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Frequently Asked Questions

General Questions

What is MakeSpace?

MakeSpace is New York’s #1 consumer rated storage company. We deliver free bins (or boxes if you’re outside of NYC, Washington, D.C., or Chicago) for you to pack with items you'd like to store. We pick up, store, and deliver your stuff back when you want so you never have to visit a storage unit again.

At our secure storage facility, we upload high-quality overhead photos of your bins or boxes so you know what you have in MakeSpace at all times. This makes ordering your things back simple.

What’s the difference between MakeSpace and MakeSpace Air?

MakeSpace If you’re in NYC, Washington, D.C., or Chicago, you’ll receive bins to pack, which are picked up, stored, and delivered back to you by our Upload Team here at MakeSpace.

MakeSpace Air If you’re anywhere else in the lower 48 states, you’ll receive high-quality boxes to pack, which are picked up and delivered back to you by one of our shipping partners.

Through MakeSpace Air, we serve the lower 48 states. At the moment, we do not ship internationally or to Hawaii, Alaska, or Puerto Rico.

How do I get started using MakeSpace?

Simple! Follow these three steps:

  1. Schedule a drop-off online or call us at 800-920-9440 and we’ll bring high-quality bins (or boxes if you’re outside of NYC, Washington, D.C., or Chicago) to your door.

  2. Pack your stuff inside the bins or boxes.

  3. Schedule a pickup and we’ll handle the rest.

If you’re in NYC, Washington, D.C., or Chicago, you can schedule a pickup the same day we drop off your bins since our drivers will wait up to 20 minutes while you pack. Our Uploaders will scan and secure your bins and then transport them to our secure storage facility.

If you’re outside of NYC, Washington, D.C., and Chicago, one of our shipping partners will pick up your packed boxes and transport them to our secure storage facility.

How is my stuff inventoried?

If you’re in NYC, Washington, D.C., or Chicago, your bins come with labels on which you can write a description of what you packed.

If you’re outside of NYC, Washington, D.C., or Chicago, your numbered boxes come preloaded in your account where you can add the descriptions.

Once your bins or boxes arrive at our secure storage facility, we take high-quality overhead photos of them (if you want us to) and upload them to your account so you know what’s inside at all times. When you want something back, login to your account and select what you need. We’ll deliver your stuff back at your scheduled appointment.

What cities and neighborhoods do you service?

We service the lower 48 states. At the moment, we do not ship internationally or to Hawaii, Alaska, or Puerto Rico.

When and how will I be able to see my bins or boxes online?

After logging in to your account, select “My Stuff” to see what you’ve stored. Please note that it can take a few days after your pickup for your bins or boxes to appear in your account.

What are your customer support hours?

Our Customer Happiness team is available to help you seven days a week, from 8AM to 6PM EST.

Pricing and Billing

How much does MakeSpace cost?

Our plans start at $6.25/month for a minimum of three months per item. You’re welcome to store any number of bins (or boxes if you’re outside of NYC, Washington, D.C., or Chicago) and/or oversized items. As a heads up, if you store items in MakeSpace and then later you store a new bin for example, there’s a 3-month minimum on that new bin.

If you’re in NYC, Washington, D.C., or Chicago, deliveries are a flat $29 (no matter how many bins you need back). If you’re outside of NYC, Washington, D.C. or Chicago, deliveries start at $20 per box and drop $1 every month you store (until eventually deliveries are free.)

For more information, please see our Terms of Service.

When will I be charged?

We only charge your card after we receive and process your bins or boxes in our secure storage facility. Please allow at least 7 days from the day we receive your first boxes or bins for your first invoice to be created.

Future charges will be processed on the monthly anniversary of the initial charge. For example, if your first charge takes place on June 5th, your next charge would take place on July 5th, and so on.

Can you tell me more about the 3-month minimum?

You can get your stuff back whenever you want, but MakeSpace does have a 3-month (90 days) storage minimum per item. What does this mean? If you need to remove anything or everything from storage before the 90 days are up, we’ll just charge you for the remaining time. As a heads up, if you store items in MakeSpace and then later you store a new bin for example, there’s a 3-month minimum on that new bin.

If you have any questions about how our pricing, please call us at 800-920-9440.

How much do MakeSpace Air boxes cost?

MakeSpace Air boxes are shipped to you free of charge and you can order up to 10 boxes at a time.

Our boxes are of great quality, so we understand if you want to keep a few for other purposes. In those cases, we charge you $10 for every box that is not returned to MakeSpace for storage within 30 days after you receive them. In the rare occasion that you don't send any boxes back to MakeSpace for storage within 30 days after receiving them, you'll also be charged a one-time $20 carton shipping fee to cover our cost of originally sending you the boxes.

Can you clarify pickup pricing for me?

If you’re in NYC, Washington, D.C., or Chicago, you get a free pickup every time you order new bins. When we pick up your packed bins, that’s free too.

If you’re outside of NYC, Washington, D.C., or Chicago, shipping your packed boxes to MakeSpace is free for boxes weighing up to 40 pounds. Individual boxes that weigh 40-60 pounds will have a $3.99 overweight fee charged each way. Individual boxes that weigh more than 60 pounds will have an additional $15 heavy handling surcharge each way.

Can you clarify delivery pricing for me?

If you’re in NYC, Washington, D.C., or Chicago, we deliver empty bins to you for free for you to pack up. When you want something back, deliveries are $29 a trip, but you can order back as many bins as you’d like in that trip.

If you’re outside of NYC, Washington, D.C., or Chicago, we charge you for shipping your packed boxes back to you (e.g. you want that box of summer clothes back), but we made it so that the longer you store the lower the price (until eventually it’s free shipping back). This means that for every month you store a box with us, you get $1 off the delivery charge for that box. If you store a box with us for 1 month, then that box's delivery charge is $20. Month 2 is $19, month 3 is $18, and finally month 21 would be $0.

What are your prices for oversized (non-bin) items?

We currently only take oversized items in New York City, Washington, D.C., and Chicago. Here are the prices for some of the commonly stored oversized items:

  • Bike - $25 per month
  • MakeSpace Wardrobe Box (12 cubic feet, which holds 15-20 hanging clothing items) - $25 per month
  • AC Unit - $18.75 per month
  • Mini Fridge - $18.75 per month
  • Luggage - $6.25 per month for a carry on and $12.50 per month for luggage larger than a carry on
  • Skis/Snowboard - $12.50 per month
  • Set of Golf clubs - $12.50 per month
  • Your own boxes or containers - $6.25 per 3 cubic feet

If you plan on storing an oversized item in NYC, Washington, D.C., or Chicago, and anticipate needing it shipped outside of those areas in the future, you must pack it in a box before MakeSpace arrives to pick it up and store it. If you’re storing a bike, we recommend having it dismantled at your local bike shop to save space. When you need your oversized item back, we’ll use one of our shipping partners to ship it to you. If you have any questions, please call us at 800-920-9440.

If you have an oversized item that is not listed, we’re happy to store it as long as it can fit inside a 25" x 25" x 25" box.

Note: The contents of packed luggage and containers are not included in our protection plan.

Can I use a promo code after I signed up for MakeSpace?

Promo codes are reserved for brand new MakeSpace customers. You can only use a promo code during your initial signup process.

What happens if I miss a payment?

We understand that things come up. Life happens. Credit cards get cancelled. People go on vacations. That’s why we give customers a two-week grace period on late payments.

After two weeks (during which we’ll send you a few reminders), we charge you a one-time $10 administration fee. If you’re more than 30 days late to make a payment, we charge you a $10/month late fee until you pay your bill. As detailed in our Terms of Service, after an account goes 60 days past due, we might have to auction off your belongings to cover past due balances including additional administration fees to organize and run the auction.

Please contact us ASAP at 800-920-9440 or support@makespace.com if you have a billing issue.

How do I update my billing and contact information?

Login to your account, then click "My Account", followed by "Billing". You can also visit https://www.makespace.com/account/billing to make any changes to your billing and contact information.

Packing

How do I know how many MakeSpace bins or boxes I need?

A MakeSpace bin is three cubic feet, and its dimensions are 27” length x 17” width x 12.5” height. A MakeSpace Air box is three cubic feet, and its dimensions are 27” length x 17” width x 13” height.

A single bin or box can hold 12 pairs of shoes, or 30 shirts and 10 sweaters. If you need help visualizing how big a bin or box is, check out this GIF:

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Still not sure what fits inside a bin or box? Call 800-920-9440 or email support@makespace.com and one of our Customer Happiness Agents will assist you.

If you’d like to store heavier items such as books, please spread them across several bins or boxes to avoid exceeding the maximum weight limit (50 pounds per box) and being charged an overweight fee. See “What is the best way to pack a MakeSpace bin or box?” for more information.

Pro Tip: The average MakeSpace customer stores 7.13 boxes.

How do I know how many MakeSpace wardrobe boxes I need?

A MakeSpace wardrobe box is 12 cubic feet, which holds 15-20 hanging clothing items.

What can or can't I store with MakeSpace?

Pretty much anything, however we will not store perishable items, liquids, glass, fragile items, explosives, flammables, hazardous materials, or illegal substances. Additionally, while we do store some items that don’t fit inside bins, we do not store any furniture (such as chairs, tables, or beds). See our storage rules for more information about what you can’t store with MakeSpace.

Please note that if you store anything that’s against our storage rules, we are not liable for it.

What is the best way to pack a MakeSpace bin or box?
  1. Distribute the weight across several boxes. Spread heavier items, such as books, across several boxes to ensure the boxes won't be under too much stress (and to keep you from being charged an overweight fee).
  2. Group and then pack items together that you'll likely want back at the same time. For example, if you have a dress that you love to wear with a specific pair of heels, pack them together. Put your rain boots with your umbrella. Pack all your Thanksgiving serving pieces together. Or pack a 007 bin like MakeSpace user Tyler Tringas so you don't have to request two or three boxes back for only a few items.
  3. Roll, don't fold, items like T-shirts or towels to maximize space and reduce wrinkles. Stuff socks and other small items into your shoes, sneakers, and boots to maximize bin or box space and help these items keep their shape.

If you pack your stuff in our bins or boxes, which can be made available to you upon request, your stuff is covered under our $250/bin or box protection policy. At this time, we disclaim liability for anything you store in your own storage containers or suitcases. If you’re using your own containers or suitcases, be sure to take extra care that they're packed well and sealed securely.

Will you wait while I pack my bins?

If you’re in NYC, Washington, D.C. or Chicago, our drivers will wait for up to 20 minutes while you pack your bins. If you need a bit more time, please schedule a free pick-up anytime within two weeks of receiving your bins.

Can I store items that don’t fit inside a bin or box at MakeSpace?

MakeSpace If you’re in NYC, Washington, D.C. or Chicago, then yes of course! We can store bicycles, golf clubs, luggage, and other items from our oversized items list. We do not store any furniture like chairs, desks, couches, sofas, bed frames, mattresses, or tables.

If you plan on storing an oversized item in NYC, Washington, D.C., or Chicago, and anticipate needing it shipped outside of those areas in the future, you must pack it in a box before MakeSpace arrives to pick it up and store it. If you’re storing a bike, we recommend having it dismantled at your local bike shop to save space. When you need your oversized item back, we’ll use one of our shipping partners to ship it to you. If you have any questions, please call us at 800-920-9440.

MakeSpace Air If you’re outside of NYC, Washington, D.C., or Chicago, then not at the moment. But rest assured, we're working on storage solutions for all of your belongings.

Can I use my own cardboard boxes, storage bins, or suitcases?

MakeSpace If you’re in NYC, Washington, D.C., or Chicago, sure! Most of our customers love the convenience of having our bins delivered directly to their doorstep instead of having to find, assemble, and tape their own boxes, but we understand that sometimes people want to keep items packed the way they are.

The cost of storing your own boxes or containers is the same as storing our bins, which is $6.25 per box or container (up to three cubic feet) per month. If you don't know the measurements of your boxes, feel free to email support@makespace.com with a picture and we can give you an estimate.

If you pack your stuff in our bins or boxes, which can be made available to you upon request, your stuff is covered under our $250/bin or box protection policy. At this time, we disclaim liability for anything you store in your own storage containers or suitcases. If you’re using your own containers or suitcases, be sure to take extra care that they're packed well and sealed securely.

MakeSpace Air If you’re outside of NYC, Chicago, and Washington, D.C., then no, but you can use our high-quality boxes. They don’t require tape and you can use them for free! They’re engineered with extra-strength walls and unique tags that ensure your boxes arrive at our secure storage facility just as you shipped them. Each box is free of cost to you when storing it with MakeSpace. Non-MakeSpace boxes will be shipped back to you immediately at your expense.

I’m super busy. Will you pack my bins or help me move?

Sorry, but we’re not allowed to pack bins on your behalf.

Pickup and Delivery

What days and times are pickups/deliveries available?

New York City: We offer pickups and deliveries seven days a week from 8 AM to 7 PM ET in two hour time slots. If you’re unable to find a convenient day or time slot, contact our Customer Happiness team. Subject to our scheduling availability, they’ll work with you to best accommodate your needs.

Chicago: We offer pickups and deliveries Tuesday, Wednesday, Thursday, Saturday, and Sunday from 8 AM to 7 PM CT in two hour time slots.

Washington, D.C.: We offer pickups and deliveries Tuesdays through Sundays from 8AM to 7PM ET.

MakeSpace Air: You can schedule a pickup from 8 AM-12 PM, 12 PM-4 PM, or 4 PM-8 PM local time. Please note that MakeSpace Air pickups are fulfilled by one of our shipping partners and is based solely on their availability.

How do I schedule a pickup or delivery? Can I do it online?

MakeSpace If you’re in NYC, Washington, D.C., and Chicago, scheduling a pickup or delivery has never been easier. Simply login to your account to view your stuff, select what you’d like delivered, and the online scheduler will take you through the rest of the process. If you have any questions or need assistance with a delivery, please email support@makespace.com or call us at 800-920-9440.

MakeSpace Air If you’re outside of NYC, Washington, D.C., and Chicago, log into your MakeSpace account to schedule your pickup with one of our shipping partners. Please note MakeSpace Air pickups and deliveries are fulfilled by one of our shipping partners and is based solely on their availability.

If it’s more convenient for you, you can always drop off MakeSpace Air boxes at any UPS Store location free of charge. If you have any questions, or need assistance with a pickup or delivery, please email support@makespace.com or call us at 800-920-9440.

How long does it take to get my stuff back?

MakeSpace: In most cases, we can deliver your bins to you in as little as two business days. But we always recommend scheduling deliveries as far in advance as possible.

MakeSpace Air: Delivery times depend on your location and the time of year. In general, East Coast deliveries take 2-4 business days based on location, while West Coast deliveries usually take less than a week.

If you would like a more accurate delivery time, give us a call at 800-920-9440 and we would be glad to assist you.

Can I have my stuff delivered to a new address?

Yep. As long as you’re still in the continental U.S., we can ship to you. Log into your "My Stuff" page at www.makespace.com/stuff, choose what you want delivered, and follow the directions. You'll be given the option to enter a new address and we'll have your stuff back to you in no time.

Can I change or cancel a pickup or delivery?

MakeSpace: Yes. You can reschedule your appointment online as late as 6 PM the night before. Log into your account and click "Reschedule".

If you need to cancel, you can call 800-920-9440 or email support@makespace.com until 5 PM the night before. Cancellations after 6 PM are subject to a $25 late-cancellation fee.

MakeSpace Air: You can always reschedule a pickup appointment, as long as it’s before your pickup window, by calling us at 800-920-9440.

For deliveries, we don’t accept cancellations. We run a tight ship at our warehouse, so once a delivery is made, your stuff will be sent out within a couple hours.

What if I need to cancel after I have already received the boxes or bins for packing?

MakeSpace: That’s not a problem. Let us know and we’ll come pick up the bins and get them out of your way.

MakeSpace Air: That’s not a problem. However, you'll be charged for the cost of shipping the boxes to and from you. You also have the option of purchasing the boxes for $10/each plus a $20 carton shipping fee.

What happens if I'm a "no-show" for my pickup or delivery?

MakeSpace: Our drivers will wait for 20 minutes while trying to get in touch with you. After 20 minutes, if you're a no-show, we charge you $35. (Hey, no one likes being stood up.)

MakeSpace Air: We want to make your storage experience as seamless as possible, but no one likes being stood up. MakeSpace will cover the cost of the first completed pickup of your boxes, but if you aren’t home you'll be responsible for covering the $35 missed pickup fee.

In the case of delivering your belongings back to you, the delivery carrier will make three attempts before they return your boxes back to our warehouse, in which case you'll be charged $35 for the missed delivery appointment along with the cost of the return shipment of your boxes to our facility.

After receiving bins or boxes, how long can I hold onto them before sending them to MakeSpace?

MakeSpace: Each bin is made of highly durable plastic and is not cheap, so we ask you to please schedule a pickup within two weeks of receiving bins. If you keep empty bins for more than 30 days without booking a pickup with MakeSpace, we'll consider this as a purchase of the bins and you'll be charged $25 per bin after the 30th day.

MakeSpace Air: You have up to 30 days to schedule a pickup after receiving boxes. After 30 days, you’ll be charged $10 per box and a $20 carton shipping fee. However, if you send your boxes in later we’ll just apply that $10 per box as credit to your account.

Security

How secure is your warehouse?

We share our facilities with big-name retailers like Macy’s, Bloomingdale's, Ralph Lauren, and Marc Jacobs, so you can be sure that your stuff is safe. The warehouse is not open to the public and is under 24-hour surveillance. We’ve got it all: cameras, motion detectors, night vision, and alarms. We’re not taking any chances.

Additionally, we carefully seal MakeSpace bins and MakeSpace Air boxes to ensure that they're tamper-proof and protected from elements like dust and water.

Are my boxes protected?

Each MakeSpace bin and MakeSpace Air box comes with $250 of MakeSpace protection. For more information about our protection plan, see our full Terms of Service.

Can I come visit your warehouse?

We don’t allow public access at our warehouse for security reasons, but please contact us if you have a unique situation. We make storage super simple by picking up and delivering your stuff to you so you never have to visit a storage unit again.