Customer FAQ

Who is National Forwarding Co., Inc?

National Forwarding is a TSP or Transportation Service Provider. We accept shipment information from transportation offices or PPSO’s across the country and contract local moving companies to do the physical work. We coordinate the move from beginning to end and should be your first point of contact with any questions or concerns about your move.

Why are so many people calling me?

Many different people are required for a successful move. It is not unusual for you to be contacted by us, the TSP, your local packing agent, as well as the hauler if they are different from the packing agent.

Can I ship my firearms?

Yes. Domestic (OCONUS shipments have different rules) shipments allow the shipping of firearms as part of the household goods shipment. In order to be included, the TSP must have advance notice that firearms are intended to be part of the shipment. As a note, new military rules prohibit the TSP from shipping firearms in a locked safe – they must be removed and packed in a carton. For more information, please reference our Firearm Policy page for more information.

What is the RDD (Required Delivery Date)?

The RDD is often mistaken to be a guaranteed delivery date, but this is not the case. The RDD functions as a No-Later-Than delivery date, and the driver can deliver anytime between the pickup date and the RDD without penalty. 

What do I need to do to prepare my motorcycle, dirt bike, lawnmower, and/or other gasoline powered equipment?

It is very important that a motorcycle, dirt bike, lawnmower, and/or other gasoline powered equipment is prepared properly before the day of loading. If this is not done a driver will not be able to take the item(s) with him/her. All fuel should be drained and tires inflated, if applicable. It is best to be sure the vehicle is free of any leaks. The battery must be disconnected and the ends taped to prevent sparking. Motorcycle saddle bags should also be emptied, and the fork unlocked.

What do I need to do to prepare my washer/dryer and/or refrigerator/freezer?

All appliances should be disconnected and prepped for shipment prior to your pickup date. The moving crews are not authorized to disconnect/reconnect appliances to utilities. For front-load washers, ensure to notify the agent that performs your pre-move survey if you have the shipping bolts or if they will need to be obtained. Additionally, be sure to empty, defrost, and thoroughly wash the inside of your refrigerator and/or freezer to keep mildew at a minimum during transit and storage. These appliances need at least 2 days to dry out, and be sure to leave the doors open after cleaning. 

What hours must I be available for on the move days?

The military requires that either you or a designated agent of yours over the age of 18 be available from 8 am to 5 pm on any days of packing, loading, or delivery.

How long will it take for me to get my delivery?

The time it takes for a shipment to deliver can vary greatly based upon several variables including the size of the shipment, how far it is going, time of the year, and other shipments that may be on the truck. The maximum transit time allowed is calculated based upon the registered weight of the shipment and the distance it is traveling. Once the shipment is in-transit we will work with the hauler to get ETA’s for delivery and keep you updated with the most current information available.

How do I get my stuff now that it’s in temporary storage?

When you are ready to receive delivery of your household goods that have been placed into storage you just need to contact us. We will then work with you and the local agent to schedule a delivery when you both have availability. Keep in mind that during peak season (May – August) it will take longer to schedule a delivery date so it is important to contact us as soon as you have dates in mind.

What is the deadline to notify the TSP of loss/damage and to file a claim?

You must list all your loss and damage and send it to the TSP within 180 days of your delivery and a claim must be entered into the DPS system within 9 months of delivery to receive full replacement. Otherwise, it is settled (if submitted past 9 months but within 2 years) at depreciated value. Refer to the following link for more information regarding The Claims Process.

I have broken/missing items. Who do I contact?

If you do happen to have broken/missing items once your shipment has been fully unpacked you should contact our Claims Department at 800-325-6889. They will be able to explain the claims process to you and help you with your claim.

Where can I find contact information for the mililitary?

Customer service for the following military services can be found at Move.mil the official DOD Customer Moving Portal:

• Local Personal Property Office
• Privately-Owned Vehicle (POV) Shipment/Storage
• DPS Technical Help Desk
• Service Branch Helpdesks, Accounting & Finance, Claims, Retirement/Separation Extensions:
  • Air Force
  • Army
  • Coast Guard
  • Marine Corps
  • Navy

Where can I go to learn more?

Government moves can be very complicated, and we suggest going to move.mil the official DOD Customer Moving Portal. They have broken down the process into several parts:

• 7 Day Spread Window Policy
• Before You Move
• Privately Owned Vehicles (POVs)
• Moving Day!
• Travel Tips
• Inconvenience Claims
• Delivery
• After the Move

When in doubt, give your local personal property office a call. They are a wealth of knowledge and have the most up-to-date information to help you!