URBIN Help Center
Everything you need to know about your URBIN experience. Find clear answers to common questions regarding booking, urban logistics, and our facilities.
What do you need help with?
Choose a category below to browse frequently asked questions tailored to your specific needs.
general
URBIN's Smart Storage solution offers a modern and convenient twist to conventional storage methods. Instead of you going to a storage unit, our expert team comes to you, professionally handles your belongings, and safely transports them to our secure facility. Through our innovative online portal, you can view a digital catalog of your stored items anytime. When needed, you can schedule delivery of specific items or add more to your storage account. Begin by choosing the space size that fits your needs or the exact items you would like to store, and experience a hassle-free and personalized storage journey with URBIN.
To see how to book storage by the space, follow these written steps:
Step 1: Start Your Quote
Navigate to the "Get Started" page and click Get Storage Quote.
Step 2: Choose Your Storage Type
Select Storage by Space. This option is ideal if you are storing a larger volume or the contents of multiple rooms and want to reserve a dedicated unit size.
Step 3: Select Storage Space
Choose the specific storage space size you need from the visual grid (ranging from a 5' x 5' closet size up to a 10' x 50' for a 5-bedroom home). Keep in mind that your rate is based on the total space you reserve for your inventory.
Step 4: Set Up Your Storage Details
If you need our durable containers, use the "Packing with bins" section to select exactly how many you require. Give your storage a name to keep it organized, then select your preferred duration plan (e.g., Pay as you go, 3+ months, or 7+ months).
Step 5: Choose Address and Date
Enter your exact pickup location, including your apartment number and elevator access. Then, select a convenient date and time window for your pickup appointment (and your empty bin drop-off, if requested).
Step 6: Create Account and Add Payment Options
If you are a new customer: Enter your contact details to create your URBIN account, then securely add your preferred credit card to set up your billing profile.
If you are a returning customer (logged out): Click Log in to sync the reservation to your existing account.
If you are already logged in to your account: Your account details will be applied automatically.
Step 7: Review Summary and Book
Review your complete order, double-checking your selected storage space, appointment schedule, and the final price breakdown. Check the box to agree to the terms and conditions, then click the Let's book button to secure your reservation.
To see how to book storage by the item, follow these steps:
Step 1: Start Your Quote
Navigate to the "Get Started" page and click Get Storage Quote.
Step 2: Choose Your Storage Type
Select Storage by Item.
Step 3: Select Items and Choose a Storage Plan
- Build Your Inventory: Click the Select items button to open the visual catalog. Browse by category and click Add on the specific pieces you want us to pick up. You can adjust the quantity for each item. Once your list is complete, click the orange Select button at the bottom to confirm.
- Set Up Your Storage Details: If you need our durable containers, use the "Packing with bins" section to select exactly how many you require. Give your storage a name to keep it organized, then select your preferred duration plan (e.g., Pay as you go, 3+ months, or 7+ months).
Step 4: Choose Address and Date
Enter your exact pickup location, including your apartment number and elevator access. Then, select a convenient date and time window for your pickup appointment (and your empty bin drop-off, if requested).
Step 5: Create Account and Add Payment Options
If you are a new customer: Enter your contact details to create your URBIN account, then securely add your preferred credit card to set up your billing profile.
If you are a returning customer (logged out): Click Log in to sync the reservation to your existing account.
If you are already logged in to your account: Your account details will be applied automatically.
Step 6: Review Summary and Book
Review your complete order, including your storage details, appointment schedule, and the final price breakdown. Check the box to agree to the terms and conditions, then click the Let's book button to secure your reservation.
Smart on-demand storage services by URBIN have revolutionized the traditional storage industry by offering a more flexible, efficient, and user-friendly approach. We provide service right to your doorstep within our operational zones.
- Simplified Storage Experience: Traditional storage often comes with hidden fees, inflexible terms, and the inconvenience of traveling to and from storage units. We aim to streamline this experience, making it effortless and efficient for our customers.
- Digital Booking: You can use our online platform to select items you wish to store. Choose from an extensive menu organized by space or furniture type, or select the specific storage space size you need.
- Flexible Plans: URBIN offers pay-as-you-go, month-to-month plans for ultimate flexibility. Discounts are also available for longer storage durations.
- Transparent Pricing: There are no hidden fees. All storage facilities are highly secure and climate-controlled.
- Packing Options: Customers can pack their items in their own boxes or request our durable URBIN bins before their booked appointment. If needed, URBIN also offers professional packing services for an additional fee.
- Pickup Service: Once packed, simply schedule your pickup. URBIN professionals will arrive to collect and transport your items.
- Digital Tracking: Items are assigned a QR code for easy tracking. They are photographed and cataloged upon arrival at the storage facility. Customers can access an online visual inventory of their stored items 24/7.
- Easy Retrieval: If you need your items back, log in to your digital inventory account and request a doorstep delivery for specific items.
This approach provides a tech-forward solution that prioritizes convenience. It eliminates the traditional hassles associated with self-storage and offers a modern, highly reliable experience.
At URBIN, we ensure that your items are stored securely in a dedicated space within our technology-powered warehouse facility (similar to an Amazon logistics center). Our facilities are temperature-controlled, strictly monitored, and efficiently organized.
Absolutely. At URBIN, the security of your belongings is our top priority. We are committed to treating your items with the utmost care and precision.
Every storage reservation includes our Standard Basic Protection, which offers coverage at $0.60 per pound at no extra cost. If you require enhanced protection, you can upgrade your monthly plan (when offered). We recommend reviewing our Terms of Service for detailed insight into our coverage policies and eligible items.
For security and safety reasons, public access to our warehouse facilities is restricted. If you need to drop off or collect your belongings personally, opting for a self-service appointment is the best method. For further inquiries or to arrange an appointment, please reach out to the URBIN Support Team.
URBIN's storage centers prioritize security above all else. Our facilities are strictly off-limits to the general public and are monitored by staff and cameras around the clock. Every location is equipped with state-of-the-art access control and safety systems. Rest easy knowing your belongings are protected by URBIN's security measures.
At URBIN, we offer two flexible storage options to perfectly match your specific needs:
Storage By Item
How It Works: You only pay for the individual pieces you store. Each item is inventoried, and your monthly rate is calculated based purely on the quantity and dimensions of those specific items.
Ideal For: Customers who have a smaller number of pieces, or who want a cost-effective solution with highly detailed digital tracking.
Example: Storing a few pieces of furniture, seasonal boxes, or individual appliances.
Storage By Space
How It Works: You reserve a dedicated footprint in our facility. Your monthly rate is a flat fee based entirely on the dimensions you book, meaning you pay for the reserved space whether it is full or not.
Ideal For: Customers handling a large volume of items, or those who want the flexibility to frequently swap items in and out without their monthly rate changing.
Example: Storing the entire contents of a 1-bedroom apartment during a home renovation.
If you are unsure whether Storage by Space or Storage by Item is the right fit, our platform can do the math for you. Simply use our built-in Help me pick tool to find the most cost-effective solution:
Step 1: Access the Tool
Navigate to the "Get Started" page and click Get Storage Quote. From the options provided, select Help me pick.
Step 2: Select Your Items
Click the Select items button to open the visual catalog. Browse by category and click Add on the specific pieces you want us to pick up. You can adjust the quantity for each item. Once your list is complete, click the orange Select button at the bottom to confirm. If you need our durable containers, go to the "Packing with bins" section and click the Add button to choose exactly how many you need.
Step 3: Get a Smart Recommendation
Our system will instantly analyze your list, compare both services, and highlight the option that provides the best value and efficiency for your specific load.
Step 4: Confirm and Continue
Once you click Continue on your preferred choice, you will be seamlessly directed to the correct booking page. To save you time, the system will automatically pre-select your customized item list or the recommended storage space, allowing you to complete your reservation effortlessly.
Yes, URBIN offers specialized disposal services for items you no longer wish to keep. Disposal appointments can be customized based on the specific volume of items you need removed. To request a quote and schedule a disposal appointment, please contact our customer service team.
You can reach our Customer Support team through the following channels:
- Phone or Text: (212) 390-5454
- Email: support@urbinstorage.com
- Live Chat: Available directly on our website.
Pricing
The cost of your pickup or delivery appointment is based on an hourly rate, which is determined by the total volume of your items (measured in cubic feet) and the size of the required vehicle. The final appointment fee is calculated based on the actual time our team spends completing your service.
Your appointment fee is processed using the registered card right after your pickup or delivery appointment is fully completed. This ensures you are charged for the actual time our team spent on your service.
All appointment fees are processed securely through your registered card after your appointment is completed. We do not accept cash payments for service fees. However, if you wish to express your appreciation for their service, you are welcome to offer a cash tip directly to the URBIN team.
During your delivery, you are allotted a 20-minute window to unpack our durable bins. If you require more time, you must schedule an empty bin pickup appointment in order to keep the bins with you.
Once the appointment is scheduled, you may keep the bins at no additional cost for up to 7 days. If you need to keep them for longer than 7 days, a $1/day fee per bin will apply for each extra day. Alternatively, if you find the bins useful and wish to keep them permanently, you may purchase them for $50 per bin.
A storage duration plan is the predetermined length of time you agree to store your items with URBIN. All plans are billed on a monthly basis, but committing to a longer duration secures a higher monthly discount.
URBIN offers three distinct tiers:
- Flex plan (pay as you go): Offers maximum flexibility with no long-term commitment. You can close your storage and move your items out at any time without penalty.
- Basic (3+ months): Provides a discounted monthly rate (saving you up to 25%). This plan requires a minimum 3-month commitment. You can close your storage anytime after 3 months, or you may close it early by paying the remaining balance of the 3-month term.
- Ultimate (7+ months): Secures our highest monthly discount (saving you up to 50%). This plan requires a minimum 7-month commitment. You can close your storage anytime after 7 months, or you may close it early by paying the remaining balance of the 7-month term.
The delivery fee for individual items or bins is determined by the total volume of your items and the distance to your delivery location. A base fee applies for deliveries within our standard service zones. You can calculate your estimate by starting to schedule a delivery appointment.
Note: Additional charges may apply for expedited requests. If you require an urgent delivery or have a highly specific order, please contact our customer service team for a custom quote.
You can easily monitor your storage utilization directly from your URBIN dashboard:
Step 1: Log in to your URBIN account.
Step 2: From your Home dashboard, locate your active storage in the "Storages" section and click on it.
Step 3: View the "Storage Space Utilization" bar. This visually displays how much of your reserved space is currently occupied based on your digital inventory.
Need More Space? If you are getting close to your capacity limit, you can easily upgrade your storage size. Simply click the Change Storage Space button located directly beneath the utilization bar and select a larger space from the dropdown menu to accommodate your items.
If a monthly storage payment is missed, our system follows a standard procedure to help you bring your account current:
- Reminder Notifications: You will receive automated email reminders notifying you of the overdue balance.
- Grace Period & Late Fees: A brief grace period is provided to update your payment method. If the balance remains unpaid after this window, a standard late fee will be applied.
- Account Restrictions: Continued non-payment will result in a temporary hold on your account, restricting access to your digital inventory and physical items until the balance is resolved.
- Lien Process: As a final resort, after an extended period of non-payment and multiple failed contact attempts, URBIN may legally initiate a lien process to recover the unpaid balance.
If you anticipate a payment issue, please reach out to our support team proactively so we can assist you.
You can easily review your active plan, duration, and monthly fees directly from your account.
Option 1: Quick View from the Home Dashboard
Log in to your URBIN account. On your Home dashboard, locate the Storages section. Each storage card immediately displays your current plan type, duration (end date), and monthly fee at a glance – no clicking required.
Option 2: Detailed View via the Navigation Menu
Step 1: Click on My Storages in the left-hand navigation menu for a dedicated overview of all your active storages.
Step 2: To view deeper billing details, active billing cycles, or payment history, click the Open button on a specific storage card (or click directly on a card from the Home dashboard) and select the Subscription tab.
Yes, URBIN offers up to three tiers of protection options to safeguard your belongings while in storage. Basic Protection is included for all accounts, while Premium and Platinum can be selected when offered in your account. These plans provide varying levels of coverage against potential risks. You can select the protection plan that best suits your inventory value prior to your initial storage appointment. For detailed plan options and pricing, please contact our customer service team.
URBIN provides up to three protection plans for your stored items. Please note that while Basic Protection is included for all accounts, our expanded Premium and Platinum tiers are rolling out progressively and can be selected when offered in your account prior to your initial appointment:
- Basic Protection (Complimentary): Currently available for all users. Compensation is based on item weight rather than actual value, providing $0.60 per pound per item (e.g., if a damaged item weighs 10 lbs, the total protection allocated is $6.00).
- Premium Plan ($15/month — When Available): Provides coverage up to $1,500 for lost or damaged items. This plan reimburses for either the actual cash value or repair costs up to the maximum limit.
- Platinum Plan ($25/month — When Available): Our highest level of protection, providing coverage up to $2,500. This reimburses for either the actual cash value or repair costs up to the maximum limit.
account
You can access your URBIN account by following these steps:
Step 2: Enter your registered email address and password, then click the Login button.
Note: If you are an URBIN Partner, please use the provided Partner Login. If your account was created prior to September 28, 2023, please use the Old Account Login.
To modify your basic details, such as your name, phone number, email or password:
Step 1: Log in to your URBIN account and navigate to the Account section.
Step 2: Click the pencil icon next to the specific information you wish to update.
Step 3: Enter your new details and click Save to apply the changes.
Step 1: Log in to your URBIN account and navigate to the Account section.
Step 2: Select the Cards section.
Step 3: Click the Add Card button.
Step 4: Enter your new payment information and click Add card to save your details securely.
At this time, URBIN accounts are exclusively designed for a single primary user to ensure the highest level of security for your personal details and digital inventory.
While you cannot currently add authorized users or grant direct account access to family members, our development team is actively working on a secure multi-user feature. This enhancement will be rolling out in a future update to help you easily collaborate on managing your stored items.
You can cancel your active subscriptions via your online account management. Your URBIN account will automatically become dormant once the following conditions are met:
- All belongings have been retrieved from storage.
- All empty URBIN bins have been returned via a scheduled pickup appointment.
- All outstanding commitments or due bills are paid in full.
After completing your final delivery and bin pickup, no further action is required to deactivate your account. You may reactivate it at any time simply by logging back in and creating new storage.
Your URBIN account provides a comprehensive suite of tools to fully manage your digital inventory, storages, and logistics:
- Account Management: Access your profile to easily update your personal information, manage payment methods, and edit your saved addresses.
- Managing Storages: Create new storages, edit your existing ones, and seamlessly add items to your reserved space directly from your Home dashboard or from the My Storages tab.
- Viewing Your Items: Click the Items tab in the left-hand navigation menu to view your complete digital inventory. From here, you can track the current location of every item, see exactly which storage it belongs to, and check its latest appointment status. By clicking the three-dot menu next to any item, you can also upload custom photos and add personalized notes or searchable tags.
- Booking Appointments: Schedule a new pickup, delivery, or move directly from your Home dashboard or the Appointments tab. You also have the flexibility to manage your scheduled appointments and see the details and status of each one directly from this section.
You can review your complete billing history, subscriptions, and invoices directly from your account by navigating to Billing in the left-hand navigation menu. From there, you can explore three dedicated tabs:
Subscriptions Tab: Displays a list of all your active storage subscriptions. Click the eye icon next to any specific subscription line to open a detailed view, which includes your current billing period, upcoming invoice, and past invoices associated with that storage.
Appointment Payments Tab: Switch to this tab to view a complete history of all payments related specifically to your appointments.
Invoices Tab: Select this tab to access a comprehensive list of all generated invoices across your entire account.
items
Option 1: Quick Access from your Dashboard
Step 1: Log in to your URBIN account to view your Home dashboard.
Step 2: Locate the "Storages" section and click directly on the specific storage you want to view.
Step 3: In the window that opens, click the Items tab to see your full inventory.
Option 2: Access via the Navigation Menu
Step 1: Log in to your URBIN account and click on My Storages in the left-hand navigation.
Step 2: Select the specific storage you want to review from your list by clicking the “Open” button.
Step 3: In the window that opens, click the Items tab to see your full inventory.
Follow these instructions to see how to edit and add new tags:
Step 1: Log in to your URBIN account and navigate to Items in the side menu.
Step 2: To modify an item's tag, click the three dots located on the right side of the item card and select Edit from the dropdown menu.
Step 3: A window will appear, allowing you to delete existing tags or add new ones. To create a new tag, enter the name in the tags field and choose Create. Click Save to apply the changes.
Step 4: You can now easily locate specific items by typing your new tag keyword into the search box on the navigation bar or in the Tags field above the item list.
Step 1: Log in to your URBIN account and navigate to Items in the menu.
Step 2: Click on the Tags input field. You can search using broad categories (like "boxes and bins") or type in a custom tag you previously created.
Step 3: Select the tag from the dropdown, and all items assigned that tag will instantly appear on your screen.
Every item you store with URBIN is automatically tagged and logged in your digital inventory. To add custom notes:
Step 1: Log in to your URBIN account and navigate to the Items tab.
Step 2: Locate the individual item you wish to update, click the three-dot menu next to it, and select Edit.
Step 3: In the editing window, enter your personalized notes in the Notes field. Click Save to apply your changes.
URBIN’s digital inventory system provides a streamlined way to visually manage your stored belongings:
- Facility Processing: When your items—whether individual pieces or packed URBIN bins—arrive at our facility, they are securely photographed.
- Inventory Updates: These photographs are promptly uploaded and attached to the corresponding entries in your Items tab, providing a complete visual reference of your stored belongings alongside your existing digital tracking.
- Simple Retrieval: To request items back, you can initiate a return delivery directly from your Home dashboard, or navigate to the Items tab, select the specific items you need, and schedule a delivery appointment.
Note: For privacy and safety reasons, URBIN will never open or photograph the interior contents of your packed boxes or bins without explicit written instructions from the user. Please contact customer service for specific inventory requests.
To upload custom photos for your stored items, navigate to the Items tab in your left-hand menu. You can access the image upload window using either of these two methods:
Quick Upload: Locate the specific item, click the three-dot menu next to it, and select Upload Custom Image.
Via the Edit Menu: Locate the specific item, click the three-dot menu, select Edit, and click the large + (plus) button in the image section.
Once the upload window is open, follow these steps to add and save your image:
Step 1: Drag and drop an image file, click the center area to select a file from your device, or click the Camera button to take a new photo.
Step 2: Once your image is selected or captured, click the Upload button.
Step 3: Click the star icon to set the image as the default view, then click the Set Image button to confirm.
Step 4: If you used the Edit Menu method, click Save to finalize your changes.
Yes, our digital inventory system allows you to fully customize the details of every item you store using Notes and Tags:
- Notes (Detailed Descriptions): Use this field to add specific descriptions or extra information about an item, such as noting the contents of a packed box (e.g., "Contains fragile glassware and silver cutlery").
- Tags (Categorization & Search): Apply custom labels to categorize your belongings (e.g., "Kitchen," "2023 Tax Documents"). These tags act as searchable keywords, allowing you to instantly filter and locate specific items in your dashboard without browsing manually.
- Full Control: You can edit, update, or remove your notes and tags at any time directly from your account.
(For step-by-step instructions, please refer to: How do I add tags to my stored items? and How do I add custom notes to my items in URBIN?)
If you are unable to view your item photos within the Items tab, please try the following troubleshooting steps:
- Log Out and Log Back In: Log out of your URBIN account completely and log back in to refresh your active session.
- Clear Browser Data: Clear your browser’s cache and cookies, or try accessing your account from a different web browser.
- Network Stability: Ensure you have a stable internet connection, as high-resolution images require sufficient bandwidth to load properly.
- Check for Updates: If using the URBIN mobile app, ensure you have the latest version installed.
- Device Compatibility: Ensure the device and operating system you are using are up to date. Some older devices or unsupported systems may experience difficulty rendering the digital inventory correctly.
If the issue persists, please contact our customer support team with details about the device and browser you are using, and we will promptly assist you.
If you discover that an item was damaged while in URBIN's care—whether in transit or at our storage facility—please follow these steps to initiate a review:
- Report Promptly: Contact our customer service team immediately to report the damage and open an inquiry.
- Document the Damage: Take clear, high-resolution photographs of the damaged item. This visual evidence is required for our review process.
- Provide Details: Supply our team with the timeline, your appointment details, and any additional information our customer service team may request to assist with the investigation.
- Review Process: Our claims team will investigate the incident and guide you through the resolution process based on your selected protection plan.
appointment
Yes. Our URBIN crews are trained in safely transporting your items and are skilled in basic furniture reassembly. When scheduling your delivery appointment, simply add a note regarding any specific furniture pieces that require reassembly. Our team will arrive prepared with the necessary tools to set your items up exactly where you want them.
Yes. When our team arrives, simply direct them to the specific rooms or areas where you would like your items placed. Please note that for safety and liability reasons, once an item is placed in its designated spot, our crew cannot move it again. Additionally, to protect your property and our staff, we do not maneuver items through windows or navigate highly intricate or unsafe staircases.
You can easily schedule a pickup appointment using either of these two methods from your account:
Option 1: On your Home dashboard, click the Deliver Items To Storage button.
Option 2: Navigate to the Appointments tab, click the Create button, and select Create Storage Appointment.
Completion Steps (for both options):
Step 1: Select pickup from the "Appointment Type" dropdown menu (this will be pre-selected if started from the Home dashboard), choose your preferred date and time slot, confirm your exact address and elevator/floor details, verify your payment card and click the Next button.
Step 2: Choose the specific items you wish to send to storage, then click the Next button.
Step 3: Review your appointment details and price breakdown. Check the box to agree to the terms and conditions, then click the Create button to finalize your booking.
You can easily schedule a delivery appointment using either of these two options from your account:
Option 1: On your Home dashboard, click the Receive Items From Storage button.
Option 2: Navigate to the Appointments tab, click the Create button, and select Create Storage Appointment.
Completion Steps (For Both Methods):
Step 1: Select delivery from the "Appointment Type" dropdown menu (this will be pre-selected if started from the Home dashboard), choose your preferred date and time slot, confirm your exact delivery address and elevator/floor details, verify your payment card and click the Next button.
Step 2: Choose the specific items you wish to receive from storage, then click the Next button.
Step 3: Review your appointment details and price breakdown. Check the box to agree to the terms and conditions, then click the Create button to finalize your booking.
Yes, you have full control over scheduling. During the booking process in the Appointments tab, you will be prompted to select from available calendar dates and choose a specific time block that best fits your schedule.
Yes, our team can manage the disposal of unwanted items during your scheduled appointment. Please inform the URBIN crew upon their arrival regarding which specific items you wish to discard. For detailed information on disposal services, please contact our customer support team prior to your appointment date.
A Certificate of Insurance (COI) is an official document detailing URBIN's insurance coverage and liability protections. If your pickup or delivery is taking place in a residential or office building, we highly recommend checking with your building management to see if a COI is required for movers.
Note: Generating a COI can take between 24 to 72 hours. Please contact our customer support team with your building's specific COI requirements as far in advance as possible.
To schedule an empty bin pickup, please follow these steps:
Step 1: Navigate to the Appointments tab, click the Create button, and select Create Storage Appointment.
Step 2: Select empty bin pickup from the "Appointment Type" dropdown menu. Choose your preferred date and time slot, confirm your exact pickup address and elevator/floor details, verify your payment card and click the Next button.
Step 3: Choose the specific empty URBIN bins you wish to return, then click the Next button.
Step 4: Review your appointment details, check the box to agree to the terms and conditions, then click the Create button to finalize your booking.
Pro Tip: If you are currently receiving a delivery, our crew can wait up to 20 minutes while you unpack your URBIN bins. This allows you to hand them right back to our team without needing to schedule a separate empty bin pickup appointment.
Yes, URBIN provides direct, point-to-point moving services. We offer the flexibility to transport your furniture and belongings directly from your current location to a new home, office, or any other designated address within our service area, without requiring the items to enter our storage facility first.
Please specify your exact pickup and drop-off addresses when scheduling your service so our team can seamlessly tailor our logistics to your specific moving needs.
We strive to offer comprehensive delivery coverage to meet your logistical needs:
- Standard Service Area: We deliver to most residential and commercial addresses within our primary operating regions.
- Service Verification: Prior to scheduling, you can verify if your desired destination falls within our standard radius via our website or by contacting customer support.
- Special Requests: If you require delivery to a location outside of our standard service area, please reach out directly. We evaluate extended-range deliveries on a case-by-case basis.
- Tracking: Regardless of the destination, all scheduled deliveries include confirmation and tracking details so you can monitor your items' arrival.
To ensure a highly efficient pickup or delivery process, please review the following preparation checklist:
- Inventory Check: If scheduling a pickup, know exactly which items are going into storage so nothing is left behind.
- Secure Packing: Pack items securely in sturdy boxes or URBIN bins. Wrap fragile items carefully and clearly label any personal boxes.
- Clear Access: Ensure there is a clear, unobstructed path for our crew to safely move items through hallways, driveways, or stairwells.
- Special Instructions: Update your appointment with any necessary gate codes, parking rules, or freight elevator reservations in advance.
- Verify Details: Check your URBIN account to confirm your phone number and exact address are up-to-date.
- Availability: Please be present during your scheduled time block. If you cannot be there, simply arrange for someone you trust to manage the appointment on your behalf.
If an item from your delivery appointment was not delivered, please contact our customer support team immediately to initiate an inquiry.
Reach out via live chat, email, or our dedicated phone line. Please have your appointment and the specific item details ready. Our logistics team will promptly track the item's location and work to resolve the discrepancy as quickly as possible.
Yes, gratuity can be managed entirely through our digital platform for your convenience:
- Post-Service Prompt: Once your appointment is successfully completed, you will receive a digital service confirmation.
- Select Amount: Within this confirmation, you will find an option to easily add a tip for the crew based on your satisfaction.
- Secure Processing: The tip will be processed securely using the payment method on file, eliminating the need for cash transactions on site.
Note: Tipping is entirely optional and at your discretion, but always appreciated by our hardworking crews.
Yes, you can easily remove items from the inventory list of an upcoming appointment:
Step 1: Open the scheduled appointment (accessible from your Home dashboard or the Appointments tab).
Step 2: Navigate to the Items tab within the appointment window, select the specific item(s) you no longer need collected or delivered, click the Manage button and select Remove From Appointment.
Note: If you are modifying your appointment within 24 hours of the scheduled start time, please contact customer support directly to ensure our crew is updated.
Yes, you can add items to an upcoming pickup appointment. The steps depend on whether you are adding an item that is already in your URBIN inventory, or adding a new item to your storage.
To add existing items (already in your inventory):
Step 1: Open the scheduled appointment (accessible from your Home dashboard or the Appointments tab) and navigate to the Items tab within the appointment window.
Step 2: Click the Add button to choose items you want to add.
Step 3: Select the items you want to include from your list and confirm your changes by clicking the Add button.
To add completely new items (not yet in your inventory): You must first add the new items to your storage before attaching them to the appointment.
Step 1: From your Home dashboard, click the Add Item To Storage button and select your preferred storage.
Step 2: In the dialog window, click Select items to choose your new items from the catalog, then click Select.
Step 3: Verify your pickup address in the provided field. Under the "Appointment" section, use the dropdown menu to select your currently scheduled pickup appointment or create a new one and click the Add button to save your changes and update your appointment.
You can manage your appointment schedule directly from your dashboard. To reschedule, you will use the "Edit" function:
Step 1: Open your appointment details from either your Home dashboard or the Appointments tab and click the three-dot menu icon in the top right corner. Select either the Cancel or Edit option.
Step 2: If you select Edit, adjust your appointment date and time slot. You can also update the appointment title, notes, and your payment card. Click the Save button to save your changes.
Step 3: If you select Cancel, click the Cancel Appointment button.
Cancellation Policy: Canceling an appointment 3 or more days before the scheduled date is free. If your appointment is less than 3 days away, the system will lock your ability to reschedule, and cancellations will incur a fee. Please contact our customer support team directly to handle any modifications within this timeframe.
While URBIN operates primarily as a full-service storage solution, we do accommodate self-appointments for clients who prefer to transport their own items.
- Advance Scheduling: All self-appointments must be scheduled in advance through our support team to ensure our facility staff is prepared for your arrival and your items are staged.
- Facility Protocol: Upon arrival, our warehouse staff will assist you in safely receiving or releasing your items. You must adhere to all provided safety guidelines while on the premises.
- Self-Appointment Fee: A nominal fee applies to self-appointments to cover the labor costs of retrieving and preparing your items from the secure warehouse floor.
Please contact our customer service team to review facility operating hours and book a self-appointment slot.
Choosing between our full-service logistics and a self-appointment depends entirely on your preferences and capabilities. Consider the following factors:
- Logistics & Labor: Our full-service option handles all heavy lifting, transportation, and navigation. Self-appointments require you to supply the vehicle, labor, and safe handling for your items.
- Schedule Flexibility: Full-service appointments offer broad calendar flexibility. Self-appointments are strictly bound to our facility's specific operating and staging hours.
- Cost Comparison: While self-appointments bypass URBIN's transport fees, they incur a warehouse staging fee. Be sure to compare URBIN's standard appointment rate against this staging fee plus your own vehicle rental and time costs.
- Item Volume: For single, manageable items, a self-drop-off may be highly efficient. For large furniture or multi-box inventories, our professional transport is highly recommended.
When retrieving your items directly from our facility, please be aware of our equipment policies:
- Returning URBIN Bins: Any URBIN bins associated with your inventory must be unpacked and returned to our staff during your appointment. If you prefer to keep the bins permanently, they will be billed to your account at $50 per bin.
- Protective Blankets & Liability: Our moving blankets are used strictly for internal transit and storage. During a self-pickup, our staff must remove the blankets to perform a final condition inspection before releasing the items to you. You are responsible for bringing your own packing materials to transport the items home.
- Waiving Inspection: If you choose to keep your items wrapped in our blankets for easier transport, you waive the right to a condition inspection. URBIN will not be held liable for any damages discovered after the items leave the facility. Retained blankets will be billed to your account at $30 per blanket.
Yes, you may authorize a third-party moving service to execute a drop-off or pickup at our facility on your behalf, provided the following requirements are met:
- Advance Notice & Authorization: Please notify URBIN customer support in advance and provide a simple written authorization naming the specific moving company. This helps us ensure that only your trusted team is permitted to access your inventory.
- Certificate of Insurance (COI): To guarantee a smooth check-in process, your moving company must submit a valid Certificate of Insurance (COI) prior to the appointment. Please note that for safety and liability reasons, we cannot grant them access to the facility without this document.
- Scheduling: Schedule your self pickup or delivery appointment as you normally would, ensuring you provide the date and time to the moving company.
- Equipment Transfer: Please ensure your movers are equipped with their own packing materials and moving blankets. To help you avoid any unexpected charges, keep in mind that URBIN’s protective equipment cannot leave the facility without incurring a purchase fee.
To help protect your items during transit and storage, please follow these professional packing guidelines:
- Distribute Weight: Place heavy items at the bottom of the bin to create a stable base, and place lighter, more delicate items on top.
- Protect Fragiles: Wrap all breakable items or electronics individually using bubble wrap, packing paper, or soft textiles. Ensure electronics are powered down and cushioned.
- Eliminate Empty Space: Items shift during transit. Fill any remaining gaps in the bin with packing paper or soft materials to prevent internal movement and potential damage.
- Do Not Overpack: Bins should not be excessively heavy, and the lid must be able to close completely flat without force. Overpacked bins cannot be stacked safely.
- Categorize and Document: Group similar items together (e.g., all kitchenware in one bin) and utilize the "Notes" and "Tags" features in your URBIN digital inventory to document the contents of each bin before sealing it.
No, you are not required to use URBIN bins. While we offer our durable, standardized bins for convenience and added protection, you are fully welcome to use your own cardboard boxes or plastic containers. We simply require that any personal boxes used are sturdy, in good condition, and securely taped shut to help protect your items during transport.
Estimating your required volume is straightforward when you understand the dimensions of our containers:
- Bin Dimensions: A standard URBIN bin measures 18" W x 28" L x 14" H (roughly the capacity of a large travel suitcase).
- Assess by Category: Dense, smaller items (books, kitchenware) pack highly efficiently, whereas bulky textiles (winter coats, heavy bedding) will consume bin volume rapidly.
- Allow for Safe Packing: Factor in leaving empty space at the top of the bin to ensure the lid closes completely flat without pressure.
- The 'Box Test': If you are unsure about the capacity, try a quick test run. Find a standard cardboard box with roughly the same dimensions as a URBIN bin and practice packing your items inside. This provides a highly effective, real-world sense of the space.
- Buffer Your Estimate: If you are unsure of the exact number, it is always recommended to request 1 or 2 extra bins. You are only charged for the space you ultimately use.
URBIN provides a comprehensive range of packing materials to help prepare your items securely for transit and storage:
- Complimentary Transit Materials: During your pickup appointment, our crew arrives fully equipped with heavy-duty moving blankets, packing tape, and industrial shrink wrap. These materials are used to help protect your furniture and large items during transit and storage at no additional charge.
- Specialty Packing Supplies: Should your items require highly specialized protection—such as heavy-duty mattress covers, wardrobe boxes, or custom crating—we offer these premium materials for an additional fee.
Please inform our support team of any specialty packing requirements prior to your appointment so our crew arrives fully prepared.
Still Have Questions?
Our customer success team is here to provide personalized assistance. Reach out to us directly through your preferred channel:
Call or Text: (212) 390-5454
Email: support@urbinstorage.com