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Frequently Asked Questions

COVID-19

What steps are we taking in response to Covid-19?

At StoFlyte, the health and safety of our staff and valued customers is our top priority.  

In response to Covid-19 measures, we are closely monitoring government regulations and following guidelines from the Public Health Agency of Canada. 

We are currently servicing all appointments on schedule. 

We have the following measures in place: 

  • All appointments will have limited contact and follow social-distancing guidelines (maintain 6ft of distance, masks on for duration of appointment) 
  • Masks, gloves, and sanitizer (barring any supply issues) are provided and worn by all team members during appointments 
  • Whenever possible we ask that items be placed outside the home (porch, hallway, lobby, garage, or lawn) where pick-up and delivery can occur outside the home with limited contact 
  • We are cleaning and sanitizing all equipment, trucks, and the facility on a regular basis 
  • We are not servicing appointments at locations with confirmed cases of Covid-19 
  • Employees are screened daily and those who show or report symptoms are required to self-quarantine for 14 days  

Our team will continue to update and make changes to our protocol as required.

General Questions

What does “full-service” storage mean?

At StoFlyte, “full-service storage” means that we take care of all the hard parts. All you have to book storage with us, and we take care of the rest. Our team will pack, pick-up, store, and return your items.  

How can I book storage?

We want to make storage as easy as possible for your specific needs. So, we offer storage services by item or by space. Visit our booking page here, and select the option that you would like. Follow the steps to book your storage. If you have any issues with your booking please contact customer service at book@stoflyte.com or 1-343-307-9444 

What’s the difference between storage by item or by space?

We know every customer has unique needs. That’s why our storage services are unique. We offer storage by item or by space. Our per item storage is best for customers who may only have a few items to store and want to pay to store per item (example: bicycles, tires, camping equipment or ski’s, couches, storage per box). Our space storage option is best for customers who may have a lot to store and would rather book by space so they can store everything they need to in that space (example: customers who are moving or remodeling and need to store whole rooms/houses of stuff). 

How do I know if you service my area?

StoFlyte is currently servicing the Ottawa region, also including Gatineau, Kanata, and Nipean. We will soon be launching in the Greater Toronto Area, stay tuned. 

Do I know how much stuff I can fit into your different storage by space options?

We want to make booking as easy as possible. Each space describes what you can fit so you can decide what storage option would be best for you.

Where is the storage facility located? Can I visit the facility to pick-up my stuff?

StoFlyte is a full-service storage solution. So, you get full white glove service and never have to worry about visiting the facility yourself. Our team will pick-up and deliver your items to and from the facility. 

For the security of yours and all our customer’s belongings, our facility is closed to the public and we only allow approved staff to access the facility and handle your belongings. 

If you’d like to get any items returned, you can book a return online or contact customer service at customersupport@stoflyte.com or 1-343-307-9444

How secure is your storage facility?

We know security is your number one concern when choosing a storage service. That’s why our security and safety measures go above and beyond to protect your belongings.  

Our facility has 24/7 security and surveillance monitoring, as well as fire and alarm monitoring. 

For the security of yours and all our customer’s belongings, our facility is closed to the public and we only allow approved staff to access the facility and handle your belongings. 

For your peace of mind, we even offer 100% full value replacement insurance. 

Pickup and Delivery

How can I book an appointment for pick-up or delivery?

To book an appointment for pick-up, please book your storage online and you be prompted to select your pick-up day and slot. 

To book a delivery (return of any or all of your stuff) visit your account online or contact customer service at customersupport@stoflyte.com or 1-343-307-9444 

Can I choose return/delivery for only some of my stuff?

Absolutely! We know you may only need some of your items back. That’s why we offer online inventory management and easy return booking on your account. Book online or by contacting customer service at customersupport@stoflyte.com or 1-343-307-9444 

How much does pick-up or delivery cost?

Please see our Pick-Up and Delivery Pricing page.

Can you pick-up and deliver to different cities?

Of course. We understand that a lot of our customers may be moving between cities. We can pick-up and deliver to any locations you choose in Canada, USA or Worldwide. 

Is my initial payment refundable?

Yes! Cancel any time at least 72 hours in advance of your first appointment you will get a refund minus a $35 administration fee.

  • Cancellation of service less than 72 hours in advance will result in a late cancellation fee of $100 and then you will be refunded any remainder from your initial payment.
  • Cancellation of service 48 hours prior to the pickup date or after the crew has been dispatched will result in the minimum charge for the reserved crew and then you will be refunded any remainder from your initial payment.

My Account

How can I access my account?

You can create and access your account by choosing the “My Account” button found at the top of the page. If you’re having any trouble with your account, please contact customer service customersupport@stoflyte.com or 1-343-307-9444 

How does online inventory management work?

Absolutely! We know you may only need some of your items back. That’s why we offer online inventory management and easy return booking on your account. Book online or by contacting customer service at customersupport@stoflyte.com or 1-343-307-9444 

When will I be billed?

Your billing cycle will begin on the day we pick up your items and move them into the storage facility. Your monthly invoice will be billed on the same day each month following. 

For example, if your pick-up was June 15, you will be billed on July 15, August 15, September 15, and so on. 

How can I see my invoice?

You can access your invoice easily by choosing the “My Account” button found at the top of the page. Your invoices will be under “My invoices”. 

If I get some of my items returned to me, does my plan change?

If you’re on a space or item place and you’ve had some of your items returned to you, you can request a plan downgrade.  

For example, if you were on a 10×10 space plan and you’ve had sufficient items removed to fit into a smaller 5×10 plan, you can request this change by contacting contact customer service at customersupport@stoflyte.com or 1-343-307-9444 

If I want to store more items, does my plan change?

If you’d like to add additional items to your space or choose additional per item storage, you can schedule a pick-up at any time. Book a pick-up online by visiting “My Account”. Similarly, you can upgrade your space storage if you need additional space to store more items by upgrading in “My Account”.