FAQ | Storagehotel | Storage With Pickup & Delivery For UBC and UofT Students

Frequently Asked Questions

We're here to help.

General

Our Client Services Team is available to assist you with bookings or questions 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 addresses 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, the University of Toronto (UofT) campuses, and the Toronto Metropolitan University (TMU) campus. We also service a select number of neighbourhoods and other school campuses across Metro Vancouver and the Greater Toronto Area in Canada.

Please refer to our service maps below:

Metro Vancouver
Greater Toronto Area
We may at times be able to service an area outside of our service map for an extra charge. Please contact us to inquire.

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

Our storage facilities are located within Metro Vancouver and the Greater Toronto Area, and are clean and secure.

Since moving and transportation are included within our service, and to keep security at the highest level, our storage facilities are not accessible to the public. We cannot disclose the exact locations.

To align with the student term schedules, we have a 4-month storage minimum, but you can get your things back before then on an available delivery date. We'll just charge you for the remaining time. We do not prorate storage fees.

You are welcome to store for as long as you want!

You should receive the following 2 emails immediately after booking on our website:
  1. An Order Confirmation Email
  2. An Account Activation Email
1-2 days prior to each of your appointment dates, we also send out a confirmation email that includes your 2-hour Arrival Time Window (e.g. 9:00am to 11:00am for the appointment).

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 in, navigate to your account dashboard, and click the button labelled "Manage Billing" to change your payment and billing information. This includes changing your payment method, billing address, and your default payment method. You can also view and download receipts from this area of your account.

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.

Appointment 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 Storagehotel Large Boxes and tape. This is a one-time flat cost per appointment, and varies depending on the date you choose.

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

We offer the flexibility to store one item or many items, allowing you to pay only for the space you need. 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 Pricing page. We always encourage you to store everything in Storagehotel Large Boxes so that they are safe, secure, and easily organized. However, we can also accommodate your own boxes, bins, bags, and items that don't fit in a box.

Apart from the Monthly Storage Cost and Appointment Costs, there may be fees applicable for the following misdemeanours:
  • $125 — Overweight Fee (For each item/box weighing 50-70lbs. Note: Storagehotel does not accept any item/box weighing over 70lbs.)
  • $10 per box — Box Replacement Fee (For unreturned, or damaged and unused free storage boxes.)
  • $125 — Wet Fridge Fee (If your fridge is not completely defrosted, dry, and empty. Please unplug and leave your fridge door open at least 3 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 + Room Service — Late Appearance Fee (If you show up 15 minutes late to your appointment without all of your items.)
  • $75 — Missed Appointment Fee (If we cannot reach you upon our arrival or you do not show up for your appointment within 30 minutes.)
  • $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, you will automatically be notified via email, and we will 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 and appointment dates are based on availability — on a first come, first served basis. Historically, we run out of space very quickly each year for summer storage, so we recommend booking as soon as you know you will need storage.

If summer storage bookings have not opened up yet, please sign up for our waitlist to be notified immediately once they do.

We also historically sell out of our free Storagehotel Large Boxes. If you need any dropped off, we suggest booking your Box Drop-Off Appointment as early as possible to ensure we have enough supply for you. We recommend you order more boxes than you think you need. You can always return unused boxes during your Pickup Appointment at no charge.

We provide free Storagehotel Large Boxes and packing tape, provided you store them with us. Storagehotel Large Boxes are conveniently sized at 18" x 18" x 16", and are sustainably sourced from suppliers certified under the Sustainable Forestry Initiative® program and the Forest Stewardship Council®.

By selecting Free Storagehotel Large Boxes while booking on our website, you will be able to select a Box Drop-Off date. 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.

The typical student uses at least 7 Storagehotel Large Boxes. We recommend you order more boxes than you think you need. You can always return unused boxes during your Pickup Appointment at no charge.

Unused boxes and tape 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.

Storagehotel Large Boxes are conveniently sized at 18" x 18" x 16". They're heavy-duty, environmentally friendly, and sustainably sourced from suppliers certified under the Sustainable Forestry Initiative® program and the Forest Stewardship Council®. They are yours to keep forever!

Storagehotel Large Boxes are conveniently sized at 18" x 18" x 16". Please use these measurements to determine how many boxes you will need.

The typical student uses at least 7 Storagehotel Large Boxes. We recommend you order more boxes than you think you need. You can always return unused boxes during your Pickup Appointment at no charge.

Having more boxes is always better, as it not only prevents you from running out of boxes to store all your items, but also helps you avoid being charged the Overweight Fee. An Overweight Fee of $125 will automatically be charged for each item/box weighing 50-70lbs. Storagehotel does not accept any item/box weighing over 70lbs, and repacking during pickup is not permitted.

The boxes we provide are free, provided that you store them with us. Unused boxes and tape 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 boxes you plan to return.

If you collect boxes from us but decide to cancel your entire order with us prior to us picking up your items, you will be charged the $10 Box Replacement Fee for each box you collected, as well as the Cancellation Fee, all subject to our cancellation policy.

You are only permitted to schedule your Box Drop-Off Appointment on the same day as your Pickup Appointment if there are no earlier Box Drop-Off dates available. We will give you a Box Drop-Off Arrival Time Window that is earlier than your Pickup Arrival Time Window on the same day. While we will try our best to give you as much time as possible to pack in between appointments, we cannot guarantee you a certain amount of time. The time between appointments can be as short as 30 minutes.

We cover loss or damage up to your Protection Plan's total dollar amount. During booking, you may select from Basic or Premium coverage. If you decide to opt out of additional protection, we will still provide Minimum coverage for your items at $0.60 per pound, up to $100 per item, and $500 in total.

Please fill out our Protection Plan form after you opt into a Protection Plan and before your items are picked up. Otherwise, you will not be fully covered by your selected Protection Plan. We do not refund Protection Plan fees.

All our Protection Plans and coverage do not cover Fragile Items, as defined in our Fragile Item Policy. Examples of such items include:

  • Fragile Household Items (e.g. glassware, dishes, ceramics, pottery, ornaments, artwork, mirrors, collectibles, antiques, and crystals)
  • Electronics (e.g. computers, monitors, televisions, speakers, cameras, etc.)
  • Furniture That Incorporates Glass, Mirrors, or Similar Materials
  • Particleboard (e.g. IKEA furniture)
  • Fragile Materials

In the unlikely event of loss or damage, we will cover up to the reasonable and proven value of the specific item, and up to your Protection Plan's total dollar amount for that individual booking. Damage will only be covered if you can evidently prove that the damage was caused to the item while it was being transported or stored by Storagehotel (e.g. you have submitted clear and timestamped photo/video evidence through our Protection Plan form that an item did not have damage in a reasonable timeframe before pickup, and you have corresponding evidence immediately after delivery that an item suffered damage in our care).

You can email us to file a claim.

If you need to modify or cancel your order, please call or email us immediately.

You are entitled to a full or partial refund of your Appointment Cost (Pickup/Delivery/Box Drop-Off) if you cancel your appointment prior to 72 hours before the appointment.

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

If you cancel your storage booking prior to 72 hours before your Pickup appointment, you will not be charged a Monthly Storage Cost since your monthly storage cost begins on the day we pick up your items.

Packing

We specialize in the storage of boxes and common household items for students. Items that are typically stored with us include boxes, bins, bags, and suitcases. Items of dangerous, hazardous, or illegal nature are prohibited.

During booking on our website, you will find options to add the most commonly stored items. If you have an uncommon item, you can also enter the dimensions to create a custom item. Mattresses and mattress toppers are required to be in a sealed bag for hygienic reasons.

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 an item of a unique nature or are unsure if we can store it, please contact us with a detailed description and photos of the item to ensure that we can store them.

Please carefully review our packing guide before you pack, as it contains mandatory guidelines, rules, as well as tips and tricks.

For the safety of you and our team, an Overweight Fee of $125 will automatically be charged for each item/box weighing 50-70lbs. Storagehotel does not accept any item/box weighing over 70lbs, and repacking during pickup is not permitted.

We highly encourage you to strategically distribute weight across a number of boxes, making them safer and easier to carry for yourself and our team. Thoughtful packing and organization will reduce the risk of injury and damage, and save you money!

Yes. We take pride in keeping our storage facilities, moving trucks, and work environment at the highest level of cleanliness. All mattresses must be fully sealed in a proper 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 a proper mattress bag, or multiple heavy-duty garbage bags.

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 will provide you a mattress bag 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

We will email you a 2-hour Arrival Time Window 1-2 days prior to your appointment dates (e.g. 9:00am to 11:00am). Please ensure you are fully available throughout our moving hours of 9:00am to 7:00pm on your appointment dates before you receive your Arrival Time Window. Please avoid making travel arrangements or strict plans on your appointment dates just in case there are unforeseen delays. We cannot guarantee you a specific 2-hour Arrival Time Window.

On your appointment days, we will arrive at a time within your Arrival Time Window, and text/call you around 15 minutes before our arrival to give you a heads-up, and again upon our arrival.

If you are living in a student residence and did not add Room Service, we highly suggest borrowing a dolly from the front desk in advance so you can easily and quickly move your items to the curbside before we arrive for your pickup. Please make sure your phone is on loud, and you are able to answer your phone on your appointment days. Our moving team follows a very strict schedule, and any delays will cause delays throughout the entire schedule, creating a domino effect with negative consequences for other customers.

Please do not worry if we are not there immediately at the start of your Arrival Time Window. We are likely finishing up with another appointment, and are on the way! If there are unforeseen delays that might cause us to arrive later than your Arrival Time Window, we will be sure to text/call you immediately to let you know.

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

Another option is to have a roommate/friend/RA/family member represent you during your appointment date. If doing so, please call or email us with their full name, email address, and contact phone number immediately. If you choose to email us, please CC their email in your email.

Yes! You may have a Friend, Roommate, RA, or Family Member represent you during your scheduled appointment. You will have an opportunity to select this option during booking on our website. If doing so, please ensure that you enter all of their information correctly so that we can successfully contact them on your appointment date. Please also ensure that they understand our process, and are prepared to represent you.

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 which our moving truck can access. However, if the area is already taken by another vehicle or closed off (e.g. due to construction or heavy traffic) 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 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 free Storagehotel Large Boxes, we will 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 have the option to add Room Service to your Pickup Appointment during booking.

If you wish to add Room Service to your appointment after booking, or have any additional requests, please call or email 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 have the option to add Room Service to your Delivery Appointment during booking.

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

To book a Delivery Appointment, log into your account after your items are picked up. Delivery dates are on a first come, first served basis — we recommend booking as soon as possible before spots run out. Similar to booking a Pickup, you will be able to select from Standard or Premium date options based on availability, and the appropriate delivery fee will apply. To align with the student term schedules, we have a 4-month storage minimum, but you can get your things back before then on an available delivery date. We'll just charge you for the remaining time. We do not prorate storage fees. If you require a delivery outside of the available delivery dates, or if you have any unique requests, please contact us as soon as possible and we will try our very best to accommodate!

Absolutely! We have a partnership with UPS who handles our domestic and international shipments. Please call or email us to inquire.

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

If you need to modify or cancel your order, please call or email us immediately.

A Cancellation Fee applies to cancellations or reschedules made within 72 hours prior to the appointment, or in between your 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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