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ON-DEMAND RETAIL FAQ

Do I have to be a business to place a delivery order?

No, you can go to our delivery quote page and reserve your delivery. We will contact you within minutes to confirm.

What happens if the client is not there during the delivery window?

If we do not hear from the customer we will return the items to the PICK-UP LOCATION within 24 hours.

What happens if the client wants a delivery after the item has been returned?

There will be another delivery charge for each attempt.

What happens if A TIME BECOMES UNAVAILABLE AFTER I HAVE PAID?

If you are not satisfied with the next available delivery time(s), we will issue a full refund.

What happens to my order if a reservation has incorrect details?

We will attempt to fulfill the delivery and bill or refund the difference to the account post-delivery. If the details prohibit a timely delivery we will call the contact person to make another arrangement.

What happens if the delivery is delayed?

We will contact that customer and arrange another delivery time.

Using Free Your Arms has been great for our business at Score. We host events all over New York City. With Free Your Arms, they collect our display items and handouts at a time that’s convenient for us, store them, and have them ready where and when we need them. When we get to the event, everything is ready for set up, allowing us to get to work meeting clients quickly and stress free.
— S.C.O.R.E. NYC

LUGGAGE STORAGE FAQ

Where will we pick up or drop off our luggage? 

The courier will meet you CURBSIDE. FOR AIRPORTS The courier will meet you outside the passenger arrivals/departures terminal. This is where taxis and shuttle buses pick up and drop off passengers. We will notify you with a specific passenger pickup area once the courier arrives.

What Regions do you service? 

We service the Tri-State Area.

Do you have a physical location? 

YES OUR OFFICE IS AT 294 BROADWAY BROOKLYN NY 11211 - HOWEVER our storage facility is located OFF-SITE AND IS NOT ACCESSIBLE TO THE GENERAL PUBLIC.

Can I store my bags overnight? 

Of course. You can store your bags for as many nights as you want!

What happens if A TIME BECOMES UNAVAILABLE AFTER I HAVE PAID?

If you are not satisfied with the next available delivery time(s), we will issue a full refunD.

What are your hours? 

We offer a 24 hour On-Demand luggage service, though please note that additional fees apply between 7pm–7am AND MUST BE RESERVED BY CALLING 844-448-3547.

Is my luggage safe and secure? 

Yes, your bags are stored in climate controlled units with 24 hour surveillance. This facility is closed to the general public.

Are you insured? 

Yes, we are insured for up to $2000 total liability for lost or damaged items. Please refer to our terms and conditions for more details on items covered.

How do I pay? 

Once you've got your quote you can go through to our secure online checkout, OR REQUEST AN INVOICE BE SENT TO YOU BY CALLING 844-448-3547.

What if I need to add or subtract bags? 

Please contact customer service at 347-354-5683 or respond to your email confirmation to add or subtract bags.

What if I need my luggage returned earlier than the scheduled time?

We suggest notifying us at most 60 minutes after your reservation starts to avoid additional fees.

Can I trust that you will be on time, I have a flight to catch? 

Yes, we have never had a customer miss their flight. If you happen to be the first customer to miss a flight because we are delayed, we will get your luggage to you on our dime.

What if I am late? 

FOR DELIVERIES: Our pick-up and drop-off window is 15 minutes following your reservation times. If we do not hear from you, the courier will leave at 5 minutes past your reservation time, and your order will be canceled without a refund. At this point you will have to make a new reservation if you still require service. Please allow enough time to accommodate this delivery window. (The late fee does not apply to incoming flights/cruises/buses provided you leave us your travel information) (However you will not be entitled to a refund without notice of delay at least 90 minutes before your reservation start time) Best practice is to notify us as soon as you know you are delayed.

FOR walk-in service: Your reservation window is 15 minutes following your reservation times after which point late fees will go into effect. there is a $5.99 PER 15 minutes waiting fee FOR EACH 3 BAGS. In addition there is a $24.99 after hours fee that goes into effect at 7:00pm and a $9.99 (per 3 bags) daily fee that goes into effect at midnight. If you are late and can't collect your luggage on time then we can ship it to you. This is charged separately and will include a handling fee.

Can I leave/pick-up my bags from my hotel front desk? 

Yes we recommend it, just make sure you clear it with your hotel and let us know.

Excellent service! On time, courteous, excellent communication and help. They picked up our bags in the morning, allowing us to make the most of our final day of sight-seeing and shopping. Met us at the airport with our bags and all was fantastic!
— GAYLE P.

STORAGE FAQ

HOW DO I MAKE MY ITEMS AVAILABLE FOR STORAGE?

CALL US AT +11-347-354-5683 AND WE WILL LET YOU KNOW IF WE HAVE ANY AVAILABLE SPACE - IF THERE IS SPACE AVAILABLE WE WILL SEND YOU AN INVOICE.

HOW DOES THE FREE PICKUP SERVICE WORK?

WE OFFER FREE PICK-UP OF ITEMS from THE FOLLOWING ZIP CODES - 11212, 11213, 11216, 11233, 11238, 11201, 11205, 11215, 11217, 11231, 11211, 11222, 11206, 11221, 11237, 11209, 11214, 11228, 11220, 11232

Can i schedule storage outside these zip codes?

Yes - we will charge you our normal delivery rates

WHAT IS THE LARGEST ITEMS YOU CAN STORE?

WE CAN STORE ITEMS MEASURING UP TO 8X4X2 AND IS BASED ON AVAILABILITY OF SPACE.

WHAT HAPPENS IF I MISS A MONTHLY PAYMENT?

if WE HAVE NOT RECEIVED PAYMENT WITHIN 60 DAYS we will take ownership of the item AND PUT IT UP FOR AUCTION.

WHAT HAPPENS IF I CHANGE MY MIND AND WANT THE ITEM BACK BEFORE THE 30TH DAY?

YOU WILL NEED TO RESERVE FOR YOUR ITEMS TO BE DELIVERED TO A LOCATION OF YOUR CHOICE AND WE WILL CHARGE YOU FOR ONE MONTH OF STORAGE PLUS THE DELIVERY FEES (ONLY PICKUP IS FREE).

WHAT HAPPENS IF THE ITEMS ARE NOT READY WHEN YOU ARRIVE OR IF I AM LATE FOR A STORAGE VISIT

PLEASE HAVE ALL INVOLVED PARTIES AND ITEMS READY WHEN THE COURIER ARRIVES, There is a $5.99 per 5 minutes waiting fee for deliveries or storage visits.

WHAT HAPPENS IF A PAYMENT IS LATE?

There is a $25 late after 10 days of storage without payment and your items will be placed on auction after 30 days without payment.

DO YOU OFFER PACKING

All items must be securely WRAPPED, sealed and lids securely fastened. There will be a $9.99 packing fee for each item we have to pack or repack.

WHAT IF i NEED TO VISIT STORAGE TO RETRIEVE ITEMS?

with your storage there is one 15 minute visit per month to our storage facility, call us to schedule.