Frequently asked questions.

Got a question? Most likely you will find your answer here.

Click on the question links below for the answer. If you have other questions not listed please feel free to discuss them with your Customer Service Manager. Phone 1300 YELLOW (1300 935 569) or use the big pink button at the top of the page to call us for free!

  • Why do you bill in half hours?

    We have been in the removals game for a very long time and we have found in our experience that half hour incremental billing is the fairest and most effective method to bill for your move.

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  • What is the call out charge?

    This is to cover the time taken to get to and from your pickup and set down locations. It covers the time and fuel expenses and is added to the end of the job. Yellow Express Removals does not penalise customers with nasty 'base-to-base' charges, only fair capped call out charges depending on your locations.

    Area
    Call out charge
    Metro Sydney
    1/2 hour
    Outer Sydney
    1 hour
    Country / intrastate
    POA - please discuss with your Customer Service Manager
    Interstate
    POA - please discuss with your Customer Service Manager

    The call out time is billed at the given hourly rate of your job.

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  • How do you know the right truck to send?

    Our Customer Service Managers are experts in listening to your requirements and asking the questions you did not think about. From our online calculators and from our conversation with you we will know exactly what inventory you have, how good the access is and any special requirements you have. Then, and only then do we select the right vehicle for your move.

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  • Can I request a specific removals team?

    You may ask to use a specific removals team and we will do our best to provide that team for you. However we can not guarantee they will be available on the day of your move. All Yellow Express Removals teams are highly skilled relocation professionals with years of experience so no matter who your team is you will get A1 service and speed on your job.

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  • I can help, is this allowed?

    Yes of course you can help if you would like. Our teams are trained professionals so leave the tricky stuff to us, but if you would like to get items to the back of the truck for our boys then feel free, it will help speed up your move reducing your costs. Or sit back and watch. It's up to you.

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  • Do you charge tolls?

    Using motorways is great as it saves you money as the travel time is significantly reduced. Any tolls passed when we are transporting your goods are added to the invoice at the end of the job. Your Yellow Express Removals team will discuss their intended travel direction with you at the time of the move. You are not billed for any tolls that we pass getting to or from your job.

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  • What about insurance?

    Yellow Express suggests that you take out insurance for your goods on your move. Yellow Express holds insurance policies which allow us to operate in offices and strata managed precincts.

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  • What if I need to cancel my move?

    When you book your job we reserve your slot to ensure you receive good service. Therefore cancellations close to the booked time become unable to be filled again. Cancellations within 48 hours of your booked move time attract a 2 hour cancellation fee. Cancellations on the day of the move attract a 4 hour cancellation fee.

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  • What if I need to change my moving date?

    At Yellow Express Removals we aim to be as flexible as possible. Changes in moving dates are possible up until 24 hours of the start time of your move. Changes in moving dates within 24 hours of your booked moving time attract a 1 hour fee. Changes in moving times on your booked move date are possible on the morning of your move with 4 hours notice. We will try and accommodate you as best as possible.

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  • Can you disassemble and reassemble furniture?

    All Yellow Express Removal teams carry a basic tool kit with them to disassemble and reassemble common household furniture. If you have a specific request please discuss this with your Customer Service Manager at the time of booking.

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  • Are your trucks fitted with tail lifts?

    Yes, all Yellow Express Removals trucks are fitted with tail lifts to safely handle large and awkward loading and unloading of furniture.

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  • Can you move pianos?

    Yes, Yellow Express can move upright and baby grand pianos. We have specialist teams that have the correct equipment and experience to move them safely and securely. All piano moves are $470.00 including GST across metro Sydney. Please discuss your specific moves with your Yellow Express Removals Customer Service Manager.

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  • Can you do balcony drops?

    Yes, Yellow Express can drop large awkward furniture over balconies in medium rise apartment blocks. We have specialist teams that have the correct equipment and experience to do it safely and securely. Please discuss your specific move with your Yellow Express Removals Customer Service Manager.

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  • Can you pack my items also?

    Yes, all Yellow Express Removals' teams trained packers that can safely wrap your goods before boxing ready for transporting.

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  • What are your payment terms?

    All jobs are cash on delivery (COD). You can pay by cash or credit card. Please note credit card payments attract a 3% surcharge for processing. You will be issued with an invoice at the end of your move.

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  • I have a complaint

    We do our best to offer you the best service possible. All jobs are cash on delivery (COD). You can pay by cash or credit card. Please note credit card payments attract a 3% surcharge for processing. You will be issued with an invoice at the end of your move.

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  • Do you have Safe Work Method Statements?

    Yes, Yellow Express Removals values health and safety during all moves. We can provide Safe Work Method Statements on request for building managers, body corporates and strata managers.

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