If you require more information, please contact us at info@exxtra.com.hk

Frequently Asked Questions


How does exXtra work? 

Our on-demand storage services provide you with our plastic bins, pick-ups at your convenience, and drop-offs of your items at the touch of a button! We simplify the whole storage process. You never have to visit a storage facility again. 

How can I see my items online? 

Once you are logged in, you can look for your items under “Items with you” and “Items in storage”.

Can I change or cancel a delivery and pick-up?

You can sign into your account to change or cancel your appointment. If you need to change or cancel your appointment, please inform us by 5:00p.m. two business days prior to the scheduled date of delivery. If you cannot make the changes online, you can call us and make changes over the phone.

Any changes or cancellation made after by 5:00p.m. two business days prior to the scheduled date of delivery, a HK$200 service fee will be charged.

Customer signature is required upon boxes delivery and pick-up. If there is no one showing up  upon delivery or pick-up, a HK$300 no show fee will be charged.

How much time do I have to pack up my belongings after receiving my bins?

You will have seven days to pack your bins after receiving them from our team.

Note: If you do not schedule a pick-up within seven days, your billing will be automatically started right after seven days.

(Please refer to the Terms and Conditions for details)

Do you provide packing service?

Unfortunately, we are unable to pack on your behalf, so take your time to pack and fill up your bins before the scheduled pick-up date.

How quickly can I have access to my items in storage?

Normal delivery times are between 24-48 hours from time of request. However, if you need a faster service, we can easily accommodate an expedited delivery with an additional service fee of HK$300 per trip, plus pickup and delivery charges.

Storing with exXtra

How will I know if my belongings are secure?

We use plastic seals to secure your plastic bins on the collection day.

We will email the seal numbers to you once they are in storage. We will not open your plastic bins without your permission unless it is necessary for legal reasons. (Please refer to Terms and Conditions for details)

Are there any items you won’t store?

We are unable to store any perishable items, breakables, liquids, explosive devices, artwork, mirrors, jewellery, glass, fine art or any illegal substances or illegal drugs. (Please refer to Terms and Conditions for details)

How do I know how many bins I need?

Each plastic bin measures 60cm x 40cm x 31.5cm. Each plastic bin shall not exceed 23 kg.

We only charge you for the bins you use. You can order as many bins as you think you need and if you order too many, we will take them back along with your filled-up bins, with no extra charge. (Please note there is minimum charge per order) 

If you have packed your bins and still need more, just order online and we’ll send you more empty bins to store your items.

Where are my belongings stored?

We store all the items in our secured storage facilities. The facilities are all climate controlled, monitored 24/7, pest free and equipped with the latest in fire-prevention and sprinkler systems.

Are my goods insured? 

Insured value HK$1,000 per bin is included. We provide additional exXtraCare cover. (Please refer to Terms and Conditions for details)

Deliveries and collections

How do I schedule a return delivery of my items? 

Simple. Just log into your account and select the items you need under the “Items in storage” section and click on “Deliver to me”, then follow the steps to book a slot.

Can I get my belongings delivered to a different address?

Absolutely. Just enter the address you need the items to be sent back to, then we’ll deliver accordingly. If you want them to be delivered to another person, please enter the name of the person, and don’t forget to enter the mobile number.

Do you pick-up and deliver on weekends?

exXtra operating hours are Monday to Saturday (except public holidays), 9:00 a.m. to 10:00 p.m.


What are your pickup and delivery fees?

You can enjoy one free empty bins delivery and one free pick-up to warehouse from each new order.

Return deliveries are charged at HK$29 per trip, plus HK$15 per item.

What is the minimum storage period and cost?

The minimum charge is HK$100 per month. The minimum storing period is three months. 

How does billing work?

We work from a monthly renewable contract, so this means you will automatically be billed for the next month.

If I have my things returned in the middle of my billing cycle, do I have to pay for the entire month?

We do not prorate months for storage. If you have your bins delivered out of storage and returned the empty bins before the next billing cycle, you will only be charged for current month and will not be charged for the following month.

What happens to my belongings if I am late making a payment?

There is a penalty fee of 5% interest per month for any overdue charges payable from due date to actual payment for late or missed payment. For extreme cases, if you have not paid, we may not return your belongings or take further action.(Please refer to Terms and Conditions for details).

What payment methods are available?

We accept all major credit cards. You will have to provide your credit card information at the time you place your order. Your account will then be automatically charged in a monthly basis.

How do I update my billing or contact information?

You can update your account information and billing details under your account, then go to the “Profile” and “Billing” respectively.

What happens if I change my mind and send back all my bins empty without storing anything?

In the case that you do not have any bins to store with us, we’ll have to charge you the costs of delivering the empty bins and picking up the empty bins from you.