Support

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Frequently Asked Questions


Locations, Hours & Directions

Q: What cities do you service?
A: We offer storage and moving services in hundreds of cities nationwide. Please check our service area locations, or call 888-366-7222 to speak with a Sales Consultant to discuss your specific needs.

Q: When are your Customer Service and Sales teams available?
A: Many of our services are available online 24/7. To receive a price for moving or storage services, use the quote form at the top of the page. You can also log in to my.doortodoor.com where you can pay your bill, view your account, change your password or update your billing address.

For the current hours of operation for our Customer Service and Sales teams Click here.

Q: When is the warehouse open?
A: Our warehouse hours vary by location and season. For current hours of operations in your city, please check our service area locations and select your location for details.


Scheduling/rescheduling a container at your home

Q: How do I schedule a delivery of my containers?
A: Scheduling a delivery is as easy as calling our Customer Service team at 888-366-7222.

Before you call, here is some helpful information to know:

Your account must be paid current prior to your appointment.

If you have a balance due, we can process your payment when you call, either to your card on file, or a different one provided by you. You can also make an online payment anytime by visiting my.doortodoor.com. Simply log in with your email address and password.

Appointments are based on schedule availability so it is best to call with as much notice as possible to ensure your desired dates are available.

Appointments made within two business days are considered expedited and are based on availability and subject to an expedite fee.

Q: When should I call to schedule delivery of my containers?
A: Appointments are based on schedule availability so it is best to call with as much notice as possible to ensure your desired dates are available. Appointments made within two business days are considered expedited and are based on availability and subject to an expedite fee.

Please note: Your account must be current prior to your appointment. If you have a balance due, we can process your payment when you call. You can also make an online payment anytime by visiting my.doortodoor.com. Simply log in with your email address and password.

Q: What does the storage delivery fee include?
A: A delivery fee includes two appointments – a delivery appointment and a pick-up appointment, each for up to five containers. Unlike some companies, we do not charge you a separate delivery fee for the pick-up of your containers. At Door to Door, it’s round-trip, rather than one-way.

For example:

If you are a new customer, this involves the initial delivery of empty containers to you for loading, as well as pick-up of your full containers.

As an existing customer, the delivery fee covers delivery of your containers, as well as pick-up of the containers full or empty.

The delivery fee varies based on market and service area, and your delivery address must be in Door to Door’s delivery area. To view additional information regarding deliveries, container placement, permits and more click here.

Q: Do I need to be home for the delivery of my containers?
A: We do encourage you to be present for the delivery of containers in order to confirm desired placement and walk you through how the container and cover work. However, if you cannot be home, we understand and offer two convenient options.

Please note: To take advantage of these options, be sure to make these arrangements before the day of your appointment

You can authorize someone else to accept the containers on your behalf. For our Authorized Agent form click here.

In locations where there are no container placement or permit restrictions, you can complete and return our No One Home Authorization paperwork which will allow Door to Door to deliver your containers in your absence. Call us for more details at 888-366-7222.

Q: Do I need to be home for the pick-up of my containers?
A: You only need to be present if your area requires special access (e.g., gated communities, etc.). Otherwise, you do not need to be present for the pick-up of your full or empty containers. Just have your containers ready by 7am the day of your appointment. If you need more time, be sure to let us know before your scheduled date to ensure we do not pick up your containers if you’re not ready.

If your area has special access requirements, please let us know in advance. You can authorize someone else to be present in your absence. For our Authorized Agent form click here.

Q: Can you give me a specific time for my appointment?
A: Due to scheduling availability and variations in each customer’s appointment situation, we are unable to provide an exact time for appointments.

For your planning purposes, within 48 hours of your scheduled date we will provide you with an estimated timeframe window for your appointment. On the day of your appointment, our driver will also call from the appointment before yours with an estimated time of arrival.

If you cannot be present for your appointment, do not fret just yet!

Is your appointment for the delivery of your containers? Click here to review alternate options available.

Is your appointment for the pick-up of your containers? Click here to review guidelines for your pick-up appointment.

Q: How long can I take to load or unload my containers?
A: Most customers find they need no more than three days to load or unload. Let your Sales or Customer Service Consultant know if you need more time.

Q: Can you drop off and pick up my containers the same day?
A: When there is availability, we can schedule both appointments on the same day. Let your Sales or Customer Service Consultant know if you would like same day delivery when you schedule your appointment. Additional fees may apply.

Q: Is there a fee every time my storage containers are brought to my home?
A: Yes, a delivery fee does apply each time you request delivery of your storage containers to your home from the warehouse. You can also access your containers at our warehouse at no charge with one business day notice.

For more information regarding delivery fees click here.

Q: How do I cancel an appointment?
A: You may cancel an appointment by contacting our Customer Service team at 888-366-7222. A cancellation fee may apply for cancellations made with less than two business days notice.

If you need to cancel your order in its entirety, please click here for specific instructions.

Q: How do I cancel my order?
A: We understand that your plans may change. If you need to cancel your order in its entirety, please call our Customer Service team at 888-366-7222. Please provide as much notice as possible.

If you cancel seven or more days prior to your scheduled delivery date, you will receive a full deposit refund.

If you cancel in less than seven days prior to your delivery date, you will forfeit your deposit.

If you cancel when the driver arrives at your location, you will forfeit your deposit and delivery fee.

Q: How do I close my account?
A: We are sorry to hear you are considering leaving Door to Door. To close your account, you may call our Customer Service team at 888-366-7222.

Before you call, here is some helpful information to know:

Your account must be paid in full prior to closing.

If you have a balance due, we can process your payment when you call us, either to your card on file, or a different one provided by you. You can also make an online payment anytime by visiting my.doortodoor.com. Simply log in with your email address and password.

All appointments are scheduled based on appointment type and availability and are subject to change.

You may have your containers delivered to you (your address must be in Door to Door’s delivery area), to be emptied and returned to the warehouse, or you may visit our warehouse to remove your items from your containers.

Fees for your final delivery or close out at our facility, as well as your final contract rental fees, will be collected prior to receiving or accessing your containers.

Your storage rental continues through the date of the pick-up of your empty containers.

Once your containers are returned to Door to Door empty, your account is reviewed and any credit balance will be returned to your card on file, or if there is no card on file, via return check. Please allow up to 30 days for processing of credit refunds.

For additional information regarding your delivery and container pick-up, container placement guidelines, permits and other fees click here

Q: How is my refund processed?
A: Your account is reviewed and any credit balance will be returned to your card on file, or if there is no card on file, via return check.

Please allow up to 30 days for processing of credit refunds. To review our refund policy click here.


Accessing a Container at the Warehouse

Q: How do I get into my containers if I need something?
A: Just let us know! Call our Customer Service team during business hours at 888-366-7222.

Before your call, here is some helpful information to know:

Your account must be paid current prior to your appointment.

If you have a balance due, we can process your payment when you call us, either to your card on file, or a different one provided by you. You can also make a payment anytime by visiting my.doortodoor.com. Simply log in and follow the prompts.

One or more business days’ notice is preferred to ensure we have your containers ready.

If you require same-day access and our warehouse is open, we will attempt to accommodate your request. A nominal fee will apply.

Some locations require advanced notice.

Your storage containers will be placed in a secure customer access area.

We can also deliver your containers to you – click here to learn more.

Q: Is there a fee for accessing my containers?
A: You can access your containers in our warehouse at no charge! We simply ask that the appointment time is set during our normal business hours and scheduled with our Customer Service team at least one business day in advance.

If you require same-day access and our warehouse is open, we will attempt to accommodate your request. A nominal fee will apply.

Q: How do I cancel my access appointment?
A: Simply call our Customer Service team before the day of your appointment at 888-366-7222. There is a nominal fee for cancellation on the same day or missing your appointment.


Billing & Payments

Q: How can I make a payment?
A: There are several ways to make your payment:

  1. Sign up for our AutoPay program. It is an easy, fast, free and secure way to automatically pay your monthly storage bill. Click here for our AutoPay form and simple completion steps.
  2. Pay your bill online at my.doortodoor.com. There’s no need to call us or risk waiting on hold. Just click here for easy steps to get started!
  3. Pay with your VISA or MasterCard over the phone. Call us at 888-366-7222. A processing and handling fee may apply.

Q: How do I check the balance on my account?
A: You can view your account balance online any time at my.doortodoor.com. Simply log in with your email address and password.

Are you a first-time user? Visit my.doortodoor.com, follow the online steps to Activate My Account, and then follow the steps above.

If you do not have access to a computer, you may also call our Customer Service team at 888-366-7222.

Q: How do I update my billing address?
A: You can update your billing address online any time at my.doortodoor.com. Simply log in with your email address and password, click Manage My Account from the navigation menu, and then click Update Address.

Are you a first-time user? Visit my.doortodoor.com, follow the online steps to Activate My Account, and then follow the steps above.

If after submitting your information you find an error, simply populate your information and click Submit again.

If you do not have access to a computer, you may also call our Customer Service team at 888-366-7222.

Q: Can I change or update the credit card used for my automatic payment?
A: Absolutely! Changing and updating your credit card for automatic payment is easy; just call our Customer Service team at 888-366-7222 to update your account. Your update will be effective at your next billing cycle.

Q: If I am enrolled in AutoPay, can I also receive a monthly statement?
A: One of the benefits of our AutoPay is that it is a paperless program. If you are signed up on AutoPay, you will not receive a monthly statement.  You can view your account balance online any time at my.doortodoor.com. Simply log in with your email address and password.

Are you a first-time user? Visit my.doortodoor.com, follow the online steps to Activate My Account. Then return to log in and follow the steps above. Please check back with us from time to time. We are continually improving our online features in order to provide you with easier methods for accessing and viewing your account information.

Q: Where can I find a list of your charges and fees?
A: Door to Door’s charges and fees are included in our Services Agreement. Click here to view the current list of charges and fees, as well as additional information regarding deliveries, permits and more.

Q: What is the difference between a late fee and a decline fee?
A: A late fee applies when your monthly payment is not processed within 10 days of your due date.

A decline fee applies when your bank or credit card company does not authorize the charge for your automatic payment.

If your card is declined and your payment is not made within 10 days of the due date, both a late fee and a decline fee will be added to your account.

Q: What taxes are included on my bill?
A: The taxes section of your bill includes sales, excise and other taxes, governmental surcharges and fees that are required by law.

Q: If I have a credit on my account, how is my refund processed?
A: If your account is still open, your credit is applied to your next bill. If you would like the credit returned to the original method of payment (e.g., the card used for the payment), simply call our Customer Service team at 888-366-7222.

If you have closed your account and your containers are returned to Door to Door empty, your account is reviewed and any credit balance will be returned to your card on file, or if there is no card on file, via return check. Please allow up to 30 days for processing of credit refunds.

Click here to review our refund policy.


My Online Account

Q: What’s available in my online account?
A: You can pay your bill, view your account, change your password or update your billing address. Please check back with us from time to time. We are continually improving our online features in order to provide you with easier methods for viewing your account information and working with us. Click here for easy steps to get started!

Q: How do I access my online account if I’m a first-time user?
A: It’s easy to get started! You just need the billing zip code and email address associated with your Door to Door account. When you’re ready:

  1. Visit my.doortodoor.com.
  2. Click Activate My Account.
  3. Follow the prompts.

When successfully activated, you will receive an email from Door to Door with your login and password.

To ensure you receive emails from us, please add customerservice@doortodoor.com to your email address book.

Once you receive your login information via email, return to my.doortodoor.com and enter your login information. Once you are successfully logged in, you can select from the available options in the navigation menu.

For best results accessing your online account, make sure you have the latest version of your internet browser (Internet Explorer, Mozilla Firefox, Safari, Google Chrome).

Q: How do I access my online account if I’m a returning user?
A: If you have your login credentials, simply visit my.doortodoor.com to log in. Once you are successfully logged in, you can select from the available options in the navigation menu.

If you have forgotten your login or password, no worries! Click here for instructions to reset your login.

For best results accessing your online account, make sure you have the latest version of your internet browser (Internet Explorer, Mozilla Firefox, Safari, Google Chrome).

Q: I forgot my password. How do I reset my login?
A: If you have forgotten your password, you simply need to reset your login information. Have the billing zip code and email address associated with your Door to Door account handy. When you’re ready:

  1. Visit my.doortodoor.com.
  2. Click Activate My Account.
  3. Follow the prompts.

When successfully activated, you will receive an email from Door to Door with your login and password.

To ensure you receive emails from us, please add customerservice@doortodoor.com to your email address book.

Once you receive your login information via email, return to my.doortodoor.com and enter your login information. Once you are successfully logged in, you can select from the available options in the navigation menu.

For best results accessing your online account, make sure you have the latest version of your internet browser (Internet Explorer, Mozilla Firefox, Safari, Google Chrome).

Q: How do I change my password?
A: If you know your current password and just want to change it, simply:

  1. Log into my.doortodoor.com, with your current login and password.
  2. Once logged in, click Manage My Account from the navigation menu.
  3. Click Change Password and follow the prompts.

If you have forgotten your login or password, no problem! Click here for instructions to reset your login.

For best results accessing your online account, make sure you have the latest version of your internet browser (Internet Explorer, Mozilla Firefox, Safari, Google Chrome).

Q: I reset my password, but it is not working. What can I do?
A: For best results accessing your online account, make sure you have the latest version of your internet browser (Internet Explorer, Mozilla Firefox, Safari, Google Chrome).

If you are trying to log into your online account, but are receiving a message that your password is not valid, you may need to clear your browser’s temporary internet files in order for the change to work. Consult your specific browser’s help files to obtain the steps to clear your cache and cookies.

If you are still experiencing technical difficulties, send us an email (customerservice@doortodoor.com), and we will be happy to further assist you in troubleshooting. Please include the following system information in your email:

  1. What is your Operating System? (ex. Windows 98, 2000, XP Mac – OS 9, OS X)
  2. What type of Browser do you have? (ex. PC – IE 7, Opera, Firefox, Netscape Mac – Safari, Camino)
  3. What type of connection do you have? (ex. 56K, DSL, Cable, etc.)
  4. What type of Security Software do you use? (ex. McAfee, Norton, AVG, etc.)