FREQUENTLY ASKED QUESTIONS
General / How it works
Pricing & Billing
Packing
Pickup & Delivery
General / How it works
Pricing & Billing
Packing
Pickup & Delivery

What is Boxful Business?

Boxful Business provides a highly secure, convenient and low-cost document storage solution for all types of business including corporates and small and medium sized enterprises. We provide door-to-door delivery services and make it simple to store or retrieve your business records off-site. Our low minimums and monthly pricing model offers maximum flexibility.

How does Boxful Business work?

It is simple. Sign up for an account online and select how many document boxes you need to be delivered to your office. Our moving team will arrive at your office on the scheduled date and time to drop off the carton boxes. After you pack, you may schedule a pick-up at a later date. Our moving team will then transport them directly to our secure, climate-controlled storage facility.

When you need your documents back, sign into your account and select which boxes you would like to retrieve. We will deliver your boxes back on a date and time of your choice.

Where is Boxful Business available?

Our services are currently available in Hong Kong Island, Kowloon and most of New Territories.

We are currently expanding and will be servicing Fanling, Sheung Shui, Sha Tau Kok, Ma Wan, Tung Chung, Chek Lap Kok, Sai Kung in the near future. Please sign up and we will inform you as soon as we cover these areas.

What can and can't I store?

You can store any documents and files as long as it fits in the box and does not exceed the weight limit of 15kg per box. Perishables, glass or fragile items, explosives and flammables, hazardous materials or illegal substances of any kind are strictly prohibited.

What are your hours of operation?

Our delivery time slots are open from 9am to 6pm, Monday through Saturday except for statutory public holidays. Our customer service hours are available from 9am to 6pm, Monday through Saturday except for statutory public holidays. Please feel free to e-mail us at [email protected] during our off hours and we will get back to you as soon as possible.

Where will my boxes be stored?

Our warehouses are located at Wong Chuk Hang and Kwai Chung. Our storage facilities are strictly restricted for staff access only and is under 24-hour CCTV and ADT alarm surveillance.

Unfortunately, we are unable to disclose the exact address of our warehouse for security reasons.

Can I go to the warehouse and access or drop off the boxes by myself?

For security reasons, we do not allow public access to our warehouses. Only our staff is permitted to access the facilities. We make storage simple by handling all your pick-up and delivery needs so that you never have to step foot in a storage facility.

Do you offer insurance protection for my items?

Each box comes with free insurance up to the value of HK$1,000 from the moment it is handed over to our moving team, while in transit, and once it is in our warehouse. We do not, however, insure fragile or illegal items.

What is covered under your insurance policy?

We provide coverage for losses and damages to your documents while in transit to and from the storage facility and while stored in our warehouse.

It does not cover against damages due to natural disasters such as floods, tidal waves, earthquakes, etc.

How do I file an insurance claim if necessary?

Send an email to [email protected] and we will work with you to put together a claim.

When filing a claim, please include the following information:

- Subject Line: Insurance Claim for (Company Name) 
- Date the box when it was returned to you 
- Barcode ID on the box containing damaged or missing items 
- Detailed inventory list and replacement value of items in HKD 
- Specific description of loss or damage as it pertains to each item 
- Your contact information (Phone Number and E-mail)

We have yet to exercise a claim to date, so please rest assured that the security and safety of your documents is our highest priority.

What security measures do you have at your warehouse? Are my documents safe?

Our storage facilities are protected with ADT alarm security system, 24-hour CCTV surveillance, temperature control, humidity control, and sprinkler systems. We ensure that our boxes are protected from elements, such as fire, humidity and water.

Tell me about your moving team.

Our moving team and warehouse staff are full-time employees of Boxful. Each member of the team is thoroughly trained and has undergone background check to offer you the very best in customer experience.

If you ever encounter any issues with any of our staff, please feel free to call our customer support team at 3565 6850 or send us an e-mail at [email protected]

Your website isn't working, and I can't access my account.

We apologize that you are experiencing problems with our website. Please contact our customer support team and we will work on this to fix the problem immediately. Please e-mail us at [email protected] or give us a call at 3565 6850.

How does the online access of stored boxes work?

Our website offers a simple way to keep track of the documents you store with us. After your pick-up is scheduled, our moving team will walk you through the process and answer any questions you might have.

Will you open my boxes?

Unless we are bound by legal requirements to do so, we will never open your boxes without your consent.

How much will it cost me?

  • Our monthly storage fees are as follows and subject to a minimum of 10 boxes. Your storage rate will depend on the number of boxes that you store:

    10-24 boxes…………………………………………… HK$18 per box/month
    25-49 boxes…………………………………………… HK$15 per box/month
    50-199 boxes…………………………………………… HK$12 per box/month
    200+ boxes…………………………………………… Call us for quotation

Every time you order new boxes, a box carton material fee of $12 per box (subject to a minimum of 10 boxes per job) will be incurred.

We will drop-off the boxes free of delivery charge and will pick-up the boxes on your scheduled date and time.

Please note there will be a pick-up fee of $15/box upon collection of your boxes, subject to a minimum of 10 boxes per job. Your monthly storage fees will commence upon pick-up.

If boxes already in storage but I wish to order more, how does the billing work?

If existing customers have already stored items in warehouse and require more boxes, the newly ordered boxes’ first payment will be charged based on pro-rata rate (storage fee ÷ 30 × number of days starting from the day after boxes stored in warehouse to the day of billing cycle), after which storage fees will be charged at regular rate per month.

If the first batch of boxes’ fees (e.g. 10 boxes) are charged on 1st of every month and the delivery team picks up the second batch of boxes (e.g. another 20 boxes) on 15th June, the first and second monthly fee for the second batch of boxes will be charged on 1st July.

E.g. 1st monthly fee for June:

Pro-rata rate of additional 20 boxes
$18 per month ÷ 30 x 15 days = $9 per box
$9 per box x 20 boxes= $180
First monthly fee for the additional batch of boxes will be charged s pro-rata rate calculated starting from 16th June to 30th June (15 days). At this rate, each standard storage box’s pro-rata rate will be HK$18 ÷ 30 days x 15 days = HK$9 per box.


2nd monthly fee for July:

Total of 10 boxes (1st batch) + 20 boxes (2nd batch) = 30 boxes
$15 per month x 30 boxes = $450
Second monthly fee for the additional batch of boxes will be calculated together with the first batch of boxes and charged at regular rate of HK$15 per box.

Can I store my things for less than 1 month?

We have a monthly billing cycle so you will only be billed for one month of storage. A permanent withdrawal fee (subject to minimum of 5 boxes per job) of $30 per box will also be charged.

What happens if I need to frequently retrieve my documents? How much will that cost?

As long as you give us 48-hour notice, you can move your boxes in and out of storage as often as you like.

For retrieval, the fee is $30 per box and subject to a minimum of 5 boxes per job.

How does billing work?

Storage fees are invoiced monthly in advance. Your monthly storage fees will commence upon pick-up of your boxes. Your storage rate will depend on the number of boxes that you store with us. For box carton materials fee, you will be invoiced upon 30 days after drop-off or the day we pick up your boxes, whichever date is earlier.

For existing customers who wish to store additional cartons, the quantity charged is pro-rated and based on when the boxes are collected during the month. The storage charge is then automatically calculated, based on the actual number of days each carton is stored.

All invoices can be located when you click on "Menu" and "My Invoice" after signing into your account. We accept bank-in transfers and cheque payments. All invoices should be settled within the invoicing month.

Do you prorate refunds?

Storage is always charged in monthly increments - there are no weekly rates, or discount(s) for taking your things out of storage early.

How do I update my contact information?

After you have signed into your account, you can click on "Menu", and "My Info". You can update the contact name, address and phone number. Please call us at 3565 6850 or e-mail us at [email protected] to change your address.

Are there any other service fees?


Operation and Handling Charges

  • Pick-up/Collection Fee
    HK$15 per box (minimum of 10 boxes)
  • Retrieval or Permanent Withdrawal Fee
    HK$30 per box (minimum of 5 boxes)
  • Disposal or Destruction Fee
    HK$20/Box (minimum of 10 boxes)
  • Stairs policy (per level) [1]
    HK$5/Box per floor (Empty)
    HK$10/Box per floor (Full/Packed)

Delinquency & Lien Charges and Penalties

  • Late Cancellation of Appointment (after 5pm two days prior to delivery) [2]
    HK$150
  • No Show at Appointment
    HK$150
  • Late Payment Fee [3]
    HK$100

[1] If customer’s address is only accessible via stairs, which includes from loading / unloading area* to the building, you are required to pay the stairs fee in accordance to our stairs policy. An additional stairs fee of HK$5 (empty) or $10 per box (full) per level will be charged for up to 5 levels and required to be settled by cash on the spot.
* 1st to 5th stairs will be free of charge. 6th to15th stairs will be defined as the first level. Subsequent staircases within 15 stairs will be counted as one level. e.g. 16th to 30th stairs will be considered as second level.

[2] If rescheduling or cancellation of appointment after 5pm two days prior your appointment.

[3] Levied every 15th day past due onward, and up to 90 days past due.

What sizes are your boxes?

The dimensions of our document storage box are 42cm (L) x 34cm (W) and 27cm (H), the weight limit is 15kg.

Can you pack for me?

We are more than happy to transport and store your documents but unfortunately we are unable to pack boxes on your behalf. We can, however, provide you with a list of reputable, independently owned companies who would be able to help you pack. Please send us an e-mail and we will be able to provide you with the information for your area.

How long do I have to pack after drop-off of empty boxes?

After we dropped off your empty boxes, you have as long as you would like to pack your documents.

For box carton materials, you will be invoiced upon 30 days after drop-off or upon pick-up your boxes, whichever date is earlier.

Your monthly storage fee will only begin once we have picked up your packed boxes.

Can I cancel or change a drop-off/ pick-up / delivery?

If you need to cancel or reschedule your appointment, you may do so as late as 5pm two days before your appointment. Simply log into your account, under "Menu" then click "Schedule", you can cancel your existing booking and submit a new one. Changes made after 5pm two days prior your appointment are subject to a HK$150 late cancellation fee.

What if I need to cancel after I have already received the empty boxes for packing?

That is totally fine. However, you will be charged for the box carton materials, which will be invoiced upon 30 days after drop-off or the day we pick up your boxes, whichever date is earlier.

How should I label boxes and how to upload photos?

Each of our boxes has a unique ID and bar code attached on the side. In order for you to keep track of your documents stored in each box, we recommend you to add a name and description under "My Documents" when you log in to your account. An additional function also allows you to upload any file in .doc, .xls, .pdf, .txt or .csv format in order for you to keep a record of the documents stored. You can upload the file onto the virtual catalogue with the corresponding box ID.

How much advanced notice do you need for delivery?

For all deliveries, the earliest you can book for is 48 hours ahead, given the chosen time slot is vacant and the booking is completed before the cut-off at 5pm two days prior.

For rare emergency situations, you may contact our customer support team at 3565 6850 or email [email protected] and we will do our best to accommodate you.

How do I get my documents back?

Just sign in to your account, click on "Menu" and "My Documents" to select "Re-pack" to send back the boxes temporarily or "Permanent Withdrawal" to retrieve and withdraw the boxes permanently. We ask that you provide us with at least 48-hour notice for all retrieval requests. If you have further questions or require additional assistance, please e-mail us at [email protected] or call us at 3565 6850.

How do I schedule a pick-up?

Simply sign in to your account and click "Menu" and "Schedule Pick-Up" and our website will direct you to select your preferred date and time to schedule the collection of your packed boxes.

My office has moved. How do I get my stored items back?

We are more than happy to help you through the process. Please call us at 3565 6850 or send us a message at business @boxful.com and we will arrange to update your address and send back your boxes to your new office location.

You dropped off some boxes but I would like them picked up in batches as we pack. Is there an extra charge for this?

That is totally fine. For pick-ups, the fee is $15/box subject to a minimum of 10 boxes per job.

What happens if I am a "no-show" for my appointment?

Our moving team will wait for up to 20 minutes while trying to get in touch with you. If we are still unable to contact you after 20 minutes, we will have to charge you a no-show fee of HK$150.

After receiving boxes, how long can I hold onto them between appointments?

After we dropped off your empty boxes, you have as long as you would like to pack your documents.

For box carton materials, you will be invoiced upon 30 days after drop-off or upon pick-up your boxes, whichever date is earlier.

Your monthly storage fee will only begin once we have picked up your packed boxes.

I am switching storage service providers, can you help?

We will be happy to help you through the process. Please call us at 3565 6850 or email us at [email protected] for further information.

Will your driver bring boxes directly from and up to my office?

If customer’s address is only accessible via stairs, which includes from loading / unloading area* to the building, you are required to pay the stairs fee in accordance to our stairs policy. An additional stairs fee of HK$5 (empty) or $10 per box (full) per level will be charged for up to 5 levels and required to be settled by cash on the spot.

* 1st to 5th stairs will be free of charge. 6th to15th stairs will be defined as the first level. Subsequent staircases within 15 stairs will be counted as one level. e.g. 16th to 30th stairs will be considered as second level.