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Frequently Asked Questions

Services

About Closetbox

Closetbox was founded in 2015 to help people avoid the headaches and hidden costs associated with traditional self-storage.  In doing so, we pioneered the full-service / valet storage market.

Today, Closetbox is the leading provider of long-term, full-service storage services that help you avoid the headaches and hidden costs associated with traditional self-storage – so you can focus on the better things in life!

Disclaimer:  If you are looking to store your things for less than 6 months, or think that you will frequently need on-demand access to them, e.g.: “I need my golf clubs back this weekend” – our services are not going to be a good fit for you.

Our Services

Our pickup and delivery services are delivered through a national network of professional moving and storage agents that are licensed, bonded, and insured.  Overall, Closetbox offers rates that are generally less expensive than renting a truck, hiring your own movers, paying the hidden fees, and increasing monthly rates of self-storage.  Our services are targeted at people looking to store their items for at least 6 -12 months due to life’s opportunities, phases and events. 

Disclaimer:  If you are looking to store your things for less than 6 months, or think that you will frequently need on-demand access to your things, e.g.: “I need my golf clubs back this weekend” – our services are not going to be your best option.

How Does it Work?

It’s simple! All you do is let us know what you’re storing, and we’ll create a custom estimate based on your storage needs. Once you have the estimate, you just tell us what day you’d like to have your items picked up and we’ll put it on the books! All you pay on the day prior to your pickup is the first month’s rent and your pickup charge.

What Makes Closetbox Different?

We bring self-storage to you.  We come to your home and pick up your items. Don’t worry about moving the couch or hauling that mattress downstairs. Our team of professional movers will do all of the heavy lifting for you.  Whenever you are ready for something or everything back, we deliver it right to your door, and will place it wherever you need it in your home.  We remove all of the headaches and hidden costs associated with getting your things into storage – so you can focus on the better things in life!

Is Closetbox available in my city?

We service most metro areas across the nation. The best way to find out is to go to our pricing page, enter your zip code, and see if you’re in one of our current service areas.  

How do I get a free quote?

To receive a custom quote for storage, we just need to understand what you’d like to store and a few essential details.  For example, what would you like picked up, where it will be picked up from, etc. This allows us to provide an exact rate for your monthly storage. To relay that information, you can either give us a call at (877) 620-8420 or email us at help@closetbox.com

Pricing and Payments

How does Closetbox calculate my monthly storage rent?

Unlike typical self-storage, we only charge you for the specific items that you store. So, you never pay for square footage in a storage unit that you don’t actually use.  Calculating the monthly rent for the items you store is determined based on a number of factors, which include the size, weight, and number of items.  For example, storing a standard-sized box or a lamp is going to cost less than storing a washing machine and dryer.

This is why we work with you to create a detailed and itemized list before providing you with a quote or scheduling your items to be picked up.  We want to give you an accurate quote, and our professional movers require an accurate inventory to anticipate time on site and planned truck space.

What are the costs?

Basic Services:

Initial Pickup:              $199:  Includes 2 hours of onsite service by professional movers.

                                         – Additional hours:  Billed at $75 per person, per hour.

Monthly Storage:       Based on what you store.  This is why we use inventory-based pricing.

Delivery:                      $199:  Includes 2 hours of onsite service by professional movers.

                                         – Additional hours:  Billed at $75 per person, per hour.

 Optional Services:

 Access:                        $99 (per visit): This pays for the labor to pull your vault out from storage and reserve a loading dock for you to access your items. Additional hours required for larger inventories may be billed up to $75 per person, per hour.

 Additional Pickup:   $300 (per trip): Includes 2 hours of onsite service by professional movers.

                                        – Additional hours:   Billed at $75 per person, per hour.

 Partial Delivery:        $300 (per trip): Includes 2 hours of onsite service by professional movers.

                                        – Additional hours:  Billed at $75 per person, per hour.

How do I pay for storage?

When we create your pickup, we will ask for a credit or debit card to place on file. The business day before your pickup we will charge your first month’s rent as well as your pickup fee. Moving forward, your card will be auto debited each month on the same date as your initial pickup for your monthly storage rate. Should you need to make adjustments to your payment schedule, our team can assist with any billing questions.

Will my monthly storage rental fee change?

Not unless you decide to have more items stored. The monthly storage rate is based upon the inventory you have stored. That inventory is welcome to change at any time and your monthly total will increase or decrease along with the items you add or take out of storage.  This is also why it’s very important to have an accurate inventory before the day before pickup, as adding or subtracting items from your inventory list will change the price accordingly.

Do your prices include tax?

All of the prices that we relay in regard to monthly storage or service charges will include all applicable taxes and fees.

How do you accept payment?

We are only able to accept payment via credit/debit card. The card details will be linked securely to your Closetbox account and automatically billed each month on the same day of the month that your initial pickup was completed.

How can I update my credit card?

To update your payment details, you can sign in to your Closetbox User portal via https://my.closetbox.com/login  If you’d prefer to get the update made over the phone, just give us a call at (877) 620-8420.

Please note: If you have a past due balance, there is a chance the online portal will not update your payment successfully. If that issue does arise, just call us and we’ll take care of it over the phone.

If I get behind on payments what will happen?

There are late fees that may be applied on any missed payment. We ask that customers who are having trouble covering payments stay in contact with our billing team. We can set up alternative payment arrangements for customers with hardships.  If a customer is unable to cover payments for longer than a 60-day period and we are also unable to make contact with that customer, the stored items are subject to liens and auction.

For more information, please see Section 8. LATE CHARGES AND FEES in our Terms of Use.

How do I reach someone in billing?

To connect with our billing team, just give us a call at (877) 620-8420, send an email to billing@closetbox.com, or use our messaging system in your online portal at https://my.closetbox.com/login

Pickups

How do I schedule a pickup?

It’s simple.  You can either call Closetbox at (877) 620-8420, or email us at customersupport@closetbox.com for assistance setting up your Pickup. 

Can I choose the time of day for my pickup?

The business day before your scheduled order, we will send a text message with our team’s estimated time of arrival. We are always willing to send any special requests to our moving team in regard to timing, however we aren’t able to guarantee that your specific time frame will be accommodated. Our moving team creates their schedule to optimize drive time and order size to ensure that every order will be promptly serviced.

How soon can my items be picked up?

The fastest way to find out when we can schedule a pickup is to call us as soon as you can.  Availability within two business days can be hard to come by, but sometimes we’re able to work magic!

What is included with my pickup?

Our pickup service includes two hours of professional movers coming to your home to load your items for a safe transport to storage. Our team will pad/wrap your furniture to avoid damages and perform a walkthrough of your home to ensure all of your intended items are brought into our facility.

What does it cost to have my items picked up?

Typically, the pickup service will be a combination of the $199 service fee and the first month’s rent. If our professional movers require more than 2 hours of onsite service to complete your pickup, there will be additional charge of $60 per person, per hour.  There could be further costs if you require assistance with packing or disassembly.

What if my pickup takes more than 2 hours?

Our Pickup service includes 2 professional movers spending up to two hours on site to carefully wrap, load, and care for your items. Most of our customers can be picked up in 2 hours or less, but some orders do require additional services or time to ensure we take proper care of your items. 

If you have a larger order, there may be a chance that we’ll need to be on site longer to ensure that your items are properly wrapped and transported to our facility.  In this case, should you exceed our allotted two hours onsite, there will be an additional fee of $60 per man, per hour.  

Tip: We find that if you have properly packed your items and disassembled furniture ahead of time, this will help our crews service your order quickly (and often times, in the allotted 2 hours).

Does the Pickup Service Include packing or disassembly?

If disassembly can be performed during the two hours of service provided by our professional movers, they will take care of this.  However, should the disassembly of items cause you to exceed the allotted two hours onsite, there will be an additional fee of $60 per man, per hour. 

What do I need to do before the movers arrive for pickup?

Prior to the movers arriving, we request that you complete all necessary packing and disassembly. Mattresses will need to have a cover and sensitive items like televisions must be boxed. Glass or marble items will need to be wrapped and padded, boxes packed and taped, as a note, our team generally will not accept any items in plastic garbage bags.

We also need to know any and all access details before conducting your Pickup. For example, are there parking restrictions, stairs or elevators, loading docks, and what floor of the building you are on.   In certain metropolitan areas, it’s important to check with your landlord/property manage to see if parking permits or certificates of insurance (COIs) are required for us to be onsite with a moving truck. You are also responsible for filing for and parking permits and for getting Closetbox COI requirements.

What can I expect on pickup day?

You will receive a text message from us 1 business day before your pickup date with an estimated time of arrival. Typically, that estimate is a 2-hour window.

Once we arrive at your home, just point out what goes into storage and we’ll load your items! Before we leave, you’ll be handed an inventory of everything we’ve picked up.  Make sure you review this in detail before signing it. 

Within 24 hours you’ll receive an email letting you know that your items have been packed and stored in your own personal vault.

What if there are more items to be picked up when the movers arrive?

No problem.  It happens.  Since you only pay for what you store, if you add items on the day of your pickup, your monthly rate may increase.  We always recommend giving us a call ahead of time if you find that there is more to store than expected.  It helps us give you a more accurate estimate of your monthly storage cost and allows our professional movers to plan for additional truck space.

What do I need to do before Closetbox arrives?

Keep an eye out for your confirmation email. Then pack up your tubs, tape your boxes, and plan to be home the day of your pickup. We will do all of the heavy lifting – so just leave everything right where it is!  If you want to make sure you’re packed up the right way – check out this article.

Can Closetbox help me pack?

We do ask that you pack as much as possible prior to our team’s arrival. We can provide packing services through our local service providers at reasonable rates. If you need packing help, please call us ahead of time. We do need advance notice to schedule packing services.

What if I am moving out of state?

Our pickup and delivery services are only available locally.  If you are moving to a new state, we are able to set an appointment at the facility to release all items directly to you, or the moving company of your Choice.  Alternatively, you might be able to work directly with the moving provider currently storing your items to receive the service you need.  It will need to be scheduled directly with the movers as this is outside of our normal business practices.

Are there special items that need to be prepared in a specific way?
  • TVs and computer monitors must be in boxes.
  • Bed frames need to be broken apart (either keep the hardware yourself, or securely tape a Ziploc bag to the frame or place it into a box so it will not be lost).
  • Large or specialty items may need to be crated. If you feel you may have an item of this nature, please advise our team immediately as this must be coordinated in advance and will come at an additional cost.
  • Mattresses and box springs need to be in mattress covers or mattress bags/boxes.
  • Appliances need to be completely unhooked, emptied, and unplugged from a minimum of 24 hours prior to your pickup.
  • If you plan to store designer custom-made furniture, limited-edition artwork, or any individual pieces valued over $7,500, just let us know in advance. We may have special crating and packing recommendations for items of this nature.
Do I have to be present for my pickup?

While we don’t require you to be present during your pickup.   If you can’t be there, we need to have someone authorized to oversee the on-site services and sign for the release of your items on your behalf.  Please be advised, a bill of lading is a legal document and must be signed by someone 18 years of age or older.

To confirm someone other than yourself to oversee your onsite services, we require an email confirmation be sent to customersupport@closetbox.com. In the email, we request the full name of the person, their best contact number, and a quick note approving them to oversee your order and sign on your behalf.

Additionally, in the event that your authorized party is not available, or does not have your items properly boxed or packed at the time of your scheduled services, and this results in the cancellation or rescheduling of your services, we reserve the right to charge you a cancellation / rescheduling fee of $199.

If I don’t want to pay for pickup, can I bring items to storage myself?

Absolutely, we can accept items into storage via drop off. For that type of service, we need between 2-3 business days to confirm an appointment. Rather than the $199 charge for pickup, you would see a $75 charge for an Access at the facility. That charge goes to cover the dock reservation and labor for loading your storage container.

Deliveries

How do I get my items back?

It’s simple.  You can either call Closetbox at (877) 620-8420, or email us at customersupport@closetbox.com for assistance setting up your Delivery

What does it cost to have my items delivered?

We charge a $199 delivery fee the business day before your scheduled delivery. This includes two hours of onsite time for our crew to place your items exactly where you need them. Most delivery orders can be completed within two hours. However, should you require additional time for a larger order there will be an additional $60 per man per hour charged after your completed delivery.

What if I just want some of my items back?

No problem. We can do partial deliveries, but there is $300 cost for this service (covers the first two hours onsite, $60 per man per hour after first two hours). We also would need to know which items you are requesting back, based off the inventory list that is left with you on the pickup day.

You can either call Closetbox at  (877) 620-8420, or email us for assistance setting up your Partial Delivery to customersupport@closetbox.com

How much time do you need to schedule my delivery?

Typically, we ask for 5-7 business days’ notice.  In many instances, we can perform your delivery with shorter notice. However, to ensure that you receive your items on the date that you need them, please provide our team with your requested date as soon as you are able.

Can I choose the time of day for my delivery?

We can absolutely make time requests, and do all we can to honor time restrictions, when scheduling your Delivery with our moving agents.  Once we have your Delivery scheduled with the agent, we will provide an Estimated Time of Arrival (ETA).  We suggest that you plan to be available all day on the day of your Delivery as, with any service, sometimes things take longer than expected and ETAs change.  That’s why they’re called “estimated” times of arrival. 

Do I have to be present for my delivery?

While we don’t require you to be present for your Delivery.   If you can’t be there, we need to have someone authorized to oversee the on-site services and sign for the acceptance of your items on your behalf.  Please be advised, a bill of lading is a legal document and must be signed by someone 18 years of age or older.

To confirm someone other than yourself to oversee your onsite services, we require an email confirmation be sent to customersupport@closetbox.com. In the email, we request the full name of the person, their best contact number, and a quick note approving them to oversee your order and sign on your behalf.

Additionally, in the event that your authorized party is not available at the time of your scheduled services, and this results in the cancellation or rescheduling of your services, we reserve the right to charge you a cancellation / rescheduling fee of $199.

How do I prepare for my Delivery?

Have space ready and know where you want your items to be placed.  Once we arrive, let us do the heavy lifting!  We will put everything where you want it. 

We also need to know any and all access details before conducting your Delivery. For example, are there parking restrictions, stairs or elevators, loading docks, and what floor of the building you are on.   In certain metropolitan areas, it’s important to check with your landlord/property manage to see if parking permits or certificates of insurance (COIs) are required for us to be onsite with a moving truck. You are also responsible for filing for and parking permits and for getting Closetbox COI requirements.

Can my items be delivered to a different address than the one they were picked up at?

Yes, as long as your new address is still within the 35 to 40-mile radius from the storage facility in which your items were stored we can do this.  There may be exceptions that apply in certain markets.  

Can I go pick up my stuff instead of having it delivered?

Of course. If you choose to retrieve your items from the storage facility, there is no additional cost. We simply ask that you provide us with at least 2-3 days’ notice to prepare your personal storage vault and reserve dock space for your vehicle.

Once I am done storing, can you deliver to a new state?

Our pickup and delivery services are only available locally.  If you are moving to a new state, we are able to setup an appointment at the facility to release all your items directly to you, or the moving company of your choice.  Alternatively, you might be able to work directly with the moving provider currently storing your items to receive the service you need.  It will need to be scheduled directly with the movers as this is outside of our normal business practices.

Access

When can I access storage?

Access to your items it made available by appointment only.  Appointments can be Monday through Friday, 9am-3pm.  Typically, we require at 2-3 days’ notice to schedule your appointment.  Getting appointments made with shorter notice can be difficult, but sometimes we’re able to work magic!

What does it cost to access my items?

An access appointment is a flat rate of $75. However, this does not include labor. You will need to either bring your own assistance or inquire into whether our warehouse crew is able to assist you. Our warehouse labor rates vary across the country, and some warehouses do have restrictions regarding labor.  For example, some agents will not load any vehicles for liability purposes, and some will have you sign a release of liability.

Will I have 24-hour access to my items?

We are not able to offer 24-hour access to stored items. Access to your items it made available by appointment only.  Those appointments can be made on weekdays between 9am and 3pm. 

Can Someone else Access my items?

Sure.  If you’d like to have someone else Access to your items, we need you to authorize them to Access your items on your behalf.   To setup someone other than yourself to Access your items, we require an email confirmation be sent to customersupport@closetbox.com. In the email, we request the full name of the person, their best contact number, and a quick note approving them to oversee your order and sign on your behalf.  Please be advised, this must be by someone 18 years of age or older.

College Summer Storage

Can you store my things over the summer?

Our services are targeted at people looking to store their items for at least 6 -12 months. If you are looking to store your things for less than 6 months, like over your summer break, our services are not going to be a good option for you.

Can you store my things while I travel abroad?

Our services are targeted at people looking to store their items for at least 6 -12 months. If you are looking to store your things for a minimum of 6 months, our services are a great option for you.

Security

Will my items be secure?

They will be very secure. Unlike self-storage, a very limited number of people have access to our facility. Our facilities are monitored 24/7, and your personal vaults are locked up tight inside.

Where will my items be stored?

We work with a national network of professional moving and storage agents and have storage facilities in just about every metropolitan area.  As soon as we have your date accepted with one of our partner agents, we will send you a confirmation email with the address of where your items will be stored.

Does Closetbox Offer Insurance?

We do not provide insurance for your items.  This is best provided by an insurance agency.  You have the responsibility to obtain and maintain insurance for your items in storage equal to their actual full value against loss and damage.

General Questions

Are Your Storage Facilities Climate Controlled?

Our facilities generally aren’t equipped with air conditioning units due to the size of the warehouse. However, our facilities are generally kept within reasonable temperatures for the warehouse crew.

Is there anything I can’t store?

Closetbox doesn’t store drugs, alcohol, weapons or ammunition because it’s against the law. We don’t store car batteries, propane/gas tanks or other items that could be corrosive. We cannot open your boxes, but heavily advise against storage of money, bonds, or personal records or documentation.  We prefer not to store valuable artwork, arcade machines, vehicles or pianos as the items are awkward, heavy, and can be challenging to move. 

For more information, please see Section 3. TENDER FOR STORAGE in our Terms of Use.

Can you help me if I only need one month of storage?

Our services are targeted at people looking to store their items for at least 6 -12 months due to life’s opportunities, phases and events. If you are looking to store your things for less than 6-months or think that you will frequently need on-demand access to your things, e.g.: “I need my golf clubs back this weekend” – our services are not going to be a good fit.   

Why do you have a 6-month minimum for storage?

Our services are targeted at people looking to store their items for at least 6 -12 months due to life’s opportunities, phases and events.  As we cover virtually all of the costs associated with picking up and delivering your items and use professional movers to conduct all on site services, we ask that our customers make longer term storage commitments.  In our experience, most people actually end up storing their items for more than months.  Unfortunately, if you are looking to store your things for less than 6-months our services are not going to be a good fit. 

Should I tip the movers?

Providing any gratuity to the moving crew is at your sole discretion.  If you decide to do so, this must be onsite and provided to them directly.  We are unable to accept any tips through our billing system.

Where is your facility?

We work with a national network of professional moving and storage agents and have storage facilities in just about every metropolitan area.  As soon as we have your date accepted with one of our partner agents, we will send you a confirmation email with the address of where your items will be stored.

Can you store Cars, ATVs, Boats or RV’s?

Closetbox does not store cars, RVs, boats, semi-trailers, jet skis, motorcycles or motor bikes of any kind.  However, STOW IT helps individuals store boats, cars, RVs, and semi-trucks. Call (844) 478-6948 or visit STOW IT today.   Make sure to mention Closetbox to get the season’s best rates.

Do you have a free first month or any other promotions?

We can waive the initial $199 pickup fee if you are committing to 12+ months of storage. If you happen to leave storage before 12 months, we will back charge you that $199 service fee.  (Please be advised the $199 fee covers the first 2 hours onsite service by professional movers. If your pickup takes longer than two hours, then there is still an additional rate of $60 per man per hour)

Will you store valuable artwork, jewelry, and irreplaceable family heirlooms?

In any storage instance, we advise against storage of items that which have sentimental value to you or others, including, but not limited to, heirlooms or precious, invaluable or irreplaceable property such as books, records, writings, works of art, photographs, and items for which no immediate resale market exists.

What happens if something gets lost/damaged?

If items are lost or damaged in our care, we are able to carry out a claims process to provide available compensation. The standard coverage that is included with your order at no additional cost, will cover your items at the rate of $0.60/lb.

For more information, please see Section 10. NOTICE OF CLAIM AND DISPUTE RESOLUTION in our Terms of Use.

How long can I store?

As long as you need!  After the 6-month minimum is surpassed, your account is auto debited each month until you contact us to coordinate your Delivery and return your items.

Can you store my piano?

No, we do not typically store pianos. Some upright and baby grand pianos are able to be professionally crated prior to our arrival. This would be performed by an outside company and cannot be coordinated by our team.

Is there a penalty for rescheduling or canceling my order / services?

We ask for at least 2 business days’ notice for cancelling or rescheduling your order. If you do not provide us with 2 business days’ notice, we reserve the right to charge you a cancellation / rescheduling fee of $199.  

Additionally, in the event that your authorized party is not available in your absence, or does not have your items properly boxed or packed at the time of your scheduled services, and this results in the cancellation or rescheduling of your services, we reserve the right to charge you a cancellation / rescheduling fee of $199.

What if I am moving out of state?

Our pickup and delivery services are only available locally.  If you are moving to a new state, we are able to set an appointment at the facility to release all items directly to you, or the moving company of your Choice.  Alternatively, you might be able to work directly with the moving provider currently storing your items to receive the service you need.  It will need to be scheduled directly with the movers as this is outside of our normal business practices.