FAQ

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What is Dorm2Dorm all about?
Dorm2Dorm was founded with the idea that students have enough to worry about without added headache from summer storage. Worrying about where, when, and how to store your stuff was a concern for many students at a time when finals were in full swing. D2D eliminates this hardship. Students are at school to learn, not to worry about storage.

Why don’t I just get a few people to share a storage room with me?
Dorm2Dorm does all the work for you. Let’s say you do the work to get four or five friends to share a room with you. Good thinking, but D2D is able to do that using the largest storage rooms available, sharing not only the room with those four or five people but also your entire school. So that means we are able to provide everything for you at that same price. Would your friends deliver boxes, pick up your storage items, and deliver everything right to your front door the following year?

Reservations

How do I make a reservation?

You can reserve online by clicking on the Sign Up link at the top corner of the website.

The registration form will ask you for information relevant to your reservation such as your contact information, reservation date, time, and location. Simply fill out the requested information and you’re all set.

However, we also offer reservations by phone and email if you feel more comfortable speaking to a person.

Can you go over the online reservation process?

Click on the “Sign Up” link on the navigation bar. This will bring you to a page with a brief description of the reservation process.

You will be asked to fill out the following fields (an asterisk * denotes a required field):

First Name *

Self explanatory. This is the field for your first name.

Last Name *

Self explanatory. This is the field for your last name.

Membership Type *

You are asked to choose between the standard Dorm2Dorm membership and the Dorm2Dorm Elite membership. Please refer to the Dorm2Dorm Elite section to learn about the elite benefits.

Primary Phone Number *

Please enter a phone number that you regularly use. We will contact you at this number on your pick up date.

Email *

Please use an email that you regularly check. Your reservation and account details will be sent to this email.

Pick up Date *

This can be a tentative date (just to reserve a spot on the calendar) and can be changed by giving us a call.

Arrival Window *

Our movers can arrive any time within the 3 hour (1.5 hours for Elite members) window that you select without being late.

School *

Your school may not be listed here, so please select the region your school is located in if that’s the case.

Dorm Name *

Enter the name of your dorm building. If you live off campus, then enter the address of your residence.

Dorm Number *

Enter your dorm room number. If you live off campus, then enter your apartment number (if applicable).

Alternate Contact *

Enter the name of a person whom we can speak with if we are unable to reach you by phone or email.

Alternate Contact Number *

Enter the phone number of your alternate contact.

Number of Boxes

Enter the number of boxes that you expect to store. This number can be an estimate and you are not locked into this number. We will use this information to provide you with a quote if you request it.

Miscellaneous Items

Enter/list the unboxed items that you expect to store (e.g., mattress, desk, mini fridge, skate board, etc.)

Comment

Use this field to write down any questions or comments that you may have.

Coupon Code (if applicable)

Enter your promo code that you received through an advertisement.

How do I look up my reservation?

You will receive an email with your account details (account name and password) when you make your reservation for the first time. The email is sent out within 5 minutes of clicking on the “Submit Reservation” button, so please check your spam folder if you do not see the email in your inbox within 5 minutes of submitting the reservation.

We want to make sure that every customer receives the proper attention he or she deserves with our service, so we removed the online account access. If you have a question or need to make changes, then please feel free to email us at info@dorm2dorm.com or call us at 646.476.5763.

What information will I need to provide?

We will need your name, email address, telephone number, current address (the address where your items will be picked up), preferred date, arrival time, and either a Visa or MasterCard.

How far in advance do I need to make a reservation?

We suggest booking at least one week in advance, so we can get you the supplies in time for your pickup.

But if you need storage immediately, we should be able to help.

For immediate storage needs call 866.628.5659 or email info@dorm2dorm.com

Is there a cancellation fee?

There is a $100 cancellation fee if you cancel your appointment less than 24 hours before your scheduled pickup. Also, any materials that have been shipped or delivered must be paid in full and will no longer be eligible for our buyback policy.

Is there a fee for off-campus locations?

There is a $50 fee for off campus pickups and deliveries.

Off campus is defined as outside of walking distance to and from campus. If you wouldn’t walk to and from campus it’s considered off campus.

What is an Out of Window fee?

Any pickup or delivery falling outside of our normal pickup or delivery windows will incur a $100 charge.

When is the free window period for my school?

Free pick ups begin on the first day of final exams at your school.

Free deliveries begin three days prior to the first day of classes.

Packing Supplies

What supplies do you offer?

We currently sell packing tape, bubble wrap, mattress bags, and boxes.

How much of each supply should I order?

You won’t really know until you begin packing, but we always recommend ordering extra just to be on the safe side.

We have a Buyback Guarantee, so you can return any unused supplies that you ordered from us for a full refund at your pickup.

Is there a limit to the Buyback Guarantee?

We will accept any unused packing material that you purchased from us, but they must be in their original packaging.

Shipping and handling, however, will not be refunded.

How will I receive my packing supplies?

East Coast:

We will ship your packing materials via UPS about a week before the first day of your finals. Shipments usually take up to 3 business days to arrive. Please be sure to provide us with your mailing address when placing your order to avoid any delays.

West Coast:

We will deliver boxes and supplies about a week before the first day of your finals. You don’t necessarily have to be in your room when we deliver your items, but we will attempt to contact you by phone when the delivery is ready. If you are unavailable at your dorm, then we’ll just drop them off outside your door or the next best alternative, lobby, etc. Either way, we’ll leave you a voicemail letting you know where they have been dropped.

Is there a shipping and handling fee for the packing supplies?

Yes, the shipping and handling fee is typically between $20 and $35 per shipment.

The price varies with your location, but you can find out the exact price from the checkout page.

What can I fit into a box?

For reference, our standard sized box can store

  • A set of beddings (pillow and comforter)
  • A small monitor or tv (about 17 inches)
  • ~55 textbooks
  • 10 pairs of shoes

Am I required to use Dorm2Dorm supplies?

Not at all. The supplies are just there as an extra convenience to our customers.

You are free to wrap, pack, or box your belongings with packing material not purchased from our company.

Do I need to fit my mattress in a box?

No, you don’t have to fit your mattress in a box. We have mattress bags that are specially designed to protect mattresses.

For other items that generally do not go into boxes, we recommend getting bubble wrap to prepare them for storage.

How do I label my boxes and items?

You can tape a piece of paper onto your items, or you can print one of our pre-made labels found on our Forms page.

If you ordered one of our boxes, then you can simply use the printed fields on the box itself.

Please be sure to include the following information on your label:

Your name

Your school

Your email

Your phone number

 

Pickup

I'm not living in a dorm. Can I still use you guys?

Of course! Our company is named Dorm2Dorm, but we understand that some students will not be living at dorms, and that’s completely ok with us. We will pick up and deliver to you even if you live in an apartment, a personal home, or on a yacht.

When is the free pickup window for my school?

Free pickups begin during the finals week of your school. However, we are able to accommodate pickups outside the free pickup window for an extra charge.

Do you allow off-campus pickups?

Yes, we can pickup anywhere within a 3-6 mile radius from any campus (we know some universities have several campuses) without charging any extra fees.

A $30 fee will incur if the pickup is more than 6 miles from campus. However, we are flexible with the distance, so please contact if you have a specific request.

How do I prepare for my pickup?

Make sure all of your belongings are properly packed and labeled with

  1. Your Full Name
  2. School
  3. Phone Number
  4. Email Address

If  you’d like, you can use our labels by downloading them here.

I need to make a change to my reservation. Is this possible?

You can request a change to your reservation at any time. However, it is recommended to make the changes at least 48 hours in advance to your reservation date.

Changes made less than 48 hours to your reservation date will incur a $25 surcharge. We can waive the surcharge in lieu of a 5-star review on Yelp.

It is highly recommended that you contact us by both email (info@dorm2dorm.com) and phone (646.476.5763) if you need to make a change.

How should I prepare my mini fridge for storage?

Please make sure your mini fridge has been defrosted and emptied before your pickup.

Can you pack my stuff for me?

We offer packing service for $50 per hour.

If you think you’ll need help with packing or moving, try to let us know in advanc, so we can schedule a separate appointment for you.

What if I'm not ready when it's time for my pickup?

We require all clients be ready at the beginning of their pickup or delivery windows. If you’re not prepared during your scheduled pickup or delivery time, a prorated amount will be added to your account.

If you delay your moving team by 15 minutes you will be charged $20.

Try to let us know a couple hours in advance if you need more time to get ready.

What if I am completely unprepared?

Any client that requires Dorm2Dorm to finish packing or entirely pack any one, or some, of their items will be subject to a $50 per hour fee.

My pickup window is showing two numbers (e.g., 8:00am to 11:00am). Which one is it?

We give customers an arrival/waiting window for their pickups. Our movers are allowed to arrive at any time within the window without being considered late.

For example, a pickup time of 8:00 AM to 11:00 AM means your belongings will be picked up at any time between 8:00 AM and 11:00 AM.

For Elite members, the arrival window is reduced to 1.5 hours (90 minutes).

How do I know when the movers are close?

Our movers will contact you about 15 minutes before they arrive to pick up your belongings.

Please be sure to answer your phone to avoid delays with your pickup.

What if I miss my pickup?

Don’t panic.

Immediately call us at 866.628.5659 or email us at info@dorm2dorm.com.

Our movers will be rerouted to your location as soon as possible, but you will need to notify us as soon as possible.

Do I have to be present at the pickup?

No, you do not have to be physically present at the pickup. Instead, you may designate a friend, family member, or an acquaintance as your proxy. We just need a person to confirm the pickup of your belongings and to sign off on the paperwork.

Storage and Billing

When will I be billed?

You will be billed a $1 reservation fee to reserve a time slot for your pickup. You will then be billed on the day of your pick up. We will process your credit or debit card (all major credit cards) when we pick up your items for storage.

How can I pay for my storage?

We accept all major credit (American Express, Discover, MasterCard, and Visa) and debit cards. Electronic checks (E-Checks) are accepted for monthly storage fees by providing your Type of Account, Routing number, and Account number. A 5% service fee will be added on any monthly storage fees paid using a credit card.

How much will it cost?

We price our storage based on the number of items and boxes you store with us.

Visit our pricing section to learn more.

Do you prorate the final month of my storage?

At the end of your storage term if you have a credit balance on your account just email us at billing@dorm2dorm.com in order for us to process your credit balance refund.

Do you have any late fees?

If you are late with your storage bill less than 30 days, we ask you to pay in full immediately. However, if you have not paid in 30 days after multiple requests, we will require a $20 late fee be paid.

How can I request an email receipt?

Email us at billing@dorm2dorm.com, requesting an email receipt with your contact name, email address, and school.

Delivery

When does the free delivery season begin?

The Early Delivery Window begins the about one week before the first day of classes.

The Standard Window is three days prior to the first day of classes.

The Late Window is the Friday and/or Saturday the weekend after classes begin.

Any deliveries outside of these windows will incur a $100 fee.

How do I set up my delivery?

We will contact you about a month before your classes begin to set up your delivery.

However, you may set up your delivery at any time from the reserve space page.

What if my delivery address is different than my pickup address?

That’s fine–just provide us with the new address for your delivery.

What if I'm not ready when it's time for my delivery?

Notify us in advance if you need to push back your delivery.

How do I know when the movers are close?

Our movers will contact you about 15 minutes before they arrive to deliver your belongings.

Please be sure to answer your phone to avoid delays with your delivery.

What if I miss my delivery?

Don’t panic.

Immediately call us at 866.628.5659 or email us at info@dorm2dorm.com.

We might have to reschedule to the last time slot, but we’ll try our best to reroute your delivery to a more agreeable time.

What if I'm missing an item?

Notify us as soon as you are able confirm that your item is missing.

You may reach us by phone at 866.628.5659 or by email at info@dorm2dorm.com.

The sooner we are notified, the sooner we will be able to begin looking for your item.

Can you deliver off campus?

Yes, we can deliver anywhere within a 10 mile radius from any campus (we know some universities have several campuses) without charging any extra fees.

A $30 fee will incur if the delivery location is more than 10 miles from campus. However, we are flexible with the distance, so please contact if you have a specific request.

Can I still use you guys if I won't be living in a dorm?

Of course! Our company is named Dorm2Dorm, but we understand that some students will not be living at dorms, and that’s completely ok with us. We will pick up and deliver to you even if you live in an apartment, a personal home, or on a yacht.

Do I have to be there for my delivery?

No, you do not have to be physically present at the delivery. Instead, you may designate a friend, family member, or an acquaintance as your proxy. We just need a person to confirm the pickup of your belongings and to sign off on the paperwork.

Shipping

I have something in storage that needs to be shipped home. Can you help?

Yes, we can ship your items using a major shipping provider (UPS, FedEx, or USPS). There will be a 25% convenience fee on top of the shipping and handling charged by the shipping provider.

Transferring Schools

I'm transferring to another school in the area. Can you pickup from one school and deliver to another?

Yes, we can pick up from one school and deliver to another without any issues.

If you are transferring to a school that is in another state, then we can ship your stored items using a major shipping provider to your new residence.

If you are transferring to another school or area that we also service, then we can ship the belongings to our local storage facility and hand deliver your belongings at your new location.

Promotions

I received a promo code--how do I use it?

You can enter the promo code in the “Coupon Code” field on the reservation form.

If you have already signed up and would like to add a promo code to your account, simply give us a call or email us and ask to have it added to your account.

Where can I find the rebate form?

The rebate form can be found at https://dorm2dorm.com/forms (direct link: https://dorm2dorm.com/form/rebate.pdf).
It shouldn’t take more than 15 minutes to complete and email back to us.

Account

How do I know if my reservation went through?

You will receive a confirmation email and text message with your reservation details when you make your reservation. The email is sent out within 5 minutes of clicking on the “Submit Reservation” button, so please check your spam folder if you do not see the email in your inbox within 5 minutes of submitting the reservation.

If you need to make a change to your reservation or if you have any lingering questions, then feel free to contact us at info@dorm2dorm.com or 646.476.5763