Frequently Asked Questions

In principle, our services are available nationwide.
However, depending on the season, we may not be able to serve certain areas, such as some remote islands. Please contact us for details.

Our branch offices are open from 8:00 a.m. to 7:00 p.m

We do not have regular closing days.
However, some branches may be closed during the New Year holiday period. For detailed business hours, please contact each branch directly.

Yes, we do. We offer various campaigns and benefits, including:
•Partner Reward Point Campaign
Present your point card at the time of your estimate, and you will earn points based on your moving fee.
•Official Website Exclusive Campaign
When you request an in-home estimate through our official website, you can receive 20% off the basic moving fee.

Yes, temporary storage is available.
We offer storage services for customers who are moving due to home rebuilding or renovation.
Storage arrangements are discussed during the in-home estimate, so please let us know in advance if you require this service.
Notes:
•Fees vary depending on the volume of items and storage period.
•Additional charges may apply for special items.
•Once items are placed in storage, partial retrieval is not available during the storage period.

Yes, we can.
We offer storage services for customers who are moving due to home rebuilding or renovation.
Please consult with us during your in-home estimate.

No.
For safety reasons, customers are not allowed to ride in the moving truck.

Yes, temporary storage is available.
Please note that terms and conditions are the same as those for household goods storage.

Yes, we can accommodate late-night or early-morning moves.
However, availability depends on conditions, so please consult with us in advance.

For long-distance moves, we will do our best to accommodate your preferred unloading time.
However, depending on traffic conditions and vehicle scheduling on the day of the move, we may not always be able to meet your request. Please consult with our sales staff during your estimate.

Yes, we can handle moves involving multiple pickup and delivery locations.
Please feel free to contact us for details.

Yes, you can specify the delivery date.
Please contact us to discuss your preferred schedule.

Yes, we can.
Please note that each building has its own rules and regulations, so we recommend consulting with us in advance.

Please contact the branch office where you signed your contract to confirm the schedule and time.

If you choose a service without a fixed time, the estimated arrival time will be provided on the day of the move.

Those items are not eligible for the Web-only (All Online) service.
Please apply through the Free estimate form instead.

Yes, you can change your moving date.
Please contact your assigned branch at least three days before the scheduled moving date. We will inform you of available alternative dates.

The delivery date depends on the moving area, season (peak or off-peak times), and distance.
Please contact us to receive an estimated delivery schedule based on your situation.

For large furniture items, our staff will handle packing.
Under the Economy Plan, customers are responsible for packing items that fit into boxes and can be properly closed. Items that do not fit into boxes will be packed by our staff on moving day.
If you prefer full assistance, consider our Standard Plan (includes packing) or Full-Service Plan (includes packing and unpacking). We will recommend the most suitable plan based on your needs.

Please refer to our Optional Services page for details on available electrical work home appliances setup services.

If there are any changes to your moving details after the estimate has been issued, please contact the branch office in charge of your move.
You can reach them at the phone number listed on your estimate, or by calling our toll-free number at 0120-00-1141.
Once we confirm the details of the changes, we will provide you with updated information accordingly.

Yes, you can still request an estimate even if your new address has not yet been finalized.
We will provide an estimate based on the information currently available, so please feel free to contact us.
Please note that during peak moving seasons, customers with confirmed destination addresses may be given priority.

This varies by region, but in general, on-site estimates are available from 8:00 a.m. to 6:00 p.m.

For single-person moves or moves with a smaller volume of household goods, estimates may be available by phone or email.
However, for family or multi-person moves, or moves with a large amount of belongings, issues such as “items not fitting in the truck” or “the truck being unable to access the location due to road width” may arise on moving day depending on the volume of goods and access routes.
To avoid such problems and ensure an accurate and worry-free move, we generally recommend an on-site estimate.

By accurately assessing the volume of your household goods, we can determine the appropriate truck size and provide you with the most accurate and suitable moving plan.
We can also suggest cost-saving options to help reduce your moving expenses. In addition, we will provide you with our mail-order Catalog.

Yes, all estimates are completely free of charge.
No fees will be incurred for consultations or estimates, so please contact us with confidence.

We recommend requesting an estimate approximately three months before your planned moving date.
Contacting us early makes it easier to secure your preferred moving date and compare pricing options.

Even for family moves with a large number of belongings, the process usually takes about 30 to 40 minutes.
All estimates are free of charge, so please contact us with confidence.

For single-person moves, we offer remote estimates via video call, an online service called Web-only(all online)” that allows you to complete the contract online, as well as estimates by phone.
Please note that depending on the volume of your belongings and other conditions, we may request an on-site estimate in some cases.

Moving costs vary depending on the day of the week, the traditional Japanese calendar (rokuyō), and the time of year.
Fridays, Saturdays, Sundays, national holidays, and auspicious days such as Taian tend to be in high demand, making discounts more difficult.
On the other hand, weekday moves or dates considered less favorable, such as Butsumetsu, may be eligible for greater discounts.
Please note that during the peak season from March to April, discounts are generally difficult regardless of the date.

Common additional charges include extra work related to air conditioner relocation and the disposal of home appliances.
For air conditioner work, fees apply not only for standard removal and installation, but also for additional services such as pipe replacement, refrigerant gas refilling, wall-mounted or rooftop outdoor units, and drilling holes in concrete walls (※ drilling one hole in a mortar wall is free of charge).
In addition, the disposal of air conditioners, televisions, refrigerators, and washing machines is subject to fees in accordance with Japan’s Home Appliance Recycling Law.
Detailed pricing will be explained by the sales representative at the time of your estimate.

Moving costs are generally based on the size of the truck, transportation distance, and labor costs for the moving staff.
In addition, prices vary depending on multiple factors such as the volume of your belongings, the layout and structure of your residence, the time required for the move, and any additional services requested.
While discounts may be available for weekday moves during the off-season, discounts are typically difficult during peak periods such as March and April.
For accurate pricing, we provide a personalized estimate. Estimates are free of charge, so please feel free to contact us.

One key way to reduce moving costs is to be flexible with your moving date and time.
Depending on availability, we may be able to suggest weekdays or time slots that are more likely to qualify for discounts.
We encourage you to contact us and discuss your options.

Yes, we can issue the invoice to your employer.
If advance payment before the move is possible, we can accommodate this arrangement.
In addition, if your company is partnered with our Corporate Sales Department, post-move payment may also be available.
Please discuss the details with our sales representative at the time of your estimate.

Yes, installment payments are available when paying by credit card.
Please inform us at the time of your estimate if you wish to pay by credit card.
Details and conditions regarding installment payments will be explained during the estimation process.

Yes, payment by credit card is accepted. We support major credit cards such as VISA and JCB.
If you wish to pay by credit card, please inform the sales representative at the time of your estimate.
The necessary procedures will be explained to you at that time.

For customers who choose to pay in cash, the moving fee must be paid before work begins on the day of the move.
Advance payment by bank transfer is also available via our dedicated website.

If you wish to make an advance bank transfer, you can check the bank account details on our dedicated website.

The receipt will be issued after the moving work is completed.
On the day of the move, our staff will explain how to download the receipt, so please follow their instructions to obtain it.

Hanger boxes will be delivered when the truck arrives on the day of your move.
Each hanger box can hold approximately 7 suits or 15 dress shirts.

If you cancel your contract, please return any unused packing materials to the branch office in charge, either by bringing them in person or by sending them via mail or courier service.
Please note that return shipping costs are the customer’s responsibility.
※ Any materials that have already been used must be purchased.

Yes, we offer collection of used cardboard boxes and packing materials after the move for a fee of ¥3,300 (tax included).
If you would like this service, please contact the branch office by phone.
Please note that box collection is not available from March 15 to April 15.

Yes, we can transport them. However, older cardboard boxes may have reduced strength, so please ensure they are sturdy enough before use.

Cardboard boxes are provided free of charge at the time of contract.
The number of boxes depends on the truck size and the volume of your belongings, but up to 50 boxes (two sizes: large and small) are available.
If you sign the contract during an on-site estimate, the boxes can be handed over on the spot.
If you wish to receive them after signing the contract, please contact the branch office.

We provide cardboard boxes and packing tape free of charge, based on the volume of your belongings.
Additional packing materials can be purchased for a fee through Panda Selections, our shopping service.

Hanger boxes and shoe boxes will be delivered when the truck arrives on the day of your move.
No advance delivery is required, so you can continue using your clothes and shoes as usual until moving day.

We offer two sizes of cardboard boxes: large and small.
•Large size: 34 cm (H) × 52 cm (W) × 35 cm (D)
Ideal for lightweight and bulky items such as clothing.
•Small size: 34 cm (H) × 35 cm (W) × 32 cm (D)
Recommended for heavier items such as dishes and books.

Clothes stored in dresser or wardrobe drawers can be transported as they are, without removing them.
However, please remove any non-clothing items or valuables from the drawers, pack them separately, and carry them with you.
Clothes hanging on hangers will be placed into hanger boxes that we bring on the day of the move and transported that way.
If the clothes do not fit into the hanger boxes, please pack them in cardboard boxes.
Please note that kimono and other traditional garments should be packed separately or placed in a kimono storage case. Kimono cases are available for purchase at an additional cost.

Our staff will handle the disassembly and reassembly of furniture, including beds.
No special preparation is required on your part, so please rest assured.

We can pack and transport desktop computers.
For laptop computers, we ask customers to handle packing and transport themselves.
【Requests to Customers】
Because wiring and settings vary by model, please disconnect and reconnect all computer cables yourself.
Be sure to back up your data before transportation.
【Important Notice】
We cannot guarantee or take responsibility for any data stored on computers under any circumstances. Thank you for your understanding.
【Service Coverage】
• Desktop computers: Packed and transported by our company
• Laptop computers: To be packed and transported by the customer

Please secure the bottom of the box firmly with packing tape in a cross (X) pattern.
【Assembly Tips】
•Always reinforce the bottom of the box with packing tape.
•Applying tape in a cross pattern provides sufficient strength.
•Avoid taping in an “H” or grid pattern, as this may cause the bottom to give way under weight.
【Basic Packing Guidelines】
•Pack heavy items in small boxes.
•Pack light items in large boxes.
This makes carrying easier and helps prevent damage.
【Reference】
For instructions on assembling boxes and packing techniques for dishes and small items, please see the URL below.
Tips for Packing for Your Move

Clothing does not need to be packed into cardboard boxes. Items can be transported while remaining inside the clothing storage cases. However, fragile or breakable items must be packed separately in cardboard boxes. 【Service Coverage】 •Clothing inside storage cases does not need to be transferred to boxes. •We will transport the cases with the clothing inside. 【Important Notice】 If there are fragile or breakable items inside the storage cases, please be sure to pack them separately in advance. For safety during transportation, please check that only clothing is inside the cases.

All contents must be removed from a paulownia chest before transport, and kimono must be placed in kimono storage cases. 【Preparation Before Transport】 •Remove all contents (kimono and clothing) from the paulownia chest. •To prevent moisture damage and loss of shape, kimono should be packed in kimono storage cases. 【About Kimono Storage Cases】 Kimono storage cases are available for purchase. Please consult with us at the time of your estimate if you are interested. 【Important Notice】 Paulownia chests containing items cannot be transported, as this may cause damage to both the chest and its contents during transit.

Please complete the following preparations before moving day. 【Refrigerator】 •Unplug the refrigerator by the night before the move and drain any internal water. •If it has an ice maker, dispose of any water or ice in advance. 【Washing Machine】 •Please disconnect the water supply hose, drain the horse, and power cord yourself. •For drum-type washing machines, prepare the transport locking bolts that were included at purchase time. 【TV and Peripheral Devices】 •Please disconnect all cables for the TV and recording devices in advance. •Remove any DVDs or Blu-ray discs from the devices. ※ If you have questions or if procedures vary by model, please contact the branch office in charge in advance.

The following are general guidelines for storage capacity. 【Hanger Boxes】 •Suits: approximately 7 items •Dress shirts: approximately 15 items ※ Capacity may vary depending on the thickness and length of the clothing. 【Shoe Boxes】 •Shoes: approximately 12 pairs ※ The number may vary depending on the size and shape of the shoes, such as boots.

Yes, we can dispose of home appliances. However, air conditioners, televisions, refrigerators, washing machines, and clothes dryers are subject to Japan’s Home Appliance Recycling Law. If these items are no longer needed, we can collect them for a fee in accordance with the law. If you wish to request disposal, please consult with us in advance at the time of your estimate or contact the branch office in charge. Home Appliance Recycling Law (Specified Household Appliance Recycling Act)

We arrange purchase or disposal assessments through Yamaha Piano Service, one of our partner companies. Please contact them via the toll-free number below: 0120-138-444 For further details, please consult with our sales representative at the time of your estimate.

For unwanted items such as dressers or sofas that are not covered by the Home Appliance Recycling Law, please use your local municipality’s bulky waste collection service. In some areas, we may be able to collect unwanted items with your authorization (power of attorney). Availability varies by region, so please consult with us when requesting an estimate. ※ Please note that household garbage cannot be accepted by our company.

In limited areas, we offer a buyback service when you move with us. As some items may not be eligible, please consult with our sales representative at the time of your estimate. Additionally, our group companies offer a mail-in purchase service for brand-name items and small home appliances.

As a general rule, please use your local municipality’s bulky waste collection service. 【Bulky items such as dressers and sofas (not covered by the Home Appliance Recycling Law)】 Please dispose of these items through your municipality’s bulky waste collection service. 【Collection by our company】 In some areas, we may be able to collect bulky waste items for a fee if you submit a power of attorney. Availability depends on the region, so please consult with us when requesting an estimate. 【Items we cannot accept】 Household garbage, including food waste, cannot be accepted by our company.

Even for newly built homes, we take thorough protective measures in advance to prevent any damage to the property. 【Floor and entrance protection before work begins】 Before bringing items inside, we place dedicated protective mats at the entrance and along walkways to protect the floors. 【Protection for walls, pillars, and doorways】 Walls, pillars, and areas around entrances are covered with protective panels or quilted padding to guard against contact and impact. We carefully apply protection based on the condition of the property so that you can entrust your new home to us with confidence.

Yes. We sell disaster prevention items through our mail-order catalog, “Kitchiri Sakai Grand Catalog.” If you place your order before the move, our staff will bring the items on moving day and install them for you.

Yes, we can arrange cleaning services for both your old and new residences. We partner with Duskin, a leading house-cleaning company in Japan, and provide professional cleaning services. Please note that cleaning services must be requested approximately 10 days in advance of your desired service date. For details regarding cleaning scope, pricing, and availability, please consult us at the time of your estimate or contact the branch office in charge.

In principle, moving services will proceed even if it rains on the scheduled moving day. To protect your belongings, we take extra care with packing and protective measures and carry out the work safely in rainy conditions. However, if severe weather such as typhoons, strong winds, or heavy rain makes it unsafe to proceed, we may consult with you about rescheduling. In such cases, the branch office in charge will contact you directly.

Yes, we can unload items at another location, such as a friend’s home, during the move. We can handle moves that involve loading and unloading items at two locations. Please note that the work content and fees may change. Be sure to inform the sales representative in advance, at the time of your estimate, of the stopover location and the items to be unloaded so that we can provide an accurate estimate.

Yes, we can accommodate moves from two locations or to two destinations. 【Moving from two locations】 When requesting an estimate online, please register the address that is farther from the destination as the “origin address.” 【Moving to two destinations】 When requesting an estimate online, please register the destination that is farther from the origin as the “destination address.” Afterward, a sales representative from the nearest branch will visit and explain the details of the items and work procedures. All estimates are free of charge, so please feel free to consult us.

If the ceiling has a hook-type ceiling socket, our staff can install the light without any electrical work. For heavy fixtures such as chandeliers, electrical work may be required. Please confirm with the sales representative at the time of your estimate.

Yes, we can handle air conditioner removal and installation. These services are performed by our electrical work department. Please note that additional charges apply for the following work: •Installation of a new outlet •Voltage conversion •Refrigerant gas refilling •Installation of decorative covers, etc. Work details and costs vary depending on the installation conditions, so please confirm in advance during your estimate.

Yes, we can assist with furniture relocation and room rearrangement. We use protective materials to prevent damage to your home, so you can rely on us with confidence. When making a request, please enter your current address as both the “origin” and “destination” in the estimate form, and specify details such as “furniture relocation” or “room rearrangement” in the remarks section. Our sales representative will provide further details based on your request.

Yes, we can handle moves involving only a small number of furniture items or appliances. If you have flexibility with pickup and delivery dates or transit time, we may be able to offer a more cost-effective plan. We will suggest the most suitable option based on your needs, so please consult us at the time of your estimate.

We can handle furniture that does not fit through doors. Depending on the situation, we may disassemble the furniture or bring it in through a window or balcony using lifting equipment. For buildings with two or more floors, our specialized staff and vehicles are available. Availability and methods depend on furniture size and building conditions, so please consult us in advance at the time of your estimate.

Yes, we can arrange vehicle transportation. Your car will be transported either by our company or by a partnered vehicle transport provider. Details regarding methods, fees, and availability vary depending on the vehicle type and distance, and will be explained by the sales representative during your estimate.

We are sorry, but plants and garden stones cannot be transported on moving trucks. Due to their weight, shape, and soil attachment, these items are excluded from moving services. Please arrange transport through a landscaping or specialty company. If you are unsure whether an item is eligible, please consult with us at the time of your estimate.

Transportation methods vary depending on the item. 【Bicycles】 Bicycles can be transported together with your other household goods on the moving truck. 【Motorcycles】 Motorcycles are transported separately by a partnered vehicle transport company. Please consult with the sales representative at the time of your estimate for details and fees.

Yes, we can transport pianos together with your move. We handle various types of pianos, including upright and grand pianos. Fees vary depending on the piano type, floor level, transport method (stairs, elevator, crane), and distance. For an accurate estimate, please provide the following details: •Type of piano (upright, grand, etc.) •Current address and floor level •Destination address and floor level •Whether stairs, an elevator, or a crane is required Our specialists will review the details and propose the safest and most suitable method.

For safety and expertise reasons, we arrange pet transportation through partnered pet transport specialists. 【Pets we cannot transport】 Aquatic animals such as tropical fish cannot be transported. 【Long-distance transport】 For long-distance moves, air transportation may be used. Please prepare an airline-approved pet carrier yourself. 【Pickup and delivery】 In principle, pets are picked up and delivered on the same day. If desired, pet hotel services can be arranged, with delivery on a later date. 【Summer restrictions】 During summer, short-nosed (brachycephalic) dog breeds such as bulldogs may not be eligible for air transport for safety reasons. Availability depends on the pet type, distance, and season, so please consult with us at the time of your estimate.

Please refer to our Moving Checklist for preparations required before moving day. The checklist clearly outlines packing steps, procedures, and tasks to complete in advance. For details, please check the checklist on our website or consult with the sales representative during your estimate.

Yes, we can handle buildings without elevators or with narrow staircases. However, depending on staircase width, building structure, or furniture size, alternative methods such as disassembly or lifting may be required. Please discuss the building conditions in advance at the time of your estimate so we can ensure safe and efficient work.

Our staff will disassemble and reassemble furniture such as beds. Please note that some items may not be eligible. Consult with us at the time of your estimate.

Yes, we can bring furniture in through windows using lifting equipment when it does not fit through stairs or entrances. However, this depends on surrounding conditions such as road width, power lines, trees, and available work space. Because safety checks are required, please consult with us in advance at the time of your estimate. We will propose the safest method based on the situation.

This depends on the area and the specific task. Please contact us to discuss your request.

If there are any changes or additions to optional services, please inform us as soon as possible after the change arises. Advance notice allows us to adjust staffing and vehicle arrangements smoothly. Requests made shortly before or on the moving day may not be accommodated or may incur additional charges. Please contact your sales representative or the branch office in charge.

Yes, some items cannot be transported. In general, we cannot transport cash, precious metals, valuables, live animals, or hazardous items such as flammable materials and gas canisters. Some items may also be restricted depending on their condition or contents. As eligibility varies by item, please consult with the sales representative in advance at the time of your estimate to ensure a safe and smooth move.

When greeting your neighbors, it is recommended to bring practical gifts such as towels or household detergents. We offer a variety of greeting gifts priced at approximately ¥300 to ¥1,500 (excluding tax) through our mail-order catalog, “Kitchiri Sakai Grand Catalog,” which our sales representatives provide when visiting for an estimate. If you would like to use this service, please place your order at least 10 days before your desired delivery date, and the items will be delivered to the specified address on the requested date. The products are also available for purchase through our online store, so please feel free to take a look.

Generally, it is recommended to let your current neighbors know you are moving out as soon as your move has been confirmed. As for your new neighbors, it is customary to greet them on the day of your move.

You may cancel your move; however, a cancellation fee will apply if the cancellation is made two days or less before the moving start date. Cancellation fees are determined in accordance with the Standard Moving Transport Terms and Conditions established by the Ministry of Land, Infrastructure, Transport and Tourism of Japan, as outlined below: •Cancellation or schedule change two days before the move: up to 20% of the transportation fee •Cancellation or schedule change one day before the move: up to 30% of the transportation fee •Cancellation or schedule change on the day of the move: up to 50% of the transportation fee Please note that if the cancellation is due to the customer’s convenience, additional charges may apply separately for any optional services that have already been completed or initiated.

Yes. If household goods are damaged during the move due to our negligence, we will provide compensation in accordance with the Standard Moving Transport Terms and Conditions. Chapter 9 of the terms states the following: “The carrier shall bear liability for loss, damage, or delay of cargo during moving operations and shall promptly compensate for such damage.” Accordingly, for any accidents attributable to our responsibility, we will review the situation and provide appropriate compensation. For details regarding compensation coverage and procedures, please refer to the Standard Moving Transport Terms and Conditions or contact the branch office in charge.

Yes. If your belongings are damaged or lost due to our negligence during moving operations, we will provide compensation in accordance with the Standard Moving Transport Terms and Conditions. After reviewing the circumstances, we will respond appropriately based on the situation. In the event of damage or loss, please contact the branch office in charge as soon as possible. For details regarding the scope of compensation and the required procedures, please refer to the Standard Moving Transport Terms and Conditions.

No, there is no need to prepare tips or meals for our moving staff. Please don’t worry about it and feel free to leave everything to us.

Yes, we ask that you be present on the day of the move. For your peace of mind and to protect your privacy, once loading is completed, we seal the truck doors in your presence. In addition, by being present during loading and unloading, you can communicate any placement requests or special instructions directly to the staff, which helps reduce any inconvenience after the move. To ensure a smooth and worry-free moving experience, we appreciate your cooperation in being present.