for purpose and with a double layer of board to provide extra strength.

Specialised wrapping paper – Acid free paper is used to wrap a variety of items including, silver, bronze, pewter and glassware.

Made to measure boxes – Fort Knox can provide specialised boxes for items such as paintings and televisions. We are also able to custom build wooden crates to ensure your valuables are safe during transit.

Protector pads/blankets – to protect whitegoods and polished or painted furniture from marking and scratching during transit.
While in transit, your items are secured in our trucks to keep them safe from damage caused by shocks, bumps, vibrations and movement.

Most trucks are 40-50 cubic meters, and many trucks have tail-lifts to ensure heavy items are lifted carefully. We also have a range of smaller vehicles for small moves or to accommodate locations with difficult access.

No. We not transport pets. Ideally, pets and plants travel best in your own car.

YES. We strongly suggest that you be present to identify which goods are staying and which are going, items requiring special handling, and to answer any questions. Most importantly, you must be present at pick-up and delivery to assist in the Inventory Process.

Our team arrive uniformed – and led by a foreman. It is advisable that you escort the foreman around your property so that he can plan the operation. Make sure you point out any items that need special care or are fragile and need to be packed in cartons. If you would prefer certain rooms to be packed first, it is advisable that you let the foreman know so he can advise his crew accordingly. Any items that are to remain on your property should be identified and placed in another room. Once all your items have been packed, wrapped and loaded, it’s best to inspect your property to ensure that everything has been removed. At the beginning of the move you will be requested to sign the removal contract sheet as confirmation that you understand and agree to the terms of removal and that it is to your satisfaction.

Fort Knox will provide you with two insurance policies; cargo insurance for all your goods while loading/unloading and when in transit, and liability insurance for both pick up and drop off. We recommend taking out Australian Removal Insurance should you require further peace of mind.

During delivery if you think that one or more of the items that we have moved has been damaged; note it on the removal Sheet BEFORE you sign it. This step will not be replaced by any other written or verbal step in the communication process. Pay your full moving cost. Upon receipt of your completed claim form, a customer representative will call within 48 hours (business days) to confirm its acknowledgement and discuss the issue.

Note: Any residential/property claims must be submitted in writing. DO NOT dispose of any damaged item before one of our representatives performs a visual inspection. DO NOT replace or begin repair on any damaged item unless a AAA representative or the hauling agent authorizes you to do so.

It is it is up to you to ensure that there is suitable access and parking for our vehicle at both pickup and delivery addresses to avoid any delays on the day of the move. It is advisable to contact your local council office to arrange permits if required. Remember to also forewarn your neighbors to ensure they are not inconvenienced. If you are unsure about your accessibility it’s best to let your move consultant know so we can arrange an alternative access point.