Returns & Refunds Policy
We stand behind every container we sell. If something isn't right, here's exactly how our return window works, how refunds are issued, and how long each step takes — no fine print surprises.
Day Return Window
From your delivery date to report an eligible return.
Day Refund Processing
From approved return to funds issued back to your original payment method.
Hidden Fees
If we sent the wrong container or grade, the return is on us — always.
What Can & Can't Be Returned
Our return policy applies across new, used, one-trip, Wind & Water Tight, cargo-worthy, office, and storage containers.
✔ Eligible for Return
- Reported to Box Hub within 30 days of your delivery date
- Container does not match the condition or grade stated on your order (e.g., graded Wind & Water Tight but not actually watertight)
- Container arrived with material damage not disclosed at time of sale
- Container has not been modified, cut, welded, painted, or altered after delivery
- Container remains at the original delivery address, accessible for pickup
✕ Not Eligible for Return
- Custom or modified containers built to your specifications (doors, windows, shelving, electrical add-ons)
- Requests made more than 30 days after delivery
- Containers that have been moved from the original delivery site, altered, or damaged after drop-off
- Rental units past their agreed rental term (see your rental agreement)
- Marked final sale, liquidation, or clearance inventory at time of purchase
How a Return Works, Step by Step
Contact Us Within 30 Days
Email help@boxhub.com or call (347) 759-0636 with your order number and the reason for the return.
We Review Your Case
A specialist reviews your delivery photos, grading report, and order details — usually within 1–2 business days.
Return Is Approved & Scheduled
Once approved, we coordinate pickup with a carrier partner and confirm a return date with you.
Refund Issued Within 10 Days
After the container is picked up and confirmed, your refund is processed to your original payment method within 10 business days.
Our Error vs. Change of Mind
Return costs depend on why the container is being returned.
| Return Reason | Return Window | Return Freight | Refund Timeline |
|---|---|---|---|
| Wrong grade / condition mismatch | 30 days | Paid by Box Hub | 10 business days |
| Undisclosed damage on arrival | 30 days | Paid by Box Hub | 10 business days |
| Reefer unit non-functional | 30 days (priority) | Paid by Box Hub | 10 business days |
| Change of mind / no longer needed | 30 days | Paid by customer | 10 business days after pickup |
| Custom / modified container | Not eligible | — | — |
How & When You Get Refunded
Refunded to your original payment method
Card, bank transfer, or check payments are refunded the same way they were received — no store credit unless you request it.
10 business days, start to finish
Once the returned container is picked up and confirmed, your refund is issued within 10 business days.
Financed orders
If your container was financed, your refund is coordinated directly with your lender, which can add processing time on their end. Our specialists manage this for you. See financing options →
You'll get confirmation every step
You'll receive an email once your return is approved, once pickup is confirmed, and once your refund is issued.
Condition Grading Guarantee
Every container is sold under a specific grade — New, One-Trip, Cargo-Worthy, or Wind & Water Tight. If it doesn't meet that grade on arrival, it's a covered return, full stop.
Delivery Photo Documentation
Drivers photograph each container before it leaves the depot and again after placement — this record backs up every return and refund decision.
A Specialist Handles Your Case
Returns aren't routed to a generic support queue. The specialist who managed your order also manages your return.
Customers on Our Guarantee & Support
Buying online through a company with a real guarantee and warranty felt far less risky than a private marketplace listing.
When an issue came up after delivery, customer service resolved it quickly and kept me updated the entire time.
Their strong Trustpilot rating gave me confidence to order again after being burned by another container seller.
Questions About a Return or Refund?
Box Hub HQ
Address
228 Park Ave S, New York, NY 10003, USA
Phone
(347) 759-0636
help@boxhub.com
Business Hours
[Mon–Fri: 8:00 AM – 6:00 PM ET]
[Sat: 9:00 AM – 1:00 PM ET / Sun: Closed]
Returns & Refunds Questions
How many days do I have to return a container?
You have 30 days from your delivery date to report an eligible return. Requests made after 30 days are reviewed case-by-case but are not guaranteed.
How long does it take to get my refund?
Once your return is approved and the container is picked up, your refund is issued to your original payment method within 10 business days.
Do I have to pay for return shipping?
If the container didn't match its stated grade or arrived damaged, Box Hub covers return freight. For change-of-mind returns, return freight is the customer's responsibility.
Can I return a custom or modified container?
No — containers modified to your specifications (added doors, windows, shelving, electrical work) are built to order and are not eligible for return.
What if my container arrives damaged or not as described?
Contact us within 30 days with photos and your order number. This is treated as a covered return with no return freight charged and no restocking fee.
I financed my container — how does the refund work?
Refunds on financed orders are processed through your lender. Our team coordinates directly with them, though it may add a few extra days beyond our standard 10-day window.
What about rental containers?
Rental units are governed by your signed rental agreement rather than this return policy. Contact your specialist to discuss early termination or extension.
Who do I contact to start a return?
Email help@boxhub.com or call (347) 759-0636 with your order number. A specialist will confirm eligibility and next steps within 1–2 business days.
Our Team Is Ready to Help
Reach out any time — a real specialist reviews every return request personally.