FAQ

General

  • What is National Storage Concierge?

    National Storage Concierge provides a premium storage service where we pick up your items that you want to store and deliver them to you when you want it back. Your belongings will be stored in a secure storage facility until you need them again. It’s the storage solution for people who don’t have time to visit storage units!

  • How does your service work?

    Depending on how many items you want to store, you choose the plan that best suits your needs.
    You then book a collection time that best suits you, and we’ll do the rest. We’ll collect your belongings from you and place it in secure storage until you tell us that you need them back. You can have one, multiple, or all your items returned to you for a single flat fee of $29 per delivery.
    Our easy to use web-app lets you take photos of your belongings and add a description for each item so you’ll always know what you have in storage. You can also order collections and deliveries at the tap of a button.

  • Why choose National Storage Concierge?

    National Storage is one of Australasia’s largest self-storage providers, tailoring self-storage solutions to over 35,000 residential and commercial customers, at more than a hundred storage centres across Australia and New Zealand.
    At National Storage, you can expect secure, clean and modern premises, together with a team of professionals trained in the exacting task of efficient and cost effective storage.

  • What are the benefits of using National Storage Concierge?

    We make storing your items so easy.
    • You don’t ever have to go to a storage facility. We’ll pick up your items and when you need them, we’ll send them back to you.
    • We do all the work (and all the heavy lifting) so you don’t have to.
    • You’ll only pay for the storage you need – instead of taking out a storage unit, you choose a plan that best suits your storage needs.
    • You’ll always know what you have in storage. Take photos as you pack and load them into your account using our simple web-app, and you’ll be able to browse these photos and item descriptions whenever you log in to your account.

  • What if I can’t remember what I’ve stored in my boxes?

    Not a problem. We have a great tool that allows you to add descriptions and photos of your stored items. Just log in to your account from any device and take photos of the contents of each box as you’re packing, tap to upload your photos and it’ll all be saved to your account ready for when you next login.

  • What do other customers store at National Storage Concierge?

    Many of our customers store seasonal clothing in our boxes. Bulky winter items can be put away in storage freeing up space for your summer wardrobe. Also favourite old clothes that may come back into fashion.
    School art and memorabilia are also popular storage items, as are children’s clothes, toys, books, and prams.
    Collectors store vinyl records, books, CDs and DVDs, comics, action figures, and more in our clean and secure storage facilities.
    Occasional use sporting equipment like ski and snowboarding gear, as well as diving equipment can be put in storage, freeing your home of clutter.
    Travellers and working holiday-makers store their stuff securely with us while they’re away and to have quick and easy access to their items when they return.

  • How much will it cost to store my items?

    We offer four different storage plans to suit your needs.  Please check the Pricing and Payment section of the FAQs for our prices.

  • What are your operating hours?

    We are open from 8am to 5pm Mondays to Fridays, 8am to 7pm on Thursdays, and from 9am to 12pm on Saturdays. We are closed on Sundays.

  • How quickly can you collect/return my items to me?

    We only need 24 hours’ notice (subject to available delivery slots) to drop off boxes for you to fill, or return your items to you. Simply log in to your account to book a delivery.

  • Can I come to your storage facility if I urgently need to pick up my items?

    Yes, if you pre-book the collection. Please call our friendly storage centre team to arrange an appropriate date and time to come to our storage centre and they will have your items ready in the storage centre office awaiting your collection. There is a fee of $29 for collections from our storage centre.

  • Which cities do you currently operate in?

    We are currently in the Brisbane city centre and are planning to expand to other cities soon.

  • This sounds great, how do I get started?

    Simply register online, choose the plan that best suits you and choose a collection within the three hour windows provided.
    You can use your own boxes or buy some from us. We even hire out strong plastic boxes with security seals.
    If you’re not sure which plan you need, just pick the one that you think best suits you and we can move you up or down depending on how much you end up storing.

Pricing and Payment

  • How much does it cost to store with NS Concierge?

    We offer 4 storage plans to suit your needs:

    Storage plansSmallMediumLarge Extra Large
    Maximum number of items
    (up to 20kg each, no bigger than a large suitcase)
    6112020
    Concierge package price (monthly) $40.00  $70.00  $120.00 $130.00
    Collection of packed boxes/itemsFreeFreeFreeFree
    Return delivery of stored items$29$29$29$29
  • How much does it cost to hire Concierge boxes for storage?

    You’re welcome to use your own boxes. If you’d like to use our strong, water resistant storage boxes, you can hire them for $2 a month each. We’ll also provide numbered security seals when you use our storage boxes.
    If you prefer, you can also buy strong cardboard boxes from us – just add them to your basket after you’ve chosen your storage plan.

  • What if I change my mind after you’ve delivered the Concierge storage boxes to my home?

    If after receiving the boxes you decide not to store your items with us, we will pick up the empty boxes for a fee of $29 (no charge when you store the boxes with us) and if you’d like to keep any of the boxes you can purchase them for $65 each.

  • What happens if I want to add more items and boxes into storage?

    Just log in to your account and click on ‘Order Boxes’ if you’d like to hire our Concierge boxes. If you have your own boxes then add one ‘bulky item’ for each item/box you’d like to store.
    Then choose a delivery date and time that suits you best.

  • How much does it cost to get my items back?

    We charge $29 per return delivery trip for unlimited boxes. (That’s cheaper than a return taxi journey!).

    If you’re only getting one or two items out of your box(es), our driver can wait up to 15 minutes for you to take your items out and reseal the boxes to return them to storage.
    Or if you’re taking the items/boxes out of storage completely then the driver can return at a later date to collect the empty boxes. There is no charge if the driver collects the Concierge storage boxes immediately, and if you’d like our driver to return at a later date to collect the empty boxes then a $29 empty box collection charge is imposed.
    If you wish to purchase the boxes you are welcome to do so – the boxes cost $65 each.

  • When do I start paying for storage?

    We’ll charge you from the day your items arrive at our storage facility. If you are storing your items for more than one month, our payment system will automatically take payment every month. You can view your monthly invoices at any time by logging into your National Storage Concierge account.

  • How do I pay?

    You can pay by Debit or Credit Card.

  • Can I pay by cash?

    No, all payments are processed online by Debit or Credit Card.

  • How do I cancel my storage?

    It’s easy, just log on to your account and schedule all your items for delivery back to you and add a note in the Delivery Instructions that you’re cancelling your storage plan.

  • Are there any cancellation fees?

    No, we’ll only charge you the standard delivery fee of $29 when you schedule your items for return delivery.

  • What happens if I ask for my boxes to be returned halfway through a month?

    You schedule your items to be returned at any time during the month, but a full month’s storage will be payable for partial months. For example, as payment for your storage is taken monthly and in advance, if you request your boxes back after your monthly payment date, there will be no refund for the remainder of that month.

Boxes and Packing

  • Is there a maximum size for my boxes?

    We accept boxes and bulky items where each item does not exceed 20kg and can be handled by one person.

    Our general guideline each item should be no bigger than your check-in luggage at the airport.

  • How much can I store in your boxes?

    Typically a box can store about 12 pairs of shoes or 50 shirts.

  • Is there a weight limit on how much I can store in each box?

    There is a maximum weight of 20kg per box so if you are storing heavy items, you may need to spread you contents over more than one box.

  • What can I store?

    You can store almost anything in the boxes as long as it’s not food (or anything perishable), living, illegal, hazardous, inflammable, explosive, or environmentally harmful.
    For a full list of prohibited items, please see our terms and conditions.

  • How will I remember what’s in my boxes?

    We have a great tool that allows you to add descriptions and photos of your stored items. Just log in to your account (you can do it from your smartphone) and take photos of the contents of each box as you’re packing, tap to upload your photos and it’ll all be saved to your account ready for when you next login.

  • Will my items be safe in your boxes?

    Our boxes are made from strong polypropylene material and will keep your items dust free and well protected. The boxes are stored in our secure warehouses and will be under 24-hour video surveillance.

  • Can I lock my boxes?

    If you use our storage boxes, we provide numbered and tamper-evident security tags for you to seal your boxes. If you’re using your own boxes, you are responsible for ensuring they are secure.

  • How long do I have to pack/unpack my boxes?

    We allow a two week window to pack/unpack your boxes.

  • Can you pack for me?

    We do not provide a packing service at this time.

Pick-up and Delivery

  • When can I schedule pick-up and delivery?

    We offer three-hour delivery/collection slots from 9am 12pm and 12pm to 3pm Mondays to Fridays, and additional slot of 4pm to 7pm on Thursdays and 9am to 12pm on Saturdays. We are closed on Sundays.
    Just log in to your account and book a delivery slot that best suits you.

  • How do I schedule a pick-up or delivery?

    Jut log in to your account using our website or web-app and choose a delivery time that suits you best.
    Our cut-off time or next day pick-up/delivery is 4pm on the day before.

  • Can I change or cancel a pick-up or delivery?

    Of course. You can change or cancel any pick-ups or deliveries up to 24 hours before your scheduled appointment. Just log in to your account and click on ‘Reschedule?’
    If you wish to cancel within 24 hours of your appointment, you must call our storage centre directly on 13 786 73 and press 3.

  • I’ve packed my boxes up. When can you pick them up?

    When you hire storage boxes from us, you also choose a collection time and date for us to collect your packed boxes. You have up to two weeks from the delivery date of the empty boxes to pack up your boxes for collection.
    Alternatively, our drivers can wait up to 15 minutes or you to pack the boxes if you only have a few things to store.

    If you’re using your own boxes, just log in to your account, select the number of Bulky Items you want to store, and book a collection slot that best suits you.

  • Can you wait while I pack or unpack my boxes?

    Yes, our drivers can wait up to 15 minutes while you pack/unpack your boxes. If you need more time, please schedule another collection at a later date.

  • Do I have to be home for pickup and delivery?

    Yes you do, and on our first visit, our delivery driver will ask for your photo ID.

  • What happens if I miss my pickup or delivery time? Will you still charge me?

    We understand that sometimes unforeseen circumstances mean that you miss appointments. We will call you half an hour before we arrive to inform you that we are on our way.  If you miss your appointment more than once, then we will bill you as provided in our agreement.

  • What if I need something from one of my boxes urgently?

    For urgent requests, you can call our storage centre directly to speak to our friendly team there. They will try to arrange a same-day delivery for you if there is a slot available, or if that is not possible, they can have the box ready for you to collect at the storage centre office.

    Please call our storage centre directly on 13 786 73 and press 3.

Security and Insurance