Refund & Returns Policy
1. Overview & how our reservation flow works
Shipping containers are large, heavy, custom-routed pieces of equipment. They are not a typical retail purchase and they cannot be handled the way you’d handle a return of clothing or electronics. This policy is written to be clear about what you can and can’t reverse at each stage of the order, in line with standard practice across the U.S. shipping-container industry.
Giant Lockbox uses a reservation model. When you click “Reserve” on this site, no money is collected. A placement expert calls you to confirm the unit, site access, delivery distance, and condition selected, then provides a final all-in quote. Payment is taken by phone after that call. Nothing about your reservation is binding until you give verbal authorization on the phone and we collect payment.
2. Cancelling a reservation (before payment)
You may cancel an online reservation at any time before payment is collected — no questions asked, no fees. To cancel, reply to the reservation email you received, or call us at (845) 343-0700.
3. Cancelling after delivery is scheduled
Once payment has been processed and a delivery date has been scheduled with our trucking partner, the following applies:
- More than 72 hours before scheduled delivery: full refund of the container price. A trucking-coordination fee of $150 may be deducted to cover dispatch work already completed.
- Within 72 hours of scheduled delivery: the container price is refundable less a 15% restocking fee, plus any non-refundable trucking deposit (typically $250–$450 depending on distance). Trucking partners begin staging the route and rolling-stock at this point and those costs are not recoverable.
- Day of delivery / after the truck has left the depot: the delivery leg is non-refundable. The container itself can be refunded less the 15% restocking fee if you refuse delivery — but the truck still has to make the trip both ways, and that cost is yours.
4. Delivery & inspection window
You — or your authorized representative — must be on-site during delivery to inspect the container before the driver leaves. A reasonable inspection should cover:
- Exterior walls, roof, and floor for holes, major dents, or rust-through
- Door operation — both doors should open, close, and seal
- Floor interior for soft spots, water damage, or unexpected stains
- Condition matches what you ordered (size, condition grade, door type)
If the container does not match the spec you ordered, or has structural damage not disclosed at sale, note it on the driver’s bill of lading (BOL) before signing and call us immediately. Damage claims raised after the driver leaves the site and the BOL is signed clean are very difficult to recover on, because the carrier is no longer on the hook.
5. Damage discovered at delivery
If you notice damage at delivery:
- Photograph it from multiple angles, with the truck still on site if possible.
- Refuse delivery, or accept it with a clear note on the BOL describing the damage.
- Call us at (845) 343-0700 the same day.
For documented at-delivery damage, we will either: (a) replace the container at no additional cost, (b) discount the container to reflect the damage if you choose to keep it, or (c) refund in full and arrange pickup at our expense.
6. Wrong container shipped
If we ship the wrong size, condition grade, or door configuration versus what’s listed on your order confirmation, that’s on us. We will swap it for the correct unit at no charge, including all freight both ways. Please flag this at delivery if possible — once you’ve accepted and used the container for storage, return options become limited.
7. New (one-trip) container warranty
New “one-trip” containers carry the manufacturer’s 1-year structural warranty against defects in materials and workmanship under normal use. The warranty covers wind- and water-tightness, door operation, and weld integrity. It does not cover cosmetic wear, surface rust developed after delivery, damage from owner modifications, damage from improper site preparation (e.g., placing a container directly on soft soil without footings), or damage from extreme weather events.
To make a warranty claim, contact us with photos and a description of the issue; we coordinate the manufacturer claim and any required parts or replacement on your behalf.
8. Used containers — sold as-is
Used containers are sold as-is, where-is. Cargo-worthy (CW) and wind-and-water-tight (WWT) grades are inspected at our depot before shipment and meet the published condition standards for that grade — meaning structurally sound, doors operational, no holes that compromise water-tightness. They are not new and will have:
- Cosmetic dents, dings, and surface rust
- Faded or patched original paint
- Existing decals, customs stickers, or shipping line markings
- Interior plywood floor wear consistent with cargo use
Those characteristics are normal for used units and are not grounds for return. If a used container fails to meet its stated condition grade at delivery (e.g., a “cargo-worthy” unit has visible holes through the roof), that’s a different situation — see section 5.
9. Modified or custom containers
Containers with modifications — paint, vents, windows, doors, electrical, insulation, partitions, lock boxes, or any custom welding work — are non-refundable and non-cancellable once production has started. Modified units are built to your specification, can’t be returned to inventory, and aren’t resaleable as standard stock.
You will receive a written modification spec and production-start confirmation before any cutting or welding begins. Cancellations up to that confirmation are subject only to the standard reservation cancellation terms in section 2.
10. How refunds are processed
Approved refunds are returned via the original payment method (credit card or ACH). Card refunds typically appear on your statement within 5–10 business days; ACH reversals can take up to 10 business days. We do not retain card or bank information on file beyond what’s required to process the original transaction and a refund of that same transaction.
11. Return shipping & restocking fees
If a return is approved that requires us to pick the container back up from your site, return freight is the buyer’s responsibility unless the return is due to our error (wrong unit shipped, undisclosed defects, etc.). Return freight is quoted at actual carrier rates and added to the deduction from your refund.
Restocking fees, where applicable, are 15% of the container price. These cover depot intake, re-inspection, possible touch-up, and re-listing the unit.
12. Disputes & contact
If you disagree with how a refund or return claim has been handled, contact us first — the fastest resolution is a direct conversation with a placement expert.
Giant Lockbox
71 Dolson Ave, Middletown, NY 10940
Phone: (845) 343-0700 — Mon–Sat, 7am–7pm ET
This policy is governed by the laws of the State of New York. Any dispute that cannot be resolved through direct discussion will be handled in the courts of Orange County, New York.