Frequently Asked Questions
How It Works
Besides the monthly rental, are there any additional fees I need to know about?
- Pick-ups are included free of charge. Returns are $25 per delivery no matter how many items we carry.
- Pickup/Delivery cancellations must be more than 24 hours before the scheduled time or we will charge a cancellation fee of $25.
- If we come to your place at the scheduled time and no one is available, we will charge a no-show fee of $25 (plus any additional fee for deliveries to outlying areas).
How do I cancel my pick up or delivery?
If your schedule changes or you will be unable to meet us, you can cancel your reservation online or by calling us at 1-888-211-5378 (1-888-211-KEPT).
Cancellations must be more than 24 hours before the scheduled time or we will charge a cancellation fee of $25. If we come to your place at the scheduled time and no one is available, we will charge a no-show fee of $25 (plus any additional fee for deliveries to outlying areas).
How do I order?
Go to our website and press any ‘Book Now’ button to place an order. First create an account if you haven’t already.
Select the number of bins you will need, as well as the number of bulky items you wish to store (bulky items must be under 50 lbs and able to be carried by one person).
Book a time convenient to you for us to deliver bins. If you can pack them while we wait (20 minute limit) then you’re done ordering. If you will need longer than 20 minutes to pack them, you can also schedule a second date for us to come pick up your packed bins.
What happens after I order?
At the time scheduled, we will deliver empty bins with unique QR codes for tracking, individually numbered, tamper evident zip ties to lock them up, and a welcome package.
We will also supply bubble wrap and tape free of charge if you need them.
Once your bins arrive, pack them the way you want to. You can keep track online of what you put in each bin (including taking pictures) so you will know which ones to call home when you need them. Don’t worry, only you can see what is in your list of stored items.
How do I get my stuff back?
To get your stuff back, just pull up your account and look for your bulky items or the bin(s) containing the things you need. Book a time through our website or call us and we will schedule a time to deliver them back to you.
What if I only want some of my stuff back?
That’s the beauty of Kept. Just select the items you want to come back now, click on the schedule button, pick a time, and those items will show up at your door again. We’ll keep the rest until you’re ready for them. Return deliveries are $25 regardless of how many items we bring you.
What if I change my address?
No problem. Simply log in and update your address on your account. As long as you are still in our delivery area, we will deliver to that address instead.
Costs And Billing
What are my payment options?
Kept accepts all major credit and debit cards.
Packing And Storing
What are your guidelines for storage?
Check out our Guidelines For Storing Your Stuff With Us.
What is the size of my bins?
27”long x 17” wide x 12” high.
What about things that don’t fit in bins?
We will pick up and store items that are under 50 pounds and can be carried by one person. Like the stuff you put in your bins, it’s your job to prepare them for storage, so think about whether they need to be boxed. wrapped, bagged or otherwise protected before we pick them up. We will not be responsible for damage to items resulting from inadequate protection.
Do you sell locks?
No. We will provide individually numbered, tamper evident zip ties free of charge, or you can use your own locks on your bins.
How about bubble wrap and tape?
We will have bubble wrap and tape on hand free of charge if you need it.
What are some things I can’t store?
Perishables, liquids, explosives, flammables, and anything illegal to possess under federal or state law.
Where will my stuff be stored?
Your bins and bulky items will be stored in a dry, climate controlled, state-of-the-art storage facility with 24/7 video monitoring and Police and Fire department alarm monitoring. We keep our facilities pest free. Locations are: Cincinnati – 4861 Spring Grove Avenue
Can I come see my stuff? Can I pick it up myself?
Unfortunately, for liability reasons and to ensure the security of your items, we cannot allow customers access to our storage areas. If you need your things, please go online or call us to schedule a return.
Insurance
Do you provide insurance?
Yes. Each bin or bulky item is automatically insured up to $250. This basic insurance comes complimentary with all of our services but you can upgrade your insurance coverage by paying an additional monthly fee.
Basic coverage: $250 per item in coverage (included in your subscription)
Better coverage: $15 for $1,000 in coverage per item
Best coverage: $25 for $2,000 in coverage per item