North American Van Lines will do everything we can to make this move a pleasant experience for you and your family. A successful move revolves around thorough planning and communication. Your North American Agent Service Counselor and the North American Home to Home moving process are here to guide you and to help take the stress of moving off your shoulders.

Delivery
  • As your household goods are being delivered to your new home, you must check off each item on the check off sheet provided by the van operator. If any items are missing or damaged, you need to note the missing or damaged items on the check off sheet or inventory form next to the item. This is known as taking an exception at delivery and is for your protection in the event of damage or a missing item.
  • Signing the item check-off sheet or inventory form is a declaration that all items were received and in the same condition as they were shipped, unless exceptions were taken at delivery.
  • We do not expect you to unpack every carton before signing the inventory. However, you must inspect any cartons for external damage at the time of delivery and note exceptions to such cartons.
  • On cartons where security seals were used, be certain seals are intact at delivery. If not, make sure exceptions are noted at delivery.
  • North American may need to inspect any damaged items to determine if the item should be repaired or replaced. Items must be inspected at the location where they were delivered, this includes to a mini storage unit. If the goods are moved by you or another company prior to our inspection, it is likely that portion of your claim will not be paid.
  • Don’t throw away damaged items, cartons, or other packing materials prior to our inspection – we may need to view them as part of the settlement process.
  • It is in your best interest to file any damage or missing claim quickly, while circumstances are still fresh in everyone’s mind. And, in the event of a missing item, our ability to locate it is greatly enhanced. You must submit your claim in writing. For a claim form, contact your Home to Home Agent Service Counselor or call North American Customer Service at 1.800.348.2111.
Personal Computers
  • Be sure to back up your PC hard drive, and carry the backup discs and other software with you.
  • Pack software licensing agreements with other important papers and carry these with you.
  • The hard drive of a PC is sensitive to climatic changes and needs adequate time to acclimate to room temperature. If the PC is not allowed to acclimate, there is a possibility that the hard drive will fail, causing problems with your personal computer. Let the PC acclimate in your new home for approximately 12 hours before starting the system.
  • It is best to have your PC packed in its original carton.
  • Ink cartridges must be removed from printers.
Special Items
  • Swing sets, skyforts, storage sheds, and other items of a similar nature must be disassembled for shipment. If you are unable to do this or prefer not to, ask your Home to Home Agent Service Counselor to arrange this extra labor service for disassembly and /or assembly.
  • Certain items require special servicing prior to loading. These services must be performed by a certified technician. The van operator cannot do these things for you. Your Home to Home Agent Service Counselor can help you arrange for services in advance, including:
  • Disconnesting and hooking up of ice maker water lines
  • Disconnesting and hooking up of gas lines to gas stoves, barbecues, dryers, heaters, and fireplace logs
  • Disconnesting and hooking up of electricity or water lines to washers, hot tubs, and other items
  • Disassembly and assembly of slate pool tables
  • Proper draining and folding of waterbed mattresses to prevent damage to baffles
  • Emptying and cleaning toner from copy machines
  • Securing and preparing the working of grandfather clocks
High Value Items
  • Certain high-value items cannot move as part of your household goods shipment and will not be covered by North American’s Possession Protection. Do not pack them to be carried on the moving van, take them with you. Examples include, but are not limited to: appraisals, coin, stamp, baseball collections, currency/money, computer backup discs, deeds, jewelry/watches, legal documents, manuscripts, medications, negotiable instruments, passports, precious stones, receipts, securities, stocks/bonds, software licenses, tax records.
  • Other high-value items such as antiques, painting, objects of art, furs, and large collections may require special preparation prior to shipment. You must specifically identify these items to your van operator prior to loading. In addition, you and your van operator must specifically list and identify high-value items on the inventory at origin. The van operator will specially place these high-value items in the truck for easy confirmation of your receipt at unloading/delivery. To protect yourself in the event of loss or damage, you must support the value of these articles with appraisals, photos, original receipts, etc. Also make sure your Possession Protection is adequate to cover the value of these special items and all other belongings.
High Value Items
  • Certain high-value items cannot move as part of your household goods shipment and will not be covered by North American’s Possession Protection. Do not pack them to be carried on the moving van, take them with you. Examples include, but are not limited to: appraisals, coin, stamp, baseball collections, currency/money, computer backup discs, deeds, jewelry/watches, legal documents, manuscripts, medications, negotiable instruments, passports, precious stones, receipts, securities, stocks/bonds, software licenses, tax records.
  • Other high-value items such as antiques, painting, objects of art, furs, and large collections may require special preparation prior to shipment. You must specifically identify these items to your van operator prior to loading. In addition, you and your van operator must specifically list and identify high-value items on the inventory at origin. The van operator will specially place these high-value items in the truck for easy confirmation of your receipt at unloading/delivery. To protect yourself in the event of loss or damage, you must support the value of these articles with appraisals, photos, original receipts, etc. Also make sure your Possession Protection is adequate to cover the value of these special items and all other belongings.
Loading
  • Certain high-value items cannot move as part of your household goods shipment and will not be covered by North American’s Possession Protection. Do not pack them to be carried on the moving van, take them with you. Examples include, but are not limited to: appraisals, coin, stamp, baseball collections, currency/money, computer backup discs, deeds, jewelry/watches, legal documents, manuscripts, medications, negotiable instruments, passports, precious stones, receipts, securities, stocks/bonds, software licenses, tax records.
  • Other high-value items such as antiques, painting, objects of art, furs, and large collections may require special preparation prior to shipment. You must specifically identify these items to your van operator prior to loading. In addition, you and your van operator must specifically list and identify high-value items on the inventory at origin. The van operator will specially place these high-value items in the truck for easy confirmation of your receipt at unloading/delivery. To protect yourself in the event of loss or damage, you must support the value of these articles with appraisals, photos, original receipts, etc. Also make sure your Possession Protection is adequate to cover the value of these special items and all other belongings.
Packing
  • Certain high-value items cannot move as part of your household goods shipment and will not be covered by North American’s Possession Protection. Do not pack them to be carried on the moving van, take them with you. Examples include, but are not limited to: appraisals, coin, stamp, baseball collections, currency/money, computer backup discs, deeds, jewelry/watches, legal documents, manuscripts, medications, negotiable instruments, passports, precious stones, receipts, securities, stocks/bonds, software licenses, tax records.
  • Other high-value items such as antiques, painting, objects of art, furs, and large collections may require special preparation prior to shipment. You must specifically identify these items to your van operator prior to loading. In addition, you and your van operator must specifically list and identify high-value items on the inventory at origin. The van operator will specially place these high-value items in the truck for easy confirmation of your receipt at unloading/delivery. To protect yourself in the event of loss or damage, you must support the value of these articles with appraisals, photos, original receipts, etc. Also make sure your Possession Protection is adequate to cover the value of these special items and all other belongings.
Pre-Move
  • Certain high-value items cannot move as part of your household goods shipment and will not be covered by North American’s Possession Protection. Do not pack them to be carried on the moving van, take them with you. Examples include, but are not limited to: appraisals, coin, stamp, baseball collections, currency/money, computer backup discs, deeds, jewelry/watches, legal documents, manuscripts, medications, negotiable instruments, passports, precious stones, receipts, securities, stocks/bonds, software licenses, tax records.
  • Other high-value items such as antiques, painting, objects of art, furs, and large collections may require special preparation prior to shipment. You must specifically identify these items to your van operator prior to loading. In addition, you and your van operator must specifically list and identify high-value items on the inventory at origin. The van operator will specially place these high-value items in the truck for easy confirmation of your receipt at unloading/delivery. To protect yourself in the event of loss or damage, you must support the value of these articles with appraisals, photos, original receipts, etc. Also make sure your Possession Protection is adequate to cover the value of these special items and all other belongings.
Communication
  • Contact the telephone company and all utilities about disconnects well in advance of your move.
  • Arrange to have your telephone service disconnected the day after loading
  • Arrange to begin telephone service at your new location one day prior to your anticipated delivery date.
  • You’ll need to be present on packing, loading and delivery day to complete paperwork and answer any questions from the movers. If you are unable to be there, you must have someone present to act on your behalf. Please let your Home to Home Agent Counselor know who will be present.