Box-n-Go Service Policies
Box-n-Go offers storage, moving, and student storage services. Below is a plain-English explanation of the policies that apply. Some services are delivered by partner companies under their own contracts — those are covered in the last section.
The binding details are in the Rental Agreement signed at booking.
Use the quick navigation links below to jump to any section that may be of interest to you.
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Cancellation Policy |
Our services run on a first-come, first-served basis, so rescheduling is subject to availability when you call — back of the line, not the original slot.
The 2:00 PM, one-business-day-before cancellation deadline applies to all pickups, deliveries, loading labor, and full-service moves. To cancel or reschedule at no cost, call 877-269-6461 by 2:00 PM the business day before service. Voicemail and email don’t count — we need a live confirmation.
Miss the cancellation deadline and a cancellation or rescheduling fee applies. If we’ve already dispatched, the full transportation charge applies. Same-day or late cancellations on loading labor and full-service moves are subject to a minimum crew charge.
Two exceptions to the standard deadline:
Student Storage facility access appointments must be cancelled or rescheduled by 2:00 PM three business days before the visit, because student facility access is coordinated in batches around the academic calendar rather than scheduled per appointment.
Packing kit orders may be cancelled up to one business day prior to shipping. After the kit has shipped, return it for a refund. Shipping and admin fees aren’t refundable, and a restocking fee may apply.
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Payment Terms |
Initial charges — transportation, first month’s rent, packing materials — are due the day of delivery or pickup.
Recurring storage rent runs monthly on the anniversary of the move-in date, with a 14-day grace period before late fees. Automatic billing is free. If a credit card on file fails, the account switches to manual invoicing, which adds a monthly invoice processing fee. Storage at your property requires automatic billing.
Visa, MasterCard, Discover, and American Express are accepted across all services.
Payment at redelivery must be in certified funds. Credit cards are charged 24 business hours ahead of the return. Cash payments must be brought to our office — drivers can’t accept payments. Personal checks, money orders, and cashier’s checks aren’t accepted.
The standard month-to-month rate is locked for the first 12 months from the move-in date. After that, the rate may increase by up to 2% every 12 months. Discounted term rates are locked for the agreed term — they may expire sooner than 12 months, and once they do, the rate reverts to the then-current standard month-to-month rate.
Past-due payments are applied to the oldest balance first. Accounts that stay past due are subject to late fees, lien administration fees, and foreclosure action fees at the published rates.
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Limited Liability |
Our liability for belongings while they’re in our care is limited by the Rental Agreement, and the cap depends on the service.
Containerized storage and moving. For storage at our warehouse and for moving, the cap is $250 per container.
Storage at your property. The cap is zero — the belongings stay in your custody the whole time, so home or renter’s insurance covers them.
Student Storage. The cap is $100 per item, up to $1,000 per account.
Coverage options that raise these caps are available as separate products — see our Protection Plans page.
Our responsibility begins at pickup of the loaded container and ends at redelivery. Acts of God, pre-existing damage, normal wear, damage from insects or animals, damage caused by improperly packed items, prohibited items, and items belonging to someone other than the account holder aren’t covered.
Claims must be filed in writing within 30 days of discovery. We need to be allowed to inspect.
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Your Obligations |
A few things are on you.
The belongings are yours, or you have authority over them — they aren’t subject to someone else’s lien or claim. The container itself is our equipment; it can’t be modified, painted, or altered.
Don’t pack prohibited items — see the section below for the list.
Pack so contents don’t shift in transit and stay under the weight limit — current limits per container size are at boxngo.com/load. Lock with your own padlock, 1½-inch minimum. Don’t share the key or combination with us. Containers that aren’t packed and locked properly may not get picked up.
Don’t pack more than $2,000 of value per container, or $20,000 total across all containers, without our written consent in advance. For Student Storage the limit is $100 per item and $1,000 per account.
Be home during the delivery window, or give written placement instructions for unattended delivery. We need 100 inches of clearance in both width and height for our truck and forklift. A no-show with no instructions and no access counts as a cancellation.
Some cities, HOAs, and properties require a permit for a container in the public right-of-way. Permits are on you, in advance, at your expense — fines, citations, towing, or impound fees from missing permits aren’t on us.
Our truck and forklift are heavy. We use reasonable care, but damage to pavement, landscaping, or surfaces during placement or pickup is on you unless gross negligence caused it.
A container going on property someone else owns needs the owner’s permission first. If the owner later asks us to move or remove it, the transportation cost is yours.
Keep contact info current. Notices sent to the address on file count as delivered.
Each container has a minimum rental period. Each Student Storage box has a one-month minimum from pickup.
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Prohibited Items |
Nothing that can leak, burn, explode, rot, or get someone hurt. The following are prohibited in any container, across all services:
Liquids of any kind — open or sealed. Includes shampoo, drinks, cleaning supplies, paint, oils, and any sealed factory containers.
Hazardous materials — aerosol cans, propane tanks (full or empty), gasoline, kerosene, chemicals, fertilizer, bleach, turpentine, oil-based paints, fumigants, glycol, lacquers, hydraulic fluids, combustible metals, asphalt shingles, and anything classified as a Class IV High Hazard Commodity under the Uniform Fire Code.
Perishables — food, agricultural goods, anything that can spoil or attract pests.
Plants and living organisms — living or dead.
Firearms, ammunition, and explosives — including incendiary or radioactive materials.
Controlled substances and drugs — including pharmaceuticals and alcoholic beverages.
High-value items — cash, currency, money orders, securities, stamps, jewelry, jewels, gems, watches, precious or semi-precious metals or stones, fine art, antiques, paintings, statuary, heirlooms, collectibles, fur or fur-trimmed garments, musical instruments.
Irreplaceable documents — passports, deeds, evidence of debt, income tax records, medical records, bills, accounts, notes, securities.
Fragile items — glass, mirrors, anything inherently susceptible to breakage.
Items of sentimental value or items whose value is hard to determine — anything that can’t be replaced with new articles.
Temperature- or humidity-sensitive items — our warehouse is naturally ventilated, not climate-controlled. Anything that can be damaged by freezing, heat, or unusual humidity.
If we find prohibited items, we can require immediate removal or terminate the service. Items prohibited by law may be turned over to authorities. Damage that prohibited items cause — to the container, other customers’ containers, or our facility — is on you. Coverage and protection plans don’t apply to losses arising from prohibited items.
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Long-Distance Moving |
This section covers our long-distance moving service, where you load one of our containers and we ship it. Full-service long-distance handled by a partner crew is in the Third-Party Services section below.
Long-distance moving quotes are valid for 30 days. After 30 days, the move is re-quoted at then-current rates.
The quoted price assumes the cargo weighs no more than 2,000 pounds per container. If the cargo weighs more than that, the move is re-quoted and the difference is charged before shipment.
Transit to the destination service center typically runs 10 to 14 business days, sometimes longer depending on route and season.
Final delivery at the destination is scheduled with the local partner there once the container arrives — typically 7 to 10 days after arrival, up to 15 days in peak season. We’ll send the destination partner’s contact when the container ships.
Destination address changes, cargo over 2,000 pounds per container, accessorial services like long carry or stair carry, and scheduling outside the partner’s standard windows can affect the final cost.
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Closing the Account |
Containerized storage and moving. Two ways to wrap up.
Pick up belongings at our warehouse with at least one business day’s notice by 12:00 PM. With less notice, we may decline to pull the container, or you’ll wait while we bring it to the access area, and a dock pick-up fee may apply. Only the account holder or an authorized agent can access the container, with valid ID. Don’t leave items or trash at our facility — a clean-up fee applies.
Or have the container delivered back with 7 to 10 days’ notice, up to 15 days in peak season. Rush fees apply for shorter notice. Redelivery is subject to availability within our service area, and payment for redelivery plus any balance due must clear before we ship.
Either way, take everything out, including trash. Containers returned with items or refuse inside are subject to a cleaning fee. A small sanitation fee applies to cover container cleaning at move-out.
Unused storage time is generally prorated once the container is empty and back in our possession before the next billing cycle. The account closes when the empty container is back in our possession, all charges are paid, and we’ve verified the container is empty.
Student Storage. We return the items and the account closes. Charges are billed in full monthly increments and not prorated.
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Lien Rights |
Under California law we have certain rights applicable to unpaid storage accounts. We can file a claim of lien on the contents of your containers, mechanic’s liens if containers were on your property, or warehouseman’s lien if you are using our Student Storage services.
After all statutory notice and waiting periods, contents may be sold at auction to satisfy the lien. We don’t want to do this — nearly every case is resolved long before it gets there. If an account is past due, call 877-269-6461 and we’ll work it out.
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Third-Party Services |
Some services Box-n-Go coordinates are delivered by partner companies under their own contracts. The contract for those services is between you and the partner.
Loading and unloading labor sends a crew to your container to load or unload.
Full-service local moving is delivered by a licensed California household goods carrier.
Full-service long-distance moving — a crew packs, transports, and unpacks at the destination. Pricing is typically inventory-based by volume, custom per move.
The partner’s contract terms apply — claims, cancellations, liability limits, and disputes are between you and them. Box-n-Go is the scheduling and customer-service contact, so for any problem, call us first and we’ll help coordinate. Their contract is provided at booking.
Frequently Asked Questions
What happens if I miss the cancellation deadline?
A cancellation or rescheduling fee applies, and if we’ve already dispatched, the full transportation charge applies. Rescheduling is subject to availability when you call.
What credit cards do you accept?
Visa, MasterCard, Discover, and American Express, across all services.
How much are you liable for if something is damaged?
For containerized storage and moving, the cap is $250 per container. For Student Storage, it’s $100 per item, up to $1,000 per account. For storage at your property, the cap is zero because the belongings stay in your custody. Optional coverage products can raise these caps — see our Protection Plans page.
Do I get a refund if I close my account mid-month?
For containerized storage at our warehouse and at your property, unused storage time is generally prorated once the container is empty and back in our possession. Student Storage is billed in full monthly increments and not prorated.
What can’t I store in a Box-n-Go container?
Liquids of any kind, hazardous materials, perishables, plants, firearms and explosives, high-value items like jewelry and cash, irreplaceable documents, fragile items, and anything sensitive to temperature. See the Prohibited Items section above for the full list.
What happens if my payment is late?
There’s a 14-day grace period before late fees apply. Past-due payments are applied to the oldest balance first. Accounts that stay past due are subject to late fees, lien administration fees, and foreclosure action fees.
Find Us
Box-n-Go serves the greater Los Angeles area and surrounding Southern California counties from our centrally located warehouse.
For questions about your account, call 877-269-6461 or sign in to My Account. For container sizes and weight limits, see our Containers page. For warehouse access and pickup mechanics, see our Access page. For everything else operational, our FAQ has the rest.
