Returns / FAQs

Return Policy
Unless otherwise indicated, all products are digital and delivered immediately into your "My On-Demand Library." For this reason, all sales on the Inside Self-Storage Store are final. If you are unsatisfied with any product or need to exchange a recently purchased DVD due to a technical problem, please contact Customer Support so we can assist you.

Frequently Asked Questions (FAQs)

Q: How do I view the products I have purchased?
A: All purchased digital products, including on-demand videos, digital magazines, ISS Guidebooks and reports, may be viewed by visiting your "My On-Demand Library." To access your products, you must first be logged into your store account. Once logged in, click on "My On-Demand Library" on the top navigation bar. Once you are in your library, you should see your order number, the name of the product and a link that says “Download.” Click on the “Download” link to open the product or save the file to your computer (except for on-demand videos, which are viewable only from the embedded player inside your “My On-Demand Library” and cannot be downloaded).

Q: How many times can I download or access a purchased digital product from the “My On-Demand Library”?
A: There is no limit to the number of times you may access or view a purchased on-demand product. Purchased products are housed permanently in your “My On-Demand Library” and can be accessed as often and whenever you like from any Internet-connected device.

Q: I am having trouble viewing an on-demand video on my phone or computer.
A: Please make sure you meet the following requirements:

  • Browser: Internet Explorer7+, Firefox 3.5.7+, Google Chrome, or Safari
  • Flash Player: Make sure you have the latest version of Adobe Flash Player installed (www.adobe.com).
  • Mobile Devices: Our videos have been tested to be compatible with iPad, iPhone and the newest Android devices.

If you experience any difficulties viewing your on-demand video or webinar, please contact Customer Support. A representative will respond to your request within one business day. Regular office hours are Monday through Friday, 8 a.m. to 5 p.m. MST.

Q: How can I download an on-demand video?
A: The on-demand videos in the ISS Store are not downloadable products. They are viewable anytime on any connected device from the embedded player inside your “My On-Demand Library.” Some on-demand videos are also offered as DVDs. Please check the DVD titles under Education Videos / Audio for availability. The individual product description of each video or DVD will also indicate if it is offered in an alternative format.

Q: Why can’t I log into my ISS Store account?
A: Your login ID on the ISS Store is linked to the e-mail address you used when you created your account. Because the ISS Store does not ask for e-mail verification at the time of registration, some customers have created an account with typos in their e-mail address. If you did not receive an automated “Welcome” e-mail from the store, an incorrect e-mail address may be the reason. If you believe you may have entered an incorrect e-mail address when you registered and cannot log in, please contact Customer Support for assistance.

Q: How can I change my ISS Store account settings?
A: You can update your name, addresses, e-mail and password by logging into the ISS Store and clicking “My Account” on the top navigation bar. Once you are in your account, click on “Customer Info” from the left-hand navigation to update your name or e-mail. Remember to click on “Save” to preserve the changes.

To add, edit or delete an existing shipping or billing address, please click on “Addresses” from the left-hand navigation.

To change your password, please click on “Change password” from the left-hand navigation. You will need to enter your old password and a new password in the appropriate fields to update your account. Be sure to click on “Change Password” to preserve the changes.

Q: How do I clear unwanted items from my shopping cart?
A: You can clear items out of your shopping cart only from the Shopping Cart page. To go directly to your Shopping Cart, select the “Shopping Cart” link at the very top of the website. It is located on the same line where it displays your login email after you log in.

Please note that if you hit the “Checkout” button while browsing the site, it will take you directly to the “Shipping Address” page of the checkout process. You can access the Shopping Cart from there by clicking on the grayed out “Cart” button at the top of the page.

Once you are in your Shopping Cart, you can check any unwanted items in the left column marked “Remove.” Once you’ve selected which items should be deleted, click on the “Update Shopping Cart” button at the left-hand bottom of the page to remove the items. You can then continue shopping or proceed through the checkout process.

Q: Why won’t my credit card transaction go through?
A: The most common credit card declines are either due to insufficient funds in the account or a mismatch between the billing address you entered during the checkout process and the billing address on file at your bank or card issuer. If you are having trouble completing a credit card transaction, please confirm that your billing address was entered accurately. Customers have sometimes mistakenly entered a destination shipping address where the billing address should go. Address mismatches also tend to occur more frequently with American Express cards than Visa or MasterCard. If you are certain you have sufficient funds and your billing address is correct but still cannot complete your transaction, please try using another credit card. If transaction errors persist, please contact Customer Support for assistance.

Q: How do I subscribe to Inside Self-Storage magazine?
A: The ISS Store does not currently offer subscriptions to Inside Self-Storage magazine. If you would like to receive the print magazine, please contact our subscription service department via one of the following methods:

Q: How can I arrange alternative payment if I can’t or don’t want to pay by credit card?
A: We understand that some companies prefer to pay for large-dollar purchases by check or wire transfer rather than by credit card. If you wish to purchase an individual Self-Storage Performance Quarterly (SSPQ) Report or an annual SSPQ subscription and cannot pay by credit card, please contact Customer Support for information on alternative payment options.

Q. How do I contact Customer Support?
A. Please submit this form or send an e-mail to support@store.insideselfstorage.com.

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