Moving FAQ

Honest answers to your moving and delivery questions.

We have compiled a comprehensive list of moving and delivery frequently asked questions so you are well informed during your moving experience.

General:

HelloYugo is the most trusted and highest rated moving and delivery company in Toronto. We pride ourselves in delivering reliability, results, safety, world-class and comprehensive customer service that sets us apart from our competitors.
The city’s only *on-demand mover, offering moving to fit your needs.
HelloYugo stands out for its commitment to excellence, personalized moving service, experienced moving crew, and a comprehensive range of moving solutions. Unlike other companies, our prices are flat and fair. Our goal is to provide a stress free and positive moving experience tailored to the unique needs of each client. We also pride ourselves with being one of the first eco-friendly moving company in Toronto.
Yes, we are licensed and insured. By default, your belongings will be covered with our BASIC insurance coverage of up to $15,000 included in your quote.
Optionally, our Premium & Comprehensive value protection covers up to $30,000 to $50,000 per move with up to $2 million in coverage for property damage. These options are avaialble at an additional cost. We are happy to send over our COI.
Our staffs are also covered with WSIB coverage as well.
All glass, marble and wood surfaces are wrapped in commercial-grade moving blankets. All fabric surfaces are covered in plastic wraps.
It's recommended to schedule your move as early as possible to secure your desired moving date. For local moves, booking 1 - 2 weeks in advance is typically sufficient, while long-distance moves may require more advanced notice. Contact us to discuss your specific timeline and availability.
We calculate your moving price based on the following factors;
- The average volume of the item/inventory list provided by the client and the items that are being moved
- The distance between the locations
- Any special moving requirements
- Accessibility of the truck
- Date and time of the move
We accept credit/debit card payments through our online payment form as well as certified checks, e-transfer as a method of payment.
Yes! To reserve a crew & a truck we require a $100 deposit. Don’t worry, this payment goes towards the total of your moving cost.
To reserve a crew we require a $100 deposit, which goes towards the total of your moving cost. The remaining balance is due one business day before the move.
No! We appreciate you for wanting to help but there is no need to assist the movers with your service. Any help received by the customer during a service nullifies our insurance. Don’t worry, our team can handle it all ;)
HelloYugo provides a wide range of moving services, including residential moves, commercial and office moves, local relocations, long-distance moves, packing and unpacking services, white glove services, single item delivery and event & special moves. Our goal is to tailor our services to meet the unique needs of each client.
In Toronto and the GTA, the best day to move is Sunday because traffic is lighter and parking is easier. If your building doesn’t allow weekend moves, aim for Tuesday or Wednesday since fewer people move midweek.
Early mornings around 7 a.m. to 9 a.m. are ideal. Traffic is lighter, and parking spots haven’t been claimed yet.
Our office lines are open Monday through Friday from 8 a.m. to 6 p.m. and Saturday from 9 a.m. to 4 p.m. We schedule and perform moves every day between 8 a.m. and 8 p.m.

Pricing

To eliminate the surprises on your move day, our quotes are calculated in a guaranteed pricing system. That means it’s not an estimate by the hour that is bound by delays and will never be accurate. This quote is also not based on weight, which can easily be abused by unscrupulous movers.
We calculate your guaranteed price based on the list of items, based on the accessibility of the truck and based on the distance between the locations.
We calculate your moving price based on the following factors;
- The average volume of the item/inventory list provided by the client and the items that are being moved
- The distance between the locations
- Any special moving requirements
- Accessibility of the truck
- Date and time of the move
Depending on the size of your move, your moving crew will consist of 2/3/4 or 5 man crew! For a one-two bedroom apartment a 2-3 man crew is the most common, whereas we send crews with more members upon request
No. Our flat‐rate moving price covers labor and truck time only. Boxes and packing supplies aren’t included. If you need packing services or materials, you can add them for an additional fee during booking.
Depending on the size of your move, your moving crew will consist of 2/3/4 or 5-man crew! For a one-bedroom apartment, a 3 man crew is the most common, whereas we send crews with more members upon request
The number of flights of stairs will always be noted on your contract with us and included in the one all inclusive price you have confirmed with our moving specialists.
We accept credit/debit card payments through our online payment form as well as e-transfer, certified checks as a payment method.
Yes. Boxes cost extra and can be added during booking. We will leave you to box up your personal belongings that can be easily fitted in a regular size box. Boxes and packing supplies can be provided if we upgrade your moving package to include packers & packing supplies, so you don’t have to lift a finger!
Our estimates are accurate 90 percent of the time. We allow up to a 5 percent discrepancy in inventory, so if you end up with a 5,6 extra boxes over the estimated number, we’ll take care of it, keeping your quote the same. Don’t just take our word for it, but check out reviews on our social platforms!
While tipping is completely up to clients discretion, if you are fully satisfied with your moving crew performances, we recommend tipping in the amount of 15-20% of a move total.
A tip is not included in your moving quote – while tipping is completely up to clients discretion, if you are fully satisfied with your moving crew performances, we recommend tipping in the amount of 15-20% of a move total.
If you, for any reason, need to cancel your reservation, give us a 48 hours notice, so we can keep our trucks busy, and your $100 deposit will be fully refunded to you within 2-4 business days of giving us notice.

Protection & Insurance

By default as required by Consumer Protection Ontario, your belongings will be covered with free BASIC coverage of $0.60 cents per pound per article (item). However, you ARE able to additionally insure your items, by purchasing additional insurance, and choosing the level of liability & deductible levels. We recommend you speak to your moving conceirge.
We calculate your guaranteed price based on the list of items, based on the accessibility of the truck and based on the distance between the locations.
We will prepare & send your Certificate of Insurance before the move, upon request. Our moving consultants will walk you through process, and make it simple – COIs will be sent to you and your building’s management, as an email attachment.
We will protect furniture with plastic, before applying moving blankets.
No. You cannot pack jewelry or important documents with your move. We won’t move these items and won’t be liable if they are packed without our knowledge. Pack and transport them yourself and keep them secure during your move.
Your dressers and all furniture pieces should be empty before the move to ensure safe, proper transport. If you upgraded to include full packing service, our crew will handle packing for you.
Check our detailed How to Guides on our resources page, but a few guidelines for self packing of your belongings are:
• Keep similar items together in the same box
• Pack everything from one dresser or furniture piece in the same box
• Use small boxes for books and CDs
• Use medium boxes for fragile items and electronics
• Use large boxes for linens and clothes from dressers
• Make sure each box weighs no more than 35 lb. If you can lift it, it’s good to go
Just pack up your documents and jewelry and keep them with you. Everything else you can leave to our crew—they’ll handle it all. Feel free to point out any special instructions or preferences before they start, and they’ll make sure everything is packed just how you want.
Here’s a quick list of items our team will not transport:
- Hazardous materials such as gasoline, propane tanks, paints, solvents, and flammable liquids
- Explosives, ammunition, or fireworks
- Perishable food items and plants
- Live animals or pets
- Illegal substances or contraband
- Cash, securities, and valuable jewelry (keep these with you)
- Medical waste or biohazard materials
- Any item that exceeds local weight or size restrictions without prior approval
If you’re unsure about something, just let us know before moving day. We’ll help you figure out the safest way to handle it.

During & After the move:

Absolutely! If you have fewer items than expected, just let your foreman or give us a call before loading wraps up. We’ll update your inventory and refund the difference—no hassle.
No problem! If you have more items than quoted, just let your foreman or give us a call before loading wraps up. We allow up to 5% extra at no cost. If it goes beyond that, we’ll update your quote on the spot to cover the additional items.
If you’ve got extra items at the last minute, just call our team with your reference number and we’ll update your quote. If those extras add a lot more volume, try to let us know before the crew arrives so we can come fully prepared and adjust our schedule.
We operate and own a large commercial fleet of moving trucks, and can accommodate any size move.
Sizes of our trucks are:
- 13ft Extended Sprinter to 16ft Trucks (studio/one bed apartment)
- 20ft (two bed apartment)
- 26ft (three + bed apartment & house)
No matter the size of your move we will bring as many trucks as needed to complete your move efficiently & securely.
Our 8AM-8PM/6 days a week call center at (647) 370-4525
First, give your movers a chance to inspect the damage on the spot. Let your foreman know right away and take photos for documentation. If you spot anything after they leave, call our office as soon as possible (647) 370-4525. Ideally the same day so we can start a claim.
We’ll walk you through the simple claims process:
1. Send us photos and a brief description of what happened.
2. Provide your move reference number and any inventory details.
3. We’ll review your basic coverage, and if you added a declared-value rider, we’ll factor that in.
4. Once approved, we’ll arrange compensation or repairs based on your coverage level.
We want to make it right. Just keep us in the loop, and we’ll handle the rest.
Sorry, we don’t uninstall AC units or TVs. Please hire a professional to handle those before moving day.
Your foreman will have your inventory list and contract right there. Before they start packing, they’ll walk through your apartment with you. You can point out any items you’re leaving behind. Once they know what stays, they’ll use the list to make sure they only load what you want moved.
When we unload at your new place, just point out where you’d like each piece, and our crew will place the furniture exactly as you direct. If you have any special requests, like reassembly or moving heavy items after they’re down, let us know before your move, and we’ll make sure you’re covered.
Our crew usually skips lunch breaks so we can keep your move moving smoothly. If your move will run 6 hours or more, our foreman will let you know if any breaks are needed.
Note: Your flat-rate quote won’t change based on how long the move takes.

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You won’t find a company like us. Ask our customers.

★★★★★

Called HelloYugo last minute, and he responded promptly and quickly! Very responsive and communicated consistently. My first time using moving services, and Yugo and his team made my move seamless.

Bemnet Damcha, Toronto

★★★★★

Recently used them to pick up a sofa that we had purchased and deliver to our basement apartment. Couldn’t be more pleased with the rates and the absolutely top-notch service. Clear communication, on time…

Glenn Marsh, Pickering

★★★★★

HelloYugo provided very prompt and professional communication and adhered to timelines perfectly. They did a great job moving some huge and fragile cabinets with glass across Toronto……

Steven, Toronto

★★★★★

I have worked with so many moving companies over the years but nothing beats this one. I had a fantastic experience with Hello Yugo! The team was professional, efficient, and courteous throughout the entire process…..

Ron Paul, Toronto