Frequently Asked Questions

If you're still storing into a new billing month — even for a day or two — the full month applies. Want to discuss proration? Just email us and we'll sort it out.

No — all our surcharges (stairs, long carry, packing service, and more) are published upfront under our H.A.M.S. pricing, so you can see exactly what something would cost before you ever need it.

Your rate is locked for your full commitment term. After that, any increase is capped and disclosed well in advance — never a surprise jump.

Yes. The first-move-in benefit (50% off at 3 months, free at 6 or 12 months) applies once, ever, per customer. If you add a second plan to your account later, standard moving fees apply to that addition — the benefit isn't repeatable.

Credit card, for anything booked through our order form — our plans bill monthly, and PayNow doesn't yet support recurring payments, so card's the way to go there. Custom Plan and Vault Custom, since they're quoted individually rather than booked online, can also be paid by PayNow.

Every item is stored in a monitored warehouse and photographed at pack-in, every access visit, and move-out — so there's a documented record at every step. On top of that, every plan includes baseline insurance coverage automatically, with paid upgrades available for higher-value items.

Every plan includes free Basic Coverage, protecting against fire damage, flood damage, and loss from forced break-in, up to $5 per kilogram per item. For higher-value belongings, Standard Coverage ($10/month) covers the same events up to $1,000 total, and Premium Coverage ($30/month) covers up to $5,000 total. These tiers don't cover loss or damage in transit, or gradual wear like mould or discoloration — see below for more on that. For coverage above $5,000 or in-transit protection, we can refer you to a third-party insurer.

Our storage is ambient — kept away from direct sunlight, but not temperature- or humidity-controlled. Given Singapore's climate, items stored long-term can be more prone to humidity-related wear like mould or discoloration, which isn't covered under our insurance tiers. We recommend sealed packaging for sensitive items like documents, photos, leather, and electronics — and we provide free silica gel drying packets on request to help protect against this.

Let us know within 5 business days of noticing the damage (or within 5 business days of move-out, if that's when you spot it), along with any photos or proof of value you have. We'll use our own photo records from pack-in, access, and move-out as part of assessing the claim, and aim to resolve things within 4 weeks.

All items must be stowable — loose items boxed and stackable, no plastic bags. We also don't accept food or perishables, anything that could attract pests, or anything illegal or hazardous.

Self-delivery means bringing your items to our warehouse yourself, with our team on hand to help you load in. Pickup means our in-house crew comes to you, packs, and moves everything for you. Both options are available on every plan — and whichever you choose at move-in is the method you'll use at move-out too.

At least 1 day's advance notice to stage your items. Every account gets one free visit a month (capped at 1 hour); additional visits are $30. Need just one small personal item, like a book or document, without a full visit? A single item retrieval is $30 flat.

Yes, free of charge, with at least two clear working days' notice before your confirmed date — working days skip Sunday. One thing worth knowing if you're booking a Saturday: pickups can go into the afternoon, but deliveries are morning-only that day.

Inside the two-day window, cancellation isn't self-service — give us a call and we'll sort it out. A fee may apply at that point, depending on whether a crew had already been committed to your slot.

This applies to Move-In and Move-Out appointments specifically — access visits have their own, separate notice rule, covered in the question above.

If we're dispatched for a pickup or delivery and it can't proceed on arrival — nobody's there to meet us, the lift hasn't been booked, management approval is missing, or we're turned away — this is treated as a no-show, not a late cancellation. The distinction matters: a late cancellation fee is discretionary, but a no-show automatically charges the applicable move-in or move-out fee in full, even if your commitment term included it free — that perk covers one completed move, not repeat attempts. Your confirmation email includes a short prep checklist specifically to help you avoid this.

Yes, priced clearly upfront: $60 flat for a standard stair carry (one flight only — additional flights are quoted separately), or $10 per mover per flight for oversized items. Long carries (when our truck can't park close by) are a flat $30. Box-Only orders get a better rate on stairs specifically — the first flight is free, with each additional flight at $20.

Box-Only is for when a whole Pallet or Vault feels like overkill — just a handful of boxes or suitcases (60×40×40cm max per box), 5-box minimum, priced per box at $6/month. It's a great fit for students, downsizing between homes, or anyone unsure a full-size plan is worth it for what they have.

Yes — many customers do. Order as many Pallets and Vaults as you need; they're all managed under one account, one bill, and one monthly access appointment.

Add another plan alongside what you already have — a second Vault, a Pallet, or Box-Only, whichever fits what's left over. We don't transfer your things into a larger unit part way through: that would mean unpacking and repacking everything, and it would break the rate you locked in. Each plan you hold keeps its own rate, its own term, and its own move-in and move-out fee. Tell us what didn't fit and we'll work out the sensible combination with you.

Vault Custom is for individual oversized or oddly shaped items — like a motorbike or a piece of art — quoted by the cubic meter. Custom Plan is for larger-scale needs, like a full house or office move, quoted through a consultation. Both are priced following a quick pre-move survey (usually a video call) rather than instantly online.

Not by default — unlike our standard plans, Vault Custom and Custom Plan don't include the usual monthly access visit. If you know you'll need to get to your things during storage, mention it during your pre-move survey so it can be built into your quote upfront.

After your minimum commitment term, your plan continues month-to-month until you give notice. Just book a move-out delivery or self-collection appointment, and we'll take it from there.

You're welcome to end your plan before your commitment term is up. If you received a move-in discount as part of that commitment, ending early means that discount is charged back, pro-rated to the time remaining on your term. If you're on a 12-month commitment, this also applies to your free move-out — both waivers get charged back, not just the move-in one. We'll always show you this number before you confirm.