Support & FAQ's
Got questions? We've got all the answers if you need a shoulder to cry on (or need to store your stuff)
Who is BoxIT?
The BoxIT adventure began in 2003 and since then we have helped thousands of people to just BoxIT!
We were tired of people being ripped off by storage units that offer way more space than you could fill.
So we declared, NO MORE WASTED SPACE! We created a boutique valet self storage service where you pay for what you actually store, nothing else! (ground-breaking, we know)
Since then BoxIT has been used by thousands of students, travellers, empty nesters and anybody that doesn’t want to sore it and BoxIT instead.
What the FAQ?
Your frequently asked questions, answered!
BoxIT has redefined self-storage where you don’t need to travel to a self-storage unit to store your stuff and pay for wasted space.
- We deliver our empty boxes to your address
- You pack your boxes and items into our boxes
- We come and collect your items and store them in our warehouse
- We deliver your items back to your old or new address when you end your storage with us
Our service is like Uber but for the self-storage world!
BoxIT really puts you, the customer, in control and saves you from unnecessary expenses and hassles that you would normally pay if you used a traditional self storage unit.
With BoxIT you get these features:
- Delivery of empty boxes to your nominated address
- Pickup and storage of your full items in our warehouse
- Only pay for what you use – any unused boxes are refunded to you
- Online payment, invoicing and ability to manage your order
- Only month to month – no lock in contracts ever!
- State-of-the-art safety and security measures
At BoxIT we do most of the work for you – all you need to do is pack your boxes and tell us where to pickup and deliver.
Save time and hassle and leave all the heavy lifting to us.
When you’re ready to place an order, just click the ‘get started’ button or click here.
If you experience any issues or have any questions, get in touch with our customer care team on 1300 859 447 or email firstname.lastname@example.org
We do not accept any new orders by phone or email as we require you to complete the full order form.
Our team are happy to assist with any questions via calling 1300 859 447 or emailing email@example.com, but all orders need to be placed online.
This is to make sure we have the most accurate details for your order including correct spelling of addresses and names, and our secure billing service is fully online.
We mainly offer storage to customers in the Melbourne metro area.
We can offer storage to regional and rural VIC, please get in touch with our team prior to placing an order to be quoted on applicable delivery and pickup charges if you are based outside the Melbourne metro area.
All of your items will be stored in our state of the art secure warehouse in Braseide, Victoria.
We currently conduct deliveries Monday-Friday between 10am-4pm.
As we do not operate on weekends, public holidays and between the hours of 4pm-10am there is an additional delivery fee of $175 on top of the normal delivery and handling fees.
It’s important you give our team a call on 1300 859 447 to discuss before requesting a delivery/pickup date on a weekend or public holiday. We require a minimum 3 days notice for any after hours delivery requests.
Charges & Billing
We have made our pricing as simple as possible! We charge a monthly storage fee for each box or item you store with us.
To view current charges per item, click here.
When you first place your order you will be charged for the first 90 days up front (minimum storage period) plus the applicable pickup and handling fees. After that, your credit card is charged the monthly storage amount.
When you end your storage with us, you’ll be charged the final delivery fee, plus the applicable handling fees per item.
Here at BoxIT we are proud of our low pricing and competitive rates for our services. At times we do offer specials and discounts, the best place to access these is by liking our Facebook page or signing up to our email updates.
Triple R Subscriber Discount:
We love community radio and if you’re an active subscriber to Triple R, you’re eligible for a 15% discount off your storage FOREVER! Just login at www.rrr.org.au/subscribe/discounts/just-box-it and the code will be waiting there for you!
When you place an order, you are initially charged:
- Storage costs for 3 months (90 day minimum storage period)
- Initial handling fee of $5.95 per item you store with us.
You will be billed monthly after your initial 3 months on your empty box delivery anniversary date until you contact us to cancel your storage agreement.
At the end of your storage:
When you end your storage agreement, you will be charged:
- a delivery fee of your items – $19.95
- A retrieval fee of $5.95 per item you have in storage with us
These charges will be debited from your credit card on the date your end of storage request is confirmed.
Additional Delivery Charges
Sometimes you need access to your boxes outside our normal delivery hours. Please contact us if this is the case to ensure we are able to assist you. There are additional charges for out of hours and urgent deliveries.
- Urgent deliveries – $75 + relevant delivery & handling fees
We’ll get your boxes to you within a 3 hour time frame Monday-Friday from 10:30am-3:30pm.
- Out of hours delivery – $175
For all deliveries outside our normal delivery hours, including weekends, public holidays and between 4pm-10am.
All orders are placed online via our secure online portal. We only accept credit card payments, and accept all major credit cards both from Australia and internationally.
Due to the ongoing regular payments for storage we require a current credit card to process future payments.
We use PayWhirl as our subscription platform, and Stripe as our payment processing system.
The entire PayWhirl Platform are all served over SSL with TLS 1.2 encryption with a certificate issued by DigiCert (the same SSL provider Stripe, PayPal, IBM, Facebook, and other reputable companies use).
All credit card and bank-related data is tokenized by secure libraries before being posted to PayWhirl’s servers so sensitive data never comes into contact with the backend of their application.
If you have any specific questions or concerns about security please feel free to contact us at any time!
All credit card and bank-related data is tokenized by secure libraries before being posted to our subscription service’s servers so sensitive data cannot be accessed or transmitted at all.
You can also login at any time to view and update your credit card, but you will only be able to see the last few digits on your credit card.
This shouldn’t happen at all, but if you believe an error has occurred, get in touch with our team via email firstname.lastname@example.org
At the end of your storage you will be advised via email of your end delivery fees, and this will be deducted when your end of storage request is confirmed.
Sometimes it happens, we understand that!
We’re a small business and reply on customers paying their bills on time to ensure we can continue to provide the services for you.
If your initial payment declines, you are given a 5 day grace period and we will attempt to deduct the owed amount on day 5 from your stored credit card. If this second payment attempt fails, the total outstanding amount plus a $15.95 failed payment fee will be added to your next month’s invoice.
If you know your card will decline prior to your next charge date, email email@example.com or call 1300 859 447 to discuss with our team.
If your credit card has expired or the details in your account are no longer current, login to the customer portal and update your credit card details in there. Once logged in you will be able to see upcoming or failed payments and can process them right there on the dot!
It’s important to note that your items will not be returned until all outstanding charges have been settled.
If you are experiencing financial hardship, please contact our team directly to discuss your options.
It’s really important for you to reach out to our team if you are unable to continue paying your monthly invoices. We are open to being as flexible as we can to make sure you can continue to store your items with us or find cost effective alternatives which may be of help to you.
Note that when you request your items back, your account must be paid in full with no arrears prior to any delivery.
If you fall behind on your payments, we will try and get in touch with you to understand your situation.
If we do not hear from you at all and there is continued non payment, after a period of 90 days since last payment, we may take steps to dispose of or sell the items in order to recover any fees or charges payable to BoxIT.
Please refer to our terms & conditions of storage which all customers agree to by using our service.
Storage & Service
We’ve tried to make self storage super easy for you, so here’s a breakdown of how our service works:
- You place an order of how many boxes and larger items you need stored
- We deliver empty boxes to your nominated address for you to pack
- We come back and collect your full boxes and larger items and store them in our secure warehouse
- When you need your items back, we deliver them to your address
There are lots of examples of what you might want to store in BoxIt! boxes. These include books, clothing, documents, old toys, sentimental objects and the like. However you would want to avoid really fragile objects (glass, pottery etc). If in doubt give us a call, and always wrap it in bubble wrap.
You can’t store:
Common sense should prevail here.
- Nothing illegal
- fragile (glass, pottery etc)
- perishable (food, organic matter).
If we suspect that a box contains these items we will be in touch to clarify and return, or contact a relevant authority in the case of anything illegal.
Not sure? Just call us. 1300 859 447
Dimension wise, our boxes are 68cm Long, 43cm Wide and 31cm high. A total volume of 73L.
You will be surprised how much you can fit in each box!
You get to select how long you need in your initial order form by letting us know your full box pickup date – keep in mind your monthly storage starts from the day we deliver your empty boxes.
Take your time, most of our customers take about 7 days to pack their boxes, but it varies on each order.
If you need to have your items picked up earlier than you planned, or need some more time to pack, just hit reply on your confirmation email and let us know when is best to come by or give our customer service team a call on 1300 859 447 to organise.
You’ll need to let us know at least 24 hours in advance to guarantee we can fulfil your request and you won’t incur any additional charges.
Our boxes are strong, but to make sure they are safe for you and our team we recommend not filling them to be heavier than 25kg.
If you think you will fill your boxes to be heavier than 25kg we recommend hiring our trolley to ensure you don’t hurt yourself when moving boxes!
Absolutely! A large item is defined as:
- any item bigger than our box size of 68cm Long, 43cm Wide and 31cm high
- Larger items requiring 2 people to pickup & deliver
As our warehouse is a secure site we are unable to let visitors on-site to inspect their boxes. We only offer delivery service of our boxes to customers.
The minimum term of storage is 3 months (90 days) which you pay up front. After the initial storage period you are charged on a month-to-month basis. You can opt to have your boxes returned before this date, but you will be required to pay the normal minimum term of 3 months (90 days).
Accidents happen – that’s life! Our boxes are super sturdy and sadly not cheap. If you break or lose one of our boxes a damaged/lost box fee will be charged to your credit card.
Due to demand for our storage services, we are not currently able to sell our boxes.
Due to demand for our boxes we are no longer able to offer hiring of boxes for moving. We hope to change this in the future so watch this space!
Yes, you can! We don’t charge anything for the hire of our boxes. If you have your items packed into boxes already then just let us know this when you’re placing an order.
Note that any boxes you use shouldn’t exceed the following dimensions otherwise they will be charged as a larger item:
- 68cm Long, 43cm Wide and 31cm high
Insurance & Security
The contents of each of your boxes stored with us is insured up to the value of $150.00 PER BOX. This will cover you against theft, loss or damage while the boxes are in our custody. Note that we cannot accept liability for fragile items (that’s why we advise you not to put them in the box!) You should also check your home and contents policy – this also usually offers cover for items kept outside your house.
Our facility offers business grade security features. It has CCTV, 24/7 alarm monitoring, fire detection and suppression systems as well as access controls. Only our staff are allowed in the facility, and we NEVER use third party courier services.
All of our boxes come with complimentary barcoded tamper proof security tags. You should place these on each end of the box and record the number. As these tags are unique you will instantly be able to see if they are different.
If in the process of packing your boxes you misplace one of the tags, get in touch with our team ASAP to ensure we have extra tags with us when we come to pickup your boxes.
Deliveries & Pickups
Simple! You need to fill out one this form and advise us you wish to end your storage. Note we require a minimum 24 hours notice, and all deliveries depend on timeslot availability.
We don’t currently offer deliveries on weekends or public holidays unless requested. Note as we do not operate on these days and need to get a delivery driver in there is an additional delivery fee of $175 on top of the normal delivery and handling fees.
It’s important you give our team a call on 1300 859 447 to discuss before requesting a delivery/pickup date on a weekend or public holiday. We require minimum 3 days notice for any out of hour delivery requests.
We offer our service to all of metropolitan Melbourne, and a little bit beyond. If in doubt give us a call and we can confirm.
If you live outside the Melbourne metro area, we’ll be in touch to discuss additional delivery fees which will be charged each time our team comes to pickup and deliver your boxes and items.
When you complete our form requesting delivery of your boxes, you provide relevant delivery address there. We only deliver to the the person listed on the account with ID required to be presented at delivery.
We deliver and pick-up boxes between the hours of 10am-4pm Monday-Friday. While we do try and fulfil specific time requests, actual delivery time depends on the day and amount of boxes to be delivered. Our driver will always call you 15-20 minutes prior to delivery to ensure you are there.
Requests for boxes outside of our normal delivery schedule will incur additional fees and need to be arranged by contacting our office.
Our driver is happy to wait a maximum 15 minutes for you to get some things organised and packed. After that though they will have to leave – they’re busy people!
Should we need to return to complete your delivery, an additional delivery fee will be charged.
If you haven’t specified for us to leave the delivery at your door we will attempt to call you. If that fails, we will try to redeliver another day. Note failure to deliver will incur additional delivery fees per re-arranged delivery.
Cancellations & Ending Your Storage
This one’s easy! Head to this page and complete the end of storage form.
Make sure your storage fees are paid in full, we’ll be in touch to advise of any outstanding amounts prior to delivering your boxes and items.
Remember that at this time we deliver Monday-Friday.
- If you cancel your order at least 24 hours before boxes are delivered you get a full refund, no questions asked
- If you cancel your order within 24 hours of delivery, you will incur a cancellation fee of 1 months storage plus a $19.95 cancellation fee. All remaining paid monies will be refunded to you.
- If after your empty boxes have been delivered you no longer want to store with us, once we’ve picked up the empty boxes we refund the storage total, minus the delivery and handling fees, one month storage fee plus a cancellation fee of $19.95. We’ll refund the remaining storage fee paid in advance.