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Service & Support
Preparing for an Appointment
See all articlesWhat do I need to do before a Clutter pickup?
Before all pickups, decide exactly what’s going into storage. Remove any mounted items, like TVs or artwork, from the walls. Be sure to unplug and dry out any large appliances like refrigerators, AC units, and washers at least 24 hours before your pickup. If you have any items that need to be disassembled with specialized tools (like a Sleep Number bed), make sure that they’re taken apart ahead of time. You do not need to pre-pack items ahead of time, as our team will take care of that for you!
What might cause my pickup to be cancelled?
Each standard delivery will have an arrival window, to which you or Day-of Contact will need to be available for. A live tracking link is sent via text on the day of the appointment so you can track the team! If our team arrives and cannot locate you or Day-of-Contact, our movers will attempt to call you and wait at least 15 minutes before cancelling the appointment and proceeding to the next job.
For the safety of our Clutter movers & customer items in our Warehouses, Clutter does not pick up from locations that are deemed unsafe or unsanitary. For example, Clutter cannot accept items if there are signs of pest infestation at a location. Clutter also reserves the right to cancel a pickup if there’s evidence of an eviction or foreclosure.
Issue Resolution & Support
See all articlesSubmitting a Claim
In the rare and unfortunate event your items went missing or arrived damaged, Clutter has you covered. The pathway to your claim settlement depends on the circumstances, and the protection plan you selected at the start of your Clutter subscription. For more information on our protection plans, please visit our website.
You can get started on a claim anytime. It’ll take around 5 or 10 minutes to complete, and the online claim submission process will guide you each step of the way. If you start the claim, and need to return to it at a later time, the online process allows you to save your work.
Once you submit the claim, the Clutter Trust & Safety Team will start the claim review process. When the claim determination is complete, you will receive a notification via the email associated with your Clutter Account. Additionally, all the claim details will be available in your Clutter Account Portal.
Account contact info
You are able to update your primary email address and phone number in the “Settings” tab of your online Clutter Account.
Under the “Contact Information” section, type in the new email and/or phone number that should be used. For all email & phone number changes, you will be prompted to enter in a 6-digit verification code that is sent to the new contact that you updated. Once you enter in the 6-digit code to, it will be automatically updated on your Clutter account!
If you experience any difficulty with this process or do not have access to the prior email or phone number, please feel free to contact our Support team using the "Contact Us" button below!