Frequently Asked Questions

Smaller moves and deliveries can be scheduled the same day, within two hours. Bigger moves must be booked at least 3 days prior.

Click “get started,” let us know a few details about your move and click submit. Yes – it’s that easy!

No upfront payment is required. We ask that you put a credit card on file in your account either through the website or in the wallet section on the bottom left of the screen on the Gozova app. 

Then once your move is completed, you can easily pay and tip through our app or on our website. We highly suggest making all transactions, including tip, through our app to ensure the most secure form of payment.

Cancel or reschedule your order at any time 24 hours before your scheduled move time! If you cancel after that, a cancellation fee will apply and be charged to the credit card on file. 

Cancellation fees are charged starting at the equivalent of one hour of labor based on your market. For orders valued at $1000 or higher, the cancellation fee will be charged at 20 percent.

Professional packing and unpacking services are available as an add-on to your move in every market except Nashville, Tampa, and Orlando.

Packing price is contingent upon a walk-through or video conference that our team will schedule with you after booking. Your items will be packed the day before your move. If selected, unpacking will happen the day after your move. The provider fulfilling your packing services is not guaranteed to be the same provider fulfilling your move.

You will be charged until after your move or delivery is complete. At that time, you’ll be able to complete payment within the app and add an optional tip.

Order reschedules and cancellations must be made at least 24 hours prior to the service window or you will be charged a cancellation fee, starting at the equivalent of one hour of labor based on your market. For orders valued at $1000 or higher, the cancellation fee will be charged at 20 percent. You will not be charged for any reschedules or cancellations before that time period.

If you book within 24 hours of your service window and decide to cancel or reschedule, you will be charged the cancellation fee to the card on file.

You will receive a text message and confirmation email with additional information on how to prepare for your big day! The day before your order, we’ll send you an SMS reminder with your arrival window. On the day of the order, you will receive a notification and SMS when the crew is on their way. After your move, you’ll be able to pay and tip directly from the app.

If you booked an “only specific items” move and you have more items to add, please reach out to our Gozova support and we will gladly add those to your order. We can also take items off that are no longer needed. 

Please remember that we select the vehicle we send for your order based on the items listed (itemized orders only) and need time to schedule the correct crew. We ask that you please submit all final changes within 24 hours of your move.

We work with a network of top rated providers to ensure that you receive the highest quality crew for your job. Crew members are background-checked, we provide blankets, straps, and plastic wrap for transportation, and all items include coverage for both small deliveries and household moves. Please keep in mind that Labor Only orders do not include insurance for the items.

Please make sure your large items are disassembled and boxed prior to the crew’s arrival. We will provide moving blankets, straps and plastic wrap. Our flat rate moving services only include light disassembly and reassembly such as headboards, footboards, and table legs.

On the day of your order, you will get an in-app notification when the crew is on their way to the pickup location. You will then be able to track them in the app as they transport your items to the destination.

When the order is completed, you’ll be able to pay and tip in the app with no cash needed. Please remember to let us know how we did by rating us in the app and leaving a review on any of our social media accounts!

We will send you an in-app notification and text message when your crew is on their way keeping you informed every step of the way so you don’t have to wonder when your crew will arrive. We do ask that you are at the location for moves. If it’s a store pickup, simply send us a picture of the receipt and we’ll take care of the rest, delivering it straight to you!

When booking your order you chose a one hour window. Your moving crew will arrive within that one-hour window, but you will receive an in-app notification and text message when they are on the way and when they have arrived. You can track your crew and items along the way in the app.

Yes, you, or a designated individual, will need to be present for your move to let the moving crew into your residence and to answer any questions about moving your items.

Yes, the crew will make sure your items are placed exactly where you want them. Contact-less delivery is also available upon request, in which case your items would be left at your doorstep to adhere to social distancing practices.

Light disassembly and reassembly such as headboards, footboards, and table legs is included. If other larger items need to be taken apart, we ask that you disassemble them ahead of time.

Our team is monitoring weather conditions daily. Safety of our movers and customers is our most important duty. If inclement weather conditions are severe or make us unable to fulfill your move at the scheduled day and time, we will notify you and coordinate a day or time when conditions are safe to proceed with the move. If you have any concerns or questions about weather conditions for your move, please contact us at info@gozova.com or start a chat with us now from the bottom right of your screen.