CONTACT / THE HOUSTON HELP DESK

A LITTLE
HELP.
A BETTER MOVE.

The new keys. The changed plans. The bin you’re not quite done with.
Let’s get your next step sorted.

FIND YOUR WAY

RATHER TALK IT THROUGH?

Start with the Frogbox team.

support@frogboxusa.comEMAIL / OPENS YOUR EMAIL APP(888) 615-2699CALL / THE HELP DESK

01 / PICK YOUR NEXT STEP

WHERE ARE
YOU AT?

Planning ahead or already mid-move?
Pick a topic for the useful bits and a short list of what to have handy.

Planning a move + booking questions

A GOOD PLACE TO START.

YOUR STUFF.
YOUR MIX.

Choose 1–150 bins: Large, Small or any mix. Base rates are $5 per Large and $4 per Small, with everyday volume pricing and a $69 first-week rental minimum. First-week orders start at $119 with standard delivery and pickup, before tax, extra distance and applicable access fees. The minimum scheduled rental is one week.

The calculator includes rental plus standard delivery and pickup. Each leg costs $25 for 1–30 bins, $30 for 31–75, or $35 for 76–150. Tax, extra distance and applicable access fees are additional.

The $20 first-week Dolly is coming soon and not bookable. There is no XL bin.

HAVE HANDY WHEN YOU GET IN TOUCH

  • Your intended delivery and pickup dates.
  • The Large/Small mix you are considering, or what you need to pack.
  • Your Houston-area delivery and pickup neighborhoods or ZIP codes for an initial conversation. Exact address eligibility still needs checking.

Email about planning a move or call (888) 615-2699.

Delivery + pickup

FROM HERE. TO YOUR NEXT HERE.

LET’S SORT
THE HANDOFF.

For a confirmed order, start with the location, date and window in your confirmation. If something has changed, contact the team rather than assuming the route or pickup has changed.

Confirm the equipment handoff point, access requirements and who will handle the route inside. Each delivery and pickup address must be within 75 road miles of the Hockley warehouse, checked separately. A city name or ZIP code alone does not confirm eligibility.

HAVE HANDY WHEN YOU GET IN TOUCH

  • Your order reference and whether this is about delivery or pickup.
  • The confirmed date/window and what needs attention.
  • Any loading, parking or elevator restrictions. Do not include gate codes, entry codes or other access secrets in your message.
Getting ready for pickup?

Empty and unnest the bins. Count them by size, remove your removable labels and leave Frogbox ownership marks in place. Keep them secure and follow your confirmed handoff instructions. Do not assume unattended pickup is arranged.

The first 15 road miles remove only the distance charge for that leg. Standard delivery and pickup still apply and are already included in the calculator total.

Email about delivery or pickup or call (888) 615-2699.

Rental extensions + extra time

ONE MORE CUPBOARD. WE KNOW.

A LITTLE
MORE TIME?

Request an extension before your confirmed pickup. Ask the team to confirm availability, the price, any required payment and the updated pickup arrangements. Until then, your existing pickup stays scheduled.

ADDED BIN RENTAL / SAME LADDER FOR BOTH SIZES

Week 2
+$1 per bin
Each of weeks 3 + 4
+$1.50 per bin, per week
Week 5 onward
+$2 per bin, per week

Rates accumulate from the original rental start. An approved extension adds newly incurred weeks; it does not restart the rental or reprice weeks already paid.

HAVE HANDY WHEN YOU GET IN TOUCH

  • Your order reference and currently confirmed pickup date.
  • Your preferred new pickup date.
  • Your bin count by size and whether the pickup location would change.

Email about an extension or call (888) 615-2699.

Changes + cancellations

THE PLAN CAN CHANGE. CHECK THE DETAILS.

LIFE DOESN’T
MOVE IN STRAIGHT LINES.

For an existing order, check the policy accepted with that order. Have the order details ready so the team can explain the options for your request.

HAVE HANDY WHEN YOU GET IN TOUCH

  • Your order reference and whether you want to ask a question, request a change or cancel.
  • The currently confirmed delivery/pickup dates.
  • Your preferred replacement dates or the details you want changed.

Sending a date-change request does not reserve a new slot. Keep the timestamp of your request and look for the confirmed cancellation or updated schedule.

Email about a change or cancellation or call (888) 615-2699.

Equipment issues + missing items

THE BINS SHOULD HELP. NOT ADD A PROBLEM.

SOMETHING
NOT RIGHT?

Do not use equipment that appears damaged or unsafe. Set it aside safely and contact the team about the problem. A reported issue is not an automatic finding of customer responsibility.

HAVE HANDY WHEN YOU GET IN TOUCH

  • Your order reference and when you noticed the issue.
  • The affected bin size, quantity and a short description.
  • Equipment-only photos, if useful. Keep people, home interiors, documents and other private details out of the frame.
  • For a count mismatch, the quantities expected and the quantities received or returned.

For a cleaning, repair or loss question, ask for an itemized explanation and any supporting records. Keep the correspondence with your order details.

Email about an equipment issue or call (888) 615-2699.

Billing + payment errors

PAUSE. CHECK. THEN TAKE THE NEXT STEP.

LET’S CHECK
THE NUMBERS.

A failed or frozen payment screen does not prove that no payment or temporary bank hold occurred. Do not keep retrying just because the page failed. Check your order confirmation and ask your bank or card provider about the payment status.

If you see a charge, verify the merchant and transaction it belongs to. Use your order reference when asking the team to check a payment.

HAVE HANDY WHEN YOU GET IN TOUCH

  • Your order reference, if you have one, and the brand on the confirmation.
  • The transaction date, amount and merchant name shown, without card or account numbers.
  • What happened on screen, or the refund/charge line you want explained.
  • Whether your bank describes the transaction as pending or completed.

Never send payment-card numbers, security codes, bank account numbers, passwords, one-time codes or private account links. For a refund question, ask about the specific transaction; a pending refund is not the same as money received.

Email about a billing question or call (888) 615-2699.

03 / YOUR QUESTION. A REAL CONVERSATION.

NOT IN
THE GUIDE?

Some questions need a little context.
Your Frogbox help desk is right here.

FROGBOX / THE HELP DESK

Call (888) 615-2699

Contact the Frogbox team. For an existing order, include the reference on your confirmation so we can find your move.

Call or email the operations team with your order reference and the details that matter.

GOOD QUESTIONS. LIGHTER LOAD.

MORE ANSWERS IN THE FAQ