For Delivery Questions Call: (888) 680-7200 + Ext:
LA: Ext. 102
NY: Ext. 131
SF: Ext. 135
Customer Service Hours: Mon - Fri, 8:00 am - 4:00 pm (PST)
888-680-7200 Ext. 2
Delivery Radius (150 miles)
We only deliver within 150 miles radius from our NY/LA/SF branches. If your final destination is outside this radius, you might want to book with a different company. If you do move with us, and your delivery radius ends up being greater then 150 miles, your items will be shipped to the destination city branch, and from there you will need to make arrangements (at your own cost) to pick up your items yourself, or have them picked up by a different company from our branch warehouse.
Delivery Time Frame Policy
Option 1: on your contract or out of storage form you will find an "earliest delivery date" field. If you are ready for delivery as soon as possible, the delivery time frame is 5 to 15 calendar days.
** The count starts the day after pickup or out of storage date.
Option 2: Due to logistical reasons, when entering "Earliest delivery date" which is 8 calendar days or greater from the day after your pick up or out of storage date, your delivery time frame will be the "Earliest delivery date" + 7 calendar days.
** Count starts the day after pickup or out of storage date.
Late Delivery Compensation: $100 for every day late per policies described above.
Restrictions: If the majority of your shipment has been delivered on time, but for any reason, one or few item/s are still behind, then our "Late Delivery Compensation policy" will not apply for those items. Instead, you will be paid a one time $150 flat fee as a "Compensation for late arrival of one, or few item/s". Note that the rare occasions of missing items are a separate matter, and need to be handled by our claims department. Delays to shipment due to - bad weather conditions, delivery location restrictions, blocked dates/hours by client - will be excluded from "Delivery time frame" countdown and compensation. "Delivery time frame" count will starts only after at least 50% of total contract amount is paid, per our payment guidelines. If no delivery address has been provided, or if your requested delivery date is more than 30 days after your pick up date, your items will be stored automatically at pick up city & you will need to contact CNYX for delivery arrangements.
Guaranteed Delivery Date Service
For an additional charge of $250 min - $500 max (based on $1 per cubic foot) your items will be delivered on a pre-determined date chosen by you (based on availability).
Either the customer or an authorized Third Party agent must be present to accept delivery. Our office will make delivery arrangements with the customer or agent at least 24 to 48 hours prior to delivery. We deliver 6 days a week (no Sunday delivery) and on some holidays, from 7am to 10pm. On delivery day, please allow us up to a 5-hour window. If you wish to check on your shipment status, it is your responsibility to contact our office.
Some buildings have very strict requirements when it comes to documentation and move date/time windows. The more notice we receive and the better the requirements are communicated with us, the better we can work together to ensure the move goes smoothly. However, due to the nature of moving, be advised that not always we are able to meet your building date/time windows, and also, unexpected delays may occur. In such cases, we will work with you towards the best possible solution.
Third Party Authorization
If a customer cannot be present for delivery, a Third Party Authorization form must be completed, allowing another individual to act on your behalf. Form must be completed and returned to our offices prior to delivery. CNYX will not release items to any unauthorized person.
If for any reason a customer is not ready at the pre-arranged pickup/delivery time and our crew must wait, a thirty-minute wait period will be graced after which a charge of $20 per hour/per crew member will apply.
Parking Space Reservation
Please do your best to reserve a parking space for our truck on move day (approx. 35ft.+), contact your relevant city authority if needed. If a proper parking spot will not be available on move day, our driver will discuss alternative options with you. If a parking citation is issued, CNYX is to be reimbursed by the customer.
Upon delivery, cash will be accepted. If you wish to pay by credit card, a 2.75% surcharge will apply - Visa, MC, Discover - NO AMEX. Important: cardholder MUST be present. If you won't be present, payment needs to be arranged with our office prior to delivery date, during business days/hours. Balance needs to be paid in full prior to unloading the shipment. If billed, full payment needs to be received prior to delivery. If payment is not received by delivery date, your shipment will be stored at the nearest CNYX warehouse and a re-delivery charge will apply. CNYX reserves the right not to accept credit cards at any point.
Charge applies from the 21st step and up, by sets of 20: fee is waived for 15 items or less* (*normal size/weight items, up to 40 stairs), 16 items to 350 cf = $100, between 351cf & 700cf = $150, 701 cf & up = 180. From the 41st step and up, additional charge of $50/$50/$75/$90 (based on cf) will apply per each extra 20 steps. If applicable, charges will be assessed and applied by foreman on move day (Count starts from ground floor). Anything above 6th floor is considered extreme, and will require special office approval and additional fee.
Charge applies when distance between our truck and your Apt/home/office/storage unit's front door is greater than 120 feet. Charge guidelines: fee is waived for 15 items or less (normal size/weight items / if over 240 feet in distance $75 charge will apply), 16 items to 350 cf = $100, between 351cf & 700cf = $150, 701 cf & up = $180. If over 240 feet, additional charge of $50/$75/$90 (based on cf) will apply per each extra 120 feet. If applicable, charges will be assessed and applied by foreman on move day.
Multiple Delivery Locations
$150 will apply for each additional location. Travel charge will apply on top if any of the locations is over 30 miles radius; calculating the miles based on distance between our branch and the farthest location.
Applies when your pick up or delivery location address is more than 30 miles from our local office location zip code (NJ 07073 / SF 94124 / LA 90201). Charge is calculated one-way at $2.50/mile.
Placement of Furniture
Our crew will place any furniture articles wherever you direct them, one time only. They will unwrap furniture and will reassemble anything that we disassembled at the pick-up location, with the exception of mechanical, electronic or special items.
Wrapping Disposal Service
By default, all wrapping materials will be placed in recycle bins at client's residence (wrapping removal). Upon request, crew will take all wrapping materials with them. (Charge based on contract cf, at $75/500cf increments).
Clients will sometimes request that one or more items from the shipment be delivered to an additional location not originally included in the contract. This can only be facilitated if the delivery fits within our crew's schedule. An additional charge will apply per dispatch office assessment. This added service can be performed only after the customer provides our foreman with a letter specifically releasing CNYX from any liability for damage to these items.
Door or Window Removal
If such action required, the first 15 minutes are free. Additional time will be charged at a rate of $5 per 15 minutes increments/per crew member, including the time needed to reinstall doors or windows. Due to the fact that these procedures involve high-risk for damage, customer must sign a waiver accepting responsibility for any damages to items or premises before work begins.
Hoisting or Lowering of Items
In order to perform such action, on pickup/delivery day our foreman must do an on-site safety check and approval. If action is determined safe, the foreman will quote a price to the customer. If not safe, customer will need to contact a professional company on his time and expense. Due to the fact that these procedures involve high-risk for damage, customer must sign a waiver accepting responsibility for any damages to items or premises before work begins.
Articles That Won't Fit at the Delivery Location
It is the customer's responsibility to make sure that items will fit into the delivery location. If any item(s) do not fit, you have the option of storing them in CNYX storage. If you take advantage of this option, a new contract must be signed and appropriate moving and storage fees will apply. If you do not choose this option, our crew will place the item(s) on the premises in the safest, most convenient place possible.
You are not obligated to give a tip although it is customary within the moving industry & much appreciated. If you choose to tip, it is best to hand it to each mover personally. Amounts range from 3%- 5% to the crew on each side; depending on your appreciation of the crew's work quality & move size. Under no circumstances should you feel pushed to give a tip. If you sense the slightest pressure coming from any crew member please contact us immediately
If you are unable to receive delivery for any reason on the date we mutually agreed upon, your goods will be placed in storage until you are able to receive delivery, with the submission of the storage release form. You are responsible for all storage charges incurred as a result. In addition, you will be charged a re-delivery fee ($300 min; based on $1 per cubic foot). Additional travel charges will apply for any delivery over 35 miles from our branch.
Unprepared for Delivery
If your shipment is already in transit (per your "ready for delivery" request), but for some reason you are no longer ready for delivery, your goods will be placed in storage until you are able to receive delivery. You are responsible for all storage charges incurred as a result. In addition, you will be charged a one time transfer fee ($250 min - $500 max; based on $1 per cubic foot). Additional travel charges will apply for any delivery over 35 miles from our branch.
Deliveries are sometimes performed after normal business hours. In such cases, balance must be paid in full as requested by our formen. If there is a balance dispute, please call CNYX during normal business hours and our representatives will review the charges with you. We appreciate your understanding on this matter.
Filing a Claim
If you purchased additional Insurance; please contact your insurance company directly. If you did not purchase additional insurance, please contact our Customer Service Department which will guide you through the procedure. You have up to 9 months after delivery date to file a claim.
Rights and Responsibilities
Credit Card Agreement
Terms and Conditions
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