Frequently asked questions
How it works, what's included, and our full policies.
Good to know
What's included with each rental?
Every package includes the totes themselves. Our 20-tote package and up also includes tote dollies (1, 2, or 3, depending on package size). Our dollies roll stacks of totes along flat ground; they don't handle stairs.
Do I need to be home for delivery or pickup?
Not necessarily. Let us know a safe spot to leave the totes and we'll drop them there. Same goes for pickup once they're empty.
Is there a deposit?
Half your total is charged when your order is confirmed, and the other half is charged automatically 24 hours before delivery. We keep your card on file for that, and for any late, replacement, or extension charges described in the rental terms. Cancel 3 or more days ahead and your half is refunded in full; see the cancellation policy for the details.
What if I need more than 60 totes?
Message us and we'll put together a custom package — bigger homes and office moves are no problem, we just don't list every size on the pricing page.
What happens if a tote gets damaged?
Normal wear from packing and stacking is expected and fine. Lost totes or damage beyond normal use are charged a flat $25 per tote or dolly — full details are in our rental terms.
Can I extend my rental?
Yes — reach out before your two weeks are up and we'll extend by a full additional week. Due to scheduling constraints, extensions run on a per-week basis rather than individual extra days. Each extra week is half your package price: $37.50 for 10 totes, $57.50 for 20, $99.50 for 40, or $129.50 for 60. See the rental terms for details.
What if I don't return the totes on time?
If the totes aren't ready for pickup on your scheduled date and you haven't arranged an extension, a late fee of $2 per tote or dolly, per day applies, up to $25 each. If a tote or dolly still hasn't come back 14 days after your scheduled pickup date, we treat it as purchased: you pay the $25 replacement price, late fees already charged count toward it, and ownership transfers to you. Full details are in the rental terms.
What if I need to reschedule, or we miss each other?
Reschedule at least 48 hours ahead and there's no fee; inside 48 hours it's $25. If we make a trip and can't deliver or pick up because of the address, access, or the totes not being ready, an extra trip is $40. Totes or dollies that come back needing extraordinary cleaning are $10 each. See the cancellation policy and rental terms.
Can you pick up from a different address?
Often, yes, which is handy if you're moving. Within our delivery area, give us the pickup address when you order or at least 48 hours before pickup and there's no extra charge (the $60 extended-area fee applies if either address is in the extended area). Outside our delivery area, we'll review the request and quote a fee, starting at $60, before your order is confirmed. Later requests depend on our schedule. See the rental terms.
Cancellation & Refund Policy
Last updated: October 12, 2026
We understand that moving plans can change. This Cancellation & Refund Policy explains how cancellations, rescheduling, delivery issues, and refunds are handled for ToteWorks rentals. This policy should be read together with the ToteWorks Rental Terms and Conditions.
1. Customer Cancellations
Unless a different cancellation policy is disclosed with your order, the following policy applies:
- 3 days or more before the scheduled delivery: Full refund.
- Between 24 hours and 3 days before the scheduled delivery: 50% refund.
- Less than 24 hours before the scheduled delivery: No refund.
- After Equipment has been delivered: Rental charges are nonrefundable, except where required by law or where ToteWorks agrees otherwise.
ToteWorks charges 50% of the order total (the rental price plus any delivery fee) when your order is confirmed and the remaining 50% automatically 24 hours before the scheduled delivery. As a result:
- If you cancel 3 days or more before the scheduled delivery, your deposit is refunded in full.
- If you cancel between 24 hours and 3 days before the scheduled delivery, ToteWorks keeps the deposit and does not charge the remaining balance. No further refund is due.
- If you cancel less than 24 hours before the scheduled delivery, the full order total is owed and no refund is due.
If your order is confirmed less than 24 hours before the scheduled delivery, the full order total is charged at confirmation. If the remaining balance cannot be charged, ToteWorks may cancel the order, and the cancellation terms above apply as of the time of cancellation.
2. How to Cancel
To cancel an order, contact ToteWorks at toteworksny@gmail.com or 631-494-3545 and provide the name on the order and the applicable order number (or the delivery address). A cancellation is effective when ToteWorks confirms receipt of the request.
3. Rescheduling
Customers may request to reschedule a delivery or pickup. Rescheduling is subject to availability. Requests made at least 48 hours before the scheduled service will generally be accommodated without a rescheduling fee. Requests made within 48 hours may be subject to a $25 rescheduling fee.
4. Failed Delivery
Customer is responsible for providing accurate delivery information and reasonable access to the delivery location. If ToteWorks cannot complete delivery because the address or instructions are incorrect, required access is unavailable, or another condition within Customer’s control prevents delivery, ToteWorks may charge a $40 failed-delivery or redelivery fee.
5. Failed Pickup
All rented Equipment must be emptied, reasonably clean, accessible, and ready for collection at the scheduled pickup time. If ToteWorks cannot retrieve Equipment because it is inaccessible, still in use, or otherwise not ready for pickup, ToteWorks may charge a $40 additional-trip fee for each extra pickup trip, and the late fee and other terms in Section 7 of the Rental Terms and Conditions apply.
6. Extensions
If you need the Equipment longer than originally scheduled, please request an extension before your scheduled pickup. Extensions are available in full-week increments only, are subject to availability, and are charged at one-half of the package price for each additional week. Rentals do not automatically renew without affirmative customer action.
7. Cancellations by ToteWorks
If ToteWorks must cancel an order before delivery and cannot provide a mutually acceptable alternative delivery date, ToteWorks will refund the amounts paid for the canceled rental. ToteWorks may also cancel or refuse service when reasonably necessary for safety, fraud prevention, legal compliance, or circumstances outside its reasonable control.
8. Weather and Other Uncontrollable Events
Severe weather, road closures, emergencies, or other circumstances outside the reasonable control of ToteWorks may require a delivery or pickup to be delayed or rescheduled. ToteWorks will make reasonable efforts to communicate with the Customer and arrange an alternative time. A delay of this kind does not automatically constitute a cancellation.
9. Refund Processing
Approved refunds will be issued to the original payment method whenever reasonably possible. Processing times after ToteWorks issues a refund may vary depending on the payment processor and financial institution.
10. Changes to an Order
Requests to change tote quantities, rental duration, delivery location, or other order details are subject to availability and may change the rental price, delivery fee, or other applicable charges. Any additional charges will be disclosed before the requested change is confirmed.
11. Contact
ToteWorks LLC
c/o Rosedale, Drapala & Sforza CPA’s
2001 Grove Street
Wantagh, NY 11793
ToteWorksNY@gmail.com
631-494-3545
Privacy Policy
Last updated: October 12, 2026
ToteWorks LLC (“ToteWorks,” “we,” “us,” or “our”) respects your privacy. This Privacy Policy describes how we collect, use, disclose, and protect information when you visit our website, place an order, communicate with us, or use our services.
Information We Collect
We may collect information you provide directly to us, including:
- Name
- Billing and delivery address
- Email address
- Telephone number
- Order and rental information
- Communications with ToteWorks
- Other information you voluntarily provide
When you make a payment, payment information may be processed by our third-party payment processor. ToteWorks does not need to store complete credit-card numbers itself. If you authorize a card to be kept on file, it is stored by the payment processor, not by ToteWorks.
Our website and service providers may also automatically collect certain technical information, such as IP address, browser/device information, pages visited, referring website, and information collected through cookies or similar technologies.
How We Use Information
We may use information to process and fulfill orders; deliver and retrieve Equipment; process payments; communicate about deliveries, pickups, and rentals; respond to inquiries, including requests to be notified when we begin serving your area; provide customer support; maintain and improve our website and services; prevent fraud or misuse; maintain business records; comply with legal obligations; and send marketing communications where permitted by law.
How We Share Information
We do not sell customer personal information for money.
We may disclose information to service providers that help us operate ToteWorks, such as website hosting, payment processing, email or text communications, analytics, accounting, delivery/logistics, and other business-support providers.
We may also disclose information when reasonably necessary to comply with law, respond to legal process, protect ToteWorks or others, investigate fraud or misuse, or as part of a merger, financing, acquisition, sale, or other business transaction.
Payments
Payments may be processed by third-party payment processors. Payment providers process payment information according to their own privacy policies and security practices.
Cookies and Analytics
This website does not currently use advertising or analytics cookies, and it loads its fonts from our own server rather than a third party. The one exception is our payment page: the secure card form on it is provided by our payment processor (Stripe), which may use cookies or similar technologies to process the payment and prevent fraud, as described in its own privacy policy. If our use of cookies or third-party services changes, we will update this policy.
Marketing Communications
If you receive promotional email or text messages from ToteWorks, you may opt out using the unsubscribe or opt-out instructions included in those communications.
You may continue to receive non-promotional communications necessary to administer an existing order or rental.
Data Retention
We retain personal information for as long as reasonably necessary to fulfill the purposes described in this Privacy Policy, maintain appropriate business and tax records, resolve disputes, enforce agreements, and comply with applicable law.
When information is no longer reasonably necessary, we may delete or anonymize it consistent with our legal and operational requirements.
Data Security
ToteWorks uses reasonable administrative, technical, and physical measures appropriate to the nature of the information we maintain.
No method of electronic transmission or storage can be guaranteed to be completely secure.
Children’s Privacy
ToteWorks’ services are intended for adults and are not directed to children.
We do not knowingly collect personal information directly from children through the service.
Changes to This Policy
We may update this Privacy Policy periodically. When we do, we will update the “Last Updated” date above and provide additional notice when required by applicable law.
Contact Us
Questions about this Privacy Policy may be directed to:
ToteWorks LLC
c/o Rosedale, Drapala & Sforza CPA’s
2001 Grove Street
Wantagh, NY 11793
ToteWorksNY@gmail.com
631-494-3545