Navy Household Goods/Personal Property

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Frequently Asked Questions (FAQ)


ELECTRONIC TRANSPORTATION ACQUISITION (ETA) / 
DEFENSE PERSONAL PROPERTY SYSTEM (DPS)

How do I register for DPS and log in?
Users must first obtain a password and user ID. Click here for our step-by-step guide "Obtaining a User ID & Password"

Why can’t I access my DPS account?
Users should first ensure they are using an operating system compatible with DPS. DPS only works with Internet Explorer versions 6/7/8, Firefox 3.6 and Safari 4.x. If the correct browser is being used, check to ensure that popup blockers are turned off BEFORE logging in to DPS. Users may also call the DPS Help Desk at 1-800-462-2176 (option 5). The DPS Help Desk is available 24/7 to assist with technical issues.

I forgot my DPS password - what do I do?
Users can find instructions for requesting a new password by clicking the words “Forgot Password” at the top of the move.mil page OR by clicking the red box with an exclamation point on the ETA home screen.

How do I submit an application for a household goods (HHG) move?
After creating a profile and entering orders information see our guide “Create a HHG Shipment”

How do I get my NTS shipment delivered?
Members must submit an online application using the Defense Personal Property System (DPS) to request the release of their NTS shipment.

I submitted my application but no one has contacted me yet; what do I do?
If members have not received a confirmation email regarding their shipment request within seven (7) business days from the pickup date, they should contact the responsible origin counseling office. **Remember – applications cannot be processed until orders, signed DD Forms 1299 & 1797, and other supporting documents have been received.

Where do I find my DD Form 1299 and 1797?
DD Form 1299 (Application for Shipment and/or Storage) and DD Form 1797 (Counseling Checklist) can be printed by logging into your DPS account. Once logged in, click the Self-Counseling” tab, locate the correct orders number and click the printer icon in the ‘Action’ column. (Applications cannot be processed until SIGNED forms and orders are received.)

I don’t have a delivery address - how do I finish my application?
You do not need to have an actual delivery address to finish your application. The street address line may be left blank; enter a good contact phone number and indicate the city/state of destination. Click here for our guide on navigating DPS if you have no delivery address.

Why does DPS show an excess cost?
There are several reasons why DPS might show an excess cost. Do not let this prevent you from submitting your application. Excess costs may be assigned if the member has exceeded their weight entitlement, request pickup or delivery to a location other than authorized or have multiple shipment requests under the same orders number. For additional guidance please email householdgoods@navy.mil. Please provide members’ name and last four of SSN so staff can locate shipment in question.

OUTBOUND SHIPMENTS (ORIGIN)

How do I change my move date?
If the shipment has been awarded to a Transportation Service Provider (TSP or carrier), member will finalize dates directly with them. If the shipment has not been picked up, members will need to contact the origin Personal Property Office.

Do I have to tip my movers?
There is no rule regarding the tipping of your movers however, if your movers/packers request a tip, you should immediately contact the responsible Personal Property Office.

How do I locate a personal property office?
Members may consult the Personal Property Consignment Instruction Guide (PPCIG) to locate their nearest Personal Property Office. The PPCIG provides address, phone numbers, fax numbers and email addresses. Click here for the PPCIG. When the page populates, select the state from the drop down menu, enter the County/City (optional), and click submit.

PERSONALLY PROCURED MOVES (PPM)

How do I submit an application for a Personally Procured Move (PPM)?
After creating a profile and entering orders information see our guide “Create a PPM Shipment”

How many weight tickets do I need?
Per NAVSUP instruction, Navy members must submit a full weight ticket from their origin location and a full AND empty weight ticket from their destination location. Weight tickets must be from a certified scale and be signed by a Weigh Master. Members should write their name and the last four digits of their SSN on all documents submitted with their claim packet (i.e., weight tickets, rental contract, receipts, etc.).

Where can I find a certified weight scale?
Go to: http://www.move.mil/common/locator_maps/scale.cfm

Can I receive an advance on my PPM?
Members who use a rental truck/trailer to perform their PPM may request an advance unless they are separating from service. Members who use their own POV to perform their PPM are not authorized an advance operating allowance.

I submitted my PPM claim and haven’t heard from anyone.
Members can check the status of their claim at Navy HHG Audit

INBOUND SHIPMENTS (DESTINATION)

How much storage can I have?
Members who ship household goods are entitled to 90 days of temporary Storage-in-Transit (SIT). SIT may be used at origin, destination or an in-between location (your Transportation Office will decide). Members may request an additional 90 days of storage however ALL requests are being scrutinized carefully. Requests will not be approved for the members’ convenience (i.e., awaiting a house being built, smaller housing chosen, etc.).

My movers unpacked and didn’t take the boxes with them - now what?
The TSP is required to remove all packing materials and boxes on the day of delivery ONLY. If a member elects to unpack their belongings, the TSP is not required to return and pick up debris after the day of delivery.

How do I get a storage extension?
If members need an extension for storage they must contact the responsible Personal Property Office or email householdgoods@navy.mil for further instruction. Members should include a copy of orders and a completed DD Form 1857 (please include the type of storage – temporary or long term – and the location (city/state) of where items are being stored)

I’m a retiree, how can I extend my shipping entitlement
If separating/retiring members are requesting an extension of their shipping entitlement for medical or educational reasons, a written request, separation/retirement orders and supporting documentation should be sent to the responsible origin Personal Property Office. If separating/retiring members are requesting an extension for any other reason, they should submit an email to nxag_n130c1@navy.mil. The email should describe the reason for the request and include a copy of separation/retirement orders and any other supporting documents. THIS DOES NOT EXTEND YOUR STORAGE ENTITLEMENT.

Who do I call to arrange delivery of my shipment?
Delivery arrangements are made between the member and the assigned Transportation Service Provider (TSP). Members may submit a delivery request online in DPS or contact their TSP directly to schedule a delivery.

Who delivers my POV?
Members make arrangements to pick up their vehicle directly with the Vehicle Processing Center (VPC). To locate the nearest VPC and schedule pickup, visit www.PCSmyPOV.com. If the POV was shipped with household goods, members will make delivery arrangements with the assigned Transportation Service Provider (TSP).

How do I locate a personal property office?
Members may consult the Personal Property Consignment Instruction Guide (PPCIG) to locate their nearest Personal Property Office. The PPCIG provides address, phone numbers, fax numbers and email addresses. Click here for the PPCIG. When the page populates, select the state from the drop down menu, enter the County/City (optional), and click submit.

CLAIMS

How do I submit a claim for damages?
Click here for instructions on our website on submitting a DPS claim. Additional information on claims may be found at http://www.move.mil/dod/claims_css/dod_claims.cfm.

I submitted my damage claim and haven’t heard from anyone.
If DPS was used to arrange the shipment, claims for loss/damages are submitted online using DPS. The Transportation Service Provider (TSP) will review the claim online and communicate settlement directly through DPS. The TSP has sixty days to pay, deny or make an offer of settlement on the claim. If an offer is accepted, the TSP has 30 to make payment. If the member has not heard from their TSP within that timeframe they should notify the responsible destination Personal Property Office. Members may also transfer part or all of the claim to their Military Claims Office (MCO). Navy MCO can be contacted by email at norfolkclaims@navy.mil. For additional information on claims click here.


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