Online Support FAQ

General


Iron Mountain ensures the protection of your information while it is in transit with our patented security, real-time tracking, and auditable chain of custody that we call InControl®. Our highly trained drivers follow strict guidelines and careful instructions during the loading and transport of records.


Yes, our e-Commerce storefront allows you to add a product or service to your cart and then send it to your email as a quote. The email quote will have a unique link that will allow for you to purchase the saved cart at a later time.


No, we have no rental fees, upfront costs or additional monthly fees, all prices are inclusive of transportation, handling, and set-up.


The e-Commerce storefront currently includes only a few Iron Mountain services at this time.. All other Iron Mountain services can be requested by contacting the Iron Mountain Sales team here, https://www.ironmountain.com/contact/contact-form.


You will receive an email confirmation on your purchase followed by an onboarding call from our customer support team to schedule your first service date.


Shredding


Secure shredding allows businesses to safely destroy unnecessary paper based documents that may contain confidential information. Shredding can help prevent identity theft and data breaches - and can help to free up space, and recycle documents.


  • Once you place your order online, you will be contacted by one of our Customer Support teammates to schedule the service date.
  • If using the Offsite service, all material that needs to be destroyed should be placed in a dry box with a lid for our driver to pick up.
  • If using the Onsite service, all material that needs to be destroyed should be removed from their current storage location and easily accessible by our driver when they arrive with the mobile shredding vehicle.

We do service some residential locations, please contact us to verify that your location is accessible. Services such as Onsite Shredding require larger streets, longer processing times and produce substantial noise. Please be aware if your neighborhood or street has limitations regarding these things and large vehicles.


If using the Offsite service, paper is picked up from your location and transported to a shredding facility for final shredding. You can request a final "certificate of destruction" once the service is complete.
If using the Onsite service, paper will be shredded onsite using a specially equipped mobile shredding vehicle.


Depending on your needs, you can select from any combination of 32-gallon shred consoles or 65-gallon shred bins when you speak to a Customer Support Representative after purchase.
  • 32 gallon shred console
    • 1 copy paper box/banker box or standard kitchen trash can
    • Typically holds approximately 100lbs. Size: 35 x 19 x 16
  • 65 gallon shred bin
    • 5 kitchen trash cans or 20 paper grocery bags
    • Typically holds 230lbs of paper which is approximately 15,000 sheets of paper. Size: 43 x 26 x 30

The following can be securely shredded:
  • Clean paper, any color and any size
  • Blueprints
  • Newspapers
  • Magazines
  • Brochures
  • Mail — including window envelopes
  • Photographs
  • File folders, any color (no need to remove staples, paper clips, rubber bands, or small binder clips)
The following can NOT be securely shredded:
  • Cardboard
  • Wet or moldy material
  • Telephone books
  • Hardcover books
  • Plastic bags and packing material
  • Computer discs, CDs, DVDs
  • Backup and VCR tapes
  • Transparencies
  • ID badges and driver’s licenses
  • Microfiche and Microfilm
  • X-rays
  • Batteries (no batteries of any kind)
  • Computer parts
  • Printer and photocopier parts
  • Trash or hazardous materials
  • Biohazardous and Medical Waste (including needles and sharps)
  • Metals (including binders, hanging folders with metal hangers)

Storage


Secure offsite record storage can help you effectively manage your documents, helping you to free up office space, reduce administration costs, increase security of your document, and maintain convenient on-demand access to your documents.


If your boxes are not stored at your office, contact customer support at 888-703-8127. We may be able to pick up from some locations.


STORAGE BOXES - A typical bankers box holds approximately half a drawer of letter or legal files and weighs 30lbs when full. Size: 15 x 12 x 10


Yes, we have two options:

  • Buy the one time Bulk Paper Shredding product first and then later purchase the storage service when you are ready.
  • Buy the Storage Service first and then add a one time offsite bulk paper shredding product via the self service Express Portal.

Refunds are not issued for unused boxes. If you order a certain number of boxes and do not use them all immediately, you are free to keep them and use them for your onsite storage until you are ready to send in additional boxes to storage.


When you select a plan, we ship you the corresponding number of boxes. After packing if you realize you require more boxes, please contact customer support at 888-703-8127. You will need to be upgraded to the new volume tier and have your billing adjusted accordingly.


You have an option to store the boxes onsite until your next scheduled pickup or you may add an additional pickup via the online dashboard. You may need to be upgraded to the next volume tier and purchase additional boxes for $6/box.


Yes, boxes are all labeled based on your specified inventory requirements. You can use the self service Express Portal to request boxes if needed for $50/box (includes shipping, handling, and transport back to our facility).


Pricing, Payment & Billing


Currently, the e-Commerce storefront pricing only supports services for single locations. If you have more than one location, you can either set up an account for each location or contact us at 888-703-8127.


No, if you have an existing contract with Iron Mountain, any purchases made through the e-Commerce storefront will not be linked to your Iron Mountain account.


When you sign up for a plan you are automatically enrolled in autopay for the length of the contract term. You will be billed on the same day each month and receive email confirmation.


Yes, you can update your plan by contacting your Iron Mountain customer support representative at 1-888-703-8127. You can upgrade the amount of storage or shred bins you require, or even upgrade to a different plan altogether. In some cases fees may apply, and you will be notified if that is the case. All changes will be active on the first day of your next billing cycle.


Call customer support for assistance at 888-703-8127.


Contact your customer support representative and they will assist you with closing your account and canceling your service.


Security & Compliance


Safeguarding what you value is our priority. We not only abide by the strictest industry standards—we help set them. Our industry memberships, certifications and awards keep us ahead of new developments so we can innovate for our customers. Check out our certificates, awards, commitments and partnerships here, https://www.ironmountain.com/about-us/certifications-and-awards


IT Asset Recycling


The gaylord box does not lock and should be kept in a secure location within your facility while it is being filled.


The boxes are 48 x 40" x 36; (gaylord box) and can hold approximately 40 small computers, 20 15-inch monitors, or 16 17-inch monitors. Up to 800 lbs.


The boxes will need to be easily accessed by Iron Mountain to complete the final pickup. Please be mindful of any office doorway dimensions, to ensure that the pallet box can be easily retrieved.


No, at this time we are not offering the Office Recycling Pallet Box to residential customers.


We only support one business location per order at this time. You are free to make multiple orders if needed.


Yes, you can feel secure knowing that our internationally-recognized standards ensure compliance with industry best practices for data security, environmental compliance, and Occupational Health and Safety.


Yes, Iron Mountain adheres to the R2 standard - an internationally recognized certification for responsible recycling.


Yes, Iron Mountain has a world-class logistics and processing service. Iron Mountain maintains a trackable fleet with patented systems and processes to support best-in-class disposition. You will receive a secure chain of custody at every touchpoint of the destruction process.


No. The price that you pay today includes recording material serial numbers, shipping the box to you, and picking it up when you are ready.


You will receive a certificate of recycling and data destruction to the email on file once Iron Mountain has received and processed the box contents.


The contents do not need to be wiped prior to shipment; however, you may do so if you wish. We will destroy all data and recycle the contents of the container completely and securely, including any data bearing devices.


  • Monitors (CRT and LCD)
  • Computers, Laptops, Tablets & Servers
  • Printers (Inkjet, Laser, and Dot Matrix) & Scanners
  • Keyboards
  • Mice
  • Audio/Video Equipment (Cassette, CD players, and Turntables, etc.)
  • Computer Speakers
  • Office Equipment
  • Consumer Electronics
  • UPS Battery Backups
  • Optical Media (Software, CDs, DVDs)
  • Mobile Devices & Cellphones
  • Networking Equipment
  • Point of Sale and Restaurant Equipment
  • SLA and Lithium Batteries
  • Cables & Computer Parts
  • Electronic Production and R&D Items
  • Sterile Lab, Medical & Test Equipment
  • Phones and Phone Systems

  • Hazardous Waste
  • Bio hazard equipment
  • Paint
  • White Goods such as microwaves, AC units, refrigerators, washing machines, etc.