This article explains how cancellations work for included delivery dates, warehouse pickups, and On-Demand scheduled moves, along with any related fees and refund rules
This article explains how delivery cancellations and changes work for included delivery dates, warehouse pickups (WHP), and On-Demand (OD) deliveries, and what website messaging the customer sees at each step.
1. Included Delivery Dates (Featured Dates)
Included delivery dates are shown in green on the calendar.
More than 3 business days before the scheduled move date
- No cancellation fee applies.
- Customers can cancel directly from the FROM STORAGE section of their online account.
- No re-warehousing fee is charged if the date is changed/cancelled more than 3 business days in advance.
Within 3 business days before the scheduled move date
- A $35 cancellation fee applies.
- Customers must contact us directly to cancel.
- If the customer reschedules instead of cancelling (see “Rescheduling” below), fees may be adjusted.
On the scheduled move date
- A $35 cancellation fee applies.
Rescheduling instead of cancelling
- The $35 cancellation fee can be waived if:
- The customer reschedules to a new delivery date within 72 hours (3 days) of the original date,
- Even if the new date requires approval and is ultimately not granted.
- If the move is not rescheduled within 72 hours of the original date:
- A $55 re-warehousing fee is applied.
- This fee covers the cost of placing items safely back into storage after they have already been pulled for delivery.
2. Cancel / Reschedule Warehouse Pickup (WHP)
This section applies when a customer is scheduled to pick up items from the warehouse (Warehouse Pickup).
More than 3 business days before the scheduled retrieval date
- No fee applies if the scheduled warehouse pickup is cancelled.
Within 3 business days prior and on the same day of the scheduled drop off
- A $35 cancellation fee applies if the WHP is cancelled within 3 business days or on the same day.
If the move is not rescheduled
- If the customer does not reschedule to a new date within 3 business days:
- A $55 re-warehousing fee is applied,
- Even if the new date they attempted to choose required approval and was ultimately not granted.
3. On-Demand (OD) Deliveries – Non-Included Dates
On-Demand dates are non-included dates where an extra delivery fee is charged.
General cancellation / change rules
- If changed more than 3 business days before the OD delivery:
- No cancellation or re-warehousing fee applies.
- If changed within 3 business days:
- Up to $100 of the original delivery rate may become non-refundable (or the full rate if same-day—see messaging below).
- A $55 re-warehousing fee applies if the customer does not change to a new date within 72 hours (3 days).
- This fee covers the cost of returning items to storage after being pulled for delivery.