Frequently Asked Questions

MakeSpace

MakeSpace - General Questions

How does MakeSpace work?

Simple! To use MakeSpace, make a reservation online or give us a call. On the day of your appointment, a member of our Upload Team will arrive at your home and drop off durable, plastic bins. Just pack your stuff and we’ll handle the rest!

At your scheduled pickup, which can be the same day we drop off your bins, (since our drivers will wait up to 20 minutes while you pack), or at a later date, our Uploaders will scan and secure your belongings. Your bins are then transported to our secure storage facility where overhead photos are taken and uploaded to your online account. Whenever you want something back, simply login to your account, view your items and select exactly what you want returned to you. We’ll bring your stuff back to you at your scheduled time.

How is my stuff inventoried?

One of the best features included in MakeSpace is that we take high-quality, overhead shots of your bins at a photo studio in our secure warehouse, so you’ll never forget what’s in your closet in the cloud. We also have a label on each bin where you can write a description of what you’ve packed. The pictures and label descriptions are then uploaded to your account where you'll have an online visual catalog of everything you're storing with us.

When you want something back, login to your account, view your items, and select exactly what you want returned to you. No sweat (literally)!

What cities and neighborhoods do you service?

Our local fleet services most of Manhattan, Brooklyn, and Queens, with minor exceptions. Click here to verify that your zip code is covered by our local fleet. If you’re not covered by our local service, or if you want to store with MakeSpace from anywhere else in continental United States, you can (it’s just done via our partnership with UPS instead of our MakeSpace Upload Team). Check it out here.

How can I see my stuff online?

After logging into your account at www.MakeSpace.com, simply select “My Stuff” on the top right of the page. There you can easily see what you’ve stored and schedule a delivery for anything you’d like back.

I just had a pickup today, but I can’t see my bins online. What’s going on?

We know you're excited to see your uploaded belongings in the cloud, but because of the large number of items we process and photograph, it may take a few days to access your items online. Please be patient and your stuff will be online soon!

Do you have a mobile app?

We’re almost finished with our iOS and Android apps, but our site is mobile-friendly so you can already use our service on your phone. If you want to be the first to know when the MakeSpace app drops, be sure to create a MakeSpace account, so you’ll be notified about future developments.

How secure is your warehouse?

Our warehouse is located just a few miles outside of Manhattan. We share the facility 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, alarms, and security personnel. We’re not taking any chances.

Additionally, we carefully seal the bins to ensure that they are tamper-proof and protected from elements like dust and water.

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 directly at your home, so you never have to visit a storage facility again.

What are your office hours?

Our office hours are 8AM - 7PM EST, 7 days a week. Feel free to leave us a voicemail during off hours and we’ll get back to you in a jiffy!

MakeSpace - Pricing

Ok, I love MakeSpace! But how much does it cost?

Our plans start at $25 per month for 4 bins (that’s twelve cubic feet of storage). If you need more storage, you can use more bins for an additional $6.25/month per bin. Deliveries of your items back to you are a flat $29 fee for as many bins or boxes you want. For more info, take a look at our terms of service.

When will I get charged?

We only charge your card after we have received your stuff at our storage facility and start to upload information (and photos, if applicable) to your cloud. This is usually about 24 hours after your bins are picked up. Future charges will be processed on the monthly anniversary of the initial charge (e.g. If your first charge takes place on the 5th of June, your next charge would take place on the 5th of July).

Can you tell me a bit more about the 3 month minimum?

You can get your stuff back whenever you want, but MakeSpace does have a three month (90 day) storage minimum. What does this mean? If you need to remove anything or everything from storage before 90 days are up, we’ll just have to charge you for the remaining time.

Here’s an example: If you put 6 bins into MakeSpace, your first month’s bill will be $37.50. After two months, if you have 2 of your bins delivered back to you, because you need your swimsuit for a trip to Jamaica, your bill for the third month will still be $37.50, even though there are only four bins in your MakeSpace. Your fourth month’s bill will accurately reflect the number of bins remaining, so you’ll only be charged $25 for that month.

Can you clarify pickup and delivery pricing for me?

Every time you order new bins, you get a free pickup. We drop off empty bins for you to pack up, that’s free (no matter what). When we pick up your packed bins, that’s free too. Deliveries are $29 a trip, but you can order back as many bins as you’d like in that trip.

Why are deliveries $29?

To make things simple, we rolled up all transportation costs into one charge. Your $29 pays for us to bring you bins, pick up your packed bins, and then at a later date to bring your stuff back to you.

If you think about it, $29 is less than a round trip cab ride to a conventional storage unit and that doesn’t even include getting your stuff back, which would be another $29. So if you really think about it we’re saving you $29. Go ahead, indulge, order that extra slice of apple pie from Seamless tonight.

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

When you create an account with MakeSpace, you’ll get to indicate if you’d like to store anything with us that won’t fit into one of our bins. Here are the prices for some of the commonly stored oversize items:

Bike - $25/month

AC Unit - $18.75/month

Luggage - $6.25/month for carry-on or smaller, $12.50/month for larger than a carry-on.

Skis/Snowboard - $12.50/month

Set of Golf Clubs - $12.50/month

My Own Boxes or Containers - $6.25 per three Cubic Feet

If you have an oversized item that is not listed, we will be happy to store it as long as it can fit in a 25"x25"x25" box

(Note: The contents of packed luggage or containers is not included in our protection plan.)

How do I update my billing and contact information?

Simply login to MakeSpace and go to your account to make any changes to billing or contact information: https://www.makespace.com/account/billing

What happens if I miss a payment?

We understand that things come up, credit cards get cancelled, people go on vacations. That’s why we give MakeSpace customers a two week grace period on late payment.

That said, we are paying for our warehouse space, and we have to keep the lights on somehow. After two weeks, we’ll have to charge you a $10 delinquent account fee. If you’re more than thirty days late to make a payment, we will start charging you a $10/month past due account admin fee until you pay your bill. After sixty days, we might even have to auction off your belongings.

You’ve seen Storage Wars. Please pay your bills on time.

MakeSpace - Packing

How do I know how many bins I need?

We’ll bring lots of storage bins to your home. We only charge you for the bins that you end up using.

Our bins are made of commercial grade, durable plastic with a weight capacity of 50 lbs. The bins are three cubic feet, and their dimensions are: 27”L x 17”W x 12.5”H.

A single bin can hold 12 pairs of shoes, 30 shirts and 10 sweaters, or 70 paperbacks. If you're still having a hard time getting a sense of how big a bin is, check out our series of "What Fits In A Bin?" blog posts.

enter image description here

How do I close MakeSpace bins?
  1. Make sure everything is in the bin, with no items sticking over the sides of the bin.
  2. The lids should interlock until they close and lie flat.
  3. Your MakeSpace driver will lock the bins with high quality zip-ties.
What's the best way to pack MakeSpace bins?
  1. Distribute the weight across several bins. Spread heavier items across several bins to ensure the bins won't be under too much stress (and to make life a little easier for our drivers!)
  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. That way, you don't have to request two or three bins back for only a few items.
  3. Roll, don't fold, items like T-shirts or towels to maximize space and reduce wrinkles as these items sit in storage. Stuff socks and other small items into your shoes, sneakers and boots to help you maximize bin space and and help these items keep their shape.
What can or can't I store with MakeSpace?

We will not store perishable items, liquids, glass or fragile items, explosives and flammables, hazardous materials, or any illegal substances. Additionally, while we do store some items that don’t fit into bins, we do not store any furniture (chairs, tables, beds, etc.) See our fifth rule of storage for more information about what you can’t store with MakeSpace.

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

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 green bins, which is $6.25 per up to three cubic feet. If you don't know the measurements of your boxes, feel free to shoot us an email with a picture and we can give you an estimate.

If you pack your stuff in our bins or in our special MakeSpace cardboard boxes, which can be made available to you upon request, your stuff is covered under our $250/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 are packed well and sealed securely.

Can I store items that don’t fit into a bin at MakeSpace?

Of course! We can handle bicycles, golf clubs, luggage, and other items from our over-sized item list. Unfortunately, we do not store any furniture like chairs, desks, couches, sofas, bed frames, mattresses, or tables yet (we’re working on it).

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. If you really need assistance, that’s what friends are for!

MakeSpace - Pickup & Delivery

What days and times are pickups/deliveries available?

We currently offer pickups and deliveries Tuesday through Sunday from 8 AM to 7 PM. If you can’t find a convenient day or time slot, don’t sweat it, we’ll work with you to make sure it’s seamless. We will be offering pickups and deliveries 7 days a week within a few months.

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

Scheduling a pickup or delivery has never been easier. You simply have to login into MakeSpace to view your stuff, select what you’d like delivered to you, 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 us or give us a call at 800-920-9440.

How long does it take to get my stuff back?

In most cases, we can get your bins back to you in as little as 48 hours. But we always recommend scheduling deliveries as far in advance as possible!

I moved out of New York and need to get my stuff back. What do I do?

Sorry you’ve left New York, we’ll miss you! Moving sucks, but we’ve got you covered. Please email us or give us a call at 800-920-9440 and we’ll work with you to ship your stuff to your new location.

Will you wait while I pack my bins?

Want your stuff in the cloud ASAP? After dropping off your bins, our drivers will wait for up to 20 minutes while you pack. If you need a bit more time, just schedule a free pick-up anytime within two weeks.

MakeSpace dropped off some bins but I would like them picked up in batches as we fill them up. Is there an additional charge?

One free pickup is included with your bin drop-off. For multiple pickups of the same batch we dropped off, we charge a fee of $20.

Can I change or cancel a pickup or delivery?

Yes. You can reschedule your appointment online as late as 6pm the night before, just log onto your account and click “reschedule”. If you need to cancel you can call 800-920-9440 or email support@makespace.com until 6PM the night before. Cancellations after 6PM are subject to a $25 late-cancellation fee.

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

That’s not a problem. Let us know, and we’ll come pick up the bins and get them out of your way. Please note that there is a $20 “Empty Bin Pickup” fee that will be incurred.

What happens if I'm a "no-show" for my appointment?

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'll have to charge you $35. (Hey, no one likes being stood up.)

After receiving bins, how long can I hold onto my bins in between appointments?

Each plastic bin is made of highly durable material and is not cheap, so we ask you to please schedule a pickup within 2 weeks of receiving bins. If you keep empty plastic bins for more than 30 days without booking a pickup with MakeSpace, we will consider this as a purchase of the plastic bins and you will be charged $25 per bin after the thirtieth day.

When we bring your stuff back to you, if you need time to unpack, you can hold onto the bins for up to two weeks, but we will have to charge you a $20 empty-bin pickup fee.

MakeSpace Air

MakeSpace Air - General Questions

How Does MakeSpace work?

MakeSpace is a next generation storage company that takes the pain out of traditional self-storage. With a few clicks, MakeSpace has bins or boxes delivered to users’ doors. Once users pack their belongings, we'll get them picked up and create a photo catalog of each box, so you can easily see what you've stored and retrieve it anytime to almost anywhere in the US (we don't serve Hawaii, Alaska, or Puerto Rico, but we're working on it!).

How is my stuff inventoried?

We take high-quality, overhead shots of your boxes at a photo studio in our secure warehouse (if you want us to), so you’ll never forget what’s in your closet in the cloud. The pictures are then uploaded to your account where you can add descriptions so you'll have an online visual catalog of everything you're storing with us. When you want something back, login to your account, view your items, and select what you want returned. No sweat (literally)!

What cities and neighborhoods do you service?

MakeSpace services the entire continental United States! At the moment, we do not ship internationally or to Hawaii, Alaska, or Puerto Rico (we’re working on it).

How can I see my stuff online?

After logging into your account at www.MakeSpace.com, simply select “My Stuff” on the top right of the page. Or, if you have a really good memory, just type http://www.makespace.com/stuff where you can easily see what you’ve stored and schedule a delivery for anything you’d like back.

I just had a pickup today, but I can’t see my boxes online. What’s going on?

We know you're excited to see your uploaded belongings in the cloud, but depending on your location it can take up to a few days for your belongings to reach us. You can track the status of your boxes in transit right in your account at www.makespace.com/stuff. Be patient and your stuff will be online soon!

How can I track the status of one of my boxes?

You can track the status of your boxes in transit right in your account at www.makespace.com/stuff.

Do you have a mobile app?

We’re almost finished with our iOS and Android apps, but our site is mobile-friendly so you can already use our service on your phone. If you want to be the first to know when the MakeSpace app drops, be sure to create a MakeSpace account, so you’ll be notified about future developments.

How secure is your warehouse?

Our warehouse is located just a few miles outside of Manhattan. We share the facility 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, alarms, and security personnel. We’re not taking any chances.

Additionally, your boxes are secured with high strength zip ties to ensure that they are tamper-proof and protected from elements like dust and water.

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 directly at your home, so you never have to visit a storage facility again.

Are my boxes protected?

Each storage box come with $250 of MakeSpace protection. For more information about our protection plan or to see our full Terms of Service here.

What if I am having problems with the website?

No problem. You can always give us a call at 800-920-9440 or send an email to support@makespace.com.

What are your office hours?

Our office hours are 8AM - 7PM EST, 7 days a week. Feel free to leave us a voicemail during off hours and we’ll get back to you in a jiffy!

MakeSpace Air - Pricing

Ok, I love MakeSpace! But how much does it cost?

Our plans start at $25 per month for 4 boxes. If you need more storage, you can always get more boxes for an additional $6.25/month per box. A few things to remember: there’s a four box, 3-month storage minimum for all customers. For more info, head on over to our Terms Of Service.

When will I be charged?

We only start to charge your card after your stuff first reaches our warehouse and is processed by MakeSpace staff. This is usually about 2-5 business days after your boxes are picked up by our shipping partner. Future charges will be processed on the monthly anniversary of the initial charge (e.g. if your first charge takes place on the 5th of June, your next charge would take place on the 5th of July, and so on).

Can you tell me a bit more about the 3 month minimum?

You can get your stuff back whenever you want, but MakeSpace does have a three-month (90 day) storage minimum. What does this mean? If you need to remove anything or everything from storage before 90 days are up, we’ll just have to charge you for the remaining time.

Here’s an example: If you put 6 boxes into MakeSpace, your first month’s bill will be $37.50. After two months, if you have 2 of your boxes delivered back to you, because you need your swimsuit for a trip to Jamaica, your bill for the third month will still be $37.50, even though there are only four boxes in your MakeSpace. Your fourth month’s bill will accurately reflect the number of boxes remaining, so you’ll only be charged $25 for that month.

How much do MakeSpace storage boxes cost?

MakeSpace storage boxes are shipped to you free of charge and you can order up to 20 storage boxes at a time. Our boxes are great quality and so we understand that you may want to keep a few for other purposes. In those cases, we just 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 do not send any boxes back to MakeSpace for storage within 30 days of receiving them, you will also be charged a one-time $20 shipping fee to cover our cost of originally sending you the boxes.

Can you clarify pickup and delivery pricing for me?

Shipping your storage items to the MakeSpace warehouse 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.

For deliveries (e.g. you want that box of Summer clothes back) you’re charged for shipping when you request your boxes back, but we made it so that the longer you store the lower the price (until eventually it’s free shipping back).

Here’s a chart showing you our tiered delivery shipping rates, based on the amount of time that box was in storage:

  • 1 month- $20
  • 2 months- $19
  • 3 months- $18
  • 4 months- $17
  • 5 months- $16
  • 6 months- $15
  • ...
  • 20 months-$1
  • 21 months- Free
How do I update my billing and contact information?

Simply login to MakeSpace and go to your account to make any changes to billing or contact information: https://www.makespace.com/account/billing

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 MakeSpace customers a two week grace period on late payment.

That said, we are paying for our warehouse space, and we have to keep the lights on. So after two weeks during which we’ll send you a few reminders, we’ll have to charge you a one-time $10 admin fee. If you’re more than thirty (30) days late to make a payment, we have to start charging you a $10/month delinquent account fee until you pay your bill. As detailed in our terms of service, after an account goes sixty days past due, we might even have to auction off your belongings to cover past due balances including additional admin fees to organize and run the auction.

You’ve seen Storage Wars. So please pay your bills on time to avoid any of that.

MakeSpace Air - Packing

How do I know how many MakeSpace boxes I need?

Each of our MakeSpace boxes are about 3 cubic feet in size, and their dimensions are 27”L x 17”W x 13”H. A single box can hold 12 pairs of shoes, 30 shirts and 10 sweaters, or 70 paperback books. If you're still having a hard time getting a sense of how big a bin is, check out the animated gif below.

Pro Tip: The average MakeSpace customers stores 7.13 boxes (seriously).

What fits in a box

What is the best way to pack MakeSpace boxes?
  1. Distribute the weight across several boxes. Spread heavier items across several boxes to ensure the boxes won't be under too much stress (and to keep from being charged an overweight fee if its over 50lbs!)
  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. That way, 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 as these items sit in storage. Stuff socks and other small items into your shoes, sneakers and boots to help you maximize bin space and and help these items keep their shape.
How do I close MakeSpace boxes?
  1. Make sure everything is in the box, with no items sticking over the sides of the box.
  2. The lids should close with little to no pressure and lie flat.
  3. Use the high-quality zip-ties that came with your boxes to secure the lid. Make sure they’re cinched tight. Each box requires 5 zip ties. Pro tip: it’s easier to thread the zip-ties up through the side of the box.
What can or can't I store with MakeSpace?

Pretty much anything, except perishable items, liquids, glass or fragile items, explosives and flammables, hazardous materials, or any illegal substances. See our fifth rule of storage for more information about what you can’t store with MakeSpace.

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

No, but you should be excited about using our awesome MakeSpace boxes (they don’t even require tape) and we let you use them for free! They are specially engineered with extra-strength walls and unique tags that ensure your boxes arrive to our 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 customer immediately at the customers expense.

Can I store items that don’t fit into a bin at MakeSpace?

Not at the moment, but rest assured, we are working on storage solutions for all of your belongings.

MakeSpace Air - Pickup & Delivery

What days and times are pickups/deliveries available?

You can schedule a pickup for weekdays, 8am-12pm, 12pm-4pm or 4pm-8pm

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

Once your boxes have been packed and secured (with the zip ties that came with the boxes), log onto the MakeSpace website to schedule your pickup with one of our shipping partners. Additionally, if it’s more convenient for our customers, you can always drop off MakeSpace storage boxes at any UPS Store location free of charge.

If you have any questions or need assistance with a pickup or delivery please email us or give us a call at 800-920-9440.

Do I need to print out shipping labels?

Nope, no need to create or print shipping labels, each MakeSpace box comes pre-labeled. We make things easy.

How long does it take to get my stuff back?

Delivery times depend on a your location and the time of year. In general, East Coast deliveries take 2-4 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 United States we can ship to you. Just log into your “My Stuff” page at www.makespace.com/stuff choose what you want delivered to you and follow the directions. You will be given the option to enter a new address and we will have your stuff back to you in no time!

Can I change or cancel a pickup or delivery?

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 our your stuff will be sent out within a couple hours.

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

That’s not a problem. However, you will be charged for the cost of shipping of the boxes to and from you. You also have the option of purchasing the MakeSpace boxes for $10/each.

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

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 will be responsible for covering the $35 missed pickup fee.

In the case of deliveries of your belongings back to you, the delivery carrier will make 3 attempts before they return your boxes back to our warehouse, in which case you will be charged $35 for the missed delivery appointment along with the cost of the return shipment of your boxes to our facility.

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

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