Frequently Asked Questions
We offer a quick, simple, and modern storage experience in highly secure storage trailers with cutting-edge tech. Our portable storage trailer comes right to your doorstep (or to any address of your choosing), you pack and load it however you’d like (either DIY or with our Flex Service Team), and we take it back for safekeeping at one of our storage sites, until you need it again. Prefer to have your stuff nearby? You can choose to keep your Flex on your property and avoid facility storage charges on your monthly rent.
Of course! We’re all about Flexibility 🙂
Our customers can choose if, how, when, and to what extent they want our Service Team to help out. You can do it yourself, or have our professional team of movers pack & load for you.
Sure! If you don’t feel like carrying heavy loads, we would love to do it for you. Simply add the service option while booking your order, and our Service Team will be at your service.
By all means! If you want first-class pampered service, we would love to send over our Service Team to quickly and carefully wrap, disassemble, and pack your belongings for you. To get an estimate and book packing help, please write to us at support@flex.storage.
Thanks for asking!
- Better – No need to load all your belongings on a truck, schlep it back and forth for hours, and unload it all over again. Your Flex stores and keeps your belongings just as you arranged them inside until the end of the storage period.
- Stronger – We at Flex believe in safety and complete transparency. Gone are the days when you had to entrust your valuables to some distant lot. Our smart Flexes include sophisticated sensors that monitor the stored contents 24/7. Your private Flex has only one key, and you have the only copy.
- Faster – Flex saves you time, money, and energy. Your private storage trailer will be at your beck and call anytime you need it. You can call it to your place of residence, your place of business, or even a campsite in the middle of nowhere. You can even keep it in your driveway for the entire storage duration!
- Smarter – Unlike traditional storage units, every Flex is equipped with state-of-the-art temperature & humidity controls, to ensure that your belongings are kept in the optimal storage conditions. Plus, you will be able to track your Flex using a real-time GPS during every minute of its travel to and from your location.
Feel free to use the visual illustration we have incorporated into our website’s ordering process. If you are still having trouble, we’ve also included an algorithm that can recommend the best Flex for you based on your answers to a few simple questions. If you would rather consult us, please get in touch with us at support@flex.storage, and we will find your perfect Flex together.
Simply choose the desired date, time, and address, and one of our professional drivers will bring the Flex to your doorstep. No need to take care of anything else. We will also be sending live updates to your phone with your Flex’s actual departure and arrival times.
Flex was meticulously engineered to keep the contents stored within it perfectly insulated and protected from varying weather conditions and potential external harm. Our Flexes are built out of the best insulating materials to protect your belongings in the best way possible.
Your Flex can be called to any address within our service area during our service hours with a 3-day advanced notice. In urgent cases, please contact us at support@flex.storage, and we will do anything we can to get your Flex to you ASAP.
Only you and you alone. Your own private Flex comes with a unique lock, and you are the only one who has the key. That way, you can rest easy knowing that your belongings, as well as your privacy, are 100% safe.
Your Flex needs to be called at least 3 days before you need it so that we can be prepared and provide you with the best possible service experience. In urgent cases, please contact us at support@flex.storage.
At Flex Moving & Storage, we understand that plans can change.
To ensure a smooth process for everyone, we have established the following cancellation policy:
Free Cancellation:
Any time prior to 48 hours before your scheduled appointment, you may cancel your appointment at no cost.
For example, if a pickup is scheduled for Wednesday with an arrival window from 8-12pm, it must be cancelled or rescheduled by Monday before 8am.
Late Cancellation Fee For Moving Appointments:
If an appointment is cancelled or rescheduled within 48 hours of the scheduled appointment date and time, you will forfeit your advanced payment and your $50 scheduling deposit.
Late Cancellation Fee For Storage Appointments:
A $200 fee, or 100% of your total (if less than $200) should you cancel or reschedule your storage unit within 48 hours of your scheduled appointment.
While Flex movers will make every effort to service a client, Flex has a strict list of items we cannot service, called Prohibited Items. The complete list can be found in our Terms of Service, but a quick breakdown can be found below.
Flammable, Combustible, or Hazardous Materials
- Gasoline, diesel, or other fuels
- Propane tanks or gas cylinders
- Lighter fluid, matches, or fire-starting materials
- Paint, paint thinner, or varnish
- Aerosol cans (hairspray, spray paint, etc.)
- Fireworks, explosives, or ammunition
- Cleaning chemicals or solvents
Toxic, Corrosive, or Biohazardous Items
- Pesticides, fertilizers, or weed killers
- Bleach, ammonia, or other caustic chemicals
- Batteries with acid or lead content
- Medical waste or sharps
- Asbestos or other hazardous substances
Living or Organic Materials
- Animals or pets (alive or deceased)
- Human remains
- Insects, rodents, or other wildlife
Perishable or Temperature-Sensitive Items
- Food
- Plants or soil
- Items prone to mold, mildew, or spoilage
- Toiletries, medicines, or hygiene products
- Liquids of any kind
Items Requiring Special Permitting, Certification, or Tools to Handle
- Pianos
- Safes
- Pool Tables
- Chandeliers
- Vehicles
- Hot Tubs
- Grandfather Clocks
- Tempur-Pedic/Sleep Number Beds
Items Requiring Immediate Return
- Medicine
- Medical devices
- Medical beds
- Important documents
- Money, checks, cards, or other methods of commerce
Items That May Be Dangerous or Illegal To Service
- Drugs
- Weapons of any kind
- Ammunition and other weapon-adjacent goods
- Explosives
- Items illegally obtained
Here’s a short checklist for things you should do to prepare for your move.
- Up to 48 hours in advance, disconnect, open, and if possible, fully drain any water-containing appliances you’d like us to move, such as fridges and freezers, washing machines, or dishwashers.
- Remove from walls any items you would like us to move, such as TVs, paintings, mirrors, and curtain rods.
- Ensure our movers have clear, unobstructed walkways throughout all locations our movers will service.
- It helps to create a staging area in the room nearest where our trailer will be parked, and to stage all items in a central location with easy access.
- We encourage you to empty and tape down drawers and cabinets for easy transport.
- Because we only pack boxes as part of our Diamond service, we recommend Silver or Gold customers securely pack smaller items in sealed boxes or bins before our team’s arrival.
- Review our Prohibited Items list (see “What kind of items cannot be stored or moved?“) before service.
- If parking permits, HOA permits, or any other parking coordination will be required, make sure that you have secured all such permits.
- If you live in a condo or complex, ask your building management whether a Certificate of Insurance is required, as Certificates of Insurance have a 72-hour expected turnaround.
- If an elevator or loading dock reservation is required, please secure an elevator or loading dock reservation before service.
- If anything requires special certifications to disconnect or disassemble, please have your specialty item(s) disconnected or disassembled before our arrival.
While Flex movers will make every attempt to disassemble and reassemble an item when needed, Flex movers cannot disassemble or reassemble any items that require special certifications, such as Sleep Number beds, exercise equipment, or refrigerators. As our team comes equipped with basic hand tools, flat-pack furniture disassembly and reassembly requests are usually doable. Flex movers will only reassemble items that Flex movers disassembled.
We’ve developed an easy and straightforward digital process that will allow you to order your Flex anytime, without having to wait or talk to anyone. If you wish to consult us first, you can contact us by writing to support@flex.storage, and we will book it for you.
You can make any changes you want to your reservation any time, up to 3 days before your Flex’s arrival date. All you need is to contact our Customer Care department at support@flex.storage.
Not a problem; we understand that plans change. You can cancel your reservation up to 3 days before your Flex’s scheduled delivery date, free of charge, by writing to us at support@flex.storage. Make sure to include your order number.
You can change the date and time of your Flex’s arrival anytime you want, up to 3 days before the Flex’s scheduled delivery date, free of charge. To change the date, simply contact us at support@flex.storage.
Currently, we accept payments in debit & credit cards only.
The monthly payments begin when you receive your Flex at the address you selected and end when your Flex lease ends. One-time charges for any additional services, such as delivery fees or calling your Flex over, are collected immediately after the service is provided.
Our primary goal is to make your life simpler and lighter:
Your private storage trailer will come to you, accompanied by our professional Flex Driver. We will send updates to your phone so that you know precisely when it leaves our site and when it will arrive at your selected location.
If you have chosen to keep your Flex in one of our storage sites, your Flex will be at your disposal for as long as you want for loading & unloading at your own pace. When you are done, we will come to pick it up. Once the loading process is completed, the door will be locked, the key will be placed in your care, and our driver will take your Flex back for safekeeping.
If you prefer keeping your Flex on your property, it will stay with you for the entire duration of storage. Simply call us to fetch it back once you’re done.
Please note that you are solely responsible for the parking space where your Flex is parked while in your care and, provided there are any parking fees, they will be added to your bill. Your Flex is mechanically stabilized and cannot be moved without the Flex Service Team.
Our team is made up of experienced and highly recommended professionals who will provide you with the best, friendliest, and most efficient service. Your skilled Flex Service Team includes a professional driver and dedicated service personnel who will treat your belongings with the respect you deserve.
No worries, your Flex will appear at your doorstep on time. We will even send live updates to your phone with the Flex’s actual departure and arrival times, just to make you feel as light as possible. If we can get your Flex to you even sooner than scheduled, we will contact you for approval. Your Flex arriving late is not an option.
Our Flexes come in two sizes: 6’X10′ & 7’X14′, giving you 60 & 98 sq. ft. of storage space, respectively. Flex units are clean and clear on the inside and come equipped with internal & external smart sensors for storage condition optimization.
Yes, either you, or a designated Day-Of Contact, must be present for the entire arrival window, and while our team is onsite.
Your designated Day-Of Contact may be a partner, a friend, or any other person whom you trust to oversee your move and sign legal documents on your behalf. Your Day-Of Contact cannot be a Flex mover.
If you know you cannot be at your appointment, but have someone who can oversee your appointment in your stead, please let us know at least 48 hours before your appointment, and provide us with your Day-Of Contact’s SMS-enabled phone number. We can be reached at (888) 990-3539, or support@flex.storage.
For moves, sometimes our movers will arrive at the second location before you. If you know you will be late to the second location, please call us as soon as you can so we can coordinate.
If our team arrives at your address and is unable to find you or establish contact within 15 minutes of our team’s arrival, we may need to reschedule for a later date.
Flex uses arrival windows for its appointments, to account for circumstances outside of our control, such as traffic. An arrival window is usually a 2-hour window, during which time our team plans to arrive. We request that you, or a designated Day-Of Contact, be present at your address during the arrival window and throughout our servicing of that address.
In the unlikely event our team falls behind, you may always reach out to us at (888) 990-3539 to request an estimated time of arrival.
While placing your order, simply select the “Your Place” option from the Storage Location page. Your Flex will arrive at your address on the day you’ve selected when it is empty, clean, and ready to store your stuff. The smart storage trailer will be in your care and at your disposal for the entire storage period. When you are finished storing, simply unload your belongings, contact us, and we will send over one of our drivers to pick it up.
Only you and you alone. Your own private Flex comes with a unique lock, and you are the only one who has the key. That way, you can rest easy knowing that your belongings, as well as your privacy, are 100% safe.
Easy peasy. To add or remove any belongings from your private storage unit, all you need to do is call your Flex to any address, and one of our professional drivers will deliver it. To call your Flex, simply contact us at support@flex.storage.
As many as you want. At any given time, you can call your Flex to any address within our service area, for a fee.
During our service hours, your Flex can be called to any address within our service area with a 3-day advanced notice. In urgent cases, please contact us at support@flex.storage, and we will do anything we can to get your Flex to you on your own terms.
Your Flex needs to be called at least 3 days before you need it so that we can be prepared and provide you with the best possible service experience. In urgent cases, please contact us at support@flex.storage.
Please feel free to contact us at support@flex.storage, and we will do everything in our power to get your Flex to you ASAP. That’s what we’re here for.
You can make any changes you want to your reservation any time, up to 3 days before your Flex’s arrival date. All you need is to contact us at support@flex.storage, provide your order number, and we will make any changes you wish for you.
If you are storing your Flex on your own property, the storage period ends once we have picked up your empty unit. If you have chosen to store your Flex in one of our storage sites, your Flex will come to you for unloading whenever you choose. Once you’re done unloading at your own leisure, or having our Service Team unload for you, simply contact us and we will come pick it up.
Please note that billing for storage rent occurs in 30-day increments. You can get your stuff back any time; however, your account will not be credited for the remaining days in the billing cycle.
As soon as you wish to end the storage period, you can let us know three days ahead to pick a date for your Flex to be picked up. Simply write us at support@flex.storage.
Absolutely. Your Flex always goes wherever and whenever you wish, within our service area. Depending on the address you enter when calling your Flex, you will be provided with possible time slots for your Flex’s arrival to choose from. The sooner you call, the more Flexible the time slots will be.
Damage is never an expectation when using Flex’s services, but in the unlikely event of property damage, Flex has a claims process that our support team will guide you through. Simply write us at support@flex.storage to get started.