FAQ

Start with tote count, not bedroom count. Bedroom labels on packages are only rough guidance — a sparse studio and a packed one-bedroom can need the same number of totes. Walk through each room and estimate how many medium boxes you’d normally buy, then pick the closest package (or add 5-tote blocks if you’re close). When in doubt, upsize slightly — nesting empty extras takes little space, and running out mid-move is worse than having a few unused totes.

We use standard industrial moving totes sized for everyday household packing: clothes, kitchenware, books, linens, and similar items. Exact exterior dimensions and fill guidance appear on booking confirmation and on the totes themselves. Plan for a comfortable hand-carry load — do not exceed the 50 lb weight limit per tote, even if there is still empty space.

On your selected delivery date and window, we bring nested empty totes plus the dolly included with your package to an accessible drop spot — typically a driveway, garage threshold, lobby, or other ground-level / elevator-served location. Someone does not always need to be present if you leave clear access notes, but gate codes and tight parking instructions help us hit your window. We do not carry packed totes upstairs or provide packing labor.

When you’re done unpacking, nest the empty totes, keep the dolly with them, and leave everything accessible at the same type of spot we used for delivery (or your pickup address if it’s different). During your pickup window we collect the rental items only — we leave purchased retail supplies with you. Delayed or inaccessible pickups may require a return trip fee after review.

Packages include a two-week rental window unless noted otherwise on your confirmation. If you still need the totes, each additional seven days — or any portion of a week — is billed at 25% of your original package price. Extensions are easiest to arrange before the scheduled pickup; contact us or use your booking link so we can hold your pickup slot or reschedule cleanly.

Yes. Many customers deliver to one address and pick up from another. Travel / distance fees are calculated separately for each stop using road distance from our depot — not city name alone. Enter both addresses during booking so quotes stay accurate and our route team sees the full itinerary.

No. Napa Totes is a tote rental and logistics service, not a moving crew. We stage nested empties and the dolly at an accessible ground-level or elevator-served location. Stair carries of packed totes, furniture moving, and packing labor are outside the service. If access is limited (steep stairs only, no elevator, long shared hallways), note that at booking so we can flag review or suggest an alternate drop spot.

You do not need to wash totes before return. Ordinary household dust is expected and covered in our cleaning cycle. Please empty all contents and nest them. Excessively soiled returns — wet trash residue, spilled food, pet waste, paint, oils, or similar — may incur a cleaning or replacement fee after we inspect the set.

Dry household belongings that fit within the 50 lb per-tote limit: clothing, kitchenware (wrapped), books, toys, linens, small electronics in their own packaging, and similar items. Keep liquids sealed and outside the totes when possible. Room cards or removable labels are welcome; avoid tape on tote surfaces.

Do not pack fuel, oils, paints, solvents, hazardous chemicals, biohazards, wet trash, pet waste, infested or moldy items, unsealed food, illegal goods, or anything that overwhelms the tote beyond the weight limit. Overloading or prohibited contents can lead to refused pickup, cleaning fees, or damage charges. When unsure, ask before packing day.

Inspect totes at delivery when you can and report cracks, broken latches, or other defects promptly with photos through your booking link or by email. Normal wear is expected; mishandling damage or loss may lead to a replacement fee after review. Damaged units should still be returned with the rest of the set so we can document and retire them from the fleet.

Please don’t. Tape adhesive and permanent markers leave residue that slows cleaning and shortens tote life. Use the room cards we provide when available, or label with removable tags / painter’s tape on your own boxes — not on the rental totes. If tape is left on returns, a cleaning review may apply.

Retail moving supplies (tape, wrap, mattress covers, kits, and similar catalog items) are purchased and yours to keep. Extra dollies, file-hanger sets, and additional 5-tote blocks are rentals returned with your order. Your booking quote and confirmation separate retail line items from rental add-ons so totals stay clear.

No. Guest checkout lets you reserve and pay without creating an account. You’ll receive email status updates and a secure booking link for tracking. Creating an account later lets you claim past bookings in one place and request changes more quickly — optional, never required to finish a move.

Participating realtor partners can send clients a private gift link for a $100 client gift credit toward any Napa Totes package. If you receive a link, open it before or during booking so the credit applies in the quote. A $100 credit fully covers our 24-tote Starter package; larger packages simply charge the difference. Gift availability depends on the partner’s membership; if a link doesn’t apply, contact the agent or us before paying.

We focus on Napa County with service into nearby Sonoma and Solano locations that fall within our road-mile limits from the depot. Eligibility and travel fees follow mapped road distance — two addresses in the “same city” can price differently if one is farther by road. Start a booking or visit Service area to check your address.

The calendar only offers dates and windows we can still staff and stage inventory for. If your preferred day is full, try nearby dates or alternate delivery/pickup windows. You can also join a waitlist or contact us — sometimes a cancelled hold opens a slot, but we won’t oversell capacity.