Frequently asked questions
Know what to expect before moving day.
These answers are a practical starting point. Your confirmed quote and booking terms will always take priority for the specific move.
How do I get a quote, and how long does it take?
Complete the online quote form and, ideally, the inventory checklist. The Shepherd team reviews your route, access and load details, then contacts you to confirm the scope and price. Response times depend on demand and the complexity of the move.
What information makes my quote more accurate?
Provide both addresses, the preferred date, a complete room-by-room inventory, photographs where useful, floor levels, stairs or lift access, walking distance to the truck, estate or building restrictions and every heavy, fragile or unusual item. Missing access or inventory details can change the final scope and price.
Can Shepherd assess the move before confirming the price?
If the inventory, access or specialist handling cannot be assessed reliably from the form, Shepherd may request photographs, a video walkthrough or an on-site assessment before confirming the written quote.
Do you provide packing materials, and can I buy boxes separately?
Yes. The shop carries cardboard boxes, television and wardrobe boxes, tape, bubble wrap, packaging paper and mattress covers. You can order packaging without booking a move.
Do you offer storage between moves?
Storage can be coordinated when your move-out and move-in dates do not align. Tell us the likely duration and whether you will need access during storage so the team can confirm an appropriate option.
Can Shepherd pack and unpack for me?
Packing, protective wrapping and unpacking can be requested with the move. State which rooms or items need help and whether Shepherd must supply materials. The confirmed quote will specify what is included.
Do you dismantle and reassemble furniture?
Basic dismantling or reassembly can be requested for suitable furniture. Identify beds, tables, shelving or other items in advance, and disclose fitted, fragile or complex pieces. Electrical, plumbing and specialist installation work is not assumed unless specifically confirmed.
Is my furniture insured during the move?
Insurance requirements and declared values must be discussed before the move. Do not assume automatic cover for every item; disclose fragile, high-value and specialist items in your quote request.
What items cannot be transported?
Clients must transport flammable items, firearms and ammunition, and small expensive items such as jewellery, laptops, mobile phones and tablets. Empty gas bottles and unusual items must be disclosed for assessment.
Do you move outside Pretoria?
Yes. Shepherd handles local Pretoria and Gauteng moves as well as long-distance relocations to destinations across South Africa, subject to route and scheduling confirmation.
What payment methods do you accept, and when is payment due?
Payment instructions and due dates are supplied with the confirmed booking or order. Never pay using banking details received from an unverified source; confirm any change directly on 066 201 4655.
How far in advance should I book?
Book as early as possible, especially for month-end, weekends and long-distance moves. If your date is close, send the request anyway and the team will confirm availability.
What happens if my move date changes?
Contact Shepherd as soon as the date changes. The team will check vehicle and crew availability and explain any effect on the booking.
What happens if I cancel or postpone?
Tell Shepherd in writing as soon as possible. Availability, work already completed, materials supplied and the timing of the change may affect deposits or rescheduling. The confirmed quotation and booking terms govern the specific booking.
What should be ready before the moving team arrives?
Unless packing service is included, boxes should be sealed and labelled, appliances disconnected and drained, loose items contained, access routes cleared, keys and lift bookings arranged, and restricted or personal valuables separated. Tell the team about anything that is not ready before moving day.
What if it rains or severe weather affects the move?
The team will protect items and work safely where reasonably possible, but severe weather or unsafe access may require a delay or adjusted plan. Keep the route to the vehicle clear and tell Shepherd about exposed loading areas before the move.
Do stairs, lifts and long carrying distances affect the move?
Yes. Floors, staircases, lift size and booking windows, narrow passages, parking distance and truck access affect time, labour and equipment. Provide these details for both collection and delivery addresses before confirmation.
Do you move pianos, safes, pool tables and other heavy items?
These items can be assessed as specialist moves. Select the relevant option in the quote form and provide the type, approximate size or weight, collection and delivery access, stairs and any lifting constraints. The team confirms feasibility, equipment and pricing before booking.
Can you move concrete or precast garden items?
Declare concrete tables, benches, ornaments, slabs or other precast pieces individually. Include approximate dimensions, weight if known, whether the item is fixed in place and the carrying path. Shepherd must assess handling and vehicle requirements before confirming the move.
How do I list furniture stored in a garage, backroom or outbuilding?
The quote form asks whether a garage is used as a storeroom and how full it is. It also includes backrooms, cottages, storerooms, sheds, Wendy houses and extra lounges. Add the furniture to the inventory as normal, then describe the extra space and access.
What is different about a commercial move request?
Commercial requests collect company and site details, workstations, filing or stock, IT or machinery, loading-bay and lift access, permitted moving windows and downtime constraints. Shepherd reviews these requirements before confirming the plan.
What affects the final moving price?
Route and distance, inventory volume, property and vehicle access, stairs or lifts, crew and labour time, packing, disassembly, storage, specialist equipment and the moving date can all affect the final price. Any online indication remains subject to assessment and written confirmation.
Must someone be present during collection and delivery?
A responsible authorised person should be available to confirm the inventory, provide access, answer placement questions and sign any required records. Give Shepherd the site contact details in advance if the person changes.
What should I do with jewellery, documents and personal electronics?
Keep cash, jewellery, identity documents, keys, medication, laptops, mobile phones, chargers and other small valuables with you. Do not pack them into the moving load unless Shepherd has specifically agreed in writing.
Can plants, food and pets travel in the moving vehicle?
Pets should travel separately with the owner. Discuss plants before booking because route, heat and space can affect whether they can be accepted. Empty or remove perishable food and anything likely to leak, spoil or attract pests.
What should I do if I notice damage or a missing item?
Notify Shepherd as soon as possible, identify the item and move reference, retain packaging, and provide clear photographs and relevant documents. Do not repair or discard the item before Shepherd has responded. The applicable quotation and booking terms govern assessment of the report.
How do Eco Rental Boxes work?
Reusable crates are delivered before the move and collected or returned afterwards. Shepherd confirms the kit size, rental period, delivery or collection arrangement and any refundable deposit before payment.
How are customer testimonials checked before publication?
A customer responds through Shepherd’s Microsoft Form after being contacted by Shepherd Admin. Admin records the response and consent, the CEO reviews it, and the CEO must separately release it before it appears publicly. It can later be withdrawn.
Are Google and Bark reviews copied into the testimonial carousel?
No external review is presented as a first-party testimonial. Google and Bark references must remain clearly attributed and linked to the original platform. Shepherd does not scrape external review text or describe a selected sample as the complete review record.
