Damage claims process

Report the issue

Email foxanddolly@gmail.com with your booking reference, contact information, the item or property involved, what happened, and when the issue was discovered. If possible, notify the crew before they leave so the condition can be observed together. Follow any claim deadline stated in your signed move documents.

Include helpful evidence

• Clear photographs of the full item and the specific damage.
• Photographs from before the move, if available.
• Purchase receipt, model number, age, and original cost.
• Repair estimate or replacement information when requested.
• A description of the packing and who prepared the item.

Preserve the item

Do not discard, repair, alter, or replace the item before we have a reasonable opportunity to inspect it, unless immediate action is needed to prevent further damage or protect safety. Keep packing materials and damaged components when practical.

Review process

We will acknowledge the claim, review crew notes, submitted photographs, inventories, preexisting condition, and the valuation option selected for the move. We may request additional documents or an inspection. The time needed depends on the nature of the claim and the involvement of an insurer or repair professional.

Common limitations

Responsibility may be affected by preexisting damage, ordinary wear, inherent defects, mechanical or electronic malfunction without visible external damage, inadequate customer packing, concealed contents, undisclosed fragility, or customer-directed handling. The signed contract and valuation election control the available resolution, subject to applicable law.

No waiver of rights

This process does not eliminate any non-waivable customer right. Florida customers may also contact the Florida Department of Agriculture and Consumer Services regarding household moving services.