Frequently Asked Questions
What is Dolly?
Think of Dolly as your moving, delivery, and heavy lifting concierge. We connect you with local truck owners (called "Helpers") who are ready to help with your moving, delivery, and hauling needs.
Who are the Dolly Helpers?
Every Dolly Helper is an independent contractor that is background checked and vetted by Dolly and continuously rated and reviewed by other Dolly customers. Rest assured that Dolly aims to work with only the best contractors who can provide an incredibly high level of service and pays close attention to their ratings to ensure that's the case.
How much does a Dolly cost?
Pricing is personalized based on the details of every Dolly. In general, the cost varies based on the number and type of items being moved, the number of Helpers requested, the distance between pickup and drop off and the service level selected. To get a quote and book, visit book.dolly.com.
What's the difference between curbside and standard service?
With standard service, your Helper(s) will pick-up and place your items from and to a room of your choosing. With Curbside, your Helper(s) will pick-up the items at the curb and drop them off at the curb. You are responsible for getting it to and from the Helper's vehicle.
How do I pay my Helper(s)?
All payment is done directly through Dolly via credit card or the other electronics forms of payment offered—no cash needed!
Can I tip my Helper(s)?
Yes, but tipping is completely optional (though much appreciated by Helpers). You'll be able to tip your Helpers directly through the Dolly app once the Dolly has been completed. Helpers receive 100% of the tip and the tip amount is added to the cost of your Dolly.
Is there a cancellation fee?
In the event that you cancel your Dolly with more than 24 hours notice, your hold is released. If you cancel with less than 24 hours notice and a Helper is scheduled, a 20% cancellation fee is applied. In the event that your Dolly has "started" and/or your Helper(s) have arrived at the first location and cannot complete your Dolly due to cancellation, rescheduling, or any reasons outside of their control, a 50% cancellation fee is applied.
How do I edit my Dolly?
You can edit the details of your Dolly to make changes or include additional information. To edit your Dolly, open the Dolly app or log in to book.dolly.com. Look in the list of "My Dollys" for the Dolly you'd like to edit, then select the "Edit" button. You'll be able to change the locations, items moved, date, time, and more. When you're finished editing, continue clicking the green "Save and Continue" button on the bottom right of the screen and finally click the "Update Dolly" button on the last screen to ensure your changes are saved.
How do flexible time windows work?
If you select a flexible time window (a time period greater than 30 minutes) for your Dolly, we'll look for Helper(s) available anytime in that period. The Helper(s) that select the Dolly will select it at a specific time within that window, so your Dolly may not necessarily start at the first time period you selected for your flexible time window.
How do I reschedule my Dolly?
To reschedule your Dolly, open the Dolly app or log in to book.dolly.com. Look in the list of "My Dollys" for the Dolly you'd like to reschedule, then select the "Edit" button beside its details. Proceed through the flow again until you reach the time and date screen. Change the date or time of your Dolly to the desired new start time. Then, proceed through the flow, making sure to click the final "Update Dolly" button on the last screen. If your Dolly has already been scheduled with a Helper, we'll see if they're available for the new time you've requested, and if not, we'll get started on finding you a new Helper right away.
How do I communicate with my Helper(s)?
You and your Helper(s) will be able to message and call one another via the Dolly app or website. Phone numbers are made anonymous for both you and the Helpers' protection.
How do I know how big my items are?
If you enter a box or bag on the Add Items step we provide size criteria like small, medium, or large. To find out what classifies these dimensions go here: item size guide.
Will Helpers pack boxes?
Helpers do not pack boxes. It is expected that you will have everything packed and ready for transport before your Helper(s) arrives.
Will Helpers disassemble or assemble furniture?
Helpers can break down items that need to fit through doorways or tight hallways in order to move, like unscrewing legs on a couch. However, this service does not extend to full disassembly or assembly on furniture that takes longer to break down, like disassembling or assembling an IKEA bookcase.
Do Helpers wrap items?
Helpers will come equipped with straps and tarps, but if there is any item you are concerned about protecting, it's best to wrap it up beforehand.
What happens if my Labor Only time block goes short?
To fairly compensate Helpers for committing to the time block requested, once your Dolly has started, you will not be able to reduce the duration of a Labor Only (no truck, just muscle) Dolly for which you've booked a number of hours.
How should I list a bed?
We get this one a lot! If you enter "Bed (Your Size of Bed)" it includes a mattress, box spring, and bed frame. Feel free to add each of the parts of your bed individually as well, it's up to you!
What if an item doesn't fit into my home?
In the event your item can't be delivered because it doesn't fit through the door, your Helper can leave the item outside your home or return it to the pickup location for an additional fee. It is highly encouraged to take the appropriate measurements of all doorways, hallways and other spaces in the delivery path to ensure the items will fit before booking a Dolly.
What happens if my items are damaged during the Dolly?
Dolly offers Damage Protection to protect your stuff in the unlikely event something is damaged during your Dolly, including water damage, scratches, marks, tears, breakage, etc.
Most Dollys automatically come with $300 worth of damage protection (see below for exceptions). If you'd like to add additional protection, you can do so as part of the Dolly booking process by simply inputting declared values for your items.
You can increase the amount of protection in $100 increments up to $10,000 per Dolly. Each $100 increment of additional protection costs $1.
In the event that damage occurs to your item(s), please contact us to start a claim.
Please Note: Damage Protection cannot be applied to the following: (1) Labor only time blocks and Donation/Dumped Item Dollys. (2) Store pickup/delivery Dollys (These Dollys come with a maximum of up to $10,000 coverage already.) (3) Damage protection only applies to items being transported and cannot be modified once your Dolly has started.
You must report any damage within 14 days of the Dolly. During the damage claim process you must respond to action items within 30 days, failure to do so will result in nullification of the claim.
What if my walls, floors or other elements of my home are damaged during the Dolly?
In the unlikely event that there is damage to your home (walls, floors, ceiling, etc.) your Dolly is protected via our commercial liability insurance. We do not require an additional purchase for this protection.
In the event that damage occurs, please contact us to start a claim.
Please Note: hardwood floors are only covered if you indicate that hardwood floors are present by checking this box in the Dolly creation process on the screen following where you put in your addresses.
How do I become a Helper?
You can apply to become a Helper here.