FREQUENTLY ASKED QUESTION

  1. Are you for real?

    Yes, we are. We are a registered company under the Companies Commission of Malaysia (CCM) and Royal Malaysian Customs Department. Our registration number is 1113109-U and our GST ID number is 000285126656.

  2. Will I get a receipt for the payment I made?

    Our system will automatically send you a tax invoice (because we are GST registered) to your email on the same day once your moving is completed. Do contact us if you have not received the tax invoice and we will resend it to you. Should you have any request regarding the tax invoice e.g. bill under company name, let us know and we will gladly help you with your request.

  3. If I have any problem on moving day, who should I contact?

    You can contact our hotline number, 1-700-81-7170 and our on-duty Customer Service Executive will assist you with any problems you may encounter. Should you are unable to contact our hotline number, you can reach us through our webchat on our website OR email us at hello@thelorry.com. Drop us a message and we will get back to you as soon as possible.

  4. Who are the drivers? Can they be trusted?

    We at TheLorry understand that the customer’s trust and confidence in us is very important. As such, all drivers and movers are required to be registered under the Companies Commission of Malaysia (CCM), and we keep record of all their relevant documents such as company registration certification, lorry grant, and driver’s license. They will also need to go through our registration and briefing process before being able to become our partner. Only legitimate and verified transport companies are allowed to register with us.

  5. I want a price quotation. How do I get it?

    We don’t provide you with email quotation, instead our prices can be checked on our website by:

    1. Select the desired type of vehicle under the “Book” tab at the top section of our website, www.thelorry.com

    2. Key in “Street address” for both pickup and delivery address and choose from the drop down list. (we use google map address, so make sure to select from the list or we won’t be able to find the address).

    3. Select the date then click “Instant Quotation”.

    4. The next page will show you the price per trip. Fill in the full details of the address, pickup time and the type of building.

    5. The next page will show you the additional services that we provide.

    6. You can add according to your needs or just leave it blank if you do not require any of the services.

    7. If you add the additional services, the price for the services will be shown at the top. Click “Next” and a pop up will appear, prompting for username and password. If you wish to not register, just click “Continue as Guest”. Do note that, for Express Booking, you are required to register and fill in the username and password to continue.

    8. The next and final page will show you the total price for your booking.

    9. You need to fill in some basic details before you can proceed to checkout.

    10. Don't be afraid to go back and change any of the details before you confirm your booking. You may want to do this when you just want to check the price. We will only receive your booking request once you click the payment option button (Pay Cash On Delivery (COD) or Pay Online).

  6. Does the price shown include manpower? If not, how do I get the price that includes manpower?

    The price shown after you click “Instant Quotation” is the price for vehicle selected and the distance between pickup and dropoff address. It does not include any additional services such as manpower. To see what additional services that we offer, fill in all the details on the page, then click “Next”.

  7. Why are my calls / webchat / email left unanswered?

    Oh no, we are terribly sorry for not being able to get in touch. We are either facing high volume of inbound/outbound traffic (we use the same hotline for inbound & outbound calls) or you tried to reach us after our operation hours.

    Our operation hours are from 9AM – 6PM Monday to Friday, and we are closed on Sundays and Public Holidays. Do expect delays if you are trying to contact us after 6PM or during Public Holidays. We will get back to you as soon as possible.

  8. I only need a lorry and a driver. Can I still place a booking?

    Yes, you can. We give the flexibility to our customers to book a service that suits their needs. You can book for a lorry and a driver only without the driver having to do any loading/unloading/carry, or book for a lorry with driver and manpower to do the loading/unloading/lifting for you.

  9. What is Express Booking and how is it different than Normal booking?

    Normally we would require at least 3 days in advance to arrange and process your booking. However, there are times when customers would want to make a booking on a short notice (less than 2 days prior to moving date). On those instances, we employ our Express Booking service. Here are the differences between Normal booking and Express Booking service:

    1. Express Bookings are booking made less than 2 days before pickup time. We may be able to arrange for an Express Booking 2 hours before pickup time AT THE LATEST.

    2. Additional charges will be charged on the trip price for Express Booking

    3. Additional service that is available for Express Booking is Manpower service ONLY

    4. We will not be able to guarantee vehicle availability for every Express Booking, as it is a short notice request.

    5. We will inform you via email should there be no available vehicle within 1 hour from the time we receive your booking.

  10. I have completed my booking. What’s next?

    That’s great! Thank you for booking with us. Once you have completed the booking form on our website or our mobile app, an email containing the booking details will be sent to you for your reference.

    Please keep the booking number that starts with # as it will be the reference number for your booking. Once we have received your booking, we will be contacting you via telephone call to verify your booking details (for Normal Booking made using website and app).

    Once your booking has been verified, we will proceed to let our system match you with any of our trusted partners that will help with your moving. The driver’s details will be sent to your email and you may contact the driver directly for further arrangements.

    For Express Bookings, your booking details will be processed by our system to be matched with any of our trusted partners without us having to verify your booking. Once matched, the driver’s details will be sent to your email. However, in an instance where there is no driver available, an email will be sent to you within 1 hour to inform you, and you may decide whether to change the date and/or time.

  11. Will anyone from your side contact me before the moving date?

    Once your booking has been verified and a driver already assigned to you, the driver will give you a call a day before your moving date to coordinate. Alternatively, you may call the driver should you wish to discuss or inform additional information for your booking.

  12. What are the types of vehicles you have?

    We offer a wide range of vehicles that cater to moving small loose items to big bulky items. For small and loose items, you may choose a 4x4 pickup truck or van. If you are moving bulky items, you can choose between a 1 tonne, 3 tonne (14 feet), or 3 tonne (17 feet) lorry. The lorries that are in our fleet pool are mostly canvas type lorries. We do however have boxed lorries, but you may have to inquire for availability to hire one.

    Need a bigger lorry than the ones we offer? Please inquire our Customer Service and we will help out as much as we can to assist you in finding a more suitable sized lorry for you.

  13. Can I ride with the driver?

    You may ask the driver whether he is willing to take you as a passenger (if there’s space in the passenger seat). This is however fully based on the driver’s discretion. Please note that we will not be responsible for any issue/problem that might occur during transit. As an added note, the cargo space is prohibited from transporting people and animals.

  14. Do the drivers drive straight through to destination?

    For bookings made within reasonable distance, the drivers will drive straight to the drop off address after finish loading at pickup. As for bookings made farther, the drivers will usually stop at one or multiple rest stops along the way to rest and recharge.

    Make sure to plan ahead your moving date and time as some journey may require next day delivery (Eg: Journey from Johor to Penang starts from 3PM and may arrive late at night).

  15. Do I have to be at the pickup and/or delivery locations?

    Yes. But in case you are booking on behalf of another party, or you are not able to be at the pickup and/or delivery address, you must designate a representative and provide his/her contact details (such as name and phone number) to the driver.

    If a representative is to be at location, please ensure that he/she is aware of your booking details and the services that you have chosen for the booking. This will help to avoid any confusion or delay on moving day. Also, the representative will pay on your behalf to the driver once the move is completed if the chosen payment method is Cash On Delivery (COD).

  1. How do I make a booking

    You can make a booking the same way you would check our pricing. The only difference is that you need to proceed to the page where you choose the preferred payment method. Follow these steps to start booking with us:

    1. Select the desired type of vehicle under the “Book” tab at the top section of our website, www.thelorry.com

    2. Key in “Street address” for both pickup and delivery address and choose from the drop down list. (we use google map address, so make sure to select from the list or we won’t be able to find the address).

    3. Select the date then click “Instant Quotation”.

    4. The next page will show you the price per trip. Fill in the full details of the address, pickup time and the type of building.

    5. The next page will show you the additional services that we provide.

    6. You can add according to your needs or just leave it blank if you do not require any of the services.

    7. If you add the additional services, the price for the services will be shown at the top. Click “Next” and a pop up will appear, prompting for username and password. If you wish to not register, just click “Continue as Guest”. Do note that, for Express Booking, you are required to register and fill in the username and password to continue.

    8. The next and final page will show you the total price for your booking.

    9. You need to fill in some basic details before you can proceed to checkout.

    10. Don't be afraid to go back and change any of the details before you confirm your booking. You may want to do this when you just want to check the price. We will only receive your booking request once you click the payment option button (Pay Cash On Delivery (COD) or Pay Online).

  2. I keyed in my address and the drop down list doesn’t appear / error saying “Please insert a specific address”. How do I proceed?

    Our address system adheres to Google Maps API so only the address that appear in Google Maps search will show in the drop down list. If you encounter this, try to Google your address first and look for the format it appears in the Google Maps search.

    Use that format in our address bar. If the address does not appear in Google Maps, you can enter any landmark near your address that would appear in Google Map in our address bar. Later, you may add the full address in our “Additional Remark” section within the booking process.

  3. What are the payment methods accepted?

    We accept both Cash On Delivery (COD) and Online payment for any Normal Booking. For Express bookings, only COD will be available if you are booking through our website. If you wish to pay via online payment for Express Booking, you can instead use our mobile app.

    Moreover, for online payment, you can pay via credit card/debit card/direct transfer which can be chosen when you are redirected to our payment merchant page.

    We currently do not accept payment by cheque or direct transfer to our company bank account unless a special arrangement is made with the approval of our Account Department prior to the moving date.

  4. Can I change the payment method after completing the booking process?

    Yes, but we would require you to notify us at least 3 working days in advance before the moving date. If the change is from COD to Online Payment, we will only proceed with your booking once your payment is cleared and reflected on our company bank statement.

    We will not entertain any change of payment method (especially from COD to Online Payment) on moving day.

  5. I have last minute changes for my booking. Can I change the booking details?

    Yes, you can. You can contact us by email / webchat / phone call to inform the changes that you wish to make. Just provide your booking number so that we can amend accordingly and send the new booking details to you. However, for change of address, services or moving date, the booking price may change according to the changes you made. We will only proceed once you agree with the new pricing.

  6. I need to cancel my booking. What’s your cancellation policy?

    For cancellation, please inform us at least 1 to 2 days in advance of moving date. If you already made payment for your booking, we will refund within 4 – 21 working days (depending on our online payment merchant process with the bank).

    Should you make any last minute cancellation, especially when the transport already arrived at the location, a cancellation fee of 50% from the booking total price or RM200 (whichever is lower) will be applicable. Cancellation fee may also be applicable but not limited to the following circumstances:

    1. If the mover already arrived discovers, through communication with the customer, that the customer’s items are not eligible for moving due to, but not limited to, items under the “TRANSPORT AND GOODS LIMITATIONS” list on our Terms & Conditions.

    2. Items that exceed the dimension limit and/or incorrect information provided by the customer that make the moving process unable to proceed.

    3. Illegal items such as illicit drugs, firearms, and weapons.

  7. What happen if I require additional trips?

    In case on moving day you discover that your items would not be able to fit and moved in one trip, and that you require multiple trips, please inform us so that we may calculate for you the additional trip charge.

    As our service is per trip basis, any additional trip charge will be based on the original booking price. To avoid last minute additional charges, please ensure that you chose the suitable vehicle type and services or contact our customer service for advice on which vehicle and services to choose.

  8. What if I want to request for additional pickup/drop off

    If you have multiple pickup or drop off, you can add additional locations by clicking “Add Location” button on the “Where To Pick-Up & Deliver?” page. The price quote will update automatically. Should you already made a booking but you want to add another pick-up/drop off location, please contact us via email / webchat / phone call and provide your booking number. We will update your booking details and send it to you. Your booking will only proceed once you agree with the changes.

  9. How do I know what type of vehicle to choose?

    Should you have any trouble in choosing a suitable type of vehicle, do contact us via email / webchat / phone call and our customer service will help recommend a suitable vehicle and services for you to choose.

  10. How do I know what is my booking number?

    Once you have completed your booking on our website or mobile app, an email will be sent to your email which you have provided. You can find your booking number which starts with ‘#’ under the “Booking reference”. For any inquiry or change regarding your booking, this number will be used as the reference number.

  11. What is the difference for building type?

    The building type will determine the price for manpower service. So if you live on the second floor (& above) in a building without lift, there will be additional workload and working time for the movers to carry your items by stairs. Hence the higher price quote.

  12. What is the deal with the pop ups for public holidays and express bookings?

    Because our operation hours are only from 9am to 6pm Monday to Friday and we do close on Public Holidays, the pop up serves as a reminder for you to revise your moving plan. This is to prevent hiccups during moving day. Moreover, some building management will not allow moving in or out on Sundays and Public Holidays. So make sure you plan your move suitably for convenience.

  13. I need to add additional information/instruction. Where do it type it?

    You may add additional information or instruction under the “Additional Remark” space during the booking process. We will try our best to fulfil your request within reasonable scope of your booking. Should you request for services that are not offered or appear in our booking form, please inquire our Customer Service to see whether it can be fulfilled.

  1. Does the driver help with the moving?

    It depends. If you have not chosen manpower service, the driver will only drive and will not help with carrying your items from the premise (house, office, shop, etc.) to the lorry. He WILL help with sorting and arranging your items onto the vehicle however.

  2. What will the movers do if I select manpower service?

    The manpower, depending on the number of people you choose, will be the driver and possibly an assistant that he brings along. They will help you to carry your items from the premise (house, office, shop, etc.), load, secure your items into the vehicle, and unload at drop off.

    If you added furniture assembly and/or bubble/shrink wrapping service, the manpower will assemble and disassemble your furniture as well as wrapping your bulky items with bubble or shrink wrapping depending on the type of wrapping you chose.

    However, there are certain tasks that are not included in the manpower service such as packing, dismantling of electrical or any appliances that require certified individuals (e.g. air conditioning, water heater, wiring and piping) and permit application to move in/move out from both pickup or delivery premises.

  3. Does the 4x4 Pickup vehicle type offer any additional services?

    Our 4x4 pickup service is the most basic service we offer, whereby the driver will only drive and provide the space in his vehicle for you to transport your items. Services such as manpower, wrapping and furniture assembly are not offered and can only be selected if you choose van or lorry. He WILL however, be able to help with sorting and arranging your item(s) onto the vehicle.

  4. Do you have packing service?

    Our standard service does not include packing service. However, if you wish to get a packing service for your moving, please inquire our Customer Service and we will help arrange a different package for you.

  5. How do you calculate the price? (per item base? Trip base? Per day base?)

    Our pricing is divided into 3 parts, vehicle type price, distance price and additional services price. Distance price is calculated based on distance from point to point.

    Additional service price is the charges for additional services that you may add on for your booking (manpower, disassemble/assemble, wrapping). The type of vehicle chosen also adds to the overall price.

    Hence, the total price per booking will be vehicle type + distance + additional services, and will be on a per trip basis. So, if your booking requires additional trips, it will be added on top of the original booking price for the first trip. Because all of our standard service is per trip basis, we do not offer our standard service on per day basis.

  6. I only need movers to help with carrying my items, not a whole lorry. Can you provide that?

    If you want to only hire movers (only manpower) to move your items without booking a lorry, please contact our Customer Service as it is not offered under our standard services.

    Do note that due to limitation such as location, job scope and type of items, we cannot guarantee that we can provide the service.

  7. What are the additional services you provide?

    Manpower service to help with carrying/loading/unloading of your items

    Furniture assembly/disassembly for bed frame, cupboard, wardrobe, dining table and office table

    Shrink and/or bubble wrapping where the manpower will help to wrap your bulky items.

    Box delivery service if you need empty boxes for your items. We will send the boxes prior to moving day so that you can pack your items beforehand as we do not provide packing service. (Box delivery service is limited to KL and Selangor only).

  8. Do you handle cross border transport?

    For cross border transport, we currently only cater for Malaysia – Singapore route. For more information, please visit our cross border site, https://thelorry.com/crossborder

  9. Do you offer service to dispose unwanted items?

    Yes, we do provide disposal service. There are 2 types of lorries used for disposal (1 tonne and 3 tonne 14ft lorry) and both will come with manpower to assist the carrying/loading/unloading of the items.

    Our disposal service needs to be booked at least a week in advance. And do take note that we only dispose unwanted furniture and beddings.

    We will not dispose any building material, landscaping and renovation waste, religious items, garbage or organic waste. Please inquire us if you are unsure that your unwanted items can be disposed by us.

  10. Can I rent a lorry without any driver? I can drive one myself.

    Sadly, you cannot. We do not own any of the vehicles provided as they are owned by the operators themselves.

  11. What else is included in your vehicle charge? (fuel/GST/toll)

    Our vehicle charge is inclusive of fuel, toll and GST charges.

  12. What are the list of items that are not permitted to be transported using your service?

    There are a number of prohibited items per TheLorry services. The following cases are specifically prohibited:

    1. ABSOLUTELY NO CARRIAGE OF ANY PERSON in cargo compartment for any distance or reason ever.

    2. ABSOLUTELY NO CARRIAGE OF ANY ANIMAL in cargo compartment for any distance or reason ever.

    3. Items of EXTRAORDINARY VALUE or items that are irreplaceable should not be moved via TheLorry.

    4. NO HAZARDOUS MATERIALS to be carried including, and is not limited to: Explosives, gases, flammable liquids, flammable solids, poisonous or infectious substances, radioactive material, corrosives.

    5. NO firearms, ammunition or other explosive materials.

    6. NO illegal goods.

    7. Mover does not hold out to transport jewellery, objects d’art, currency, documents items of unusual value or rare metals.

    8. Please read our Terms & Conditions under the “TRANSPORT AND GOODS LIMITATION” for more information.

  13. Moving in/out will require approval permit. Will it be handled by you?

    We do not handle any application of approval permits. Approval permit application to move in/out from both pickup or delivery premises needs to be handled on your side. This includes any deposit or fee that is required by the management to be paid for moving in/out of the premises. We do not handle any application for permit or paying for deposit or fee on the customer’s behalf.

  14. What is your coverage area?

    Our main coverage area is the Central Region (Kuala Lumpur and Selangor) of Peninsular Malaysia. We do provide our services to other regions of the peninsular, but it will depend on availability. Do check with us in advance for availability outside of the Central Region.

  15. Can someone visit my house and do an in-home estimate of what I own?

    For an in-home estimate or what we call house viewing, a representative will visit your home and review all of your belongings that you will be moved. He or she will discuss suitable moving services and address any questions you may have. At the end of the visit, our representative will provide a quotation for a customised moving service review.

    House viewing is only available If you’re interested in our packing services or customised moving that require special handling.

    For our standard service, we do not provide house viewing, instead you can contact us and provide a list of items and pictures if you require advice on what is the suitable standard service that you should choose.

  16. Are there any hidden charges other than the one stated on my booking details?

    We strive to be as transparent on our pricing as we can, therefore the price quoted on our website or mobile app will exactly be the price you will pay.

    However, additional charges may occur if any additional service is requested (which is not pre-booked) or added during moving day.

    Do note also, that additional charges may apply for factors beyond TheLorry’s control, such as but not limited to: Additional trips, loading wait times, special requests and other unexpected barriers to loading or unloading that may or may not have been communicated to TheLorry.

    Please read our Terms & Conditions for more information.

  17. Can I ship only one or two items?

    Firstly, depending on the size of your items, you can book a van or 4x4 pickup truck as a more suitably-sized transport vehicle for one or two items only. But because we charter out the whole vehicle cargo space, it would not be cost effective for you if the items do not fit a van or 4x4, while at the same do not fill the whole vehicle’s space. If you are looking for a more cost effective alternative, we suggest you to visit our affiliate website that offer consolidation service (several individual cargos combine into one shipment) at www.elogistik.com.my (This service is based fully on availability of lorries with empty cargo returning from trips).

  18. Am I required to pay for any deposit?

    For our standard service, you are not required to pay any form of deposit. However, if you are looking for a more customised service (i.e. house viewing), deposit payment is required and it will be informed and discussed during the house viewing process. Should there be any form of deposit required other than the instance mentioned, we will inform you beforehand and only proceed once agreed by you.

  19. Why is there a change to my booking price?

    If your booking price has increased, it could be related to one of the following:

    1. Change in the pick-up and/or drop off location of your move

    2. Change in your move date that makes it an Express Booking instead of Normal booking.

    3. Change in vehicle type than previously booked.

    4. Building type chosen during booking does not reflect the actual location (i.e. Booking says 2nd floor and above with lift, but actually 2nd floor and above without lift).

    5. Items cannot be loaded or unloaded at the location due to certain obstacle beyond our control.

    6. Cancelling your booking without adequate notice

    7. Adding/removing additional services during the move

    8. Adding additional pick-up and/or drop off location

    9. Your move requires additional trip(s) to complete

    10. Using more cargo space than quoted than you expected to use (i.e. booked for 1 tonne lorry but fully use 3 tonne lorry cargo space)

    11. Should you require further explanation regarding the change to your booking price, please contact our Customer Service and provide your booking number.

  1. How do I start planning for my move?

    Clueless on where and how to start moving? Download our Comprehensive Moving Checklist for Malaysia or Singapore on how to plan in advance for your move.

  2. What kind of special requests can you provide?

    You can inquire our Customer Service directly regarding special requests that you may need and whether we can or cannot fulfil it. Please note that special requests needs to be notified EARLY, and we will not be able to fulfil ANY special request if it is made on moving day or less than 2 days in advance.

  3. Can you provide any reference on how does the lorry look like or the cargo dimension?

    You can use these pictures below as visual reference for your move and check whether your items can fit inside the type of vehicle you choose.*Cargo space visualisation (for how many/type item can fit)

  4. Do you have insurance or liability coverage?

    We do not personally provide insurance coverage for your items. However, if you wish to have your items insured, you can make a request by ticking the insurance check box in the Additional Service section during booking.We will help to connect you with an insurance provider and you will have to pay a premium for the coverage. Please contact us should you require more information regarding insurance coverage.

  5. Do you have any discount code?

    We periodically announce new promotions and discount codes on our official Facebook page. Do visit our Facebook page, www.facebook.com/thelorry/ to check for new discount codes and don’t forget to click the Like button and follow us!