Government moves can be very complicated, so let’s break this process down into smaller pieces. When in doubt, give your local personal property office a call. They are a wealth of knowledge and have the most up-to-date information to help you!
Containerization (Crating)
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Damaged and missing items (which lead to claims) are the number one reason for customer dissatisfaction in the Defense Personal Property Program. Transporting your household goods inside crates can help reduce damage associated with handling and prevent loss—especially if your shipment goes into storage-in-transit (SIT). Shipments may go into SIT because a customer does not have an address to enable a direct delivery at the time of booking or because a customer requests SIT to accommodate other plans (such as leave or a planned TDY) that prevents a direct delivery at destination.
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In addition to being planned for SIT, shipments are suitable candidates for crating when the shipment:
• is estimated at 10,000 lbs or less in Peak Season (15 May – 30 Sep) or 3,000 lbs or less in Non-Peak Season (1 Oct – 14 May);
• is moving farther than 800 miles;
• and does not contain extra-large items which will not fit in a standard lift-van
Crating is an option that can be discussed and requested during a counseling session. Please note that if you request to crate your domestic shipment, you may be responsible for excess costs if the cost to move your personal property is greater than a loose load, uncrated shipment. Please note that if you request to have your domestic shipment crated and the cost to do so exceeds the cost of moving your shipment as an uncrated, loose load, you may be responsible for paying the difference. Your local transportation office can advise you on potential costs.
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No. Current lumber shortages are limiting the use of crates for domestic shipments (which is an optional service), and moving companies are preserving these assets for international shipments (which require the use of crates).
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These are seals the moving company will place on all international, unaccompanied baggage, and crated (Code 2) HHG containers. The seals can provide reasonable evidence that a container has been opened or tampered with during transportation.
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You will not sign each seal but will sign the inventory. The seal number for each seal will be annotated by the moving company on the inventory and cross-referencing the container number. It is your responsibility to verify the seal information is correct prior to signing the inventory.
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Yes, if your shipment was booked as a containerized shipment, the moving company is required to load and apply seals to your containerized shipment prior to leaving your residence unless you or your servicing transportation office authorizes crating at the warehouse.
In such cases, items removed from the residence without containerization must be annotated on the inventory as Containerized at Warehouse (CW). However, if your shipment was not booked as a containerized shipment, the moving company may elect to containerize at their warehouse for their convenience.
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If your HHGs was booked as a containerized shipment, the moving company is required to load and apply seals to your containerized shipment prior to leaving your residence unless you or your servicing transportation office authorizes crating at the warehouse. In such cases, items removed from the residence without containerization must be annotated on the inventory as Containerized at Warehouse (CW). You are not permitted to go to the warehouse.
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For a crated shipment, overflow items will be treated in the same manner as the rest of the shipment, crated. The moving company will use a smaller crate for the overflow. Moving companies are not restricted to using a standard liftvan.
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Yes, seals may be broken by customs or other government officials in performance of their official duties. In rare occasions, seals may be damaged as a result of normal transportation movement. Should this occur the containers will be resealed and the moving company must add a notation in DPS with the new seal numbers.
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The moving company should not break the seals until the containers are at your residence for delivery.
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You should annotate on the delivery documents that the seals were missing or broken when it was delivered. You should also use the inventory to account for all items. If any items are found missing or damaged, list these items on the Notification of Loss or Damage AT Delivery form, which should be provided by your moving company.
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The moving company is required to crate all items at the residence, unless the Shipping Office or the customer gives the moving company the permission to crate at the warehouse. Your moving company should crate the item prior to departing the residence.
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While there are no documented size limitations, crated items should be things that are needed immediately or soon after arrival at destination. Examples: Items that can be shipped in unaccompanied baggage include clothing and personal items, small kitchen essentials, and collapsible items such as cribs, playpens and strollers.
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Customers must be provided the option to retain the new crate/container for their next move. If the customer elects not to retain the crate, they can do so without fear of being penalized by the transportation office denying a TSP’s request to construct another crate for same item in future moves, and TSP shall remove the crate from the residence.
7 Day Spread Window Policy
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‘Spread Dates’ refer to the window (7 calendar days) within which your moving company must pick up your shipment. We included the use of spread dates to provide more certainty for customers when scheduling their move.
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Your pick-up date is the day your moving company physically removes your belongings from your home. Your pack-out dates—the day(s) your moving company will be in your home to pack your belongings—will always come before your pick-up date. This is an important point, and one to keep in mind while scheduling your move.
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Your moving company must confirm the pick-up date with you—in writing—within 3 calendar days of accepting your shipment. It’s important to note spread dates do not apply to all shipment types. Talk with your counselor to ensure you understand the rules associated with your shipments
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Contact your transportation office immediately! Don’t wait!
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No, you don’t. The inclusion of spread dates does not change the long-standing rule that prevents moving companies from scheduling a move on a weekend or holiday without the customer’s consent.
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Weekend and holiday pick-ups are atypical, and are approved on a case-by-case basis. While weekends and holiday requests may be accommodated in some instances, we recommend moving on a week day to ensure you have access to the full range of government and industry resources. Please discuss this with your transportation office when you schedule your shipment.
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Dates should not change without your approval. If your moving company requests a date change and you do not agree with it, immediately contact your transportation office. If your moving company misses your pick-up date, you may be eligible for an inconvenience claim.
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Your spread date window is calculated from the preferred pick-up date you list in DPS when scheduling your move. The 7-day spread is always AFTER your preferred pick-up date—not before. Example: If you list June 1st as your preferred pick-up date, your moving company is required to schedule your pick-up between June 1st and June 7th.
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No, this rule change does not address the program’s capacity constraints (which are particularly acute during the summer months). It does, though, provide more certainty over your moving dates once your shipment has been awarded to a moving company. You can improve your chances of getting moving dates that best work for you by contacting your transportation office to schedule your shipment as soon as you receive your PCS orders.
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No. The use of Spread Dates is being incorporated into some elements of the Defense Personal Property Program. For the 2021 Moving Season, the rule will apply to most Household Goods and Unaccompanied Baggage shipments. The rule does not apply to 'Short Fuse' shipments (shipments scheduled on very short noticed during peak season); shipments arranged under Direct-Procurement Method (DPM) contracts; or Non-Temporary Storage shipments. Talk with your counselor to ensure you understand the rules associated with your shipment type!
Before you Move.
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There is nothing more constant than change within the military. While you can certainly start some prep work, you will need orders to schedule a move in the system. Your only other option is a Letter-In-Lieu of Orders, which basically states that you are taking responsibility for the costs of your move if your PCS is cancelled or your destination changes before you receive your official orders.
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You will need to contact your local personal property office if you want to make a change to your pick-up date. There are many factors that go into receiving approval for this type of change (TSP availability, peak season, etc.) to a move.
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Check out this list of some of the top tips received from members and spouses as you prepare for your move!
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Yes! As you navigate through the online move scheduling system, you will be prompted with questions about these types of special items. Be sure to include as much information as possible and make sure during the pre-move survey you point out these items to the representative.
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Yes, however, your transportation office will do a cost comparison of the cost to move your property from each location compared to your entitlement and you will receive the lesser of the two costs.
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There are very limited scenarios where the government will pay the bill to ship a personal vehicle for a CONUS move. Transportation may be authorized for the member/dependent’s use when:
- A change in a ship’s homeport is authorized, or
- An eligible member is ordered to perform a PCS between CONUS duty stations and is physically unable to drive (note: a dependent’s inability to drive does not satisfy this criteria), or there is insufficient time for the member to drive and report to the duty station as ordered.
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This is part of the member's weight allowance that is separated from other Household Goods and is shipped via an expedited mode because it's needed immediately or soon after arrival at the destination and prior to the arrival of Household Goods. This typically occurs with an OCONUS move.
Examples: May consist of personal clothing and equipment, essential pots, pans, and light housekeeping items, collapsible items such as cribs, playpens, and baby carriages; and other articles required for the care of dependents. If necessary, you can also ship a small amount of professional books, paper & equipment in your unaccompanied baggage shipment.
Not Allowed: Furniture & major appliances (refrigerators, washing machines, etc.).Reminder: Unaccompanied baggage counts against the member’s total weight allowance.
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Your shipment may be one of many CBP picks for an inspection. Many shipments moving back to the U.S. are inspected on the first day of packing. If you or your family are one of the chosen ones for a CBP inspection, please make sure all of your belongings are clean and have no signs of pest infestation. This is especially true for outdoor items such as lawn furniture, garden tools, and other items that are exposed to dirt or insects (e.g., gypsy moths, brown tree snakes, rodents, cockroaches, and other pests.)
You can find other helpful information under the “Tools & Resources” section under “Helpful Links,” or click military members or civilian employees.
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Quality assurance (QA) inspectors make sure your move is going as smoothly as possible. They can check in with you and your family by telephone or in person on scheduled pack, pickup, and/or delivery days. QA inspectors also help resolve disputes between you and your moving company. They make sure your items are being handled properly, and take corrective actions if your moving company doesn’t perform to government standards. If you have a problem and need a QA inspector’s help, please contact your local personal property office for assistance.
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A Personally Procured Move (also known as a Do-It Yourself Move) is when the member decides to personally move their household items instead of using a government provided mover. This is only for a CONUS move! You still need to book this type of move in the system as it will help calculate your estimated incentive payment. Keep in mind, if your move costs go above this amount the government is not obligated to reimburse you for those expenses. A HHG move is when the government schedules a mover to pack/unpack and ship all of your items.
You can do both a Partial PPM and a HHG type move. Typically, this occurs when a member uses their personal vehicle to ship household items as they move from one duty station to the next. This type of move will require full/empty weight tickets of the vehicle. Click here to find some weight scales close to you!
It’s best to contact your local personal property office before you do a full or partial PPM to make sure you understand all your entitlements.
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Yes! Since the entitlements and rules that govern these types of moves are a bit more complex, you must talk with your local personal property office to get this setup. This will ensure it’s a smooth move and you know what to expect.
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Yes. If you are a military member (or a person acting on behalf of the service member) who is making a permanent change of station (PCS) move, you have to prepare an application in the DPS. If this is your first time moving as a military member or family, your local personal property office will want to go over this process with you. Please contact your local personal property office if this situation applies to you.
Civilian employees (or whoever is authorized to represent them) have to use DPS to schedule moves when they make a PCS move or separate from federal service. If you have any questions, it’s always best to contact your local personal property office before you start your application.
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No, you don’t need to know your final delivery address to schedule a move, but you will need to enter a location to continue through scheduling a move. The safest bet is to add your destination (city, state, and zip code) in the system and then you can go back and add the street address once you settle on a location. Don't forget to correct the city, state, and zip code if necessary.
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If you have not moved recently, you will need to register for an account . Follow the instructions in the "New User Registration" tutorial to register. After that, follow the instructions in the "Create a Shipment", "Create a PPM Shipment", or "Dual Military (Mil-to-Mil) Move" tutorial. Make sure you have a digital copy of your orders ready, and be prepared to answer questions about your weight estimate, delivery address, and any special items that need to be moved. Pro-Tip: Instead of using your work e-mail address in the customer information section, use your personal e-mail address so you can stay up to speed on your move at all times.
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A list of items you are allowed to move can be found here. Typically, you are allowed to bring the majority of your household goods but there are restrictions on certain items that include hazardous materials (most cleaning supplies, paint, gasoline, etc.) as well as perishables (frozen food, produce, etc.) that will not be able to travel with you. Additionally, some of your items, such as a lawn mower, will need all the fuel removed before the movers will pack it up. To find how much weight you are allowed, head over to the entitlements page and enter your rank, dependency status, and move type to find out your weight allowance.
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Yes. Official orders or a Letter-In-Lieu of Orders have specific information personal property offices need to book a move. Your orders or letter will have a funding line, your current and future duty stations, and show whether you have family members or other dependents authorized to move under those orders. Letter-In-Lieu of Orders Note: You will be responsible for all PCS costs if your move is cancelled or destination changes prior to receipt of official orders. Need to provide a copy of your official orders to the personal property office upon receipt.
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Yes, but you need to make sure you tell the delivering company to weigh the pod empty before drop-off.
Note: You are required to submit full and empty weight tickets
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Origin Destination Origin 90 days 90 days Separating Service Member 180 days 90 days Retiring 365 days 90 days Note: DoD civilian CONUS to CONUS 60 days / To or from OCONUS 90 days -- See JTR table 5-91
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Army
You cannot use DPS if…
- This is your first personal property move.
- This is your last personal property move (you are separating or retiring).
- You are storing or moving personal property AND you have contingency or deployment orders.
- You’re storing or moving personal property AND moving your family to an overseas location.
- You are not the property owner AND you’re using a Power of Attorney.
- You are moving personal property as “next of kin” or Summary Courts Officer.
- You’re still not sure or need more help, contact your local personal property office!
Marine Corps
You cannot use DPS if…
- You are not the property owner AND you are using a Power of Attorney (with PPSO/PPPO assistance).
- You are moving personal property as "next of kin" or Summary Courts Officer/Command Representative.
- You are still not sure or need more help, your local personal property office!
Navy
You cannot use DPS if…
- You are moving personal property as “next of kin” or Summary Courts Officer.
- You’re still not sure or need more help, contact your local personal property office!
Air Force
You cannot use DPS if…
- This is your first personal property move.
- This is your last personal property move (you are separating or retiring).
- You are not the property owner AND you’re using a Power of Attorney.
- You are moving personal property as “next of kin” or Summary Courts Officer.
- You’re still not sure or need more help, contact your local personal property office!
Coast Guard
You cannot use DPS if…
- This is your first personal property move.
- This is your last personal property move (you are separating or retiring).
- You are not the property owner AND you’re using a Power of Attorney.
- You are moving personal property as “next of kin” or Summary Courts Officer.
- You’re still not sure or need more help, contact your local personal property office!
Privately Owned Vehicles (POVs)
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A POV, or privately owned vehicle, is any motor vehicle that provides personal transportation and is owned by, or on a long-term lease (12 or more months) to, a customer or a customer's dependents. A POV can have four or more wheels, like a car or truck. The POV must be:
- Self-propelled;
- Licensed to travel on public highways; and
- Designed to carry passengers or household goods.
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Please contact the Vehicle Processing Center nearest your present duty station.
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U.S. Code of Federal Regulations (Title 49, Transportation, Carriage By Vessel, Section 176.905, Para A (2) specifically states: “The fuel tank of a motor vehicle or mechanical equipment powered by liquid fuel may not be more than one-fourth full.”
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The exterior of your POV must be washed and clean of all dirt. The interior of your vehicle must be vacuumed clean (dry vacuumed only).
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Generally, you have 21 days from the day your POV is available to pick it up. The destination Vehicle Processing Center will notify you within 24 hours via email or postcard when your vehicle is ready for you. You can also track your vehicle’s progress to its final destination on PCSmyPOV.
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It depends! A motorcycle or moped can be considered a POV if you are not shipping a vehicle at government expense on the same authorization or travel orders. If you have questions, contact your local personal property office.
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Please consult your local personal property office or the Personal Property Consignment Instruction Guide (PPCIG) for detailed information. Links to personal property offices are under "Moving Guide." Your local personal property office can help you locate the PPCIG, or you can log into the DPS to obtain the link.
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Please consult your local personal property office or the Defense Transportation Regulation, Part IV, Attachment K3 – Shipping Your POV.
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You can contact your local personal property office, PCSmyPOV, or refer to the "Shipping Your POV" guide found in the Defense Transportation Regulation, Part IV, Attachment K3 – Shipping Your POV.
Moving Day!
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The packers should arrive with plenty of boxes, tape and packing material to get everything loaded up in boxes. The pre-move survey is critical to make sure the packers show up with everything they need to properly pack your items. If there are multiple packers it can be hard to watch everything they pack, so if there are items you don’t want them to move, put them in your vehicle or a separate room/closet and let the packers know.
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You will need to be available from 8:00AM to 5:00PM during your schedule pack and move dates.
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The parts box is where the movers store hardware to re-assemble any furniture when they arrive at the destination. As a pro-tip, you may want to take that box with you as you travel to your new destination if possible. There have been limited incidents where the parts box has gone missing, which makes setting up beds, couches, cribs, etc. very difficult without all the proper hardware.
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Check out this list of some of the top tips received from members and spouses for moving day!
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If there’s a problem on site, you can try talking with the movers’ supervisor/lead who is on site, but you can always call your local personal property office or quality control inspector to help intervene.
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Your assigned moving company will contact you before your first pack or pick up day and give you an arrival window. If you haven’t heard from them at least three government business days before your move, please notify your local personal property office.
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If you cannot be present on move day, you will need to appoint your spouse, relative, or friend, to sign off on anything on your behalf. This person must be listed as an agent on your moving application. If they're not listed, they must have either a power of attorney or written authorization that's been notarized or countersigned by a commissioned officer. The appointed person's name must appear on the document as your representative. Remember, this person is acting for you, and you are responsible for that person's decisions!
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It's your responsibility to take down anything on the walls that you want moved. This includes pictures, artwork, curtains, TVs, clocks, mirrors, etc. The movers are not required to remove anything from your walls. TIP: After you take that picture or clock off the wall, tape its hanging hardware to the back of the item. This will make hanging it up in your new home much easier (and faster!)
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The easiest way, if you can’t reach your moving company is by logging into DPS. Once the DPS Landing Page appears, to view the Shipment Status locate your shipment either under Current Move or Past Moves. Also, you can contact your local personal property office for additional assistance.
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No. Supplying meals or refreshments is never required. Moreover, providing monetary tips is discouraged. If your TSP requests either, please let your local transportation office know.
Travel Tips
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On your copy of your orders, it will tell you how many travel days you are authorized to get to your next duty location. Additionally, you can take additional leave enroute if you choose, but this will increase the chances of your HHG’s going into storage.
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If you run into shipment issues while enroute to your next duty station, you can either call the local personal property office from where you just left OR you can call your personal property office at your destination to get some help quickly.
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If you are doing a PPM (personally procured move), you’ll want to hang on to any receipts for tolls, weight tickets, moving equipment, and packing materials.
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If the moving company arrives prior to you arriving to your destination, they will most likely put your HHG’s into storage. The movers need to get your items off the truck and head to the next scheduled move so unless you plan to arrive maybe a day or more prior to their arrival your items will most likely go into the warehouse until you are ready to accept your shipment.
Inconvenience Claims
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- An inconvenience claim is payment to a DoD customer to account for inconveniences associated with a mover’s inability to meet agreed and/or required pickup and delivery dates.
- The payment is intended to offset expenses incurred by a you and your dependents because you are not able to use necessary items in your shipment to establish your household due to the moving company’s failure to adhere to the agreed-upon schedules.
- The payment does not require you to keep receipts unless you incur actual out-of-pocket expenses, above the per diem rate for first 7 days, to obtain necessary items to establish your household. These include items such as: rental furniture, appliances, air mattresses, pots, pans, & dishes, paper goods, pillows, linens & towels, or laundry services.
If the moving company purchases or reimburses the customer for these tangible household items, they have the option to make arrangements to reclaim those items upon delivery of the customer’s shipment.
Inconvenience claims are separate from property claims associated with the loss and/or damage to personal property.
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- An inconvenience claim is authorized and payable to DoD customers in three scenarios:
- When the assigned moving company fails to pick-up a shipment on agreed-upon dates at origin.
- When the assigned moving company fails to deliver the shipment on or before the Required Delivery Date at destination, provided you have possession of a residence and available for delivery.
- When a shipment placed in Storage in transit cannot be delivered out within ten government business days of the customers requested delivery during peak season (15 June -15 August), or within five government business days of the customers requested delivery outside of peak season.
- An inconvenience claim is authorized and payable to DoD customers in three scenarios:
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- DoD customers will be notified by their assigned moving company if a delay is expected to occur with their shipment. This normally happens a few days prior to the scheduled delivery day, but could be as late as on the day of scheduled delivery.
- The moving company will provide information on how to file an inconvenience claim.
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- Your moving company will provide a simplified, receipt free process for you to file an inconvenience claim with them.
- If you have actual out-of-pocket expenses that exceed the simplified baseline payment amount, you have the right to seek reimbursement for those costs by providing copies of receipts that support your claim.
- The moving company inconvenience claim process will be more detailed and we recommend that you communicate ahead of time with them about the items that are reasonable, temporary, and necessary for you and your family to use while you wait for their shipment to complete pickup or delivery. Be prepared to provide a narrative of how the delay of your pickup/delivery has caused a hardship.
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- Your TSP must acknowledge receipt of your inconvenience claim within 5 government business days.
- Customers should receive reimbursement within 30 calendar days from contact.
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- When actual expenses exceed the baseline payment, lodging, meals and groceries are not covered unless caused by an unexpected inability to pick-up or deliver. In rare exceptions, the mover may be required to pay lodging or meals cost that are reasonable and for short duration.
- Exceptions will be considered on a case-by-case basis, as every circumstance is different. DoD customers should communicate with their moving company about the items that are reasonable, temporary, necessary for the service member and family to use while they wait for their shipment to deliver.
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- The number of days eligible for inconvenience claim payment may be reduced if the moving company delay was solely caused by natural disasters; acts of the public enemy; acts of the Government; acts of the public authority; violent strikes; mob interference; or delays caused by the Government and where the mover’s negligence did not contribute to the delay.
- If you or your designated representative are not available to accept delivery or have not taken possession of your residence when the mover offers the shipment for delivery (before the required delivery date), and the shipment is placed into Storage in transit, you are not eligible for an inconvenience claim.
- Delayed shipments comprised entirely of alcohol cannot be the basis of an inconvenience claim.
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- DoD customers should contact the local Shipping Office if they have additional questions about inconvenience claims. Contact information for all locations can be found on the Tool and Resources tab on Move.mil using the Find Nearby Locations link.
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- The local per diem 100% rate for meals and incidental expenses (excluding lodging) based on the applicable pickup or delivery location serves as a ‘baseline’ for calculating Inconvenience Claims for Household Goods shipments.
- The ‘baseline’ is the amount payable to the DOD customer without receipts, without itemizing expenses, and without the need for any additional approval for up to seven days.
- Per diem rate for meals and incidental expenses are posted at: https://www.defensetravel.dod.mil/site/perdiemCalc.cfm
- Moving companies will compensate the customer for all days that resulted from their failure to pick up on the agreed upon dates and/or deliver before the Required Delivery Date.
- Payment must be issued within 30 days of initial contact.
Delivery
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Due to COVID-19, the Defense Personal Property program has had related disruptions caused by strains on the global supply chain (labor challenges, fewer consolidation opportunities, increased customs processing times, etc.). These strains lead DOD to temporarily increase transit times for all Personal Property shipments awarded on or after 11 March 2020.
Upon reviewing DP3 shipment records this peak season, USTRANSCOM discovered some customer shipment transit times were not properly calculated in our DPS system. These changes took effect in DPS for new bookings 14 April 2020; however, 5,100 channels were not correctly updated in the system with the extended transit times until 22 June 2020.
These customers received individual e-mails apologizing and notifying your Transportation Service Provider is not responsible for this DOD error.
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Transit times were increased by one (1) day for every five (5) days, not to exceed 14 calendar days. Calculation method: Actual pickup date + original transit time + additional days = New RDD.
The temporary increase of transit times will remain in effect until the supply chain is healthy again.
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Impacted customers should have received an e-mail stating your shipment transit time was not properly calculated and given information on how many days were added to your transit time to formulate a new Required Delivery Date (RDD). USTRANSCOM also placed a note in DPS under General remarks advising of the change, and your servicing Transportation provider will also contact you to keep you up to date regarding your new RDD.
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If your moving company does not meet this revised Required Delivery Date, you may be owed an inconvenience claim. Your moving company will outline the inconvenience claim process to you. Inconvenience Claim guidance can also be found on move.mil under Frequently Asked Questions
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An inconvenience claim goes directly to the TSP when they fail to pick up on the agreed date and deliver on or before the adjusted RDD, or if they fail to meet the agreed upon delivery date out of storage in transit.
If you need assistance or have questions on the Inconvenience claim process, please contact your local transportation office. Their contact information is located at Move.mil, Tools and Resources tab, under Find Nearby Locations.
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Before you start moving into the house, ask the movers to accompany you on a survey of the residence. This way you can point out and agree upon pre-existing property damage (if any). This includes stained carpet, damaged walls and more. Once this has been noted, the movers can start to unpack the truck. The movers should also put down mats/plastic to protect the flooring near high traffic areas.
The movers are required to reassemble any furniture that was disassembled at the start of the move and unpack any/all boxes you request. This is often called a “full-unpack”. Most members decide not to ask the movers for a full unpack as they prefer to put items away on their own. Additionally, they will place items at spots you designate once… so you cannot tell the movers to put your bed on the 3rd floor and change your mind a few hours later and request it be put in the basement.
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Check out this list of some of the top tips received from members and spouses at your destination!
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If you or your spouse cannot be present on delivery day, you will need to appoint someone else via a Power of Attorney to sign off on anything on your behalf. This is for your benefit and the moving company!
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Using the online move system, you will need to request the delivery of your items that are in storage. This can take a few days or if it’s the peak season for the Transportation Service Provider it can take a few weeks. As soon as you know your dates, get with your local personal property office to get this scheduled in the event they are booked up for a few weeks.
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If your moving company denies reimbursement or disputes all or some of the items you claimed, contact your local personal property office for assistance. They will happily review your inconvenience claim and let you know if the mover has to reimburse you for your items.
There may be circumstances when your moving company is not responsible for paying your out-of-pocket expenses. Some examples are natural disasters, acts of the government, or violent strikes that may have caused a delay with your shipment. If you have questions, contact your local personal property office for help.
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Out-of-pocket expenses are additional costs you may incur because you can’t use certain necessary items from your shipment to set up (or remain in) your household. These expenses may include, but are not limited to, laundry service, furniture and/or appliance rental (to include rental of a television), air mattresses, towels, linens, pillows, and necessary kitchen items; such as pots, pans, dishes, paper plates, plasticware.
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In this case, you will file an Inconvenience Claim. This is submitted directly to your moving company for missed agreed upon pick-up, delivery or Required Delivery Dates (RDDs), and delivery date out of Storage. Failure to do so may cause a serious inconvenience to you and your dependents, which may result in the expenditure of excess funds for out of pocket expenses.
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If you notice damage, it’s recommended that you write down the inventory tag, take photos and write down the specific damage to the item. This will be very helpful when you go to file your claims online. If noted on delivery day, movers should provide you with a Notification of Loss or Damage AT Delivery Form. Ensure TSP contact information is clearly listed on the form.
NOTE: If MOLD is discovered, stop the move immediately and contact your transportation office, Quality Assurance Inspector, and move coordinator.
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If you notice damage caused by the movers, point it out to the moving company's lead crew member or supervisor. Photograph the damage, and reach out to your local Transportation Office's quality control section immediately to speak with an inspector if possible. If a claim is necessary, it should be filed directly with the responsible moving company listed on the customer's Bill of Lading (not the company that caused the damage).
NOTE: Government cannot reimburse for damage to real property (home).
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Customer must be provided the option to retain the new crate/container for their next move. If the customer elects not to retain the crate, they can do so without fear of being penalized by the transportation office denying a TSP’s request to construct another crate for same item in future moves, and TSP shall remove the crate from the residence.
After The Move
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Simply put… you want to get paid for your move! There are entitlements you are authorized that you will want to receive which may also help offset some of the costs of moving… this includes mileage expenses and dislocation allowance. This will help when you need to go to the local store and purchase some of those household items you couldn’t ship with you.
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When filing a claim, it’s recommended that you have before and after pictures of the item that you’re claiming. Additionally, any receipts, quotes for repair, or other documentation that show the value of the item is very helpful. This can usually be accomplished by locating a replacement cost clipping in your local newspaper or online. Repair estimates are also useful to the claims team when determining how much you will get back. The mover is responsible for paying for repair estimates so you should request a copy of this estimate before accepting settlement on your claim. For high value items, you may receive a request for proof of value. This can usually be accomplished by providing a copy of the original receipt, credit card statement, or cancelled check. If you’ve had the item appraised, this too would assist with substantiating value. Also make sure when you sign off on the inventory sheet prior to your items being loaded up on the truck that you take the time to review and ensure all your items are listed (including high value items on a high value inventory).
One final tip: be sure the remarks the movers indicated for each item are correct… your brand new, undamaged dining room table should not have a remark that says it’s full of scratches, etc.
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If you and the transportation provider go back and forth and you cannot come to an agreement on the offer they are providing you then you’ll need to contact your Military Claims Office. They will help advocate on your behalf, but be prepared to re-submit all your documentation through their system.
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If you receive notification from the shipping system (DPS) or the personal property office that you went over your authorized weight limit, there are a few things you can do. First, check to see if the weight of all professional gear (yours and your spouse’s) listed on your inventory form was subtracted from the total net weight you shipped. Second, subtract the weight of the “packing material” (usually 10% of the net weight) from that total net weight. If you’re still over your authorized weight and your shipment has not been delivered to you yet, you can request a reweigh before your household goods are brought to your new home. If the reweigh shows you’re still over your allowance, expect to pay back the excess shipping costs. You can also contact your local personal property office for assistance.
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At the end of your move, you are required to fill out the customer satisfaction survey. This provides the Personal Property offices with direct feedback on your moving company. Be honest and leave comments – if they were a great mover we want to make sure they get the chance to work with members and their families in the future. If they were not so great… we want to make sure they don’t receive future opportunities.
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After you’ve entered all of the required information and listed the loss and damage per item, you must click on the Submit button to process the loss and damage report! Also, note that each separate shipment will have its own Government Bill of Lading or GBL number. Be sure to choose the right GBL number for that shipment when submitting your Loss/Damage Report (and when submitting your claim—when you’re ready for that step.)
For help submitting a Loss & Damage Report, follow this step-by-step tutorial. -
You have 45 days from the planned move start date to turn in all paperwork. Please visit or call your local personal property office, as they will need copies of your weight tickets, vehicle registration, moving receipts, and a few other documents to ensure you are properly reimbursed.
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In order to file a claim and qualify for full replacement/repair value (FRV) protection, you will need to submit it using the online system you used to book your move to start this process. It’s located under the Claims tab.
If you did not submit a Loss/Damage Report in DPS, you will need to submit your claim within 75 days of delivery (applicable to shipments picked up prior to May 15, 2020) or within 180 days of delivery (applicable to shipments picked up May 15, 2020 and after).
If you submitted a Loss/Damage Report in DPS within the 75 day or 180 day window, you will have up to 9 months to submit a claim for the full replacement/repair value for the item you are claiming. If the claim is submitted more than 9 months from the delivery date, you will only be eligible for depreciated value up to two (2) years from delivery.
If you don't submit your claim on or before two years (2) from delivery, your entire claim could be denied. Limited exceptions apply to these timelines, so always check with your branch of Service's Military Claims Office.
Your moving company must acknowledge receipt of your submitted claim within 15 calendar days after they receive it via DPS. If you don't receive their acknowledgment, contact your TSP and make sure they know you submitted a claim to them for action. If you have any questions, please contact your Military Claims Office.
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If you had good cause to exceed the 75-day notice period (applicable to shipments picked up prior to May 15, 2020) or 180-day notice period (applicable to shipments picked up May 15, 2020 and after), such as an officially recognized absence or hospitalization during all or a portion of that 75-day or 180-day window, please pass that information to your TSP for their consideration. When incidents like this happen, your TSP is required to contact your Military Claims Office (MCO) for a determination.
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Yes! You must report all loss and damage to the Transportation Service Provider (TSP) within 75 days of the date of delivery (applicable to shipments picked up prior to May 15, 2020) or within 180 days of the date of delivery (applicable to shipments picked up May 15, 2020 and after) to be reimbursed for those missing or damaged items.
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This one can get tricky, so make sure you know the difference between the two and the overall process.
A Loss/Damage Report is your way to notify the household goods carrier (Transportation Service Provider - TSP) that some of your items are missing or were damaged during the delivery process. This must be done within 75 days of your delivery date (applicable to shipments picked up prior to May 15, 2020) or within 180 days of your delivery date (applicable to shipments picked up May 15, 2020 and after). If the items cannot be found or they cannot fix the damage, you must file a claim to be reimbursed! NOTICE of loss or damage can be submitted in the DPS System. However, fax, mail or email with a delivery receipt is also acceptable. Failure to make notice within the allotted timeframe may result in denial of your claim with both the TSP and the military.
A CLAIM is made when you request reimbursement for lost or damaged items. To qualify for the full replacement/repair value, you must file your claim in the system (DPS) and click the "Submit" button within nine (9) months after your household goods were delivered to you. If you have questions about claims filing deadlines, contact your MCO (Military Claims Office).
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Yes, you can submit your “Notification of Loss/Damage after Delivery” form to your TSP by mail, fax, or by attaching the form to an email and emailing it to your TSP. The TSP should have given you this form when they delivered your household goods to your new home. Whichever way you choose to get the Loss/Damage Report form to your TSP, make sure the TSP receives it within 75 days of delivery (applicable to shipments picked up prior to May 15, 2020) and before the 180th day FOR SHIPMENTS PICKED UP AFTER MAY 15, 2020 following delivery of your household goods to your new home. It’s a good idea to keep your proof of dispatch, i.e., a return mail or certified letter receipt, fax confirmation sheet, email delivery confirmation, or email “read” receipt.
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You should enter all information from your copy of the Notice of Loss and Damage AT delivery form (NOLD) provided by your mover at the time of delivery.
You must enter any loss/damage AFTER delivery information into DPS within 180 days. The 180 days begin after your shipment is placed in a delivery complete status by the moving company. Timely entry will ensure that everyone required to be involved in settling your claim has visibility of your claim information.
If your mover states otherwise, contact your local Transportation office so they can take appropriate action to correct and your Military Claims Office for claims questions or assistance