Please let our team know if you have a simultaneous settlement, as we'll give priority to coordinating your move accordingly. We allocate a single dedicated truck for settlement moves so your crew will only handle one move for the day.

Your start time will be planned based on your settlement time. For instance, if we estimate that your move will take 2-3 hours, we'll commence three hours prior to settlement to ensure the truck is fully loaded prior to the settlement occurring.

If you're unsure about the settlement time (often lawyers only confirm a few days before), please inform us at the time of booking. We'll make adjustments as the day gets closer. If property access is flexible around the settlement time, do let us know, as it eases the pressure.

We do a lot of moves that are dependent on lift bookings and can tailor our loading or unloading times to suit. You’ll generally be given a 2hr window for your move by the building manager.

If you’re moving out of a building that requires a lift booking, you’ll generally want a lift booking early in the morning. If you’re moving into a building with a lift you’ll want to make your booking early in the afternoon.

We suggest you secure your lift booking a week or more in advance and call our office to arrange a move specifically timed for that booking.

Across our network we have access to the following truck sizes:

4.5 tonne truck = 19 m3 capacity

6.0 tonne truck = 29 m3 capacity

8.0 tonne truck = 39 m3 capacity

10.0 tonne truck = 45 m3 capacity

14.0 tonne truck = 65 m3 capacity

Limited access, such as a narrow driveway or overhanging trees are a common challenge. Feel free to discuss potential solutions with our expert team, including the possibility of utilising multiple smaller trucks instead of a single large one.

Opting for multiple trucks can often result in cost savings, particularly if it significantly reduces the amount of time spent walking and carrying items where smaller trucks can park closer.

The Instamove website offers either a quick size estimator or an inventory tool to determine your move size. These tools are able to accurately predict the majority of moves.

In addition you’ll also be prompted to send photos or a walkthrough video of your belongings three business days prior to the move. It’s a great way to be sure - we’ll have an expert removalist will review this footage and ensure we’re sending you the right size truck.

Sending footage of your goods to be moved is required for all large home moves or long distance moves (don’t worry, it’s an easy process and we’ll let you know what to do).

There are a number of ways we can solve this problem.

1. Multiple trips - if your pickup and drop off are close by, we’ll typically do a second trip.
2. Prioritise large items - if you’d prefer we can prioritise your large furniture items and leave smaller items and boxes for you to move privately.
3. Send an additional truck - with a large fleet of removalists in our network, we can often secure an additional truck on short notice if required. Please note, we’ll (obviously) obtain your approval before sending an additional truck and the cost of this truck will be added to the invoice and charged at our standard rates (e.g. we don’t charge “emergency” rates).

Our platform will prompt you to send photos when you’re packed and ready to go so we could double check the truck size is right for your move

We can tailor the number of removalists on the day to your needs. Often for larger moves it’s helpful to have an additional removalist on the job.

We’re happy to dispose of any rubbish by taking it to the nearest tip. Tip runs are generally performed at the start of the move with time charged at our standard rate. The tip fee is added to your invoice at cost (e.g. no markup).

Costs vary per tip and each have a list of items they won’t accept (e.g. household chemicals, mattresses etc). If in doubt, we suggest confirming with your tip they’ll take the items we’ll be disposing of.

Please note we are unable to remove hazardous materials such as asbestos.

Yes, we have specialised crews for moving complex items like these. Please let us know if you have any items like this.

Yes, we do provide a packing service. For larger jobs, this is typically performed the day before your move. For smaller jobs, we have specialised crews that can both pack and move you within a single day.

We also offer packing materials. These can be delivered before your move if you'd like to start packing on your own, or the packing crew can bring them on the day.

Instamove is happy to supply you with a certificate of currency upon finalising your booking with us.

Please let us know if this is a requirement and we’ll email you a copy.

We recommend booking a local move 1 - 2 weeks prior and interstate moves 4 weeks prior. Instamove will accept online bookings for local moves until 8:30pm the day before your move.

Has another removalist cancelled on you today? Call our office now as most of the time we can help you out.

Yes, all jobs are billed for a minimum of 2 hours, plus the back-to-base time in your quote (typically 30 minutes), making it a total of 2.5 hours.

Please note that for certain single-item jobs, we may be able to offer a competitive set price if we have a crew already working in your area.

Yes, we’re flexible. You can change your move day upto 24 hours before your move without losing your booking fee. Friday and Saturday are busy and it can be difficult getting a last minute booking for those days.

Please note that cancellations made less than 24 hours prior to your move incur a minimum 2 hours + back to base fee, typically 2.5 hours all up. This is because at with short notice we’ve typically dispatched and committed to pay the crew delivering your service.

If your job has a lift booking or is based on a settlement then we will arrive at an exact specific time, eg 9:00am, 12:30pm etc. Otherwise, 7:30-8:30am and 12-2:30pm are our main arrival windows. In some cases where there is a key collection, school pick ups or other valid reasons we can be more flexible with the start time. Generally for non settlement and lift booking jobs, our latest AM arrival time is 9:30-10:00am.

If you have the original box it would be great! In the event that you do not have the original box, we recommend using some bubble wrap to cover the screen. On the day of the move the team will wrap the TV in blankets and then cover it with shrink wrap for added protection and typically move it in the trunk with the removalists themselves.

If the contents inside the drawers are limited and there is not too much overall weight then you can leave the items inside. Additionally if the item is being moved from ground floor to ground floor, then it should be fine. The team will use shrink wrap on the day to secure the drawers and hold them tight. We can make a better assessment on the day and worst case, they empty drawers out if need be.

We move most standard appliances, however we’re not ‘handymen’ in the traditional sense and so are unable to uninstall or install appliances.

We're unable to move the following:

1. Items that weigh more than 150kg (e.g. piano’s, pool tables etc) unless specially organised.
2. Items requiring lowering out of windows (e.g. we need to be able to move all items through your property).
3. Perishable items e.g. food not packed in an esky
4. Drugs or drug related items, Illegal or stolen items, weapons, explosives or flammable liquids
5. Anything that we reasonably deem may put the safety of the crew, the truck, the customer, or the customer’s belongings at risk.

Got questions about a specific item? Give us a call.

No. Unless you have booked for an approved specific arrival time, crews working an afternoon slot will arrive between 12 and 2:30pm. We try our best to have the team arrive as close as possible to 12pm but it is entirely dependent on how the morning jobs progress.

In any case for afternoon jobs you will be provided with a more concrete arrival time by around 10am. For example, you’ll be told whether the crew will arrive closer to 12pm or a bit later in the day. The majority of our afternoon moves start closer to 12pm than 2:30pm.

How will I know when the movers are on the way? Will they call me?

On the day of the move, our team will send you an sms notification with a tracking link to track their exact arrival. They will also give you a courtesy call roughly 30 mins prior to arriving at the destination address.

Yes, you sure can and it’s a great way to save money. Your help with the smaller items can make a real difference in the time your job takes.

The best way to save money is to have your goods boxed and ready to go. If you’re keen, feel free to move packed items close to the truck pickup point (e.g. your front door or a garage the truck can access). This will cut down the walking time for the crew.

Rescheduling due to poor weather is rare. We can work with both “normal” rain and in high temperatures. We monitor the weather and will advise you of any changes due to severe weather conditions. Of course the safety of you and your move team is our top priority, so if you’re concerned, please call us.

Your removalist can answer questions about your bill on the day. However, if there’s a problem, you’re welcome to call our operations centre and we’ll work with you to a solution.

Yes, your move is protected in two ways:

1. Accidental Damage Warranty - damage to goods moved or scratches & dents to walls of any of the properties involved in the move.
2. Property & Public Liability Damage - serious building damage beyond scratches & dents or the injury or death of persons resulting from the move.

Accidental Damage Coverage Warranty

Instamove provides a free accidental damage warranty for all work that we perform to a maximum value of $1000 on our Premium level services (our default offer) and $5,000 on our Elite level services. No accidental damage warranty is provided on our Basic level services.

Instamove must be informed of damage prior to the team leaving the premises. We suggest a walk through of your property prior to completion to check for damage. We aim to process all claims under this guarantee within seven working days.

For approved claims you will have the option of:

1. Monetary compensation directly via Instamove (taking into account market value, ware & tear, depreciation).
2. Repairing the damage to as close as possible to its original condition using reputable repairers

We use experienced, professional movers, but unfortunately damages occasionally happen. Most damage is minor and after moving many thousands of homes, we’ve found $1000 is the perfect amount to cover 95% of damage events. Beyond this we recommend www.removalsinsurance.com.au for higher value insurance.

Public Liability Damage Cover

Our removalist partners carry a minimum 5 million public liability insurance. All claims for Property and Public Liability damage will be referred to our removalist partner who supplied the service. Upon notification of a Property & Public Liability Damage event, Instamove will promptly provide you with the partners ABN, direct contact details and our most recent copy of their Certificate of Insurance. Instamove will instruct the removalist to lodge a claim with their insurer.

The following items are not covered under your accidental damage insurance:

1. TV’s not packed in their original box
2. Boxes and the contents of boxes not packed by an Instamove packer
3. Stone, Granite, composite or similar items
4. Any item or furniture that is inherently susceptible to suffer damage or disorder no matter how carefully we move them including pot plants
5. Furniture that has elements of rotten and decaying wood
6. Items with internal faults or that are inherently fragile
7. Front load washers without transit bolts in place
8. Furniture designed to be flat packed or made of pressed wood such as those commonly sold by Ikea, Fantastic Furniture or similar retailers. We recommend disassembly of such items before moving to reduce risk
9. Any case where the customer refuses our recommendation as to the safest way of moving an item

With the above exclusions, we are still happy to move the items but will do so at your risk. We will endeavour to minimise risk by taking relevant precautions such as the use of heavy duty blankets or shrink wrap padding to offer maximum protection.

We strive to take care of you and make moving both safe and simple. In the unfortunate event that an item is damaged during your move, it's our policy to resolve it in a fair and timely manner.

If you believe Instamove is responsible for damages, please email support@instamove.com.au and our support team will review the situation and get back to you within 1 to 2 business days. To speed things up, please include photos and any information you can share about how the damage occurred in your email.

You can also call Instamove Support at 1300 988 114 to initiate your claim process.

Be sure to keep all damaged items until the claims process has been resolved.