FAQ

How does ubox work?

It’s so easy! Simply book an appointment with us through our website or mobile app (coming soon), our team would deliver durable plastic boxes at your designated residence and on the specified date. We’ll even wait up to 20 minutes for you to pack your stuffs. If you need more time, we’ll come back at no charge!

If you do not need our plastic boxes, we’ll gladly pick up your own boxes or oversize items and keep them safe and secured in our facility.

At your own convenience, you can choose any of our time slots and schedule delivery through our website or mobile app (coming soon) to retrieve your stuffs.

Where are ubox's service areas?

Our services are covered and available to Hong Kong Island, Kowloon, New Territories & Tung Chung (No service for Islands District & Lantau Island at this stage). No any extra & hidden fees.

Do you work 24/7?

ubox works round-the-clock, except for statutory holidays. Our delivery team operate from 10am to 10pm, Monday to Saturday and 10am to 5pm on Sundays. However, our customer service team operates 9am to 6pm, Monday through Friday except for statutory holidays. You can reach out to us on Whatsapp through 6194 5500 or send us an e-mail through care@ubox.com.hk during our operating hours. We’ll get back to you as soon as possible.

Are my boxes securely stored? Where is your warehouse located?

No worries! To ensure that your belongings are adequately secured and protected, we’ve installed 24-hour surveillance and fire alarm systems into our warehouse facilities. But unfortunately owing to security reasons, we are not allowed to disclose our warehouse location.

Can I go to the warehouse to store/pick my stuffs?

Our warehouse facilities are self-owned and not opened for general public. For security reasons, ubox staffs are only permitted to have access to our warehouse. Our online platforms provide easy-to-follow steps to schedule pick-up and delivery, so there’s no need to enter our storage facility.

How can I reach ubox customer support?

If you have any questions regarding our monthly storage plans, feel free to reach out to us on Whatsapp 6194 5500 or send an email to us through care@ubox.com.hk. Our care team are customer-friendly and would answer any questions about our services.

I cannot access my account, what should I do?

We are sorry for any inconvenience caused. Feel free to reach out to us on Whatsapp 6194 5500 or send an email to us through care@ubox.com.hk. Our team would work ceaselessly until your account is live again!

How do I update my profile on your website?

Very easy and simple! Simply login to your account and follow these steps:

  1. Sign in to your account.
  2. Click on “Manage Account” beneath your profile name
  3. Effect necessary actions and click on “Update”

Do you have a mobile app?

Our team is working diligently to develop ubox mobile apps for the betterment of your storage and moving experience. At the moment, you can make use of our website.

How do I paying ubox?

You will receive an e-invoice on the day of your boxes deliveried to warehouse. Please follow the instructions on the e-invoice for payment by paypal or credit card, automatic monthly billing will be set up. Unfortunately, ubox don’t accepted any cash or bank transfer at this stage.

When do I start paying ubox?

Your monthly billing cycle will begin on the day delivered to warehouse, or 2 weeks/14 days after we have delivered empty boxes to you (whichever is earlier).

What if I use ubox less than a month?

Of course! ubox only charge one month service fee.

Do ubox prorate refunds?

Storage is always charged in monthly incremental, there are no any prorated charges if early terminated the service.

I'm frequency to retrieve boxes, how much should I spend?

Very simple! You can move your boxes for each trip of HK$29 + HK$29 per each box/item (min charge is 3 boxes/items). Please inform us 24 hours in advance via online system for retrieval of box number.

Upon received empty boxes, how long can I consider an appointment to pick-up?

You have two weeks to arrange an appointment to your pick-up. After two weeks, we will automatically imposed the lowest monthly fee per box.

There is no lift in the building, can ubox carry the box upstairs?

If the building has a lift, we are gladly to deliver the box to your door! If you need ubox upstairs delivery, each floor and each box/item charges of HK$10.

What items can I store in ubox?

You can store up any item ranging from wears to books to DVDs, sport materials and seasonal items – as long as it fits in the box and doesn’t exceed the weight limit of 20kg.

Please bear in mind that we do not store pet animals, perishables, fragile items (unless you ensure perfect packaging), illegal substances, explosive and inflammable materials, luxurious items of any kind.

In summary, we only accept legal, harmless and non-perishable items.

Is there any weight limit for each boxes?

We endear you to limit the weight of each box to 20kg. Any box found to have exceeded the 20kg limit would be recommended for repacking and excess would be stored in a separate box.

How can I seal the box?

Our boxes come with unique seal numbers to enable you keep your stuffs sealed tight till you order delivery. We hold our clients’ privacy in high esteem, so it’s beyond the ethics of our operation to open any of your boxes.

All boxes look identical, how do I mark my box?

Each box has its own distinct bar code/QR code. You can upload your box title, description, and photos to the system, so you can easily manage your boxes.

Can I use my own box?

Usually, we recommend and provide durable, safe and sizeable boxes for storage. If you choose your own boxes, we treat them as oversized items and we charge oversized monthly fee.

I learnt your facilities are insurance protected, are my boxes covered too?

Of course, your boxes and stuffs are covered by insurance. It starts from the point of pick-up, transit and lasts till the point of delivery. Protection on each box is valued to the amount of HK$ 1,000.

However, we do not guarantee protection for fragile items such as glassware, porcelain and electrical equipment. If you need to store fragile items, make sure they have been properly packaged to avoid damage.

What other things are not covered in your insurance?

We do not guarantee any damage caused by natural disasters such as floods, tsunamis, and earthquakes.

What safety systems do your facilities have?

For security and safety reasons, our warehouse is not open to the general public. We have also mounted 24-hour surveillance, fire alarm and air conditioning systems to enable us monitor and take adequate actions when necessary.

How long in advance for delivery services?

In most cases, we can get your storage items back to you in 24 hours. It’s always smart to book as far in advance as possible to ensure your preferred delivery date/time. For any urgent matter, please phone/whatsapp to 6194-5500 or email to care@ubox.com.hk, we will get back to you in a snap!

After box is packed, how can I arrange for pick-up?

Simply login to our system, you can scheduled a pick-up and check-out date and time. Please notify us at least 24 hours in advance.

ubox will open my box?

No, we do not open your boxes. However, under some circumstances, such as suspected for any dangerous goods, illegal goods, odor or by authorized, ubox audit team may open them. ubox will try the best to notify you before open the box. This is for the overall safety of the warehouse and community.

Can ubox pick-up boxes separately?

We request you to send all the boxes at once. Your first pick up is free of cost. However, if you decide to send the boxes in batches, you will be charged an amount HK$100 to the delivery charge of your location. Please notify us at least 24 hours in advance.

What are ubox delivery operating hours?

Whenever it is most convenient for you. Just select any available delivery window. We can be there in as little as 24 hours, or you can schedule up to 2 weeks in advance. Our typical delivery hours are Monday through Sunday 10AM – 10PM. Simply login to our system, you can scheduled a pick-up and check-out date and time. 。

Delivery team did not appear on scheduled period! ?

I am so sorry! Our delivery team makes best effort to meet schedule on time, however, during peak periods, it may be some delayed.  Please phone/whatsapp to 61945500 or email to care@ubox.com.hk, we will provide you the current location of delivery team and update the estimated time of arrival.

Can ubox delivery boxes to another address?

Of course, you can change your pick-up or checkout address through the system, but only allowed one address at a time. Our services are covered and available to Hong Kong Island, Kowloon, New Territories & Tung Chung (No service for Islands District & Lantau Island at this stage).

What if boxes are damaged during the transit?

We do our best to shorten the delivery time and we promise to always handle your boxes with utmost care. The boxes provided are extremely durable, but of course, accidents is always un-predictable, there will be a protection for each box to amount of HK$1,000.

How would arrange during the bad weather?

When hosted typhoon signal 8 or above, Red / Black Rainstorm Warning, all ubox transport activities will be suspended. If necessary, please whatsapp 61945500 or email to care@ubox.com.hk. ubox is welcome to assists and answers to your questions.

What if I lost or broken the box?

ubox charges HK$200 for each box.

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

ubox Delivery Team will wait for 20 minutes while trying to get in touch with you. You’ll be considered a no-show after 20 minutes and we’ll have to charge you HK$150.