General FAQs

Q: Where can I get the Acknowledgement Form to sign at the time of booking?
A: The Acknowledgement Form can be downloaded by clicking here.
For the Alaska Booking Acknowledgement Form click here.

Q: Can I get insurance to cover my household goods during the move?
A: For current coverage please see Matson’s limited liability clause. For additional coverage please:

  • Check with your current insurance carrier to determine whether your current coverage includes moves from the US Mainland to Hawaii or Alaska.
  • Consult your local Yellow Pages or Internet for Marine Insurance Carriers
  • Additional coverage may be obtained by purchasing Ad Valorem with Matson Navigation. Rate is 2% of the declared value of your goods and is in addition to normal shipping charges.

Q: How can I be sure my contents are secure from the time I load them into the container to the time the container is delivered?
A:

  • While the container is in your possession, you may lock it with a padlock if necessary. However, lock must be removed before the container is delivered to Matson for shipment
  • All containers receive a seal when closed for final transport.
  • The US Coast Guard, Department of Homeland Security and Matson can inspect any container at any time to insure no illegal, dangerous or hazardous cargo is loaded into a container.

Q: Can I put a car, truck, tractor, boat or other vehicle in the container along with my furniture and other household items?
A: Motor Vehicles or boats may be included in your container for an additional charge.

Q: Are there any weight or content restrictions for loading a container?
A:

  • Household good shipments normally are not heavy enough to warrant weight restrictions. However you may wish to check with your local Highway Patrol Office to confirm legal weight limits in your area, as these restrictions vary depending upon location and route traveled.
  • Illegal, dangerous or hazardous cargo may not be included in your container. Please check with our Customer Support Center for your specific questions.

Q: Once the container arrives at the port, can it be delivered to my local address or does it have to be unloaded at the dock?
A:

  • Containers may not be loaded or unloaded at the Matson facility
  • Depending upon your ultimate destination, Matson can either arrange transport of the container to your final destination, or provide you with a trucking company with whom you can arrange trucking yourself.

Q: How long do I have to load or unload the container once it is delivered to my home or business?
A:

  • Loading:
    • Customers should load their containers within a week of receipt of the empty container.
  • Unloading:
    • To avoid storage or detention charges, westbound containers sailing to Hawaii must be picked up from the Matson destination port and brought back empty within 10 calendar days once they are made available for pick up.
    • To avoid storage or detention charges, eastbound containers sailing from Hawaii must be picked up from the Matson destination port within 2 working days once they are made available for pick up. They should be returned empty to the port within a week.
    • To avoid storage or detention charges to Alaska
      Tacoma- 10 Calendar Days
      Anchorage- 72 hours
      Dutch, Captain’s Bay and Unalaska- 5 Calendar Days
      Kodiak- 5 Calendar days Containers provided placement service, including constructive placement, under the provisions of this tariff will be allowed 72 hours free time. Free Time/Detention/Storage All applicable rules/charges regarding Free Time, Detention and Storage will apply except when cargo is diverted to a port other than that named in this tariff. In this case, carrier will allow a maximum of 10 calendar days free time at Tacoma only. After expiration of free time, applicable detention and storage charges will apply.FREE TIME, STORAGE AND DETENTION AT DUTCH HARBOR, CAPTAIN’S BAY AND UNALASKAContainers consigned to Dutch Harbor, Captain’s Bay or Unalaska will be allowed free time beginning with the first 8 A.M. following the actual arrival date of the vessel (This shall be the first day of free time), and expiring at 8 A.M. on the sixth calendar day following the start of free time. (See Notes 1 and 2) In the event that the container is not returned to Carrier empty or Carrier is not notified that the container is empty and available for loading before the expiration of free time the following detention charge shall apply:

      $132 per day or fraction thereof.

      Containers consigned to Kodiak will be allowed free time beginning with the first 8 A.M. following the actual arrival date of the vessel (This shall be the first day of free time), and expiring at 8 A.M. on the sixth calendar day following the start of free time. (See Notes 1 and 2) In the event that the container is not returned to Carrier empty or Carrier is not notified that the container is empty and available for loading before the expiration of free time the following detention charge shall apply:

      $74 per day or fraction thereof

Q: Does Matson move household goods that are not in containers?
A:

  • Matson can only ship full container load shipments.
  • If you are interested in shipping less than a container load, please consult your local yellow pages or Internet for freight forwarders.

Q: How do I find a reputable trucking company to move the container between my home and the port?
A: All truckers are required to be registered with the UIIA in order to carry Matson equipment. Matson can provide a trucking company for you or you can consult your local yellow pages or the Internet.

Q: Are there any guidelines for how to load my motor vehicle in the container?
A: Vehicle must be loaded in compliance with US Coast Guard regulations

Q: How much time does it take for my move to get from origin to destination?
A: Depending upon your ultimate destination, Customer Service can provide you with an anticipated timeframe on your specific move.

Q: How much lead-time is necessary to set up a trip?
A: Depending upon your location and the type of service you request, you can book your shipment 2 business days or less, prior to when container delivery is required. Locations outside the local port areas require a minimum of 2 business days lead time before an empty container can be delivered to your home.

Q: How and when do I pay for the trip?
A: Shipments must be paid prior to the container being tendered to Matson’s port for shipment. You can pay via credit card (Visa, M/C, Discover or American Express) at the load port or via telephone with Customer Service at 1-800-462-8766. For Alaska shipments call 1-877- 678-SHIP.

Q: How do I get my car in and out of the container?
A: Matson does not provide ramps of any kind. You can refer to your local Yellow Pages or Internet for equipment rental companies to obtain a ramp.

Q: What if my household goods or vehicle is damaged during the move?
A: Claims forms can be submitted online by clicking here. Alaska Claims forms can be submitted online by clicking here

Q: Is the inside of the container corrugated or smooth?
A:

  • Inside of containers are corrugated.
  • Matson does not provide blankets, ropes or tie downs.

Q: Can we load household items in the vehicle we put into the container?
A: Yes. If you are loading your vehicle into a container with household goods you may put household goods inside the vehicle. However, vehicles tendered to Matson and shipped loose must be free of all personal items.