Question 1

Q1: What should I do if I want to retrieve all or part of my stored items before my contract expires?

Accepted Answer

You can request a retrieval of your stored items at any time before your contract expires. Simply log into your account on exxtra.com.sg, select the box(es) you wish to retrieve, and schedule a delivery date. Our team will ensure your box(es) are delivered to your specified address.

Question 2

Q2: Can I add more boxes after I have booked and paid for the storage?

Accepted Answer

Yes, you can add more boxes to your storage at any time.

Question 3

Q3: Can I add more items to boxes that are already in storage?

Accepted Answer

Unfortunately, once a box is in storage, you
cannot add more items to it. You will need to retrieve the box, add the items, and then schedule a pick-up for the updated box.

Question 4

Q4: I have chosen the “Deliver and pick up now” option. However, I am not done with packing when your crew arrives, and I have exceeded the 20-minute time limit. Will there be any penalty charges in such circumstances?

Accepted Answer

If you exceed the 20-minute time limit, additional charges may apply. We recommend having your items packed and ready before our crew arrives to avoid any extra fees.

Question 5

Q5:If the desired box delivery date is not available, what should I do?

Accepted Answer

If your preferred delivery date is unavailable, please select the next available date or contact our customer service team for assistance. We will do our best to accommodate your schedule.

Question 6

Q6: Can I change my address after I have booked and paid?

Accepted Answer

Yes, you can change your address after booking and payment. Log into your account, go to the address settings, and update your information. Ensure the new address is within our service area.

Question 7

Q7: How do I know my packed boxes have been delivered to your storage facility and safely stored?

Accepted Answer

Once your boxes are delivered to our storage facility, you will receive a confirmation email. You can also track the status of your boxes through your account on our website.

Question 8

Q8: What should I do if I need to terminate my contract before it expires?

Accepted Answer

If you need to terminate your contract early, please contact our customer service team. They will guide you through the termination process and inform you of any applicable fees.

Question 9

Q9: What if I have 10 boxes to be picked up immediately by your crew, but only 5 boxes are packed and ready? How can I arrange for the remaining 5 boxes to be picked up on other days?

Accepted Answer

You can schedule multiple pick-up dates for your boxes. Log into your account, select the boxes that are ready for pick-up, and schedule a date. Repeat the process for the remaining boxes when they are ready.

Question 10

Q10: What happens if I exceed the maximum weight of 25kg per box?

Accepted Answer

If a box exceeds the 25kg weight limit, additional charges may apply. We recommend weighing your boxes before pick-up to ensure they meet the weight requirements.

Question 11

Q11: How do I know my box doesn't exceed 25kg?

Accepted Answer

You can use a household scale to weigh your box before pick-up. Ensure the total weight does not exceed 25kg to avoid extra charges.

Question 12

Q12: What happens if Crown’s crew fails to show up on time to deliver or pick-up my boxes based on the selected time slot?

Accepted Answer

If our crew fails to arrive on time, please contact our customer service team immediately. We will reschedule the delivery or pick-up at no extra cost and ensure your items are handled promptly.

Frequently Asked Questions