The Family Movers

Frequently Asked Questions

Preparing Your Move

Ideally, the more time you have to plan the better. We suggest scheduling your pre-move survey around 4-8 weeks prior to your move. Our peak season is usually between June and August. If your move falls within these months, contact us as soon as possible to secure your preferred packing date.

Surveys typically take 30-60 mins depending on the size of your property

While its not mandatory (we also offer virtual surveys), in our experience it is always better to meet you to fully understand your requirements and view your belongings in person.

We recommend that you are in the property while the survey is taking place as it gives you the ability to identify what you are taking, and what you are leaving behind. Our surveyor will also be able to answer any questions you may have about your move.

It would be difficult for us to provide a quotation without knowing the exact volume of goods that need to be shipped. If you are pushed for time, feel free to send photographs or meet us over a video call.

  • It’s a good idea to have a clear out of unwanted items as you approach your move date, this will help us to determine what items you are taking with you.
  • Check to see if you have the original boxes for some of your fragile items. If you don’t, that’s not a problem, we have our own crate making facility that make custom built boxes.

It usually takes us around 2 working days to send a quotation to you.

Your quotation will be based on the total volume of your goods and mode of transport that you select. Our surveyor will determine the best options for you based on your requirements.

You should book your move as soon as you decide your preferred pack date. If you are two or three weeks away and running out of time, we will do our best to accommodate your booking.

It is not unusual to not have a precise delivery address when booking your move. We are able to offer secure storage options at both your origin and destination city. As long as you let us know a few days before your goods arrive at the destination city, we’ll be able to deliver to your new address.

If the volume of your goods alters from the time we carry out the survey to your packing date, the cost of your move will change as the cost is determined by final volume and or weight (depending on mode of transportation).

(SG) You’ll need to pay a 25% deposit to secure your booking. The remainder of your invoice will be required by your packing date.
(MY) You’ll need to pay a 50% deposit to secure your booking. The remainder of your invoice will be required by your packing date.

Your quotation will be valid for 30 days. This however excludes the freight cost that is broken down separately in your quote – carriers fees are subject to change which is unfortunately out of our control.

Groupage is a transportation method which groups together goods dispatched by several different companies into a same container. This type of transportation method is typically the most cost effective way of transporting smaller volume shipments.

Your quotation is based on the volume of your shipment – if this changes, the final cost will change too.

Your quotation is based on the volume of your shipment – if this changes, the final cost will change too.


Yes. Our all-risk policy works on a door-to-door basis meaning that you will be covered from packing to unpacking at your destination address. Your premium will be worked out based on your declared shipment value.

Insurance is not mandatory but we do recommend it. As professional movers we do all we can to ensure your belongings arrive safe and sound in their new home. In the unlikely event of damage or loss, insurance is there to safeguard your belongings.

No, insurance is a separate cost to the move itself, however, you’ll be provided with all of the documentation required at the same time you receive your quotation. Your insurance premium will be based on your declared value of your possessions.

Moving Day

  • • For security reasons, many countries no longer accept shipments that are packed by the owner. In addition, any damage incurred to items you packed yourself may not be covered by transit insurance. We strongly advise that you let us pack all of your household items and personal effects
  • If you are moving locally, we offer a tiered packing service that is tailored based on your requirements.

We highly recommend that you keep your jewellery in your hand luggage when you travel overseas.

Each country has its own restrictions, but as a general rule, the following items should not be included in your shipment:

  • Alcohol
  • Firearms and ammunition
  • Food, including herbs and spices
  • Hazardous items (including adhesives, ammonia, bleaches, chlorine, detergents, disinfectants, dyes, flammables, gas cylinders, insecticides, mercury thermometers, methylated spirits, paints, pesticides, photographic chemicals, pressure packs, thinners)
  • Items made from endangered animals
  • Unprocessed furs, skins
  • Plants, dried flowers, bulbs, seeds
  • Pornographic material
  • Soil or sand of any kind
  • Swords, spears, switchblades

Yes, we will be able to drop packing materials to you – you’ll just need to let us know during your survey.

For some countries importing food & alcohol is strictly prohibited. For countries where alcohol is permitted, a detailed inventory list will need to be submitted to customs, and duties will apply. We recommend that you do not include any food in shipments as it can cause delays with customs clearance and additional charges. Ask us for more specific information about your destination country policies.

Yes. Please let us know your plans before your packing date so our team can make sure the most important items, like beds, are packed last.

While it’s not mandatory, we do recommend that as you’ll be able to discuss any last-minute details with your crew supervisor.

Tropical climates typically come with high humidity. While the humidity does not directly cause mould and mildew, it speeds up the lifecycle. Your surveyor will discuss the inclusion of silica gel and moisture absorption poles in your shipment to reduce the moisture inside your container. We also recommend cleaning clothes, linen and disinfecting surfaces before your packing date.


The customs clearance process and time frame vary for each country. Your dedicated Move Manager will be able to share transit time to your destination.

All unwanted packaging will be removed and recycled once it has been delivered to your new home.

Our moving services include unpacking your goods and disposing of any debris on delivery day. In addition, our team uses a numbering system that allows us to match boxes with rooms, simplifying the unpacking process.

Your belongings can be stored either with us at origin or your destination with our trusted partner companies for as long as needed.

Your Move Manager will keep in contact with you throughout the move process. When your shipment arrives in your new city, you will be contacted to organise a date for delivery that is convenient for you.

Many countries require you to be present for your goods to clear customs, but different rules apply depending on the location you are moving to. Our team will be able to confirm the regulations for you.

Yes, your surveyor will note everything that needs to be disassembled and reassembled during your move. Trickier items to put back together like cabinets, Ikea furniture and hydraulic beds may require a handyman – we will make all of the arrangements for your peace of mind.

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