Support for Military
There is nothing more constant than change, and moving can be a big one. The following FAQ sections can help you learn what you can expect before, during and after moving and how you can prepare for a smooth transition.
Yes. Official orders or a Letter-In-Lieu of Orders have specific information the transportation office needs to book a move. Your orders or letter will have a funding line, your current and future duty stations, and show whether you have family members or other dependents authorized to move under those orders.
Letter-In-Lieu of Orders Note: You will be responsible for all PCS costs if your move is cancelled or destination changes prior to receipt of official orders. You need to provide a copy of your official orders to the transportation office upon receipt.
Yes. Since the entitlements and rules that govern these types of moves are a bit more complex, you must talk with your local transportation office to get this setup. This will ensure you know what to expect and can make a smooth move. Use the MilitaryINSTALLATIONS tool to find the contact information for your local transportation office.
No, you don’t need to know your final delivery address to schedule a move, but you will need to enter a location to continue through scheduling a move. The safest bet is to add your destination city, state, and ZIP code in the Defense Personal Property System. Then you can go back and add the street address once you settle on a location. When you add your street address, remember to correct the city, state, and ZIP code if necessary.
If you are a military member or civilian employee (or a person acting on behalf of) who is making a permanent change of station move, separating, or retiring from federal service, you have to prepare an application in the Defense Personal Property System, or DPS. If you do not have a DPS account, you will need to register for one. DPS is where you will upload your orders and create a shipment(s) (e.g., household goods, unaccompanied baggage, non-temporary storage, personally procured move, etc.).
You can log in to DPS using a common access card, or CAC, or by obtaining a user ID and password before accessing. Follow the instructions in the New User Registration tutorial located in DPS when setting up your account. After setting up your account, follow the instructions in the Create a Shipment or Create a PPM Shipment tutorial. Have a digital copy of your orders ready and be prepared to answer questions about your weight estimate, delivery address, and any special items that need to be moved.
Pro-Tip: Instead of using your work email address in the customer information section, use your personal email address so you can stay up to speed on your move at all times.
Note: First time movers, separating service members, and retirees must contact their local transportation office before scheduling a move in DPS.
Yes. Below are the only times when you cannot proceed with scheduling your move in DPS before first scheduling a counseling session with your local transportation office. Use the MilitaryINSTALLATIONS tool to find the contact information for your local transportation office.
Army
You cannot use DPS if…
Marine Corps
You cannot use DPS if…
Navy
You cannot use DPS if…
Air Force
You cannot use DPS if…
Coast Guard
You cannot use DPS if…
A HHG move is when the government schedules a mover to pack/unpack and ship all of your items.
A full PPM (also known as a do-it-yourself move) is when you decide to move your household items instead of doing a HHG move. You will still need to book this type of move in DPS which will help calculate your estimated incentive payment.
Note: If your move costs go above this amount the government is not obligated to reimburse you for those expenses.
Note: Civilian employees will only be reimbursed for actual cost. Advance operating allowance is not authorized
It’s best to contact your local transportation office before you do a full or partial PPM to make sure you understand all of your entitlements. Use the MilitaryINSTALLATIONS tool to find the contact information for your local transportation office.
A list of items you are allowed to move can be found by visiting PCS entitlements. Typically, you are allowed to bring the majority of your household goods but there are restrictions on certain items that include hazardous materials (most cleaning supplies, paint, gasoline, etc.) as well as perishables (frozen food, produce, etc.) that will not be able to travel with you. Additionally, some of your items, such as a lawn mower, will need all the fuel removed before the movers will pack it up. To find how much weight you are allowed, review these Joint Travel Regulations Authorized PCS Weight Allowances and Table 5-37.
You can find your authorized allotment in the Joint Travel Regulations Storage in Transit section, Table 5-91.
Note: DOD civilian CONUS to CONUS 60 days/to or from OCONUS 90 days – see JTR table 5-91.
Effective May 2, 2022, you are now allowed to ship empty gun safes, not to exceed 500 pounds, in addition to your prescribed household goods weight allowance, not to exceed 18,000 pounds. You can view the policy revision at: Memorandum for the Joint Travel Regulations authorizing gun safe transportation.
Keep in mind that you are not allowed to ship or store a gun in a locked container/safe due to the need for inspections at ports, customs, borders, storage locations, etc. Be sure to review the rules and regulations during your counseling session to ensure you understand all the details related to moving a firearm.
Yes, but contact your local transportation office to ensure you will not incur excess costs. Use the MilitaryINSTALLATIONS tool to find the contact information for your local transportation office.
Yes. You will need to contact your TSP if you want to make a change to your pickup date. If the TSP cannot support your request, you will need to contact your local transportation office for assistance. Use the MilitaryINSTALLATIONS tool to find the contact information for your local transportation office.
This is part of your weight allowance that is separated from other household goods and is shipped via an expedited mode because it’s needed immediately or soon after your arrival at the destination, prior to the arrival of your household goods. This typically occurs with an OCONUS move.
Examples: May consist of personal clothing and equipment; essential pots, pans, and light housekeeping items; collapsible items such as cribs, playpens, and baby carriages; and other articles required for the care of dependents. If necessary, you can also ship a small amount of professional books, paper and equipment in your unaccompanied baggage, or UB, shipment.
Not Allowed: Furniture and major appliances (refrigerators, washing machines, etc.).
Reminder: Unaccompanied baggage counts against your total weight allowance.
Your shipment may be one of many Customs and Border Protection, or CBP, picks for an inspection. Many shipments moving back to the U.S. are inspected on the first day of packing. If you or your family are one of the chosen ones for a CBP inspection, please make sure all of your belongings are clean and have no signs of pest infestation. This is especially true for outdoor items such as lawn furniture, garden tools and other items that are exposed to dirt or insects (e.g., spongy moths, spotted fly lantern, brown tree snakes, rodents, cockroaches, and other pests.)
Yes. As you navigate through the Defense Personal Property System, or DPS, you will be prompted with questions about these types of special items. Be sure to include as much information as possible and make sure during the pre-move survey you point out these items to the representative.
Yes, but you need to make sure you tell the delivering company to weigh the container empty before drop-off.
Note: You are required to submit full and empty weight tickets.
Check out these packing tips received from other customers and spouses as you prepare for your move.
“Spread dates” refer to the window (seven calendar days) within which your moving company must pick up your shipment. We included the use of spread dates to provide more certainty for customers when scheduling their move.
Your pickup date is the day your moving company physically removes your belongings from your home. Your pack-out dates—the day(s) your moving company will be in your home to pack your belongings—will always come before your pickup date. This is an important point, and one to keep in mind while scheduling your move.
Your moving company must confirm the pickup date with you—in writing—within three calendar days of accepting your shipment. It’s important to note spread dates do not apply to all shipment types. Talk with your counselor to ensure you understand the rules associated with your shipments.
If your mover has not contacted you within three calendar days after your shipment was awarded, contact the mover that is listed on the automated DPS email you received. If the mover doesn’t respond, contact your local transportation office. Use the MilitaryINSTALLATIONS tool to find your local transportation office immediately. Don’t wait.
No, you don’t. The inclusion of spread dates does not change the long-standing rule that prevents moving companies from scheduling a move on a weekend or holiday without the customer’s consent.
Weekend and holiday pickups are atypical, and are approved on a case-by-case basis. While weekends and holiday requests may be accommodated in some instances, we recommend moving on a week day to ensure you have access to the full range of government and industry resources. Please discuss this with your transportation office when you schedule your shipment.
Dates should not change without your approval. If your moving company requests a date change and you do not agree with it, immediately contact your transportation office. If your moving company misses your pickup date, you may be eligible for an inconvenience claim.
Your spread date window is calculated from the “latest pickup date” you list in DPS when scheduling your move. Example: If you list June 7 as your latest pickup date, your moving company is required to schedule your pickup between June 1 and June 7. (Note: Once you enter your “latest pickup date,” DPS will automatically calculate and enter the “earliest pickup date” field for you on the online form.)
While filling out the online form in DPS, you also will enter your “desired pickup date,” which can be any date between your earliest and latest date. The assigned moving company will do its best to accommodate your request but have the option to choose any date within your 7-day window.
No, this rule change does not address the program’s capacity constraints (which are particularly acute during the summer months). It does, though, provide more certainty over your moving dates once your shipment has been awarded to a moving company.
You can improve your chances of getting moving dates that work best for you by contacting your local transportation office to schedule your shipment as soon as you receive your PCS orders. Use the MilitaryINSTALLATIONS tool to find the contact information for your local transportation office.
No. The use of spread dates is being incorporated into some elements of the Defense Personal Property Program and the rule will apply to most household goods and unaccompanied baggage shipments. The rule does not apply to “short fuse” shipments (shipments scheduled on very short noticed during peak season); shipments arranged under direct-procurement method, or DPM, contracts; or non-temporary storage shipments. Talk with your counselor to ensure you understand the rules associated with your shipment type.
A POV, or privately owned vehicle, is any motor vehicle that provides personal transportation and is owned by, or on a long-term lease to (12 or more months), a customer or a customer’s dependents. A POV can have four or more wheels, like a car or truck. The POV must be:
You may have an entitlement to ship or store one POV at government expense when you receive permanent change of station orders.
For CONUS to CONUS:
The cost of transporting your POV to your new duty station is largely your responsibility for a CONUS to CONUS move. There are exceptions, so if you’re unsure, use the MilitaryINSTALLATIONS tool to contact your local transportation office (for military members). Civilian employees can contact their human resource office.
If you can’t drive from your previous CONUS duty station to the new CONUS location because of medical or personal reasons, or if the travel time exceeds your report-in date, use the MilitaryINSTALLATIONS tool to contact your local transportation office for assistance.
For OCONUS to CONUS; CONUS to OCONUS; OCONUS to OCONUS:
Only one POV owned or leased for personal use may be shipped at government expense. To inquire about exceptions, or if you would like to make your own arrangements to ship more than one POV to your new duty station, use the MilitaryINSTALLATIONS tool to contact your local transportation office.
It depends. A motorcycle or moped can be considered a POV if you are not shipping a vehicle at government expense on the same authorization or travel orders. If you have questions, use the MilitaryINSTALLATIONS tool to contact your local transportation office.
Please contact the Vehicle Processing Center nearest your present duty station.
Use the MilitaryINSTALLATIONS tool to contact your local transportation office, or view the Personal Property Consignment Instruction Guide, or PPCIG, for detailed information. Your local transportation office can help you locate the PPCIG, or you can log into the DPS to obtain the link.
U.S. Code of Federal Regulations (Title 49, Transportation, Carriage By Vessel, section 176.905, paragraph A (2) specifically states: “The fuel tank of a motor vehicle or mechanical equipment powered by liquid fuel may not be more than one-fourth full.”
The exterior of your POV must be washed and clean of all dirt. The interior of your vehicle must be vacuumed clean (dry vacuumed only).
Use the MilitaryINSTALLATIONS tool to contact your local transportation office for information.
You have 21 days from the day your POV is available to pick it up. The destination Vehicle Processing Center will notify you within 24 hours via email or postcard when your vehicle is ready for you. You can also track your vehicle’s progress to its final destination on PCSmyPOV.
Use the MilitaryINSTALLATIONS tool to contact your local transportation office or visit PCSmyPOV.
Containerization is the term used when your entire personal property shipment is placed into large external crates for transportation. Generally, containerization is used if you are moving OCONUS or your shipment is going into non-temporary storage. Crating is the term used for smaller internal crates used to pack specialty items that the moving company feels need additional protection to transport safely from origin to destination.
In addition to being used for storage-in-transit, or SIT shipments, other factors that might qualify a shipment for containerization include:
Containerization is an option that can be discussed and requested during a counseling session. If you request to have your domestic shipment containerized and the cost to do so exceeds the cost of moving your shipment as a loose load, you may be responsible for paying the difference. Use the MilitaryINSTALLATIONS tool to contact your local transportation office for information on potential costs.
You are not guaranteed to receive crating or containerization. Current lumber shortages are limiting the use of wooden crates and containers for domestic shipments (which is an optional service), and moving companies are preserving these assets for international shipments (which require containerization).
These are seals the moving company will place on all international, unaccompanied baggage and domestic HHG containers. The seals can provide reasonable evidence that a container has been opened or tampered with during transportation.
You will not sign each seal but will sign the inventory. The seal number for each seal will be annotated by the moving company on the inventory and will cross-reference the container number. It is your responsibility to verify the seal information is correct prior to signing the inventory.
Yes. If your shipment was booked as a containerized shipment, the moving company is required to load and apply seals to your containerized shipment prior to leaving your residence unless you or your servicing transportation office authorizes containerization at the warehouse.
In such cases, items removed from the residence without containerization must be noted on the inventory as “containerized at warehouse” or CW. However, if your shipment was not booked as a containerized shipment, the moving company may elect to containerize at their warehouse for their convenience.
If your HHG was booked as a containerized shipment, the moving company is required to load and apply seals to your containerized shipment prior to leaving your residence unless you or your servicing transportation office authorizes containerization at the warehouse. In such cases, items removed from the residence without containerization must be annotated on the inventory as “containerized at warehouse” or CW. You are not permitted to go to the warehouse.
For a containerized shipment, overflow items will be treated in the same manner as the rest of the shipment and must be placed in a container. The moving company may use a smaller container for the overflow. Moving companies are not restricted to using a standard lift van.
Yes, seals may be broken by customs or other government officials in performance of their official duties. On rare occasions, seals may be damaged as a result of normal transportation movement. Should this occur, the containers will be resealed and the moving company must add a notation in DPS with the new seal numbers.
The moving company should not break the seals until the containers are at your residence for delivery.
You should note on the delivery documents that the seals were missing or broken when it was delivered. You should also use the inventory to account for all items. If any items are found missing or damaged, list these items on the Notification of Loss or Damage at Delivery form, which should be provided by your moving company.
The moving company is required to crate all specialty items at your residence unless the transportation office or you give them permission to crate at the warehouse.
While there are no documented size limitations, unaccompanied baggage items should be things that are needed immediately or soon after arrival at your destination. Example: Items that can be shipped in unaccompanied baggage include clothing and personal items, small kitchen essentials and collapsible items such as cribs, playpens and strollers.
You are allowed to retain the crate for your next move but are not required to keep it. The transportation office will not penalize you and deny a future request to construct another crate for the same item. If you desire, the moving company shall remove the crate from your residence on your delivery day.
Your assigned moving company will contact you before your first pack or pickup day and give you an arrival window. If you haven’t heard from them at least three government business days before your scheduled move date, use the MilitaryINSTALLATIONS tool to notify your local transportation office.
If you can’t reach your moving company, the easiest way to find out your shipment status is to log in to DPS. On the DPS landing page, to view the shipment status, locate your shipment either under Current Move or Past Moves. You can also use the MilitaryINSTALLATIONS tool to contact your local transportation office for additional assistance.
Pickup and delivery must begin between the hours of 8 a.m. and 5 p.m. No services should be started after 5 p.m. without your approval, and must be complete by 9 p.m.
If you cannot be present on move day, you will need to appoint someone (spouse, relative or friend) to sign off on anything on your behalf. This person must be listed as an agent on your moving application. If they’re not listed, they must have either a power of attorney or written authorization that’s been notarized or countersigned by a commissioned officer. The appointed person’s name must appear on the document as your representative. Remember, this person is acting for you, and you are responsible for that person’s decisions.
Review the Managing Your Moving Days article for an overview of what you can expect during the actual moving days for a household goods shipment. This article features moving day tips and links to resources. You can also check out these top packing tips received from service members and spouses.
The packers should arrive with plenty of boxes, tape and packing material to get everything loaded up in boxes. The pre-move survey is critical to make sure the packers show up with everything they need to properly pack your items. If there are multiple packers it can be hard to watch everything they pack, so if there are items you don’t want them to move, put them in your vehicle or a separate room/closet and let the packers know not to pack anything in that specific location.
The parts box is where the movers store hardware to re-assemble any furniture when they arrive at the destination. As a pro-tip, you may want to take that box with you as you travel to your new destination if possible. There have been limited incidents where the parts box has gone missing, which makes setting up beds, couches, cribs, etc. very difficult without all the proper hardware.
It’s your responsibility to take down anything from the walls that you want moved. This includes pictures, artwork, curtains, TVs, clocks, mirrors, etc. The movers are not required to remove anything from your walls.
Pro Tip: After you take that picture or clock off the wall, tape its hanging hardware to the back of the item. This will make hanging it up in your new home much easier and faster.
It’s recommended to discuss this option with your moving company during your pre-move survey, but the final decision about how to handle a pre-packaged box/carton/tote/tub is at the mover’s discretion since they assume liability for the container and its contents. During pack-out, you should have any pre-packed containers available for the moving crew to check and they may repack those items to ensure safe transport of your property.
No. Supplying meals or refreshments is never required. Moreover, providing monetary tips is discouraged. If your TSP requests either, please use the MilitaryINSTALLATIONS tool to notify your local transportation office.
If there’s a problem on site, you can try talking with the movers’ supervisor/lead who is on site, but you can always use the MilitaryINSTALLATIONS tool to contact your local transportation office and request that a quality assurance inspector help intervene.
Prior to both pack-out and delivery, the movers are required to provide and place protective material to reduce the chances of damage to your floors, doorways, and high traffic areas. If damage is done to your residence, you have the option to file a Real Property Damage claim and you may be required to complete and submit the DP3 Real Property Damage Form to your moving company. For more information on residential claims, check out our Personal Property Claims Fact Sheet.
Note: Before the movers start taking out or bringing property into your home, ask the movers to accompany you on a survey of the residence. This way you can point out and agree upon pre-existing property damage (if any). Once this has been noted, the movers can start to pack or unpack the truck.
Unloading at destination should always include the one-time laying of rugs and the one-time proximity placement of furniture and like items in a room or dwelling designated by you or your representative. If you want, the delivery crew is also required to reassemble any furniture that they took apart at the origin (beds, couches, etc.). Additionally, you have a couple of options about how you want the delivery crew to unpack. You are entitled to choose between either a full, partial, or no unpack, depending on your preference. Be sure to let your moving company know your choice before your delivery day so they come prepared to provide that service. A full unpack is when the delivery crew empties all the items of the boxes into designated rooms and a partial unpack is when they only empty boxes in select areas. If the delivery crew conducts a full or partial unpack, they will remove any empty boxes and packing materials from your residence that day. However, a moving company is not required to return and pick up those materials after your delivery day. If you ask them to come back to take your empty boxes and they agree to do it, that’s great. If possible, have everything piled up in one location to get this done quickly.
See the following document for additional information on the moving company’s responsibilities:
If you run into shipment issues while en route to your next duty station, you can call either the local transportation office from your origin or your destination to get some help quickly. Use the MilitaryINSTALLATIONS tool to contact your local transportation office for assistance.
You will need to file a request in the Defense Personal Property System for the delivery of your storage items. This can take a few days or weeks depending on availability during various times of the year. As soon as you know your dates, contact your TSP or move manager to get this scheduled.
If the moving company arrives at your destination before you do, they will most likely put your shipment into storage because they need to get to their next scheduled move. It is recommended that you plan to arrive a day or more prior to your scheduled delivery date to avoid having your items go into storage.
Note: The moving company must provide a 24-hour notice for delivery. They will attempt to contact you twice, at least six hours apart. If they do not hear back from you within that 24-hour time frame, they may try to call the local transportation office and have your belongings placed in storage. Once your shipment is in storage, it can sometimes take up to a few weeks to get it delivered again.
Quality assurance, or QA, inspectors make sure your move is going as smoothly as possible. They can check in with you and your family by telephone or in person on scheduled pack, pickup, and/or delivery days. QA inspectors also help resolve disputes between you and your moving company. They make sure your items are being handled properly, and take corrective actions if your moving company doesn’t perform to government standards. If you have a problem and need a QA inspector’s help, use the MilitaryINSTALLATIONS tool to contact your local transportation office for assistance.
Inconvenience claims are different from claims for the loss and/or damage to personal property. To learn more, check out the Inconvenience Claim Factsheet.
An inconvenience claim is payment to a DOD customer to account for inconveniences associated with your mover’s inability to meet required pickup and delivery dates to include storage-in-transit, or SIT, at a destination location.
The payment is intended to offset expenses incurred by you because you are not able to use necessary items in your shipment to establish your household due to the moving company’s failure to adhere to the agreed-upon schedules.
The payment does not require you to submit receipts for the first 7 days unless you incur actual out-of-pocket expenses (above the per diem rate) to obtain necessary items to establish your household. These include items such as: furniture or appliance rental; air mattresses; pots, pans, and dishes; paper goods; pillows, linens and towels; or laundry services. You will need to submit receipts for reimbursement for any days after the first 7 days.
If the moving company purchases or reimburses the customer for these tangible household items, they have the option to make arrangements to reclaim those items upon delivery of the customer’s shipment.
Note: The above rules do not apply to SIT at origin shipments. Please talk with your moving company and local transportation office for details regarding this specific situation.
Yes. Inconvenience claims are not authorized when:
Moving companies will compensate you for all days that resulted from their failure to pick up on the agreed upon dates and/or deliver before the required delivery date.
Visit the Defense Travel Management Office website for per diem rates for meals and incidental expenses.
If your moving company denies reimbursement or disputes all or some of the items you claimed, use the MilitaryINSTALLATIONS tool to contact your local transportation office for assistance. They will review your inconvenience claim and let you know if the mover has to reimburse you for your items.
There may be circumstances when your moving company is not responsible for paying your out-of-pocket expenses. Some examples are natural disasters, acts of the government, or violent strikes that may have caused a delay with your shipment. If you have questions, use the MilitaryINSTALLATIONS tool to contact your local transportation office.
Out-of-pocket expenses are additional costs you may incur because you can’t use certain necessary items from your shipment to set up (or remain in) your household. These expenses may include, but are not limited to, laundry service, furniture and/or appliance rental (to include rental of a television), air mattresses, towels, linens, pillows, and necessary kitchen items such as pots, pans, dishes, paper plates and plastic ware.
In this case, you would file an inconvenience claim with your moving company for missed agreed upon pickup, delivery, required delivery dates, or delivery date out of storage. To learn more about inconvenience claims, check out the Inconvenience Claims Fact Sheet.
Use the MilitaryINSTALLATIONS tool to contact your local transportation office if you have additional questions about inconvenience claims.
If any of your household goods are lost, damaged or destroyed during the moving process, you may be entitled to full replacement/repair value of those items. To learn more check out the Personal Property Claims fact sheet.
On the day of delivery, should you notice damage while the TSP is still at your residence, note the information on your Notification of Loss or Damage at Delivery Form. Should you find additional damage after the TSP leaves your residence, you may annotate the information on the Notification of Loss or Damage After Delivery Form.
NOTE: If water, mold or smoke damage is discovered, stop the move immediately and contact your local transportation office, quality assurance Inspector, and move coordinator and inform them of the discovery.
To learn more about the claims process check out the Personal Property Claims fact sheet.
The first step in initiating a claim is to give your TSP a written notice listing all the missing or damaged items for which you intend to file a claim. You can submit this notice in two ways:
Note Rule Change: The 180 calendar days timeframe only applies to HHG shipments picked up on or after May 15, 2020 (and NTS shipments picked up on or after July 1, 2021). Shipments picked up prior to those dates still adhere to the previous 75 calendar day timeframe.
Remember that submitting a loss and damage notification does not take the place of filing your claim. To be reimbursed you must still file an itemized claim in DPS. Learn more about how to file and the different types of moving claims.
Yes. You can submit your Notification of Loss or Damage at/After Delivery forms to your moving company by mail, fax, or by attaching the form to an email and emailing it to your TSP. It’s a good idea to keep your proof of dispatch, i.e., a return mail or certified letter receipt, fax confirmation sheet, email delivery confirmation, or email “read” receipt.
If you had good cause to exceed the 75 calendar day notice period (applicable to shipments picked up prior to May 15, 2020) or 180-day notice period (applicable to shipments picked up May 15, 2020 and after), such as an officially recognized absence or hospitalization during all or a portion of that 75-day or 180-day window, please pass that information to your TSP for their consideration. When incidents like this happen, your TSP is required to contact your military claims office, or MCO, for a determination. We recommend you do the same and contact your service branch MCO, as well.
To find your MCO contact information, visit the following service branch moving assistance webpages and look under the Military Claims Office section.
Note: Your military claims office, or MCO, is the only office that can grant an extension for filing your loss/damage report after the 75/180 day timeframe.
A claim is made when you request compensation for lost or damaged items.
In order to file a claim and qualify for full replacement/repair value protection, you will need to submit your claim using DPS. It’s located under the Claims tab.
You will have up to nine months to submit a claim from your delivery date for the full replacement. If the claim is submitted more than nine months from the delivery date, you will only be eligible for depreciated value up to two years from your delivery date.
In order to start your claim within DPS, your shipment must be in a “delivery complete” status. If it is not, please contact your moving company for them to deliver your shipment out in the system. Your nine month timeframe will start from the date the status was changed in the system.
Note: Your Military Claims Office, or MCO, is the only office that can grant an extension for filing a claim past the 9-month timeline or outside of DPS.
When filing a claim, documentation to substantiate may not be the same for all. However, at a minimum for items that are lost and/or damaged that can’t be repaired, you would need to know the replacement cost and where to purchase the item. If at all possible, please take pictures of damaged items for your files. For high value items (antiques, jewelry etc.), appraisal reports may be needed to support actual worth. Again, every claim is different and may require less or additional documentation to support an amount of an item.
If you cannot come to an agreement on the offers being provided, you may either transfer a portion (per line items) or the entire claim to your military claim office, or MCO. To find your MCO contact information, visit the following service branch moving assistance webpages and look under the Military Claims Office section.
If you notice damage caused by the movers, point it out to the moving company’s lead crew member or supervisor before they leave your residence, if possible. Make sure it’s documented on the paperwork prior to them leaving. If the damage is found later, you have SEVEN days from the last date they were at your residence to alert the TSP of the damage. Please make sure notification is in writing. For more information on residential claims, check out our Personal Property Claims Fact Sheet.
NOTE: Government cannot reimburse for damage to real property (home).
If mold is discovered on your personal property, it’s important that you act fast and work with your local transportation office. For more information, download the Mold and Your Personal Property fact sheet.
The maximum liability for any type of loss or damage, including mold, will be $6 multiplied by the net weight (in pounds) of a HHG shipment, or the gross weight of a UB shipment, not to exceed $75,000. For example, the average HHG shipment weighs 5,200 pounds, resulting in a liability of $31,200. If the shipment weighs 12,500 pounds or more, the TSP max liability would be $75,000.
Once the TSP pays its max liability, you may transfer your claim to the MCO for further consideration.
Coverage options differ among private insurers, so we encourage customers to read their policy carefully to determine if mold remediation is covered.
There is no prohibition on getting multiple tests or cost estimates. However, pursuant to the DP3 Claims and Liability Business Rules, or CLBRs, only the MCO can authorize remediation. In the event of a dispute, the MCO will make the final determination.
Follow the process through with the TSP. Once the maximum liability is paid, you may transfer your claim to the MCO for further consideration.
These offices are involved for shipments suspected of having mold, and before undertaking any remediation, the TSP will provide an estimate to all parties (destination PPSO/PPPO, MCO, and customer). You should maintain contact with your TSP, local PPSO, and MCO.
Mold can develop very quickly. If mold is discovered after delivery, immediately contact your TSP and PPSO, or installation transportation office for guidance. You have 180 days from the date of delivery to provide notice of mold/damage to the TSP.
Mold is a natural part of the environment and can be found just about anywhere. Testing for the mere presence of mold on items in a HHG shipment differs from a specialized environmental testing for types of mold, and the TSP is not required by the CLBRs to hire a firm for such specialized testing. TSPs are required to test only for the presence of mold and to provide the results to the MCO. Based on the mold test and any inspections by the QA and Property Office, the MCO will either authorize remediation or not authorize remediation. If you desire a copy of the testing report, please request one from your TSP or MCO.
If you receive notification from the Defense Personal Property System or the transportation office that you went over your authorized weight limit, there are a few things you can do:
You can also use the MilitaryINSTALLATIONS tool to contact your local transportation office for assistance.
You are encouraged to fill out the Customer Satisfaction Surveys, or CSS. These surveys help us know what to focus on for future changes to make the program better for both you and your fellow moving customers.
We are now using new Customer Satisfaction Surveys for household goods shipments that were picked up on April 30, 2022 or later. Instead of logging into DPS or calling a phone operator, customers will get email and text messages prompting them to take mini surveys throughout the following stages of their move:
The surveys feature rating scale and open-ended comment boxes to gather feedback on your experiences with the DOD and moving company staff. We also encourage you to share specific details with us in the comment boxes. The services and the Defense Personal Property Management Office review the comments to track trends and evaluate issues. You will have 90 days to provide your input and will receive reminder messages to complete the surveys.
Customer feedback has a direct impact on a moving company’s program score, which determines their future business. Companies with high scores get rewarded with more business, companies with low scores get less business, and the companies with the worst scores face temporary to permanent elimination from our program.
Remember, if you are experiencing a problem at any point during your move, please call your local transportation office immediately to help resolve problems in real time. They also track and share feedback with the services and Defense Personal Property Management Office on a continuous basis.
You have 45 days from the planned move start date to turn in all paperwork. Please visit or call your local transportation office, as they will need copies of your weight tickets, vehicle registration, moving receipts, and a few other documents to ensure you are properly reimbursed. Use the MilitaryINSTALLATIONS tool to find contact information for your local transportation office.
No, orders are not required to request passenger reservations.
Patriot Express reservations may be requested through your local transportation office between 90-120 days prior to departure.
There are no breed restrictions when traveling on the Patriot Express. However, most commercial airlines have banned the transportation of brachycephalic (snub-nosed) cats and dogs in the baggage compartment, which may impact your ability to transport your pet on a connecting commercial flight to your final destination. Alternate transportation arrangements must be approved in advance and are the responsibility of the pet owners.
The combined weight of the kennel/carrier and dog cannot exceed 150 pounds. However, most commercial airlines limit pets transported in the baggage compartment to a combined weight of 100 pounds, which may impact your ability to transport your pet on a connecting commercial flight to your final destination. Alternate transportation arrangements must be approved in advance and are the responsibility of the pet owners.
GHC is focused on improving the relocation process for Defense Department and Coast Guard personnel and their families. It provides the Defense Personal Property Program a new model for moving household goods. A company called HomeSafe Alliance will serve as the single move manager responsible for packing, shipping, storing, delivering and unpacking of household goods worldwide. Read the GHC: Global Household Goods Contract Fact Sheet for more information about program offerings and implementation.
The purpose of GHC is to improve the overall moving experience by addressing long-standing limitations that exist within the legacy program. Under the legacy program, also known as the Tender of Service program, numerous commercial moving companies throughout the world manage the household goods shipment needs for the Defense Department. This model makes it difficult for the government to hold industry accountable in a meaningful way for individual performance failures. This generates friction, frustration and capacity challenges, which many customers endure during the relocation process.
GHC provides a solution by having a single company manage all moves worldwide through a contract overseen by the Defense Department at the installation, service and joint levels. GHC institutes formally defined standards, oversight responsibilities, incentives and consequences to improve accountability and service. The government holds the single company accountable to the terms laid out in the contract. Improvements include:
Some of the major improvements under GHC include:
To schedule a shipment, you will start by visiting the Defense Personal Property System, or DPS. You will be presented with a series of questions on the DPS landing page to determine if your new shipment request will be carried out under GHC or the legacy program.
If your shipment is selected to move under GHC, you will be directed to use two new online systems — DOD’s MilMove and HomeSafe Alliance’s HomeSafe Connect — in place of DPS. These user-friendly systems will provide you the opportunity to oversee your move in a new way, making it easier than ever to request, track and manage your shipments. Unlike DPS, both systems can be accessed via a desktop or hand-held device, making them much more convenient to access and use at any time.
See the GHC: Scheduling a GHC Shipment Fact Sheet to learn more about using these two new systems.
Currently, GHC focuses on providing services associated with household goods shipments, storage-in-transit warehouse services and unaccompanied baggage shipments. In the future, GHC will also support the movement of household goods to and from non-temporary storage (NTS) warehouses. GHC does not affect the movement of privately owned vehicles (POV). For full or partial personally procured moves (PPM), you will continue to work with your service branch. In the future, the service branches plan to use MilMove to request and submit information for PPMs — for now you will continue to use DPS.
Under GHC, HomeSafe Alliance will serve as the “single move manager” responsible for the packing, shipping, storage, delivery and unpacking of household goods throughout the world. To accomplish this, HomeSafe has formed, and will continue to form, a network of commercial moving companies to service shipments, many of which will be small, local businesses (e.g., agents, packers, truckers).
The DOD continues to be a part of the moving process conducting numerous roles under GHC. A dedicated team of personal property experts and acquisition professionals at United States Transportation Command, in coordination with DOD’s existing network of personal property offices operating around the globe, provide contract oversight and compliance. For instance, specific DOD personnel are responsible for:
You are encouraged to reach out to your local transportation office if you have questions or need assistance during your move.
The DOD will use new tools, such as MilMove and DOD analytical tools, to serve as platforms for government personnel to monitor and ensure HomeSafe is providing customers with the required services specified in the contract. Specific DOD roles are responsible for reviewing HomeSafe’s performance daily and will use data captured in MilMove to monitor HomeSafe’s overall performance. For instance, quality assurance surveillance personnel will use MilMove to document if HomeSafe is picking up shipments during a customer’s requested seven-day window. From there, the individual evaluation reports captured in MilMove will be aggregated into overall monthly performance assessments for review by United States Transportation Command.
The Service Contract Act (SCA) is a requirement within GHC that requires those performing moving services under the contract to receive the prevailing local wage and benefits. This should enable moving providers to successfully compete in the local job market to get the best qualified employees for the job and improve “service at the curb.”
If you want to learn more about how the moving companies will incorporate these requirements, view HomeSafe Alliance’s SCA resources.
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