I'm not sure my box has a prepaid shipping label. What do I do?
If you ordered a new Space box and you think something is missing, please reach out to our support team at [email protected]. Alternatively, you can text us at (843) 564-7416.
My box was picked up, but my box status has not updated. Is something wrong?
Rest assured; nothing is wrong. After UPS completes a scheduled pick-up, it can take their system several hours to update the tracking information for that box. Once the tracking information is updated on UPS's side, your box status will update, and you will be able to track it as well from the Space app.
If your box status has not updated by the next day, feel free to reach out to the support team and we will be happy to assist you.
I missed my scheduled UPS pick-up.
It's okay! If you missed your scheduled UPS pick-up, you have two options:
Reach out to Space's support team and let us know:
Your name and full pick-up address
The desired pick-up date
How many boxes for pick-up
We can schedule a pick-up for you and will confirm details once it has been scheduled.
Take your box(es) to the nearest UPS Store or Access Point during that location's normal operating hours for an easy, free drop-off that requires no scheduling.
I received a notification that my latest payment failed. How do I update my payment information?
Please visit our article, Managing Your Payment Methods, for step-by-step instructions on how to add a new payment method.
Something in my box was damaged. How does the claims process work?
If the contents of your box were damaged while in transit, you will need to submit a written claim to [email protected] within 7 calendar days of the box's delivery date. Claims submitted after the 7-day period will not be eligible for review or compensation.
All claims must include the following:
the box's name (as listed in your Space account)
the box's Space ID number
description of the damaged item(s)
valid documentation of each item’s value, such as a sales receipt, invoice, or other proof of purchase
photo evidence of the damaged item(s)
Claims submitted without supporting documentation will not be processed.
Upon receipt of a complete and timely claim, Space will make a good-faith effort to investigate and resolve the issue within 14 business days. We may request additional information during this time, and failure to respond may delay or void the claim.
Approved claims will be resolved exclusively in the form of Space credit, which may be applied to future orders. No cash refunds or other forms of reimbursement will be issued. Compensation for any single box will be capped at $100, regardless of the claimed or documented value.