Damage Policy
At STOW, our reusable moving totes are designed to withstand the normal bumps and scrapes that come with moving. We understand that accidents happen, and our goal is to keep the process simple and stress-free.
Normal Wear & Tear
Normal wear and tear is expected and will never result in additional charges. This includes:
- Minor scratches and scuffs
- Dirt or dust from normal use
- Stickers or removable labels
- Typical cosmetic wear from moving
Customer Responsibility
Customers are responsible for returning all rented equipment, including totes and dollies, in substantially the same condition in which it was delivered, excluding normal wear and tear.
Please:
- Empty all totes before pickup
- Use only removable labels or tape on totes — no permanent markers, adhesives, or stickers
- Keep totes reasonably clean
- Store totes in a safe location during your rental period
Damaged Equipment
Charges may apply if equipment is returned with damage beyond normal use, including:
- Large cracks or broken plastic
- Melted or chemically damaged totes
- Graffiti, residue, or permanent markings from non-removable labels or tape
- Damage caused by misuse or intentional abuse
- Damage that prevents the equipment from being rented again
Labeling Totes
You're welcome to label your totes however works best for your move — just use removable labels or tape rather than permanent markers, adhesives, or stickers. Non-removable labeling can leave residue or damage that isn't removable, and may result in a cleaning or replacement charge.
Replacement Charges
If rented equipment is lost, stolen, or damaged beyond repair, the following replacement charges will apply:
| Equipment | Replacement Charge |
|---|---|
| Standard Moving Tote Includes attached lid |
$30 per tote |
| Moving Dolly | $40 per dolly |
Replacement charges are intended to cover the cost of replacing equipment so it can remain available for future customers.
If damaged equipment can be repaired, STOW may charge only the reasonable cost of the repair instead of the full replacement charge.
Lost or Missing Equipment
Customers are responsible for any equipment that is lost, stolen, or not returned:
- Missing totes
- Missing dollies
- Other rented equipment not returned
Replacement charges will apply as listed above. We'll always reach out first to see if the item has simply been misplaced (for example, left at the old address) before charging a replacement fee.
Cleaning
We ask that totes be returned free of excessive dirt, liquids, food residue, or other materials requiring significant cleaning. A reasonable cleaning fee may apply if equipment requires extraordinary cleaning before it can be rented again.
How Charges Are Assessed
Our team inspects all equipment at pickup. If damage or loss is identified, we'll document it with photos and contact you directly before any charge is applied — we don't charge without notifying you first.
Disputing a Charge
If you believe a damage charge was applied in error, contact us within 5 business days of pickup and we'll review the documentation with you.
Questions?
If something happens during your rental, please let us know as soon as possible. We believe clear communication helps us resolve issues fairly, and we'll always work with you to find a reasonable solution whenever possible.