Moving can be unpredictable, which is why I have this page, to offer customers a clear and welcoming introduction to some questions they might have and can be addressed here in our FAQ. Whether you’re preparing for a home move or maybe organising an office relocation, or simply exploring the benefits of renting reusable totes instead of buying cardboard boxes. There are always a few things people naturally wonder about. This FAQ section will help answer any questions you might have. Also, an overview so you know what kind of information you will find as you browse through the detailed answers that follow.
This FAQ page will also highlight key considerations, including typical rental duration, what to do if your plans change, and how we support special scenarios like urgent moves, full office relocation, or packing timelines that stretch over several days.
Many customers also look for guidance on practical details such as our delivery areas, how long the rental period lasts, and what they can expect on the day their totes arrive. Others often want clarification about payments, rental extensions, or how to request extra supplies if they realise they need more. By summarising the most common topics people ask about, this FAQ serves as a simple, reassuring guide that helps customers feel prepared for a smooth and stress-free experience.
This section addresses the crucial first steps of your rental journey, outlining our service areas, and what happens immediately after you place your initial order on our website.
No, we do not assist with packing or moving. TT only provides the rental, delivery, and pick-up of the equipment (totes). Packing and moving services are the sole responsibility of the Renter.
We provide services to Renters within our defined delivery area (listed on our site). We may also service you if you reside within 75 km from Calgary/Chestermere, AB, Canada, at our sole discretion, subject to potential charges.
While we do not explicitly calculate your needs, our website offers various packages (on the Package page) to help you choose the appropriate amount of totes for your move. Please note the minimum rental is twenty (20) totes.
After you submit your order, we will check equipment availability. If sufficient equipment is available, we will send you an email confirming the rental along with further instructions.
Find all the logistical details here regarding how and when you will receive your totes and when we will pick them up. This covers scheduling windows, geographic service areas, and any potential delivery/pick-up fees.
Yes, the Renter is required to be present for the delivery and also for the scheduled pick-up. We will send an automated text reminder 24 hours prior to the scheduled delivery window to ensure your presence.
Both delivery and pick-up are scheduled within a one (1) hour window that you select. We will send a reminder text 24 hours in advance of that window.
Delivery charges for addresses outside our free delivery zone are calculated based on the distance and are depicted on the respective Packages page on our website.
The scheduled delivery window is one (1) hour.
This category clarifies all financial aspects of your rental, including our payment methods, the purpose and handling of the damage deposit, and the procedures for modifying your order dates or equipment quantities.
The damage deposit itself is a pre-authorization of $250.00 to your credit card. Your credit card is not officially charged unless TT determines fees are owed (e.g., cleaning, replacement fees) in accordance with the Terms of Service. Any remaining balance of the pre-authorized amount is released back to you.
We use Stripe as our third-party payment processor and accept payment via MasterCard, Visa, American Express, and Discover. Payment is due in full upon purchasing our services.
You must call, text, or email TT immediately upon requiring a change. If the length of the rental is increasing, the change is subject to equipment availability and requires payment for the increased rental period.
We will try to accommodate changes to the dates free of charge, provided the length of the rental period is not changing and is subject to equipment availability.
This part will help you to understand your obligations while the equipment is in your possession. This covers proper use (like labeling and storage), cleanliness standards, and the fees associated with excessive damage, loss, or misuse of the totes.
Yes. If the equipment contains excessive debris, dirt, or pet fur, a cleaning fee of $2.00 per piece of equipment may be charged. Replacement fees apply for damaged, lost, or unreturned equipment (e.g., $125.00 per bin, $150.00 per dolly).
The $250.00 damage deposit is a pre-authorization processed upon Requesting a Delivery Time to encourage the Renter to take care of the equipment. It is used to cover any cleaning or replacement fees owed under the Terms of Service.
No. You SHALL NOT use tape or labels on any of the equipment, other than the labels that TT provides. The provided labels are only to be placed on the rough spot on the side of the bin below the handles, not over the logo.
Equipment should always be left indoors to avoid the chance of theft or damage, for which the Renter is responsible.
Once your order is confirmed, this section guides you through important next steps, providing essential details about order minimums, optional accessories, and managing expectations regarding the confirmation process.
TT encourages all Renters to submit their orders early to ensure the desired equipment is available, as submitting an order is NOT a guarantee of equipment availability until confirmed by us.
You can choose from optional equipment add-ons after adding your desired number of totes to your cart on the Package page, which includes items like dollies, bubble wrap, paper for valuables
No. Submitting an order allows us to check availability, but it is NOT a guarantee of equipment availability. Your reservation is confirmed only after TT verifies equipment availability and sends a confirmation email.
The minimum amount of totes a Renter can rent is twenty (20) totes.
