Availability & Appointments

  • What if I need to change, reschedule, or cancel my appointment? What are the fees?

    How to Change Your Appointment

    To make any changes to your appointment, simply log in to your Clutter account and navigate to the Appointments tab. Select your upcoming appointment to view your options:

    • Reschedule or Cancel: You can select these buttons to change your appointment date or cancel the service entirely.
    • Modify Details: By selecting "View/Edit Details," you can update the appointment address, change the Day-of Contact information, or edit the item-based information for a pickup or return.

     

    For Item-Based Changes (Adding or Removing Items)

    The process for updating your pickup or return inventory depends on how close you are to your scheduled appointment:

    • More than 72 hours out: You can make changes yourself through the Account Portal. Select "View & Edit Details," then click the "Add/remove Items" button to update your inventory. Ensure you click “Save Changes” to update our system so our Live Operations team can prepare materials.
    • Less than 72 hours out: The portal will lock, and you will not be able to edit item details.
      • If it is only a change of a few items, it is typically okay to proceed without needing to modify the details in the system.
      • For larger or more complex inventory changes, you must contact our Customer Experience team by selecting the "Contact Us" button for further assistance.

     

    Cancellation & Rescheduling Fees

    To avoid incurring a penalty fee, you must cancel or reschedule your appointment at least 48 hours in advance of the scheduled date and time.

    I need to...WhenFee Incurred
    Cancel or RescheduleMore than 48 hours before the scheduled appointment.$0
    Cancel or RescheduleWithin 48 hours of the scheduled appointment.$100 Fee
    CancelOn the same day as the scheduled appointment.$200

    Example: If your appointment is scheduled for Wednesday with a 9:00 AM arrival window, you must cancel or reschedule by Monday at 9:00 AM to avoid the $100 fee.

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  • How can I estimate what size storage space I’ll need?

    For a size estimate, begin the quote process. On the step asking “Select Storage Size” choose “Help Me Pick a Size”. From here, you’ll tell us more about what you plan to store and we’ll help you estimate the storage space that’s right for you!

     

    If you choose the wrong plan size during the first appointment, Clutter will automatically upgrade or downsize your plan to suit the total amount of items stored. 

     

    Prior to your first Smart Storage appointment, we highly recommend that you fill out the Virtual Walkthrough feature! This will allow you to upload photos or video of the items you plan on storing and a list of items. From there, our Live Operations team can review your submission to ensure that the appropriate plan size is selected. Often times, our system will automatically suggest if a larger size is needed based on anticipated items to store.


     

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