Service Policies
REVIEWS
RATING
GUARANTEE
The policy summary below is provided as a general overview of Box-n-Go contract terms. See the actual current Terms and Conditions as listed in your contract and published on MyAccount for more details.
Payment Terms
The policy summary below is provided as a general overview of Box-n-Go contract terms. See the actual current Terms and Conditions for more details. We collect a payment for all the initial service charges including transportation, first month rental, packing materials and other charges on the day of delivery. All recurring storage rent and other charges are due monthly on your rental agreement date. There is a fourteen days grace period past the rental agreement date before the late charges are applied to the account, should the account not be up to date. Any accounts not set up for the automatic debiting from Customer’s credit card will be subject to additional Invoice Generation, Mailing and Processing Fee. Payment of all the amounts due upon Re-delivery and long distance moving shall be made in certified funds only (credit cards and cash) and may be requested at least twenty four (24) hours prior to the scheduled Re-delivery. Personal checks, Money orders and cashier’s checks are not accepted. Any past due payments are applied to the oldest delinquency first, including the late fees and other charges due.
Storage Lien Rights
The policy summary below is provided as a general overview of Box-n-Go contract terms. See the actual current Terms and Conditions for more details. Should customer’s account become delinquent, Box-n-Go has the right (in accordance with California Self-Service Storage Facility Act commencing with section 21700) to enforce the lien in favor of Box-n-Go for unpaid rent and other charges. Customer’s belongings may be sold by Box-n-Go to satisfy the above lien if the rent and other charges remain unpaid or any other default occurs for fourteen (14) consecutive days.
Customer Obligations and Risks
The policy summary below is provided as a general overview of Box-n-Go contract terms. See the actual current Terms and Conditions for more details.
Customer’s Representations.
The property to be stored inside the container(s) consists generally of household and/or business belongings.
- Customer is the lawful owner or has the right to possess and is lawfully authorized to store all belongings in each container.
- Customer is the authorized agent of the lawful owner and/or any holder of a lien or security interest and has full power and authority to enter into contractual relationship with Box-n-Go.
- Belongings to be stored are not subject to any lien or security interest or other encumbrances of others and may become subject to Box-n-Go lien.
- Customer warrants that belongings in each Container do not include Prohibited Items.
Container Delivery Service.
Customer assumes all liabilities arising from operation of Box-n-Go equipment included with the package of services ordered. The use and operation of such equipment can cause injury or death to Customer or others. Customer at its sole and exclusive risk and expense is responsible for:
(a) providing detailed placement instructions for unattended delivery or being personally or having designated authorized agent present at the agreed upon delivery address during the scheduled delivery appointment time to specify the container placement. In cases where a delivery was scheduled with customer present and customer was not actually present at the time of arrival and 15 minutes thereafter, such delivery will be cancelled and customer’s accounts will be accessed the cancellation/re-scheduling fee in addition to scheduled delivery charge;
(b) ensuring the availability of ample space and clearance for the container placement. If applicable, providing Box-n-Go personnel with a written permission to enter the Customer’s property and operate Box-n-Go Equipment on Customer’s property (Box-n-Go Equipment requires a minimum of 8’-3” vertical clearance) and 8′-6″ width clearance;
(c) replacing any and all paving and other surface improvements, landscaping and vegetation that may be damaged by the Box-n-Go truck or forklift whether or not on Customer’s property;
(d) inspecting the containers delivered to Customer by Box-n-Go. Customer further agrees that by placing their belongings inside the Box-n-Go containers, they signify that subject containers are satisfactory for the use as intended by the Customer;
(e) some municipalities regulate the placement of storage containers in the public right of way. In such instances, permits must be acquired by Customer. It is Customer’s responsibility to find out whether such permits are required in their municipality and obtain said permits at their cost, and in advance. Box-n-Go will NOT arrange for those permits and will not be responsible for any damages, losses, fines, parking violations or towing and other fees associated with the Customer’s failure to obtain them.
Container Loading & Packing.
Customer is responsible for packing of all goods for transit including loading and unloading each Container with Goods not exceeding a maximum weight limit (learn more here), evenly distributed throughout the container; cushioning of Goods in each Container or otherwise protecting them using Customer’s supplied protective padding materials against loss or damage due to overloading, shifting or movement of the goods during normal container handling and transportation. If Goods are packed into boxes, each box shall be packed using proper and adequate packing and cushioning materials to avoid damage; It is recommended for Customer to keep an itemized record of all goods packed as well as photograph or videotape of goods in “as packed” condition. Transportation of any container(s) is subject to state and federal over-the-road weight limits. If the goods loaded into any one of Customer occupied container(s) exceed the maximum allowable weight limit additional charges and fees may apply. Customer may be required to immediately remove some Goods stored in a container or the service contract may be terminated. Each container must be locked with Customer’s own padlock (1½” minimum size) having security equal to or better than a padlock offered for sale by Box-n-Go. Customer may not provide a key or any combination to the lock to Box-n-Go, Box-n-Go employees or agents. Containers that are not packed or padlocked properly may not be picked up.
Limitation on Value of Goods Stored.
Customer agrees not to pack Goods with the total value in excess of $2,000 per Box-n-Go container, $5,000 per Box-n-Go L container and $7,000 per Box-n-Go XL container, or $20,000 per all containers, without the prior written express consent of Box-n-Go.
Container Pick Up.
Customer is responsible for returning of Box-n-Go Equipment in the same condition as when received from Box-n-Go (both at the beginning and end of the usage period). Customer assumes full responsibility for damage, loss or destruction of Box-n-Go Equipment provided to the customer as a part of the package of services rendered. At no time does Customer has the ownership rights in the Box-n-Go Equipment and no Equipment alterations of any kind are permitted; Customer is also responsible for granting or securing for Box-n-Go easement or license to enter the property to place and retrieve the container(s). In some cases, Box-n-Go is faced with the necessity to remove its container(s) from Customer’s property (for example, when Customer is not making appropriate payments). In such cases Customer will be notified in advance of such planned removal.
Pick up of containers scheduled for the warehouse storage must be scheduled up front and may be re-scheduled during confirmation. On-site container pick up must be scheduled 10-15 business days in advance.
Change of Address Notification.
When Customer changes their place of residence or Billing or Mailing addresses from the addresses provided to Box-n-Go, Customer shall give Box-n-Go a written notice of such change within ten (10) days of the change.
Minimum Charges.
Should Customer terminate their Agreement with Box-n-Go prior to the end of their contract term, each container rented (whether for storage or moving) will be subject to minimum rent charges regardless of the actual storage duration. Any such minimum rent charges are in addition to transportation, other fees and charges that may be due.
permits are required in their municipality and obtain said permits at their cost, and in advance. Box-n-Go will NOT arrange for those permits and will not be responsible for any damages, losses, fines, parking violations or towing and other fees associated with the Customer’s failure to obtain them.
Items Prohibited for Storage
The policy summary below is provided as a general overview of Box-n-Go contract terms. See the actual current Terms and Conditions for more details. Food, agricultural goods, valuable documents, income tax and medical records, accounts, bills, currency, deeds, evidence of debt, money, notes, securities, stamps, antiques, paintings, statuary, fine art, jewelry, jewels, gems, heirlooms and heirloom quality goods, watches, precious or semi-precious metals or stones, collectibles, furs, garments trimmed with fur, or similar valuables, musical instruments, artwork, fragile goods (i.e. glass, mirrors), items of sentimental or emotional value or other articles whose value are difficult to ascertain or that by their nature cannot be readily replaced with new articles, controlled substances, drugs, perishables, hazardous, toxic, radioactive, explosive, incendiary or highly flammable or combustible materials or items, firearms or ammunition, plants, living or dead organisms, liquids, chemicals, fumigants, anything that can be damaged by freezing or hot temperature or unusually high or low humidity, all material classified as Class IV Commodities of High Hazard Commodities under the Uniform Fire Code, aerosol cans, propane tanks (full or empty), alcoholic beverages, combustible metal products, glycol, linoleum products, oil based paints, pharmaceuticals, asphalt shingles, flammable solids, lacquers, lubricating or hydraulic fluid and all other substances and materials whose storage or use is regulated or prohibited by federal, state or local law, regulation, rule or ordinance are prohibited from being packed inside the Box-n-Go containers. Customer agrees that Box-n-Go shall not be liable for any damage or loss arising from Prohibited Items packed inside the customer’s container(s) or that of another customer of Box-n-Go. Customer acknowledges that placement of Prohibited Items inside the Box-n-Go containers could result in additional charges due to penalties and fines levied by local, state and federal agencies, as well as Customer’s liability due to loss or damage to property and associated personal injury. Box-n-Go may require Customer to immediately remove any Prohibited Items stored in a container or may immediately terminate the service Agreement, at its sole discretion.
Long Distance Moving
The policy summary below is provided as a general overview of Box-n-Go contract terms. See the actual current Terms and Conditions for more details.
Moving Quote Validity.
All long distance moving service packages offered are based on the individual price quote(s) provided to Customer. Any quotes are valid for seven days (unless specified otherwise in writing) and based on delivery zip code and shipping to the destination regional terminal within fifteen (15) calendar days. Any changes in the delivery address or terms may result in the additional delivery fees.
Delays.
All quotes include up to five (5) days allotment for container packing. Up to three (3) calendar days allotment for storage at the destination regional terminal after the arrival To avoid additional charges, Customer should schedule prompt delivery to the destination address. Delivery scheduling is subject to the destination service provider policies, procedures and scheduling availability.
Transit Time.
Any transit time estimates are provided to Customer as a general guideline only. Estimates generally do not account for the day of container pick up, weekends, or holidays. The delivery of container(s) to Customer’s destination address must be scheduled with a service provider at the destination (all required contact information will be supplied by Box-n-Go upon shipment) and is subject to such a provider policies and procedures as well as availability.
Limited Cargo Liability.
Box-n-Go is not a Household Goods Motor Carrier within the meaning of Section 375.103 of the Code of Federal Regulations (72 FR 36771). The Independent Service Providers enlisted by Box-n-Go, carry a limited cargo liability insurance which is only applicable to the extend of the carrier’s negligence subject to provisions of 49 U.S.C 14706.
Limited Liability
The policy summary below is provided as a general overview of Box-n-Go contract terms. See the actual current Terms and Conditions for more details.
Limitation of Box-n-Go Liability.
Box-n-Go shall not be liable for any damage or liability arising for any reason, if:
- Customer authorizes another person to access the container provided by Box-n-Go;
- Customer authorizes Box-n-Go to deliver the container(s) without Customer’s presence,
- Road, access, weather, or other conditions hinder or prohibit Box-n-Go from timely delivering or picking up the container(s) despite Box-n-Go’s reasonable efforts,
- Box-n-Go is late in delivering container(s), empty or full, and/or retrieving the containers, empty or full,
- Box-n-Go removes the container(s) from Customer’s property as a result of Customer’s failure to prepare such container(s) for pick-up and/or Customer’s failure to make deposits and payments due to Box-n-Go for the time when the container(s) were in Customer’s possession or control.
Monetary Limit on Liability.
Notwithstanding, Customer’s “declared value”, Box-n-Go aggregate liability for damages shall not exceed $250.00 for all belongings in each container. Should a customer elect to purchase an optional Contents Protection Coverage, the above limit will be increased to the limit listed in the protection plan purchased
Limited Warranty.
Up to the limitation of the Box-n-Go’s liability, Box-n-Go is liable for damages to the belongings in the container(s) caused by its negligence and will NOT be held liable for any damages including but not limited to: (a) acts of God such as earthquake, liquefaction, flood, water damage (including sprinkler discharge caused by an earthquake), other types of weather (b) ordinary and normal depreciation (c) damage from insects, moth, vermin, birds and animals (d) reduction in value occurring for any reason, while the belongings are in the Customer’s custody (e) any loss or damage caused by shifting or movement of the stored property inside the container(s) during transportation or shipping of the stored property to, from, or within the self-storage facility (f) loss or damage directly or indirectly caused by other customer’s stored goods, or (g) any loss or damage resulting from any person other than Customer accessing or demanding redelivery of the container(s) or Customer demanding redelivery without Customer being present and (h) any loss or theft of or damage to any stored property, if any of such stored property constitutes “Prohibited Goods”
Filing a Claim.
Customer must file a written claim for loss or damage with Box-n-Go within sixty (60) days after Customer first becomes aware of such damage or loss. Box-n-Go will not be liable for any loss or theft of or damage to the goods for which Customer does not deliver a written claim. Customer shall provide Box-n-Go with a reasonable opportunity to inspect the Goods, which are the basis of Customer’s claim. In case of any claim filing, Customer has a burden of proof that (a) Belongings were packed and loaded properly and braced adequately; (b) The loss was a result of negligence by Box-n-Go or it’s failure to use adequate care as required by law.
The points of transfer of risk
Customer agrees that Box-n-Go liability begins at pick-up of loaded container(s), and ends at drop off of loaded container(s).
Closing of the Account
The policy summary below is provided as a general overview of Box-n-Go contract terms. See the actual current Terms and Conditions for more details.
Move out at the facility.
Customer has an option to pick up their belongings at the Box-n-Go storage facility, where Customer’s container(s) are stored, with a minimum of 1 business day notice. Notice must be given by 12-noon if the next day move out is being scheduled. In the absence of such notice, Customer will be required to wait while their container(s) are brought to the access area. Dock move out charges at then current rates may apply. Only Customer or their authorized agents are allowed access. A proper current form of identification is required. Disposal or dumping of any belongings or trash items at or near Box-n-Go premises is strictly prohibited. A current published clean up fee will be applied to Customer’s account for non-compliance. The Customer’s account will be closed once the empty container(s) are turned over to Box-n-Go.
Re-Delivery
Customer can request transportation of the container(s) to a designated location(s) with at least fifteen (15) days notice, subject to Box-n-Go Service Area limitations and the Transportation Charge(s) at the Box-n-Go then current published rates. Container(s) re-delivery scheduling is subject to availability. Additional rush delivery charges may apply for any transportation services ordered with less then fifteen (15) days advance notice. The container(s) will be redelivered to Customer only upon receipt of instructions from Customer and only upon receipt of payment for all outstanding amounts due. Customer assumes all risks including but not limited to the risk of loss, theft or damage to their stored goods or other property if:
(a) Customer authorizes another person to access or demand re-delivery of the container(s);
(b) Customer authorizes Box-n-Go to redeliver the container(s) without customer’s presence; or Road, access, weather, act of God or any other cause beyond Box-n-Go reasonable control hinder or prohibit Box-n-Go from timely redelivering the container(s) despite Box-n-Go’s reasonable efforts to do so. The Customer’s account will be closed once the empty container(s) are picked up by Box-n-Go. Customer must clean all articles and refuse out of the container(s) prior to turning the containers over to Box-n-Go.
Clean up
Should any container contain any articles or refuse, Customer may be charged a Cleaning/ Disposal Fee.
Service Cancellation Policy
At Box-n-Go we understand that circumstances and your schedule may change, often without warning, and people have to adjust accordingly. As we provide a variety of services, including the ones with our partner companies, we have few components to our cancellation policy to meet your needs:
Cancelling Packing Kit Orders
You can cancel the packing kit order anytime up to 1 business day before it ships out to you. The administration fee you may have paid to register your account and kit shipping costs are not refundable. You can receive a refund for the kit after we have mailed it to you. All you need to do is to return it to us in re-sell-able condition and we will issue a full refund (excluding the shipping costs). A 25% re-stocking fee may apply.
Cancelling Box-n-Go Container Delivery/Pick Up
You can cancel or re-schedule your delivery or pick-up of your container at no cost up until 2 pm one (1) business days prior to the day of scheduled delivery or pick up or a cancellation fee may be charged. Simply call us at 877-269-6461 (e-mail and/or voicemail notifications cannot be accepted) and we will accommodate your cancellation/re-scheduling request. The deliveries/pick-ups cancelled on a shorter notice are subject to published, full price delivery/pick-up fee.
Cancelling Box-n-Go U Valet and Full-Service Orders
You can cancel or re-schedule your pick-up service at no cost up until 2 pm one (1) business days prior to the day of scheduled pick up or a cancellation fee may be charged. Simply call us at 877-269-6461 (e-mail and/or voicemail notifications cannot be accepted) and we will accommodate your cancellation/re-scheduling request. The pick-ups cancelled on a shorter notice are subject to published, full price, on-demand pick-up fee.
Cancelling Helping Hands Loading Service Orders
You can cancel or re-schedule your HHLS loading service order at no cost up until 2 pm one (1) business days prior to the day of scheduled service or a cancellation fee may be charged. Simply call us at 877-269-6461 (e-mail and/or voicemail notifications cannot be accepted) and we will accommodate your cancellation/re-scheduling request. Services cancelled on a shorter notice are subject to cancellation fee (equal to 1 container service fee rate as quoted).
Cancelling Full-Service Moves
You can cancel or re-schedule your full service moves at no cost up until 2 pm one (1) business days prior to the day of scheduled move or a cancellation fee may be charged. Simply call us at 877-269-6461 (e-mail and/or voicemail notifications cannot be accepted) and we will accommodate your cancellation/re-scheduling request. Moves cancelled on a shorter notice are subject to 4-hr minimum crew rate cancellation fee (based on the hourly crew rate as quoted).
