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 or in bins/bags easily accessible for our driver to pick up. If the material is in bags or storage bins, you will need to place it into an Iron Mountain shredding bin that our driver will provide on the day of service. There is no need to purchase boxes.
If using the Onsite service, all material that needs to be destroyed should be 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)

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