FAQ

Our mission: We move what you love. Very simply.

FAQ

about us

What is Muvzilla?

Muvzilla connects you to a van, or truck and a mover, or two, to move your belongings from one location to another. We are an on-demand service, so you are able to book an immediate service, or book one weeks in advance.

What are Muvzilla´s operating hours?

Our operating hours are Monday through Friday from 08.00 AM to 06.00 PM.

General questions

How can I communicate with Muvzilla?

Once a mover is assigned to your service, you can text or call your mover directly through our mobile app.

How do I qualify to use Muvzilla?

To use Muvzilla, you must be at least 18 years old and have a valid credit card.

Furniture delivery

When do I pay for my service?

The payment works with your credit card. Payment is made after the order is completed, before that the amount on the credit card is only reserved.

Can I drive with the movers?

No, unfortunately it is not possible to drive with the movers.

Do I have to be present at the destination?

Nicht unbedingt. Sie oder Not necessarily. You or a person you specify must be present at the destination to confirm receipt of the shipment.

How many items can be transported?

Muvzilla transportiert jede Muvzilla transports any number of items you list in the inventory description of your order.

How do I calculate the cost of a service?

Furniture delivery and small removals

Basic fee + number of kilometers driven from pickup location to delivery location + working time per minute at pickup and delivery location (15 min. are included at each location). The minimum amount is 99 CHF.

When do the movers arrive at their destination?

Nachdem die Umzugsunternehmen Ihre Sachen abgeholt haben, After the movers pick up your stuff, you can see the estimated time of arrival in the app. You will also receive a message with all the details and a tracking link.

What equipment do the movers bring?

Unsere Umzugspartner sind Our movers are equipped with blankets, shrink wrap and a transport cart. The movers also have a set of basic tools, such as screwdrivers and pliers.

Are there any costs if I cancel my order?

The order can be cancelled free of charge up to 48 hours before the scheduled pick-up time or until the transport order is accepted by a transport partner, whichever occurs last. After that, your credit card or digital wallet will be charged 50% of the respective transport price.
If the transportation partner attempts to fulfill the transportation order but is unable to do so for reasons beyond the control of the transportation partner or Muvzilla, your credit card or account will be charged 100% of the respective transportation price.

How will I recognize the Muvzilla movers when they arrive?

For the security and information of Muvzilla customers, each customer receives a driver profile as soon as an order is assigned to a mover. This profile contains the name of the driver, a photo of the driver, as well as their vehicle and license plate number. Customers also have the possibility to communicate (chat, or SMS) with their mover once a mover has been assigned.

Can multiple stops be arranged within my order?

Yes that is not a problem.

What do I do with damaged or stolen items?

Any items that are lost, damaged or stolen should be reported immediately to Customer Service to begin the insurance process. Customer Service can be reached by email at support@muvzilla.com. Stolen items should be reported to the police.

Removals

How can I book my service with Muvzilla?

On www.muvzilla.com you can easily make your booking. 

Enter the departure and arrival address and choose the number of movers.

helpers.

Can I cancel the service?

In principle, a service can be canceled. A cancellation must be made in writing. 

If an order is cancelled within a maximum of 14 days prior to the defined moving date, payment is 30% of the estimated cost is due. If the cancellation is made within 48 hours before the moving date, 80% of the estimated effort is due.

Can I customize the service?

You are welcome to customize your order after it has been booked. Please contact 

our “Customer Service” team via email or phone.

When will I be contacted by Muvzilla?

After your booking is complete, you will receive a confirmation email from Muvzilla.

What is included in the price?

  • Personal consultation with Muvzilla
  • Removal worker
  • Vehicle, including fuel
  • Protective material, such as wool blankets and fastening straps
  • Carrier’s liability insurance

What is not included in the price?

  • Moving boxes
  • Waste disposal fees
  • Parking space reservation / road closure
  • Repairs
  • Work on electronic equipment (wiring, etc.)
  • Furniture lift

Am I insured against damages during the move?

Our moving partners all have carrier liability insurance. In addition, Muvzilla, in cooperation with the insurer TSM, offers “all-risk” transport insurance, which can be booked as an option.

What do I do in the event of damage?

Damage to the removal goods must be reported immediately after delivery and must also be confirmed in writing within 3 days.

Am I obliged to tip the movers?

No, there is no obligation.

How can I book my service with Muvzilla?

On www.muvzilla.com you can easily make your booking. 

Enter the departure and arrival address and choose the number of movers.

helpers.

Can I cancel the service?

In principle, a service can be canceled. A cancellation must be made in writing. 

If an order is cancelled within a maximum of 14 days prior to the defined moving date, payment is 30% of the estimated cost is due. If the cancellation is made within 48 hours before the moving date, 80% of the estimated effort is due.

Can I customize the service?

You are welcome to customize your order after it has been booked. Please contact 

our “Customer Service” team via email or phone.

When will I be contacted by Muvzilla?

After your booking is complete, you will receive a confirmation email from Muvzilla.

What is included in the price?

  • Personal consultation with Muvzilla
  • Removal worker
  • Vehicle, including fuel
  • Protective material, such as wool blankets and fastening straps
  • Carrier’s liability insurance

What is not included in the price?

  • Moving boxes
  • Waste disposal fees
  • Parking space reservation / road closure
  • Repairs
  • Work on electronic equipment (wiring, etc.)
  • Furniture lift

Am I insured against damages during the move?

Our moving partners all have carrier liability insurance. In addition, Muvzilla, in cooperation with the insurer TSM, offers “all-risk” transport insurance, which can be booked as an option.

What do I do in the event of damage?

Damage to the removal goods must be reported immediately after delivery and must also be confirmed in writing within 3 days.

Am I obliged to tip the movers?

No, there is no obligation.

Do I have to offer food to the movers?

No. However, the movers are happy to receive a drink or a small snack.

Internationale removals

Pre-Move Survey

When should I schedule a pre-move survey?

We recommend that you schedule your pre-move survey at least 1 month prior to your preferred packing date. During our high-season (June – August) the pre-move survey should take place at least 2 months in advance.

How long will the pre-move survey take?

Generally, the survey should take between 30 and 45 minutes.

When should I confirm my move?

You should confirm your booking as soon as you have reviewed our proposal. We recommend that you return the signed confirmation document at least 2 weeks before the move date to allow us sufficient time to plan and prepare your move.

Is a pre-move survey required to get a proposal?

A pre-move survey allows our move specialists to accurately estimate the volume of the household goods that you intend to ship. Additionally, it provides us with the opportunity to assess the local situation (access, parking spots, special requirements, etc.).

Alternatively, you can provide a detailed inventory and any additional information about your move. This enables us to provide you with an indicative quotation.

How shall I prepare myself for the pre-move survey?

  • Decide which items you would like to ship
  • Identify items that may require special treatment (e.g. fragile objects)
  • Recall any challenges that might have occurred when moving into your current home
  • Prepare an approximate timeline of your move, including apartment handover dates, temporary accommodation bookings and flight dates

Packing Service

How long will packing take?

The time to pack a move depends on the volume of the household goods and specific service requirements.

Can I pack items myself?

Let us do the work for you. Relax while our professional moving specialists take care of the job. 

If you want to pack some items yourself, we can provide you with packing materials in advance. Please, do not close the boxes that you pack yourself, since transit protection policies explicitly excludes items that are “packed by owner” (PBO).

Do the move specialists unplug / uninstall electronics and home appliances?

Our move specialists can plug/unplug basic home appliances (e.g. TV). If the work involves electric wiring, plumbing, mounting, or any kind of specialized skills, then a licensed electrician / handyman needs to be contracted.

Do I need to be present during the day of packing?

It is not mandatory, but we highly recommend it.

What if the building is difficult to access?

 If you know from previous moves that items have been difficult to move in, or out, please let us know. Difficult access may require additional equipment (e.g. external elevator), or additional charges may occur (e.g. long carry, floor surcharge).

Can I ship food, or alcohol?

No. Food items should never be shipped, since they can spoil and attract pests. The importation of alcohol is heavily restricted in most countries, often completely forbidden.

Are there any other restricted items?

  • Firearms
  • Weapons
  • Illegal drugs
  • Flammable goods
  • Dangerous goods
  • Goods made from endangered animals

How should I handle jewelry, cash and important documents?

Do not pack jewelry, cash, or important documents (e.g. marriage certificates). We recommend that you hand-carry those items to your new destination.

Transport Insurance

Do you offer transport insurance?

Yes. We offer an “all-risk” transport insurance, issued by a 3rd party provider. The insurance policy covers your household goods on a “door-to-door” basis.

Is insurance mandatory?

No. As professional movers we will do our best to avoid any damage, or loss, to your household goods shipment. If damage occurs, it is best to be protected through an insurance policy.

Can I selectively insure a few items only?

No. It is required that you insure all the items that are moved. Please, do not under-insure your shipment.

Service cost

Are there services that do incur additional charges?

Additionally to the actual move cost, the following services may incur additional cost:

  • 3rd-party providers: Handyman, Insurance, Disposal of furniture, piano handling, etc.
  • Difficult access: Floor and long-carry surcharge, hoisting, shuttle, split delivery, work on public holidays
  • Storage: Storage fees, warehouse handling (in & out), storage insurance

Is transport insurance included in the move cost?

No. The insurance premium is based on the declared value of your household goods. Therefore the insurance premium is a separate cost.

Will my shipment be subjected to taxes and duties in the destination country?

Most countries allow tax- and duty-free importation of household goods, if you meet the required residential status and can provide the required documentation. However, as different countries have different requirements, we recommend that you contact one of our move specialists and/or the local embassy.

Pre-Move Survey

When should I schedule a pre-move survey?

We recommend that you schedule your pre-move survey at least 1 month prior to your preferred packing date. During our high-season (June – August) the pre-move survey should take place at least 2 months in advance.

How long will the pre-move survey take?

Generally, the survey should take between 30 and 45 minutes.

When should I confirm my move?

You should confirm your booking as soon as you have reviewed our proposal. We recommend that you return the signed confirmation document at least 2 weeks before the move date to allow us sufficient time to plan and prepare your move.

Is a pre-move survey required to get a proposal?

A pre-move survey allows our move specialists to accurately estimate the volume of the household goods that you intend to ship. Additionally, it provides us with the opportunity to assess the local situation (access, parking spots, special requirements, etc.).

Alternatively, you can provide a detailed inventory and any additional information about your move. This enables us to provide you with an indicative quotation.

How shall I prepare myself for the pre-move survey?

  • Decide which items you would like to ship
  • Identify items that may require special treatment (e.g. fragile objects)
  • Recall any challenges that might have occurred when moving into your current home
  • Prepare an approximate timeline of your move, including apartment handover dates, temporary accommodation bookings and flight dates

Packing Service

How long will packing take?

The time to pack a move depends on the volume of the household goods and specific service requirements.

Can I pack items myself?

Let us do the work for you. Relax while our professional moving specialists take care of the job. 

If you want to pack some items yourself, we can provide you with packing materials in advance. Please, do not close the boxes that you pack yourself, since transit protection policies explicitly excludes items that are “packed by owner” (PBO).

Do the move specialists unplug / uninstall electronics and home appliances?

Our move specialists can plug/unplug basic home appliances (e.g. TV). If the work involves electric wiring, plumbing, mounting, or any kind of specialized skills, then a licensed electrician / handyman needs to be contracted.

Do I need to be present during the day of packing?

It is not mandatory, but we highly recommend it.

What if the building is difficult to access?

 If you know from previous moves that items have been difficult to move in, or out, please let us know. Difficult access may require additional equipment (e.g. external elevator), or additional charges may occur (e.g. long carry, floor surcharge).

Can I ship food, or alcohol?

No. Food items should never be shipped, since they can spoil and attract pests. The importation of alcohol is heavily restricted in most countries, often completely forbidden.

Are there any other restricted items?

  • Firearms
  • Weapons
  • Illegal drugs
  • Flammable goods
  • Dangerous goods
  • Goods made from endangered animals

How should I handle jewelry, cash and important documents?

Do not pack jewelry, cash, or important documents (e.g. marriage certificates). We recommend that you hand-carry those items to your new destination.

Transport Insurance

Do you offer transport insurance?

Yes. We offer an “all-risk” transport insurance, issued by a 3rd party provider. The insurance policy covers your household goods on a “door-to-door” basis.

Is insurance mandatory?

No. As professional movers we will do our best to avoid any damage, or loss, to your household goods shipment. If damage occurs, it is best to be protected through an insurance policy.

Can I selectively insure a few items only?

No. It is required that you insure all the items that are moved. Please, do not under-insure your shipment.

Service cost

Are there services that do incur additional charges?

Additionally to the actual move cost, the following services may incur additional cost:

  • 3rd-party providers: Handyman, Insurance, Disposal of furniture, piano handling, etc.
  • Difficult access: Floor and long-carry surcharge, hoisting, shuttle, split delivery, work on public holidays
  • Storage: Storage fees, warehouse handling (in & out), storage insurance

Is transport insurance included in the move cost?

No. The insurance premium is based on the declared value of your household goods. Therefore the insurance premium is a separate cost.

Will my shipment be subjected to taxes and duties in the destination country?

Most countries allow tax- and duty-free importation of household goods, if you meet the required residential status and can provide the required documentation. However, as different countries have different requirements, we recommend that you contact one of our move specialists and/or the local embassy.

When do I need to pay for my move?

Full payment is required prior to the move.

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