Customer Service

If you have a question regarding your move, please refer to the frequently asked questions listed below. If your question is not answered, please contact your United agent directly for more information. Our Customer Service department  is also available to assist you.

What United agency services my area?
Visit our Agent Finder to locate an agency that services your area.
How can I obtain an estimate or request information?
Contact a United agent in your area, or submit an online request.
When is my shipment due to deliver?
  • Check your Bill of Lading. The delivery dates are available in the upper left corner.
  • Contact your move coordinator at the agency that booked your move.
  • You can check the status of your shipment by entering your order number into our online tracking system.
Who do I contact if my shipment is delayed beyond my stated delivery dates?
Contact your salesperson or move coordinator at the agency that booked your move.
My shipment was delivered after the stated delivery spread, what now?
Full-service household goods move – Contact your salesperson or move coordinator at the agency that booked your move.

In those cases where a delay in the loading or delivery of your shipment occurs, you may be eligible to receive a reimbursement of $100 per day.  If we are moving your automobile under our household goods tariff and a delay occures, the rental reimbursement is $30 per day. 

While additional restrictions may apply, we offer these general guidelines:
  • On delays at origin, compensation begins at 5 p.m. on the last day of the load spread as stated on the Bill of Lading, and ends the morning of the actual load date.
  • On delays at delivery, compensation begins at 5 p.m. on the last day of the delivery spread as stated on the Bill of Lading and ends the morning of the delivery date.
  • You must request this compensation in writing within 30 days of the date your delivery occurs. If the delay involves an automobile, you must also submit a detailed receipt from a commercial car rental company.
  • Your shipment must weigh, or be rated at, a minimum of 3,500 pounds. This weight requirement does not apply on full-service container moves or automobiles.
  • Your shipment must load and/or deliver in part or in whole direct from or to your residence.
  • Compensation does not apply when an entire shipment loads from or delivers to a storage facility of any kind.
  • Compensation does not apply on any overflow (it didn't fit with the rest of the shipment and was transported separately) portion of a shipment.
  • Delay compensation may not apply on delays that are the result of circumstances beyond the carrier’s control such as, but not limited to, weather, mechanical breakdown, strikes, lockouts, Acts of God, governmental action,  etc.
  • Compensation is capped at the adjusted transportation charge.
Commercial special products shipments: Contact the agent that booked your shipment regarding the delay. Your shipment could be eligible for a 25 percent service guarantee refund of the billable linehaul charges.

International shipments: Contact our International customer service department at 800-325-3924.
Who do I contact if the delivery crew didn't reassemble items that were taken apart by the crew at origin?
Contact your salesperson or move coordinator at the agency that booked your move.
What should I do if I receive a balance due invoice when I have already paid the van operator?
You must be prepared to pay 100 percent of a bound estimate and up to 10 percent more than the estimated amount at the time of delivery if your goods are moving under a non-binding estimate. Any additional services that were not included in the estimate but incurred during the move may be subject to billing. See your Rights and Responsibilities manual for specific information regarding additional charges.

Contact your salesperson or move coordinator at the agency that booked your move.
Who do I contact if my move has been incorrectly billed?
Contact your salesperson or move coordinator at the agency that booked your move.
Who do I contact if my household goods were damaged during the move?
Full-service household moves 
  • Contact your salesperson or move coordinator at the agency that booked your move.
  • If your move coordinator is unavailable, contact the United Claims Department at 800-325-9970 for assistance.
  • Complete an online claims request.
Government/Military household moves 
  • Military moves - For damage or missing items claims, contact your destination transportation officer.
**Notify us within 75 days of any concealed damage or missing items claims that were not noted at time of delivery.

Customer Service

Contact our customer service department.

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