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828 297  FARM (3276)

Frequently Asked Questions

How do I open my unit?

To help you quickly get the hang of working the latch on your unit, follow these steps:

  1.  Push the button on the right.

  2. Pull the handle toward you.

  3. After you're done, close the door tight.

  4. Attach your lock as shown in the image.

What fees am I charged when I rent a unit?

The first time you rent any unit, Mast Farm requires:

  1. a refundable deposit ($35 fee)

  2. your first full month's rent (1 month prepayment)

In addition to the above listed charges, renters who select a move-in date after the 1st of the month are responsible for paying rent at a prorated amount. 

For example, if your move-in date is January 15th, you will be charged a prorated amount for the remaining days in January plus the standard rental rate for February. Each month thereafter, your credit card will be automatically charged by the second day of the month. 

What happens if my payment fails?

You will recieve an email notice from Mast Farm if full payment is not made by 4pm on the 5th day of each month. 

Failure to make a succesful payment by 4pm on the 5th day of each month will result in the following:

  • the system will automatically disable your gatecode

  • you will be charged a $25 late fee

  • your unit will be overlocked

I've decided I no longer want the unit I rented and I haven't moved in yet. How do I cancel or reschedule my move in?

You can cancel your order at no cost to you if you contact us by 4 p.m. local time the day before your move-in date or before your first container is scheduled to be delivered. Otherwise, you may be charged a cancellation fee. If you cancel after your move-in date or once your pod has been delivered, the first month’s rent, any delivery fee(s), and Contents Protection coverage (if applicable) will be charged and are nonrefundable.

Need to make changes to your order?

  1. To cancel your entire order before your move-in or delivery date: Chat with one of our associates or call (828) 297-3276 by 4 p.m. the day before your pod move-in or delivery date. You must connect with our Customer Care Team – either by chat or phone – to cancel. We can’t accept cancellation requests by email, social media, or voicemail.

  2. To cancel your entire order after your move-in or pod delivery: Chat with one of our associates or call (828) 297-3276  as soon as possible. The first month’s rent, any delivery fee(s), and Contents Protection coverage (if applicable) are non-refundable.​​​​

  3. To cancel part of your order: Chat with one of our associates or call (828) 297-3276 by 4 p.m. local time the day before your move-in or scheduled pod delivery to cancel part of your order at no cost. Example: If you need to change your order from three pods to two and contact us by 4:30 p.m. local time the day before, a cancellation fee will not apply.​​​​​​

  4. To reschedule your move-in or pod delivery: If you don’t want to cancel your order, but your move-in or delivery date no longer works for you, you can reschedule your dates. Visit your account to change your delivery date by 4 p.m. local time the day before your current service date with no fee. If this is your first delivery or special order, chat with one of our associates or call us at (828) 297-3276.​​​​​​​​​​​​​​​​​​​​​​

  5. ​​​​​​​​​​​​​​​​​​We recommend rescheduling all parts of your order (move-in, delivery, pickup, and transit, if applicable) as soon as possible. For customers that have scheduled a pod delivery, please keep in mind that most areas require at least 10 days advance notice to deliver and pick up customers' pods. Some areas may require more notice.​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​

  6. To make other changes to your order: Chat with one of our associates or call (828) 297-3276 by 4 p.m. local time the day before your move-in or delivery for requests beyond modifying container quantities and service dates. Example: You want to upgrade from a 16-foot container to a 20-foot container. Modifying products and services may result in a change to applicable fees.

How do I locate my unit?

Great question! Here's a map of the property. You can locate your unit before leaving home by taking a look at the map.

What are the monthly rates for contents protection insurance?

The prices range from $14.00/month for a declared value of $3,500, up to $75/month (US) for the maximum declared value of $15,000. Please call a Mast Farm Storage representative for full pricing details.

Are there eyelets or tie downs in your unit containers?

Yes. Our containers have eyelets every 4 feet and some containers have e-track slots. The customer is responsible for providing their own straps.

Are the units at Mast Farm water-proof?

Mast Farm Storage containers are weather-resistant. The container is designed to protect your items against typical weather conditions such as falling rain and snow.

What is not covered by the Contents Protection Option (CPO)?

Damage resulting from improper packing, normal shifting or intentional acts by the customer to the contents or the container is not protected. Mast Farm Storage will also not assume liability for burglary and/or theft of personal property for on-site containers. Additional details are outlined in the Contents Protection Option Summary.

Are there shelves included in the Container?

Shelves do not come standard in the moblie units and self-storage containers at Mast Farm. To inquire about our optional shelving options, please contact a Mast Farm Storage agent.

Does Mast Farm offer Contents Protection Coverage options, or coverage for damage to the container?

Mast Farms offers two types of protection options through Storage Protectors––Container Only Option (COO), and Contents Protection Option (CPO). 

Below, you will find basic information on both options including price ranges.

  1. Container Only Option (COO)

Pursuant to the terms of the Mast Farm Storage Rental Agreement, customer's are responsible for any damage to a unit while the unit is the customer's care and possession. The COO gives you the opportunity to protect yourself against financial loss in the event the Mobile Pod container itself suffers any damage. Mast Farm charges one low price per month for this coverage. Damage to the container however will not be covered if the damage was caused by willful or intentional acts or items stored in the container prohibited by the Mast Farm Storage rental agreement.

  1. Contents Protection Option (CPO)

Events may occur that may cause damage to your items stored in our units and also damage to the container itself. Your items may have little or no coverage under homeowners or renters insurance policies. Additionally, Mast Farm Storage is not responsible for damage to your stored property and our rental agreement requires you to maintain coverage for your personal property stored in our container, so it is important to find coverage for your possessions. 

You are also responsible for any damage to the container under our rental agreement. As a solution, we offer CPO. Your contents and the container will be covered from a variety of risks under this option. 

Certain exclusions and limitations apply. Please either call a Mast Farm Storage agent for full coverage details or you may consult the Storage Protectors' Brochure for more information.
Storage Protectors’ Contents Protection Option (CPO) gives you the choice of how much coverage you elect to purchase based on the declared value of the contents you intend to store in a unit. 

Is there a weight limit for pods that are delivered to my home?

Yes. The maximum weight load for our mobile units is as follows:

  • 2,800 pounds for 20-Foot Unit (20' W x 8' D x 8' H)

  • 2,500 pounds for 16-Foot Unit (16' W x 8' D x 8' H)

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