FAQ | Storagehotel | Storage With Pickup & Delivery in Metro Vancouver

Frequently Asked Questions

We're here to help.

General

Our Client Services Team is available to assist you with bookings, or any questions you may have, from 9:00AM to 9:00PM PST, 7 days a week, and can be reached through: Please note that we do not have a public location. Please do not visit our corporate address as we will not be able to serve you there.

We specialize in serving students on or near the University of British Columbia (UBC) Vancouver campus. However, we also service a select number of neighbourhoods and other school campuses across Metro Vancouver, British Columbia, Canada.

Please refer to our service map as follows:

We may at times be able to service an area outside of our service map for an extra charge. Please contact us to learn more.

If there is a specific location that you would like to see Storagehotel service, please contact us to let us know!

We have a minimum storage term of 4 months. We do not prorate storage fees.

We operate around the typical UBC Student schedule. Around May of each year, we release a number of Delivery dates throughout mid-August and early September, when UBC Students typically move back to campus. Once these dates are released, you will be able to book a Delivery by logging into your account.

If you require a Delivery outside of the typical mid-August to early-September schedule for UBC Students, or if you have any unique requests, please contact us as soon as possible and we will try our very best to accommodate.

And if we are able to deliver your items back to you in less than 4 months, you will be required to pay for the full 4 months of storage as per our minimum storage term.

Our storage facilities are located within Metro Vancouver, and are clean and secure.

As moving and transporation is included within our service, and to keep security at the highest level, our storage facilities are not accessible by the public, and we cannot disclose the exact locations.

You should have received an email from us immediately after booking, as well as 1-2 days prior to your appointment dates. Please check your junk/spam mail folder as it may have landed in there.

If you still can't find an email from us, please contact us immediately.

You can log into your account on our website, and visit your account dashboard to change your payment and billing information.

Pricing

We keep pricing simple by having only 2 main costs. Everything is upfront and fixed. We do not charge any variable costs such as per-minute or per-hour labour fees, so you won't experience any pricing surprises after booking.

Monthly Storage Cost
This is the cost to store your items. Your monthly storage cost begins on the day we pick up your items, and stops once we deliver your items back to you.

Moving Cost (Pickup/Delivery/Box Drop-Off)
This is the cost for us to pick up or deliver your items, or to drop off your free boxes and tape. This is a one-time flat cost per appointment, and varies depending on the date you choose. We do not charge any per-minute or per-hour labour fees, so you know exactly what to expect during booking.

Visit our Pricing page to select a storage plan and view our current pricing.

Custom Plan
You can build your own custom storage plan by adding the items you wish to store. You pay a monthly flat rate for each item you store with us. Prices for each item vary, and are displayed on our booking process. We always encourage you to store everything in boxes so that they are safe and easily organized, however a Custom Plan is great for if you also have items that don't fit in a box.

Apart from the monthly Storage Cost, and Moving Costs, there may be fees applicable for the following misdemeanours:
  • $25 — Heavy Item Fee (item/box weighing 50lbs or over, each pickup/delivery appointment)
  • $10 per box — Box Replacement Fee (for unreturned, or damaged and unused free storage boxes)
  • $50 — Unthawed/Wet Fridge (please unplug, thaw, clean, and wipe dry your fridge a minimum of 2 days before pickup)
  • $45 — Cancellation Fee (cancellation or rescheduling of an appointment made within 72 hours prior to the appointment, or in between Box Drop-Off and Pickup appointment dates)
  • $50 — Late Appearance (15 minutes late from our arrival) (e.g. showing up 15 minutes late to your pickup appointment)
  • $75 — Missed Appointment (e.g. we cannot reach you or you do not show up for your pickup/delivery/box drop-off)
  • $50 — Overdue Payment Fee (overdue payment after 2 additional attempts within 7-days)
Please note that all fees are subject to tax, and may change based on situation and circumstance.

If your payment fails, we will notify you by email, and attempt the payment an additional 2 times within 7-days. An Overdue Payment Fee of $50 will apply to your account if your payment continues to be overdue after the additional attempts. Customers with unpaid payments will not be able to access or retrieve their items, or have any appointments.

Storage plans that are 45 days overdue will be considered abandoned, and all associated items will immediately be deemed property of Storagehotel and removed from our facility.

If you expect to not be able to make a payment on time, please contact us immediately, and we will do our best to work something out with you.

Booking

Appointment bookings are based on availability. Historically, we run out of space very quickly each year for summer storage, so we recommend booking our service as soon as you know you will need storage to secure your space.

Keep in mind that if you need any Free Storagehotel Large Boxes dropped off, we suggest booking at least 2 week before your intended Box Drop-Off Appointment. We suggest scheduling your Box Drop-Off Appointment at least 1 week before your intended Pickup Appointment.

You may add as many Storagehotel Large Boxes as you need during booking.

If your booking includes free Storagehotel Large Boxes, you will be prompted to select a Box Drop-Off date during the booking process. On the Box Drop-Off date you select, we will drop off the number of boxes you ordered along with an appropriate amount of packing tape to securely seal the boxes. We suggest having your free boxes dropped off as soon as possible, to give you the most time to pack before your Pickup date.

If you are able to immediately pack your boxes after receiving them, you are welcome to schedule your Box Drop-Off date on the same date as your Pickup date so that you do not need two appointments. You must prepare your items to be quickly placed and sealed into the boxes during your Pickup appointment. Our team will arrive with your Free Storagehotel Large Boxes during your Pickup appointment, and will wait up to 10 minutes for you to pack them immediately before additional charges occur.

Storagehotel Large Boxes are free provided you store them with us in your storage plan. Unused boxes must be returned at your Pickup appointment. Unused boxes that are not returned, or are returned with any damage, are subject to a $10 Box Replacement Fee per box. Please take excellent care of any unused storage boxes you plan to return.

Our storage boxes come in one convenient size: 18.25" x 18.25" x 20.5" — or 4 cubic feet. They're heavy-duty, environmentally friendly, certified by the Forest Stewardship Council®, and yours to keep forever!

Our storage boxes come in one convenient size, measuring 18.25" x 18.25" x 20.5" — or 4 cubic feet. We recommend using those measurements to determine how many boxes you will need. The typical storage plan for a UBC student living in student housing is usually at least 5 Storagehotel Large Boxes. Having more boxes is always better, as you can distribute the weight of your items across the number of boxes (making them safer and easier to carry), instead of having not enough boxes to store all of your items.

The boxes we provide are free, provided that you store them with us within your storage plan. Unused boxes must be returned at your Pickup appointment. Unused boxes that are not returned, or are returned with any damage, are subject to a $10 Box Replacement Fee per box. Please take excellent care of any unused storage boxes you plan to return.

If you collect storage boxes from us but decide to cancel your entire order with us prior to us picking up your items, you will be charged the Box Replacement Fee for each box you collected, as well as the Cancellation Fee, all subject to our cancellation policy.

If you need to adjust or cancel your order, please contact us immediately.

You are entitled to a full or partial refund of your order within the time between your booking date and 72 hours before your Box Drop-Off Date or Pickup Date (only if you did not request any free boxes, tape, or supplies). After these given time periods, there are no refunds.

A Cancelation Fee applies to cancellations or reschedules made within 72 hours prior to the appointment, or in between Box Drop-Off and Pickup appointment dates.

Packing

We specialize in the storage of boxes and small, common household items for students. Items that are typically stored with us include safely-packed boxes, bins, suitcases, and duffle bags.

Items that we CANNOT store and are prohibited include:

  • Food, perishable items, dry foods, or items made of edible ingredients (e.g. rice, flour, pet food, edible decorations, etc.)
  • Liquids (e.g. liquid food or drinks, liquid cleaning supplies, liquid care products, etc.)
  • Batteries, flammable materials and liquids, or items that could explode or cause fire (e.g. battery packs, batteries for electric bikes or scooters, gas canisters, aerosol cans, etc.)
  • Any illegal substances, drugs, or illegal items or goods illegally obtained
  • Firearms, explosives, weapons or ammunition
  • Hazardous, toxic or radioactive goods, biological agents, harmful chemicals, powder, or materials
  • Pollutants, contaminated goods, asbestos or other materials of a potentially dangerous nature
  • Cash or securities, coins, precious stones, jewellery, antiques, fine art, or high-value items
  • Animals, birds, fish, or any other living creatures
  • Waste or other items which do or could emit any fumes, smell or odour
  • Extremely fragile items
  • Certain large appliances, large furniture, and vehicles
  • Items of poor cleanliness

Please avoid storing Fragile Items with Storagehotel. Certain items require extra preparation, care, and handling during transportation and storage, and are easily susceptible to damage due to their fragile nature. We have policies that govern our transport and storage of items that could reasonably be called "fragile" ("Fragile Items"). Please review our Fragile Item Policy before you consider storing Fragile Items.

While we make every attempt to ensure your items are handled with care, Storagehotel is not liable for any damage or derangement to Fragile Items, cosmetic damage to items, damage to fragile items such as glassware or electronics, as well as damage that occurs due to improper or poor packing, overpacking, or poor quality of items or containers.

We have the right to reject any items that do not comply with our standards, are improperly packed, or are of poor cleanliness. If you have items of unique nature, please contact us with detailed photos of the items to ensure that we can store them, as well as to ensure you follow the proper steps to pack and protect your items.

Click here to view our detailed packing guide, outlining mandatory guidelines, must-dos, as well as tips and tricks.

Please carefully review the guide before you pack, as it contains mandatory guidelines and rules.

Due to the safety of our team, items or boxes weighing 50lbs or more will incur a $25 Heavy Item Fee each pickup or delivery appointment. Thoughtful packing will reduce the risk of injury, damage, and save you money!

Yes. We take pride in keeping our storage facility at the highest level of cleanliness. All mattresses must be fully sealed in a proper fitting mattress bag in order to be stored with us. Mattress toppers must also be sealed in a bag. If you are storing a mattress topper, please seal it with properly sized mattress bag, or heavy-duty garbage bag.

We have the right to reject any mattresses or mattress toppers that are not fully sealed in a proper mattress bag, mattresses of poor cleanliness (no matter if they are sealed in a mattress bag or not), or mattresses that we suspect to contain foreign contamination (i.e. bed bugs).

If you need a mattress bag, please contact us and we can provide a mattress bag to you on your Box Drop-Off or Pickup Appointment.

Depending on the scope of packing required, we may at times be able to provide packing services. Please contact us for a quote.

Box Drop-Off, Pickup, and Delivery

On your appointment day, we will arrive at a time within your confirmed 2-hour time window, and text/call you around 15 minutes before our arrival. If you are living in UBC Student Residence, consider borrowing a dolly from the front desk in advance, so you can easily and quickly move your items to the curbside. Please make sure your phone is on loud, and you are able to answer the phone on your appointment day. Our moving team follows a very strict moving schedule, and any delays will cause delays throughout the entire schedule, and for other customers.

Upon booking, you will select a preferred 2-hour time window for each appointment you require. We will try our best to fit your appointment into your preferred time window, or as close as possible, however we cannot guarantee it at the time of booking. We may at times be able to confirm your preferred 2-hour time window right upon booking — please contact us before booking.

You will then receive an email 1-2 days prior to your appointment date with a confirmed 2-hour time window for when you can expect our arrival. Please keep your appointment dates open until you receive the email with your confirmed 2-hour time window.

On your appointment day, we will arrive at a time within your confirmed 2-hour time window. We will text/call you around 15 minutes prior to our arrival, and then again upon our arrival. Please make sure your phone is on loud, and you are able to answer the phone on your appointment day.

Please do not worry if we are not there immediately at the start of your confirmed 2-hour time window. We are likely finishing up with another appointment, and are on the way!

We may at times be able to guarantee your preferred 2-hour time window upon booking — please contact us before booking.

If you have time restraints come up on a certain day, we recommend rescheduling your appointment to another day (with a minimum 72 hour notice) by contacting us immediately.

Another option is to have a roommate/friend/family member represent you during your scheduled appointment. If doing so, please contact us with their full name, email address, and contact phone number immediately after booking.

Yes! You may have a Friend, Roommate, or Family Member represent you during your scheduled appointment. If doing so, please contact us with their full name, email address, and contact phone number immediately after booking, so we can contact them on your appointment date.

We will let you know an approximate location for where to meet our team in the confirmation emails you will receive 1-2 days prior to your Box Drop-Off/Pickup/Delivery dates. This is usually the closest parking spot or loading zone curbside to your building where our moving truck can access. However, if the area is already taken by another vehicle or closed off (e.g. due to construction) upon our team's arrival, our team will try their best to find another location as close to your building as possible, and let you know where they are via a text/call.

Our team will text/call you around 15 minutes before their arrival, which will give you time to meet us or move your items to the curbside.
For Your Box Drop-Off Appointment:

If you ordered Storagehotel Large Boxes in your booking, we deliver the boxes to you curbside, and you are responsible for moving the boxes from the curbside to your unit.

The Storagehotel Large Boxes will be folded upon drop off, and best carried with two hands. If you ordered more than 10 Storagehotel Large Boxes, we recommend getting a friend or borrowing a dolly to help you carry them.

For Your Pickup Appointment:

By default, we pick up your items curbside, and you are responsible for moving your items to the curbside of your building before we arrive.

We offer an additional service called "Room Service", where our moving team helps you move your items to our truck, directly from your unit during your Pickup Appointment. Pricing for Room Service is based on the total number of items you store, and you will be able to add Room Service to your Pickup Appointment upon booking.

If you wish to add Room Service to your appointment after booking, or have any additional requests, please contact us.

For Your Delivery Appointment:

By default, we deliver your items curbside, and you are responsible for moving your items from the curbside of your building to your unit after we drop them off.

We offer an additional service called "Room Service", where our moving team helps you move your items directly to your unit, from our truck during your Delivery Appointment. Pricing for Room Service is based on the total number of items you store, and you will be able to add Room Service to your Delivery Appointment upon booking.

If you wish to add Room Service to your appointment after booking, or have any additional requests, please contact us.

Booking a Delivery is similar to booking a Pickup!

Around May of each year, we will release a number of Delivery dates throughout mid-August and early September, when UBC Students typically move back to Vancouver. Once we pick up your items, you can log into your account on our website to book a Delivery. Once the Delivery Dates have been released, you may choose from Standard Dates and Custom Dates depending on availability, exactly the same as the Pickup booking process.

You will also have the option to select our "Room Service" option for your Delivery, just like how you can also add it to your Pickup.

While booking your Pickup, if you already know or have an idea of when you would like to have your Delivery, please enter it into the booking in the "Delivery Date & Address" field. This helps us determine which Delivery Dates are the most requested, and we will try our very best to include those dates when we release the Delivery Dates.

If you require a Delivery outside of the typical mid-August to early-September schedule for UBC Students, or if you have any unique requests, please contact us as soon as possible and we will try our very best to accommodate!

If you need to change your email, phone number, or address on your account, please contact us immediately.

If you need to cancel or reschedule any of your appointments, please contact us immediately. A Cancelation Fee applies to cancellations or reschedules made within 72 hours prior to the appointment, or in between Box Drop-Off and Pickup appointment dates.

Questions?

Our Client Services team is here to help.

+1-778-820-0377
info@storagehotel.ca
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