Even with the best planning, moving day can throw you a curveball. Maybe the dining table arrives with a fresh gouge, a dresser drawer is cracked, or the sofa has a tear that definitely wasn’t there when it left your old living room. When that happens, it’s easy to feel stuck between frustration and confusion—especially if you’re not sure what you’re “allowed” to do, what to document, or how claims actually work.
This guide walks you through a clear, practical game plan for what to do if movers damage your furniture. You’ll learn exactly what to check before the truck leaves, how to take photos that actually help, what to say (and not say) in the moment, and how to file a claim without dragging it out for weeks. Along the way, we’ll also cover how to reduce the odds of damage in the first place—because prevention is always cheaper than repair.
One quick note before we dive in: the steps below apply whether you hired a local crew for a short hop across town or a long-distance carrier. The paperwork may have different names, but the logic is the same—document, communicate in writing, and meet deadlines.
First things first: pause, inspect, and keep the scene intact
When you spot damage, your instincts might be to move everything out of the way, start cleaning up, or immediately try to “fix” it. Resist that urge for a few minutes. The most important thing you can do right away is preserve the evidence and capture the condition of the item as it arrived.
Start by stopping the unwrapping process for that piece. If the damage is on a tabletop corner, for example, and the mover is halfway through removing padding, ask them to pause so you can photograph the protective materials and how they were applied. If something looks like it shifted in the truck, you want photos that show the context, not just the scratch.
Also, keep any broken pieces (like snapped legs, loose trim, shattered hardware, or cracked veneer) together in a bag. Don’t throw anything away. Small parts can help prove the nature of the damage and may be needed for repair estimates.
Do a quick “high-risk items” sweep before the movers leave
It’s surprisingly common for damage to be discovered after the crew is gone—when you’re finally unpacking in peace. That’s understandable, but it can complicate the claim because the mover may say the damage happened after delivery. While the movers are still there, do a fast sweep of items most likely to be affected: tables, bed frames, dressers, mirrors, TVs, upholstered pieces, and anything with glass or delicate finishes.
You don’t need to inspect every spoon and book. Focus on furniture surfaces, corners, legs, drawer rails, and joints. Open and close drawers to ensure they track properly. Check that shelves are seated and that doors align. Look at the underside of items that were carried through tight staircases—scrapes often hide there.
If you’re doing a move where everything is wrapped in blankets and shrink wrap, ask to inspect the piece before the wrapping is discarded. Wrapping can hide damage, and once it’s removed and tossed, it’s harder to show whether protection was adequate.
Get the driver or crew lead involved, calmly and immediately
When you find damage, keep your tone calm and matter-of-fact. You’re not “accusing” anyone—you’re documenting an issue that needs to be resolved. Ask for the crew lead (or driver) and show them the damage while the item is still positioned as delivered.
Then ask what the company’s process is for documenting damage on delivery. Many movers have a standard “exception sheet,” “delivery receipt notations,” or an app-based report. You want the damage noted in writing before anyone leaves.
If the mover tries to rush you, politely insist that you need a few minutes to document. This is normal. Professional crews see claims from time to time; the key is to handle it cleanly and on the record.
How to take photos that actually help your claim
Not all photos are equally useful. A close-up of a scratch proves something is scratched, but it doesn’t always prove when it happened, what item it belongs to, or how severe it is in context. Your goal is to create a photo set that tells a story: what the item is, what the damage is, and how it relates to the move.
Think like an insurance adjuster for a moment. If someone who wasn’t there looked at your photos, would they understand which piece is damaged, where it is, and what changed? If the answer is “maybe,” take more photos.
Use the “wide–medium–close” photo sequence
Start with a wide shot showing the entire piece of furniture in the room. This establishes identity and context (for example, “this is the walnut dining table that was delivered today”). Next, take a medium shot that frames the damaged area within a larger portion of the item (like the corner of the tabletop including the leg). Finally, take close-ups that capture detail—scratches, dents, tears, cracks, and any exposed wood or broken hardware.
If the damage involves alignment (like a door that no longer closes), take a photo that shows the misalignment clearly. For drawers, a short video can be helpful: record the drawer sticking or the rail grinding. Still photos plus a 10–15 second video can make a claim much easier to evaluate.
Include a reference object for scale if it helps—like a coin, ruler, or tape measure—especially for dents and chips. Don’t overdo it; just make it easy to see the size.
Photograph the packing materials and any labels
If the furniture was wrapped, take photos of the blankets, stretch wrap, cardboard corners, and any specialty packing (like mirror cartons). If there’s a puncture through padding, photograph that too. If the piece was unwrapped and you suspect it should have been protected, capture that as well.
Also photograph any labels, inventory stickers, or handwritten numbers attached to the item. Those identifiers can tie your photos to the mover’s inventory list, which can matter if the company handles many items that look similar (think: matching nightstands).
If the item arrived in a box and the box is crushed, photograph all sides of the box before it’s opened, plus the packing inside. For furniture, this often applies to flat-pack pieces or items shipped in manufacturer packaging.
Write it down on the paperwork before you sign
This step is where many people accidentally weaken their own case. Movers typically ask you to sign a delivery receipt or bill of lading at the end of the job. That signature can be interpreted as “everything arrived in good condition” unless you note exceptions.
If you see damage, you can still sign, but you need to write clear notations on the paperwork (or in the digital form) describing what happened. Be specific: name the item, describe the damage, and note the location on the item. “Scratched table” is vague; “Walnut dining table: 3-inch gouge on top surface near northeast corner” is much stronger.
Use precise language and avoid guessing the cause
Stick to facts you can observe. Don’t speculate (“must have fallen off the truck”) unless you actually saw it happen. You can say, “Delivered with damage observed at time of delivery.” If you did witness the incident, note that: “Observed drop during carry; leg cracked on impact.”
Also avoid language that could be interpreted as accepting the item “as is.” If someone says, “Just sign and we’ll take care of it,” you can respond with, “I’m happy to sign after we note the damage on the paperwork.”
Take a photo of the completed paperwork (or screenshot the digital acknowledgment) that includes your damage notes. Keep it with your move folder along with your photos and any emails.
If you discover damage after the crew leaves
Sometimes you won’t find it immediately—maybe it’s on the back of a bookcase or under a rug. If that happens, don’t panic. You can still file a claim, but you’ll want to act quickly and document thoroughly.
As soon as you notice it, take the same “wide–medium–close” photos. Then send a written notice to the moving company (email is fine) describing the item, the damage, and when you discovered it. Keep the message short and factual, and attach a few representative photos.
The key here is timing. Many moving companies have strict windows for reporting, and the earlier you notify them, the less room there is for disputes about when it happened.
Understand what “valuation” means (it’s not quite insurance)
A lot of people assume movers automatically carry “insurance” that pays full replacement cost for anything damaged. In reality, moving companies typically offer different levels of liability coverage called valuation. The level you selected (or defaulted into) can affect what you’re entitled to receive.
Even if you’re not a paperwork person, it’s worth understanding the basics so you know what to request and what a fair offer looks like. This isn’t about being adversarial—it’s about being informed.
Released value vs. full value: why payouts can vary wildly
Released value coverage is often the default and may be very low (commonly a set amount per pound per item). That means a heavy but inexpensive item could get a higher payout than a light but expensive one, which feels backward—but it’s how that coverage is structured.
Full value protection (sometimes called full value coverage) generally means the mover is responsible for repair, replacement, or cash settlement up to the declared value, subject to terms and deductibles. The mover may choose the remedy (repair vs. replace), and there may be limits for high-value items unless they were declared in advance.
If you’re unsure what you selected, check your estimate, order for service, or bill of lading. Knowing your valuation level helps you set expectations before you spend time gathering repair quotes.
Third-party insurance and homeowners/renters coverage
Some people buy third-party moving insurance, especially for high-value shipments. Others rely on homeowners or renters insurance, which may cover certain types of damage depending on the policy and cause (and may exclude professional moving incidents). If the mover’s valuation is limited, these other options can sometimes bridge the gap.
If you’re considering filing with your own insurer, ask about deductibles and how a claim might affect future premiums. Sometimes it’s better to pursue the mover first, then use your policy only if needed.
For valuable antiques, artwork, or designer furniture, it can be worth getting a quick policy review before moving day. But if you’re reading this after damage already occurred, focus on documenting and meeting the mover’s reporting deadlines first.
Filing a claim that doesn’t get stuck in limbo
Claims often drag on when information is incomplete. The moving company asks for more photos, you send them, then they ask for receipts, then they ask for repair estimates, and suddenly a month has passed. You can speed this up by submitting a clean, organized claim packet from the start.
Also, keep everything in writing. Phone calls are fine for clarifying process, but always follow up with an email recap so there’s a record of what was said and when.
What to include in your initial claim submission
At minimum, include: your move date, order or registration number, pickup and delivery addresses, the name of the damaged item, and a clear description of the damage. Attach a small set of photos (you can offer to provide more if needed). If you have the inventory number sticker photo, include that too.
If you have proof of value—receipt, invoice, or a comparable listing—include it. If the item is older or custom, provide context: brand, model, approximate purchase date, and any identifying details. For antiques, an appraisal can help, but it’s not always required.
Finally, state what resolution you’re seeking. If the item is repairable, request repair. If it’s not, request replacement or a settlement. You don’t have to be aggressive—just clear.
Repair estimates: how many, and from whom?
Some movers will request one estimate; others may ask for two. If you can, get an estimate from a reputable furniture repair specialist (not just a general handyman) because it carries more weight. Upholstery tears, veneer damage, and finish repairs often require specialized skills.
Ask the repair shop to write the estimate in plain language: what’s damaged, what work is required, and the cost breakdown. If the repair will never fully restore the item (for example, a deep gouge in a visible tabletop area), request that the estimate note any expected cosmetic difference after repair.
If the mover offers to send their own repair vendor, you can ask questions about scheduling, warranty, and whether you’ll be able to inspect the work before signing off. It’s reasonable to want repairs done properly, not just quickly.
When the moving company offers a settlement: how to evaluate it
At some point you may receive a settlement offer. It might be a repair authorization, a cash amount, or a mix (for example, “we’ll pay for repair up to $X”). Before you accept, compare it to your valuation coverage, your estimates, and the real-world impact of the damage.
It’s also okay to ask how they calculated the number. Some companies apply depreciation, consider weight-based limits, or reference policy terms. Understanding the logic helps you decide whether to accept, negotiate, or escalate.
Cash vs. repair: what’s better for you?
Repair can be a great outcome if the piece can be restored well. It saves you the hassle of shopping for a replacement and may preserve matching sets. But repair isn’t always ideal—especially for structural damage that could shorten the furniture’s lifespan.
Cash settlements offer flexibility, but the amount might not reflect replacement cost, especially under released value coverage. If the cash offer wouldn’t actually allow you to replace the item with something similar, you can respond with additional documentation (like comparable listings) and request reconsideration.
If the item is part of a matching set (like two nightstands) and only one is damaged, mention the set issue. Replacing one piece may create a mismatch that matters in real life, even if it’s harder to quantify.
Get the agreement in writing before repairs begin
If the mover agrees to repair, ask for written confirmation of what’s authorized: the vendor, the scope, the maximum covered cost, and whether you owe anything out of pocket. This avoids surprises like a repair shop saying, “The mover only approved half of the work.”
If the mover agrees to a cash settlement, confirm whether accepting it closes the claim entirely. In many cases, cash acceptance is a final release. Make sure you’re comfortable before you sign anything.
Keep a folder (digital is fine) with every email, estimate, and photo. If the claim becomes disputed, this organization becomes your leverage.
Escalation options if you hit a wall
Most claims resolve without drama, but sometimes communication stalls or an offer feels out of line with the damage. If you’re not getting responses, or if the process feels unfair, you do have options.
The best escalation is usually structured and calm: follow the company’s internal process first, then move outward if needed. The more factual and organized you are, the better your odds of a quick resolution.
Ask for a supervisor review and provide a clean timeline
If you’ve been emailing back and forth without progress, request a supervisor or claims manager review. Include a timeline: move date, date damage was reported, what documentation you provided, and what you’re requesting now. Keep it short—bullet points help.
Attach the key documents again (delivery paperwork with notations, the best photos, and estimates). People are busy, and forwarding long email chains can bury the important details. Make it easy for a new reviewer to understand the situation in five minutes.
If you’re missing something they asked for, acknowledge it and provide it. Claims often stall because one required item isn’t submitted, and neither side realizes it.
Know the difference between local and interstate moves
Rules and oversight can differ depending on whether your move is within one state/province or crosses borders. Interstate moves in the U.S., for example, typically involve federal regulations and specific claim timelines. Local moves are often governed by state rules and the mover’s contract terms.
If you’re unsure which applies, look at your paperwork and the mover’s operating authority. This helps you understand what deadlines matter and which agency (if any) oversees complaints.
Even without getting into legal weeds, the practical takeaway is the same: meet deadlines, keep everything in writing, and don’t let weeks pass without follow-up.
Preventing furniture damage starts before the truck arrives
If you’re reading this before your next move, you’re in a great position to reduce risk. Furniture damage usually comes from a handful of predictable issues: poor packing, tight pathways, rushed carrying, inadequate truck loading, or fragile items not being prepped correctly.
While no move is completely risk-free, a little preparation can dramatically cut the odds of filing a claim later.
Do a quick “furniture prep” checklist the day before
Remove loose items: shelves, glass panels, and anything that can rattle. Bag and label hardware (screws, bolts, brackets) and tape the bag to the underside of the item or keep it in a clearly marked box. Take photos of complex assemblies before disassembly so you can prove what was there and how it fit.
For drawers, either remove them (if that’s safer) or ensure they’re secured so they don’t slide open. For doors, consider painter’s tape to keep them shut without damaging finishes. For upholstered items, have clean moving blankets ready and consider plastic wrap for stain protection—just avoid wrapping leather too tightly in hot weather.
If you have delicate finishes (high-gloss lacquer, soft woods, antique patina), tell the crew lead before they start. Some finishes mark easily even with normal handling, and it helps to set expectations and encourage extra protection.
Walk the route and protect pinch points
Most furniture damage happens at corners: door frames, stair railings, hallway turns, elevator thresholds. Before moving starts, walk the route from each room to the exit and remove obstacles—rugs that slip, wall art, narrow tables, and clutter.
Use corner guards or at least thick blankets on tight turns. If you’re in a condo, reserve the elevator and pad it if allowed. If you’re in a house, prop doors fully open so movers aren’t squeezing through half-open frames.
These small steps reduce both furniture damage and wall damage—because yes, claims can involve property damage too, and the documentation process is similar.
Choosing movers who reduce the odds of damage in the first place
Claims are easier when you’ve hired a company that communicates well and runs a disciplined process. But the best claim is the one you never have to file. If you’re planning an upcoming move, your mover selection matters more than most people realize.
Look for signs of professionalism: clear estimates, transparent valuation options, a written process for handling damage, and crews that treat packing like a skill (not an afterthought). Reviews can help, but also ask direct questions when you book.
Questions to ask before booking
Ask what protection they use for wood furniture, upholstery, and glass. Ask whether they use wardrobe boxes for hanging clothes and mirror cartons for large framed pieces. Ask how they label and inventory items, and whether you’ll receive a copy.
Ask about valuation coverage options and how claims are handled. A reputable mover won’t dodge the topic—they’ll explain it clearly. If they seem vague, that’s a red flag.
Also ask about crew experience and whether the same team will handle loading and unloading. Consistency matters, especially for fragile items and complex disassembly.
Why local experience can matter in Scottsdale, Paradise Valley, and Tempe
Local moves have their own quirks: tight HOA rules, gated communities, narrow driveways, multi-story homes with tricky staircases, and condo buildings with elevator reservations. Movers who know the area tend to plan better—right truck size, right crew size, and the right equipment for the job.
If you’re comparing options and want a team with strong local familiarity, you can look into experienced movers Scottsdale residents often rely on for careful handling and efficient logistics. The point isn’t just speed—it’s reducing those rushed moments where furniture gets dinged.
Similarly, for higher-end homes and stricter access requirements, a Paradise Valley moving service that’s used to navigating gated entries, long driveways, and premium finishes can be a practical advantage when you’re trying to protect furniture and property.
And if you’re moving around the East Valley and want a crew that understands apartment stairs, student moves, and busy traffic patterns, you might prefer to hire local Tempe movers for your next move so the team is prepared for the realities of parking, loading zones, and tight hallways.
What if the damage is minor—should you still report it?
Small scuffs and tiny chips can feel not “worth the hassle,” and sometimes they aren’t. But there’s a catch: minor damage can be a sign of a bigger issue, and it can also become more noticeable once the furniture is back in normal lighting and use.
A good rule of thumb is to document anything you might later regret ignoring. Reporting doesn’t necessarily mean you’re demanding a big payout—it means you’re preserving your option to address it if it turns out to matter.
Cosmetic damage that can worsen over time
A small veneer chip can expand if moisture gets in. A hairline crack in a chair joint can loosen with use. A tiny tear in upholstery can spread when someone sits down and the fabric stretches. These are the kinds of “minor” issues that can become expensive later.
If you’re on the fence, take photos and send a brief notice to the mover within the reporting window. You can always decide later whether to pursue repair. But if you miss the deadline, you may lose the option entirely.
If the mover asks whether you want to file a claim, you can say you’re documenting and will follow up after you assess repair options. Just make sure that approach aligns with their timelines.
When it may be reasonable to let it go
If it’s truly superficial and you’re confident you can touch it up easily, you might choose not to pursue it. For example, a tiny scuff on an unseen back panel might not be worth the paperwork.
Still, consider the broader pattern. If multiple items have fresh damage, even if each is small, it may indicate rough handling—and documenting all issues can strengthen the overall claim picture.
Ultimately, it’s your call. The goal is to make that decision intentionally, not under pressure at the end of a long moving day.
A simple email template you can copy and send
Sometimes the hardest part is just starting the message. Here’s a straightforward template you can adapt. Keep it factual, attach a few photos, and ask for the next step in their process.
Subject: Damage Report – Move on [DATE] – Order #[NUMBER]
Body:
Hi [Company/Claims Team],
I’m reporting damage discovered during/after delivery on [DATE] for order #[NUMBER].
Damaged item: [ITEM NAME + DESCRIPTION].
Damage: [CLEAR DESCRIPTION + LOCATION ON ITEM].
When discovered: [AT DELIVERY / AFTER UNPACKING ON DATE].
Attached: photos of the item and damage, plus delivery paperwork (if applicable).
Please confirm the next steps to open a claim and any forms or additional documentation you need.
Thanks,
[YOUR NAME + PHONE]
This kind of message sets a professional tone and makes it easy for the claims team to respond with exactly what they need.
Quick reminders that make the whole process smoother
Moving claims can feel intimidating, but they’re manageable when you follow a simple rhythm: document, notify, submit, and follow up. The biggest mistakes usually come from rushing—signing paperwork without notes, delaying the first email, or throwing away packing materials before taking photos.
Keep your photos organized in one folder, name files if you can (like “DiningTable_TopGouge_1”), and save every email thread. If you need to escalate later, you’ll be glad you can pull everything up instantly.
And if you’re planning another move in the future, treat the mover selection and pre-move prep as part of furniture protection. A careful crew, clear pathways, and proper wrapping go a long way toward ensuring your favorite pieces arrive looking exactly the way they left.