FAQ
Student Storage Services FAQ – Everything You Need to Know
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How do I reach customer support?
Our Client Services Team is here to help daily from 9:00 AM to 5:00 PM PST. You can contact us via email or phone for questions or booking assistance. Note: We do not have a public-facing location.
Where are your storage services available?
We primarily serve students at the University of British Columbia (UBC) and Simon Fraser University (SFU) campuses. Our services also extend to selected neighborhoods and other schools in the Metro Vancouver area.
How early should I book an appointment?
Appointments are first-come, first-served, especially during the busy summer term. Join our waitlist to be notified when summer storage bookings open.
What should I do if my scheduled Pickup/Delivery Appointment time no longer works for me?
If your availability changes, you can reschedule your appointment by contacting us directly via phone or email. We recommend giving at least 72 hours’ notice to avoid rescheduling fees. Alternatively, you can arrange for a friend or family member to meet us on your behalf.
How is pricing structured?
- Storage Cost: Monthly, starting the day we pick up your items.
- Appointment Cost: Fixed per appointment for pickups, deliveries, or box drop-offs.
- Optional Room Service Cost: For direct unit-to-truck item transfer.
- Protection Plan Cost: Monthly, covering item protection during storage.
- Shipping Service Cost: For handling and coordinating shipping.
Visit our Pricing page for detailed rates and custom storage plan options.
I didn’t receive a confirmation email. What should I do?
Check your spam folder if you don’t see the Order Confirmation and Account Activation emails. Contact us if you still don’t receive them.
How do I update my billing info?
Log in to your account dashboard, navigate to “Manage Billing,” and update your payment details or download receipts.
What if I miss a payment?
Missed payments are subject to a $50 Overdue Fee. Failure to settle overdue accounts within 45 days will result in forfeiture of stored items.
What can I store?
We accept boxes, bins, suitcases, and common household items. Restricted items include food, flammable items, cash, high-value items, and live animals.
Weight Limit
Items must not exceed 70 lbs. Distribute weight across multiple boxes to avoid the $125 Overweight Fee.
Mattress Storage
Mattresses must be sealed in proper bags. If you need a bag, we can provide one upon request.
Can I store seasonal items with you, such as winter gear or sports equipment?
Absolutely! Seasonal items like winter clothing and sports gear are welcome.
How do I handle items that are irregularly sized or bulky?
Enter the dimensions of large items during booking for custom pricing.
How do I prepare my items for storage to ensure they’re safe and secure?
Pack items carefully using sturdy boxes, distribute weight evenly, and avoid overpacking. Use our Packing Guide for detailed tips.
Where is my stuff stored?
Your items are securely stored in clean, high-security facilities in Metro Vancouver.
Can I drop off or pick up items at the storage facility?
No, we provide complete moving and transportation services as part of your storage package.
How are items delivered?
Delivery dates are first-come, first-served and booked through your account.
Can I ship items instead?
Yes, we partner with UPS for domestic and international shipments. A $50 Shipping Service Cost applies.
What if I need an item back before the end of my storage term?
You can retrieve items early for a fee. Remaining storage time will not be prorated.
What if I have unique storage needs?
Customize your plan to store individual or multiple items. We recommend using our Large Boxes for easy organization, though personal containers are welcome.
What are the fees for violations?
- $125 Overweight Fee (50-70 lbs; over 70 lbs not accepted).
- $10 per unreturned or damaged box.
- $125 Wet Fridge Fee (ensure your fridge is defrosted 3 days before pickup).
- Other fees apply as listed. All fees are subject to tax.
