Frequently Asked Questions

We get asked this a lot, but the answer is that it really depends on what you have. Our low hourly rates are the same seven days a week and are easy to understand. Once we arrive and do our walkthrough, the clock starts and you’re the boss.  If you need us longer than estimated, we’ll only charge you in 15-minute increments (prorated).

The best thing you can do to keep your moving cost as low as possible is to prepare for your move and be fully packed and ready to go on move day (see the answer below about how to prepare).

We have been in the business of moving people since 2012 and have successfully done more than 40,000 moves.

• Moving truck including drive, fuel, and mileage ????
• Furniture disassembly and reassembly (we bring the tools) ✅
• Wrapping and padding to protect your items ✅
• Unloading and unwrapping everything in your new home ✅
• Professional trained movers with great attitudes and friendly smiles ????

To secure a slot for your move, we require a refundable deposit of $100.

In case you need to cancel or reschedule, we kindly request a minimum of seven (7) days’ notice. This allows us to find a replacement for your reserved spot and accommodate your booking at a more suitable time. Rest assured, if you provide us with the required notice, your deposit will be fully refunded.

Payment in full is due upon completion of your move when signing out your movers. We accept credit cards (3% processing fee), debit cards (3% processing fee), or cash.

Our movers often receive gratitude from customers in the form of tips, typically ranging from 10% to 20% of the total bill. While tipping is not obligatory, it is genuinely valued as moving is undoubtedly a challenging task. You have the option to add the tip to your credit card payment or provide it in cash at the conclusion of the move.

In case tipping is not feasible for you, one of the kindest things you can do for your crew is to leave us a review on Google, Yelp, or Facebook. It means the world to us!

Many movers prefer to bring their own lunch while working. However, some moving crews choose to make a stop during their journey to the next location. In either case, if the crew is taking a break then they will clock out for the duration of their break, and the time spent on the break will be deducted from your final charges as shown on your invoice.

We provide comprehensive packing services at a straightforward hourly rate. Whether you require assistance with packing a few rooms or your entire home, including delicate items like artwork and glassware, we’ve got you covered. Our skilled team can handle everything, from the kitchen to clothing, to keep your belongings safe and secure for the move. Just ask one of our team members for a packing quote.

If you decide to pack yourself, please kindly ensure that all your items are appropriately packed in sealed boxes and ready before the moving crew arrives on the designated move day. This will help keep your items safe and your moving costs low.

Absolutely!! Obtaining insurance in this industry can be quite a challenge, leading to many moving “entrepreneurs” operating without coverage. However, we are fully licensed and insured in accordance with all state and federal regulations. A copy of our certificate of insurance is included in every moving quote.

In Texas, movers are strictly regulated by both the TxDMV and the Texas Department of Insurance. For your reference, our TX DMV number is 009807157C. ????????

We also provide the Texas DMV-mandated valuation protection of $0.60 per pound for any belongings that may get broken, lost, or damaged during the moving process.

In the unfortunate event that something is damaged, Mustang Moving has a simple claims process. We ask customers to initiate a claim within seven (7) days of delivery of the item(s) and provide any additional information requested by Mustang in a timely manner to facilitate the claims process.

To initiate this process, please submit your claim to [email protected]

Please include all of the following information when submitting a damages claim:

1. Photos of the Damage(s) (make sure to include a photo of the whole item as well & photos of any identifying labels with make and model information)
2. Description of Damage(s) (summary description of the nature of the damage and how it occurred to the best of your knowledge).

Please keep in mind that any claim compensation will be based on the damages policy governing all of our moves that you accepted as part of your moving process. We do not provide full replacement value coverage, and damages claims are limited to the standard TX DMV required coverage of $0.60/pound.

The review process can take up to two weeks from the time we’ve collected all the information. Under Texas law, we are required to resolve every moving claim not later than 90 days after receiving it. However, we usually work much faster than that.

We appreciate your patience and we’ll work to resolve your claim as quickly as possible.

The safest answer is yes. This is especially important in the following cases:

1. The contents of the drawers are unusually heavy;
2. The piece of furniture is not very strong/stable and there’s a risk of collapse during the move (like IKEA furniture); and/or
3. The contents are fragile/delicate or valuable (like jewelry, heirlooms, etc.)

If none of these apply and you prefer to leave the items in drawers, that is OK.

If you have a specific piece you’re worried about or aren’t sure how to handle, feel free to contact us and one of our moving specialists will help you out!

If you have a specific piece of furniture you are concerned about, or if you are unsure how to handle certain items, please don’t hesitate to contact us. Our team of moving specialists will be happy to assist you!

We offer comprehensive moving services for a wide range of items, covering almost anything you need to relocate. Below is a list of special items we handle, along with their respective prices.

• Upright Piano – $149 (no stairs)
• Gun Safe up to 400 pounds – $149
• Pool Table – $299
• Treadmill (Standard) – $149
• Treadmill (Peloton) – $75 (if disassembled prior to move day)
• Elliptical Machine – $149

Note that all of the above are base prices and may change depending on the special characteristics of an item or the location(s) of moving.

For the safety of our crew, your belongings, and everyone on the road, there are certain items we are unable to transport. Please review the list below before your move date. If you have questions about a specific item, don’t hesitate to call us — we’re happy to help you find the right solution.

These items pose a serious fire or explosion risk inside a moving truck:

Gasoline, diesel fuel, and motor oil
Propane tanks (including grill tanks and camping tanks — even if “empty”)
Kerosene, lamp oil, and lighter fluid
Aerosol cans under pressure
Paint, paint thinner, and varnish
Ammonia, liquid bleach, and cleaning solvents
Acids and corrosive chemicals
Fertilizers and pesticides
Pool chemicals
Fire extinguishers
Matches, charcoal, and Sterno fuel
Fireworks and explosives of any kind

Tip: Austin residents can safely dispose of hazardous materials at the City of Austin’s Household Hazardous Waste facility. Visit AustinTexas.gov for drop-off locations and hours.

We are unable to transport live plants. The USDA restricts the interstate movement of nursery and houseplants to prevent the spread of pests, insects, and plant diseases. Plants can also be damaged in an enclosed truck with no climate control or sunlight.

Tip: Bring plants in your personal vehicle, or give them to friends and neighbors before your move.

No live animals — including pets — can be transported on our moving truck. This includes cats, dogs, birds, fish, reptiles, and any other animals.

Tip: Make arrangements for your pets in advance. Many pet transport services and boarding facilities are available in the Austin area.

We strongly recommend keeping the following items with you personally during the move:

Jewelry, watches, and precious stones
Cash, coins, and stamp collections
Stocks, bonds, and financial certificates
Family heirlooms and irreplaceable keepsakes
Fine art, antiques, and rare collectibles

While we take every precaution to protect your belongings, moving company insurance does not typically cover the full replacement value of these items. Keeping them with you ensures they are safe and accounted for at all times.

Never pack these in a moving box — keep them with you:

Passports and driver’s licenses
Social Security cards and birth certificates
Medical records and prescriptions
Insurance policies and tax documents
Wills, deeds, and legal documents
School records

Ammunition cannot be transported on our moving trucks. Firearms may be transported under certain conditions — they must be unloaded and properly secured, and must comply with all applicable Texas state and federal laws. Please contact us in advance to discuss your specific situation.

We cannot transport perishable food, including items in your refrigerator or freezer. Food left in enclosed trucks can spoil quickly and create health and sanitation issues.

Exception: Frozen food may be transported in a sealed freezer if the move is under 150 miles and can be completed within 24 hours of loading — provided the freezer is at proper deep-freeze temperature at the time of loading. Please ask us ahead of time.

We are unable to move industrial machinery and heavy equipment. Items in this category require specialized rigging, permits, and transportation methods that go beyond standard moving services. This includes (but is not limited to):

Manufacturing and factory machines
CNC machines and industrial presses
Generators and large compressors
Forklifts and pallet jacks
Commercial kitchen equipment (large-scale)
Heavy construction equipment

Need help with industrial equipment? We recommend reaching out to a licensed machinery moving specialist. Texas has several companies that handle oversized and heavy industrial loads, including the proper TxDMV oversize/overweight permits required by state law.

Medications that require refrigeration (consult your pharmacy for transport guidance)

Open or partially used containers of paint and cleaning supplies

Any item that is illegal to possess or transport under Texas or federal law

Still not sure about a specific item? Give us a call before your move and we’ll walk you through your options. Our goal is to make your move as smooth and stress-free as possible.