Frequently asked questions
It’s never too early to get a quotation from us. We recommend that you request a quote at least 8 weeks prior to your moving day.
Some people choose to begin the process up to 6 months before their move. Just whatever you do, don’t leave it until the last minute. This can assist in programming your move to expedite delivery time.
Within two working days.
Yes. Some of these items include:
- Flammable liquids
- Toxins and poisons
- Flammable gasses
- Pornographic material
- Radioactive materials
- Miscellaneous items* such as scuba tanks, matches, gas cylinders etc
*Note: Some items may also be prohibited for export or import as declared by customs.
Upon booking our services, we will request a deposit of A$300.00 to secure your requested date and time. The remaining balance, including insurance fees, are payable two days prior to your moving day.
Removal costs may be paid by cash and cheque. We also accept bank transfers and online payments. You may also pay using your VISA, Mastercard, and AMEX cards. A 1.5% surcharge is applicable for all credit card payments.
Yes, but only upon request. We have a professional team of removalists who can help you with all your packing and unpacking needs. The “full export pack” option increases your insurance coverage and improves physical protection for your furniture.
With our full pack service, we’ll need you to put aside the things that need to be disposed of or personal items that must be kept with you during the journey,(e.g. passport, keys, handbag) and ensure your residence is in a clean and tidy manner. We also disassemble pieces of furniture, disconnect appliances, and remove pictures.
The size of the team who will pack your stuff will depend on the amount of work that needs to be done. For example, a 1 bedroom apartment may only need 1 one removalist to pre-pack the residence. But a 5 bedroom house may require 3 to 4 removalist.
Yes. We can provide you with sufficient packing materials like cartons, papers, and tape so you can completely pack your personal belongings. However, we ask that you leave the cartons open so we can inspect the packaging and seal the boxes. You will also be required to provide us with a comprehensive list of contents.
In today’s climate with heightened security, with respect to ‘owner-packed’ cartons, customs and biosecurity will almost certainly want to carry out an inspection to verify if the contents are true to their label. Inspections costs are additional.
We recommend that you allow us to complete the packing in an effort to avoid such costs. While this does not mean that your goods are completely exempted from random customs inspection, professionally packed goods have lesser chances of being checked.
Whybirds Removals & Storage will be with you every step of the way. One-to-one contact with your Move Manager will keep you fully updated with the progress of your move.
Our trusted, experienced overseas partners will carry out our destination services. These moving companies are specially selected for their expertise. We choose partners who, like ourselves, are members of FIDI, IAM and/or and hold FAIMISO accreditation.
At the time of shipment, we will notify you of the vessel details and partner whom we have consigned to facilitate the necessary clearance and delivery. Once your goods arrive at their destination, our partner will be in contact with you to arrange the necessary customs clearance and convenient delivery date. Our partner will unload all items into your property. Where agreed, they will unpack and remove the packing materials.
In most cases, sole-use containers will be delivered unopened. However, in some countries (e.g. Australia, New Zealand) all containers are unloaded into our partner’s Bond for quarantine inspection. Our destination partners will oversee the process.
We do our best to respect your privacy. However, once the goods leave their respective country’s territorial waters, they are placed under customs control of the country that will be received. Customs officials reserve the right to inspect goods anywhere in the world. Inspections are therefore beyond our control. Random inspections are also undertaken as a check on all parties. Costs for these services are generally payable to our destination partners directly.
Fumigation costs are usually incurred if the DAFF (in Australia) or the MPI (in New Zealand) ordered the items to be fumigated. This is to make sure that all stored/shipped items will be insect/pest-free when they are delivered to their destination. Costs will be incurred locally at the destination. We can provide indicative costs for fumigation of items if necessary.
Most countries require you to be in the destination country when your belongings and personal effects clear customs. However, there may be some exceptions to this rule depending on the situation at hand. Your Move Manager will inform you if your destination country follows this practice.
Yes. We hold full carriers’ liability and vehicle insurances. We also offer a fully comprehensive insurance cover for goods in transit for those who booked international moves. The coverage of your moving insurance can be discussed with your move manager.
No. Customs prohibits using vehicles as shipping containers. Only car accessories and tools may remain inside the car (e.g. spare tyre, warning triangle, first aid kit).
Yes. However, we require you to send us a notice at least 48 hours prior to your visit to our storage facilities.
*Note: This is not applicable for goods under the self-storage service.
Our main storage facilities are located in Ipswich and Darwin. We also have facilities on other AMG member facilities located in Townsville, Mount Isa, Cairns, Sydney, Melbourne, Adelaide, Perth, Kalgoorlie, Launceston, Hobart.
Customs fees will vary depending on your destination country. Associated costs are included in your quotation.
This depends on the destination. For example, shipments to New Zealand are inspected once they reach the port. Hence, MPI inspection charges are incurred. These charges can be prepaid or paid locally. For biosecurity items that warrant cleaning and heat treatment or fumigation. The costs for these procedures and associated services are paid locally. We can provide indicative charges within our quote, as well as advise on costs of any duty/tax payables.
This depends on the size of the consignment. Full container load is generally faster and less susceptible to property damage. While groupage is less expensive, it usually takes longer since containers won’t be shipped unless they are full. Upon request, we can quote and advise on transit times for either groupage or full container load.
Toiletries and alcohol are often allowed. Although, you will likely have to pay duty/tax for alcohol. Food items are usually not allowed for most destinations.
Every country has its own quarantine regulations and limitations that may be applicable to you if you intend to take your pets with you when you move.
While we exercise all care in the removal of your goods, accidents beyond our control can happen during the move. Our liability for loss or damage is limited by our standard contract terms and conditions. For these reasons, you are strongly advised to take out an All Risks insurance policy.
Please read the FSRA, PDS, Terms and Conditions and policy wording. If you don’t take out adequate insurance, your recourse may be limited. Other parties (e.g. the shipping company or airline) operate under separate contract conditions that may limit/exclude their liability. If a loss occurs at sea, a shipping company may declare a ‘general average loss’. In this case, you may have to contribute to the ‘general average loss’ incurred by the shipping company. Our standard contract conditions (AIMA conditions) specifically limit our liability.
Yes. As part of our environment-friendly initiative, we recycle used packing materials that are still in good condition.
Even if you’re only moving a few boxes, it is still recommended to take out insurance for your move. This is to make sure that all your belongings are accounted for if any untoward event occurs during the delivery of goods.
Because your belongings have not been packed by professional removalists, our policy excludes the contents of these cartons in the event of any damages/breakages.
Owner-packed cartons can only be insured with restricted coverage. Your packed cartons will only be covered for the following risks:
• Fire and explosion
• Lightning or flood
• Overturning and/or derailment of conveyance
• Collision of vessel, aircraft, or conveyance
• Crashing or forced landing of aircraft; stranding, sinking, or contact of vessel with any external object other than water
• Entry of water into any vessel, hold, container, liftvan or place of storage.
Insurance for the non-delivery of owner-packed cartons is limited to AU$500, unless an itemised valued list of contents is supplied prior to the commencement of the transit.
Yes. We can arrange an extension of your transit insurance to cover your belongings whilst they are in storage with us. The storage extension cover is available anywhere in Australia or for storage at any of our nominated agents worldwide.