Talk to a real person

We take great care, but in the rare case something goes wrong we're here to assist. If any damage occurs during your move, we'll help you file a claim.

To get started, contact your branch or use the form above — select "A damage claim" as your enquiry type and include your booking reference, the date of the move, a description of the item and photographs if you have them. Our claims team will be in touch to walk you through the process.

Start a claim enquiry

Where a fuel surcharge applies, it is disclosed on your written quote before you confirm your booking — it is never added afterwards. We provide a full quote upfront, so you'll know exactly what you're paying for.

For the current surcharge rate applicable to your job, contact your local branch or ask when you request your quote.

Our full terms and conditions of carriage apply to every booking and are supplied with your written quote. In summary:

• Charges are based on the time taken from truck arrival to the completion of unloading, plus a call-out fee.
• A full quote is provided upfront. There are no hidden fees.
• Rescheduling is accommodated where possible; a fee may apply for last-minute changes.
• We cannot carry hazardous materials, illegal items, live plants or perishable food.
• Our trucks carry public liability insurance for property damage. Cover for your own belongings is available on request.

Request a copy of the full terms from your branch at any time.

We collect only the information we need to quote for, arrange and complete your move — typically your name, contact details, addresses and any notes you give us about the job.

• We use your details to prepare your quote, run your job and follow up afterwards.
• We share them with our own crew and, for intercity work, with the partner carrier handling your leg — nobody else.
• We don't sell your information or pass it to third parties for marketing.
• You can ask us for a copy of what we hold, or ask us to correct or delete it, by emailing info@smartexpress.co.nz.