Frequently asked questions

Drop off luggage at any hub (or have us collect it) and we log it into your account with photos, a description, and a unique transfer code. You pick a safe class — Small, Medium, or Large — and add insurance if you like. Storage is billed yearly and renews on the anniversary of your intake date.

Three classes by default: Small (30×30×50cm), Medium (60×60×80cm), and Large (90×90×120cm). Pricing is per year. If you need something custom — long-term archive, palletised storage, special climate — we can scope it. Just ask.

Insurance is opt-in per item per year. When active, it covers fire, theft, accidental damage, and accrued storage fees during your tenure. Insurance stays with the owner — it does not transfer with the item.

Items remain in safe but you accrue back-fees. If you transfer ownership during a lapse, the back-fees fall to the new owner unless insurance covered the period. We send a renewal reminder 30 days before your paid-through date.

Every luggage item has a 12-character transfer code that rotates after every successful use. Share the code with someone you want to give the item to — they enter it in their dashboard and the 24-hour transfer window starts. Because you authorised it by sharing, code-based transfers cannot be cancelled by you, only by an admin.

Every transfer (code, direct, or beneficiary) has a 24-hour cancellable window. Direct and beneficiary transfers can be cancelled by you during this period; admin can revoke any transfer. After the window closes, ownership flips automatically — unless back-fees are owed, in which case we move to a payment step.

Beneficiaries are people you pre-authorise to claim a specific item without needing the code. They get notified when added, can initiate a claim from their dashboard, and you have the 24-hour window to terminate if you change your mind.

Yes. Use direct transfer, enter their email, and we’ll send them an invitation. The transfer holds indefinitely until they sign up with that email — or until you cancel.

We support manual payments — bank transfer, mobile money, and any method our admin has configured. After paying externally, you submit a reference number (and optional proof) through the dashboard. Admin verifies within hours and the dependent action proceeds.

It gives our customers more flexibility (local bank transfers, mobile money, business cheques) and avoids gateway fees. Every payment is verified by a human, so there’s never an automated charge surprise.

You’ll get a notification with the reason and can re-submit with corrected details. Common reasons: wrong reference number, mismatched amount, or wrong recipient account.

Yes — from any in-safe item you can hit "Ship this item" and we’ll create a shipment using your stored details as the source. The luggage status moves to in-transit and you can track it the same way as any other shipment.

Standard delivery is 3–7 business days domestically. Express runs same-day to next-day depending on city. International varies by destination — we’ll quote you at booking.

Yes — we have an in-house customs brokerage team handling clearance for international shipments. Fees are quoted upfront before booking.

We handle out-of-gauge, extra-large, and security-sensitive cargo. These are scoped individually — contact us for a quote.

It’s free and takes under a minute — just an email and password. There’s no card required to create an account.

Use the "Forgot password" link on the sign-in page. We’ll email you a reset link that’s valid for one hour.

Support is 24/7 by phone and live chat. Email replies usually arrive within one business day.

We operate from multiple hubs — see the Contact page for current locations or your dashboard for the location map.