FAQS

Below is a list of the questions we get asked most frequently. If something is missing, feel free to give us a call – we are happy to assist!

General Questions

What is BoxIT?

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!

How is BoxIT different from other self storage companies?

BoxIT really puts you, the customer, in control and saves you from unnecessary expenses 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.

How do I place an order?

When you’re ready to place an order, just head to www.justboxit.com.au/cart

If you experience any issues or have any questions, get in touch with our customer care team on 1300 859 447 or email info@justboxit.com.au

Can I place a phone order?

Our team are happy to assist with any questions via calling 1300 859 447, 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.

What areas do you offer storage to?

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.

Where is your warehouse based?

All of your items will be stored in our state of the art secure warehouse in Braseide, Victoria.

Charges & Billing

Note: For detailed pricing information please see our pricing page

How does BoxIT's pricing work?

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 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 retrieval fees per item.

Do you offer specials or discounts?

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’re proud to announce that 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 do I get charged?

When you place an order, you are initially charged:

  • Storage costs for 3 months (90 day minimum storage period)
  • Initial collection fee of your full boxes and oversized items consisting of:
    • $3 per BoxIT box
    • $4 per medium oversized item
    • $5 per large oversized item.

Monthly billing:

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.

When you request access to your boxes and wish to return them to storage:

  • Delivery fee of your boxes – $15
  • Retrieval fee of your items
    • $3 per box
    • $4 per medium oversized item
    • $5 per large oversized item.
  • If you choose to access your boxes at our warehouse and continue storage – no delivery fee is charged, just the retrieval fee per item.

At the end of your storage:

  • When you end your storage agreement, you will be charged:
  • a delivery fee of your boxes – $15
  • A retrieval fee per item:
    • $3 per box
    • $4 per medium oversized item
    • $5 per large oversized item.
  • This charge needs to be paid prior to your boxes being returned.

 

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 – $55 + relevant retrieval fee
    We’ll get your boxes to you within a 2-4 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 3:30pm-10:30am.

How do I make payment?

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.

How secure is your billing system?

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!

Do you store my credit card details?

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.

What if I think I have been charged incorrectly?

This shouldn’t happen at all, but if you believe an error has occurred, get in touch with our team via email info@justboxit.com.au

If you have a subscription with us, you will always receive a notification email 3 days prior to the amount being deducted.

At the end of your storage you will be advised via email of your end delivery fees, and this will be deducted at 9am AEST on the date of your delivery occurring.

What if I miss a charge or my credit card declines?

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 you know your card will decline prior to your next charge date, email info@justboxit.com.au 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.

What happens if my payments fall behind significantly?

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 60 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

How does your storage service work?

We’ve tried to make self storage super easy for you, so here’s a breakdown of how our service works:

  1. You place an order of how many boxes and larger items you need stored
  2. We deliver empty boxes to your nominated address for you to pack
  3. We come back and collect your full boxes and larger items and store them in our secure warehouse
  4. When you need your items back, we deliver them to your address

What can & can't I store?

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
  • flammable
  • 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

What size are your boxes?

Our boxes are 68cm Long, 43cm Wide and 31cm high. Volume is 73L. You could easily fit a dozen pairs of shoes – Imelda Marcos loves these.

How long do I have to pack my boxes?

You get to select how long you need in your initial order form by letting us know your full 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.

I need more or less time to pack my boxes - what do I do?

We get this all the time! 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.

We always suggest letting us know at least 24 hours in advance to guarantee we can fulfil your request.

What is the weight limit for your boxes?

For OH&S reasons, we cannot accept boxes heavier than 20kg.

Do you store oversized goods?

Yes we do. We have 2 categories of oversized items:

Medium items:

  • For those slightly bigger items that don’t fit in our boxes
  • Item must be able to be safely collected by one delivery driver
  • Max weight of item should not exceed 25kg

Large items:

  • Larger items requiring 2 people to pickup & deliver

Prior to confirming your order we will be in touch to ensure we can accommodate your oversized items.

Can I come and inspect my boxes?

Yes you can!

Click here to complete the temporary box access request form at least 24 hours prior to requiring access. You won’t be charged a delivery fee, but the per box/item retrieval fee still applies.

Our warehouse is based in Braeside and able to have box inspections Monday-Friday between 9am-4pm.

Is there a minimum storage period?

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).

What happens if I break a box?

Accidents happen – thats life! As such we allow each customer a 1 box = no charge policy. However any additional boxes that are damaged and need to be replaced will charged at $55.00 inc GST.

Can I buy your boxes outright?

Of course – they are pretty special. Each box can be purchased for $55.00.

Hiring Boxes for Moving

Do I have to store the boxes? Can I use them just for moving?

If you just want to use our boxes for moving house that’s perfectly fine. You are just charged the 1 month fee to hire the boxes, so make sure you return them before the month is up otherwise you’ll be charged for the next month!

How does your box hire service work?

Many customers choose to hire our boxes to assist with moving and packing up items associated with house or office moves – it’s an environmentally friendly choice too!

The box hire process is pretty simple:

  • You place an order advising us when to deliver boxes
  • We deliver empty boxes to your address
  • In your original order you either advised a date to come back and collect your boxes when finished, or you get in touch to advise a new pickup date
  • We come and collect the empty boxes when you’re finished!

There’s no delivery or pickup charges, just our minimal box hire charge.

When you order you are charged just 1 month in advance, and if you need to hire our boxes longer than this you will be charged the hire amount on the anniversary date of your empty box delivery.

Is there a minimum order for hiring your boxes?

Our minimum order is 10 boxes for box hire to help with home and office moves.

There is no minimum order for boxes if you use our storage service.

Insurance & Security

How much are my goods insured for?

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 (thats 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.

What security do you have in place?

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.

How will I know if someone has opened my box?

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. We will also record the number on pickup. 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

How do I get my boxes back?

What is the turn around time for returning a box?

99% of the time we will have a box back to you the next business day. We deliver Monday-Friday between 10:30am-3:30pm. If you need your boxes sooner or outside those hours, call us on 1300 889 837 and we will see what we can do (additional charges apply).

Do you deliver on weekends & public holidays?

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/pickup 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.

What areas do you service?

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. Also, we do allow customers to collect / drop off boxes – in that case we don’t care where you live!

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.

Can you drop off / pick up at different addresses?

Sure, won’t be a problem! When you complete our form requesting delivery of your boxes, just provide the new address there.

What delivery time frames do you offer?

We deliver and pick-up boxes between the hours of 10:30am-3:30pm Monday-Friday. While we do try and fulfill 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.

Can you driver wait for me?

Our driver is happy to wait 15 minutes for you to get some things organised and packed. After that though they will have to leave – they’re busy people!

What happens if I miss a delivery?

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

How do I end my storage with you?

This one’s easy! Head to www.justboxit.com.au/my-account and click the option that best suits your needs for delivery.

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.

What happens if I place an order but need to cancel before storing my items?

Regarding cancel or changing your order prior to us picking up your items for storage:
  • If you cancel your order before boxes are delivered you get a full refund, no questions asked
  • 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 initial pickup fees.

Got a Question? Give us a call
Mon – Fri on 1300-859-447 or…

SEND YOUR QUESTION