General
How do I know my documents have been securely stored or destroyed?
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.
Can I get a quote for products or services before I buy?
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.
Are there additional costs associated with the products or services?
No, we have no rental fees, upfront costs or additional monthly fees, all prices are inclusive of transportation, handling, and set-up.
Can I buy other Iron Mountain services online?
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.
What can I expect after my online order is placed?
You will receive an email confirmation on your purchase followed by an onboarding call from our customer support team to confirm your order and schedule your first service date. Please note that we are not able to guarantee a service date or an exact time for your service.
How do I access my Express Portal dashboard account?
Once you complete a purchase, you will receive an email to activate your account and gain access to the Express Portal dashboard. You can also access the portal directly HERE and follow the login prompts. Note the system uses Okta multi-factor authentication.
Shredding
Why should I shred my documents?
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.
How do I prepare for my One-Time Bulk Shredding service?
Are boxes provided by Iron Mountain for shredding orders?
Boxes are not provided by Iron Mountain for shredding orders. Customers must procure boxes individually.
Can you pick service residential locations?
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.
What if my location is not deemed serviceable after I complete my purchase?
Service can be completed at most residential locations; however, our drivers are able to deny service if they do not think it can be completed safely. If this is the case we will notify you and you will receive a full refund.
Is the paper shredded onsite?
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.
What size containers are provided by Iron Mountain for recurring shred plans?
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.
What can I shred?
The following can be securely shredded:
Storage
Why should I store my records offsite?
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.
Can you pick my boxes up from a self-storage location or another offsite document storage facility?
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.
What are the dimensions of the storage containers?
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
Can I order a one time Bulk Paper Shredding before I send in my storage boxes?
Yes, we have two options:
I purchased a plan with a certain number of boxes, but I have some boxes left over after packing. What should I do?
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.
I purchased a plan with a certain number of boxes, but I realize I need more. What should I do?
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.
I have already had my first box pickup, but I want to send in more boxes. How do I do that?
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.
Can I have a storage box destroyed?
Yes, boxes in storage can be destroyed. A detailed inventory list can be sent to the support team along with a formal email requesting the destruction. Price will be determined when a request is submitted.
Can I retrieve a box if needed?
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
What if I need service to multiple locations?
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.
Can purchases made through the e-Commerce storefront be linked to an existing Iron Mountain account?
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.
How is payment captured each month?
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.
Can I change my plan over time?
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.
What if my ACH (Automated Clearing House) (aka, bank account) didn't go through?
Call customer support for assistance at 888-703-8127.
What if I need to cancel?
Contact your customer support representative and they will assist you with closing your account and canceling your service.
Security & Compliance
Is Iron Mountain secure?
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
Storage Box Supplies
Does my order come with boxes or do I need to purchase them prior to service?
Storage services come with boxes that are provided in advance of your first service date free of charge. There is no need to purchase additional boxes unless you want extra boxes for other purposes.
Can I purchase boxes for shredding?
Yes, you can purchase boxes for shredding. Please note that boxes will be destroyed along with the contents and not returned for future use.
Can I purchase boxes for storage?
Yes, the Iron Mountain boxes were designed with storage in mind. Each box is easy to assemble and have a protective, extra deep lid design for additional durability. You can see additional features here. Note that if you purchased a storage plan, boxes are included free of charge.
Are the prices shown for a single box?
Box supplies are sold in 10 box packs. Each price is for a 10 box pack and includes both bottom and top.
What are the box dimensions?
Each of the boxes are 15 x 12 x 10 for letter and legal documents.
How much paper can each box hold?
Each box can hold approximately 20-30 lbs of paper.
How are the boxes shipped?
Supplies will be delivered by an Iron Mountain service vehicle on a scheduled date.
IT Electronics Recycling
Is the box secure while onsite?
The office electronic recycling boxes do not lock and should be kept in a secure location within your facility while being filled.
What are the box dimensions?
Can I store the box and pallet in my office?
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 boxes can be easily retrieved.
Once I receive my pallet box, how long do I have to fill it?
Customers have 90 days from delivery date to schedule the final pickup.
Can you service Residential locations?
No, at this time we are not offering the Office Recycling Pallet Box to residential customers.
Can you service multiple locations?
We only support one business location per order at this time. You are free to make multiple orders if needed.
Is the process secure?
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.
When should I expect my order to arrive?
Customers can expect initial contact within 24 hours of placing the order online. A service date will then be proposed within 8 business days. Once the service date has been accepted, the actual order delivery will be completed.
Is the process environmentally friendly?
Yes, Iron Mountain adheres to internationally recognized recycling standards.
Do you maintain a secure chain of custody?
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.
Are there any additional fees to recycle the contents of the box?
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.
How do I know that the material has been recycled?
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.
Will the data from the devices be sanitized prior to recycling?
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.
What materials are accepted?
What materials are NOT accepted?