FAQs
Find answers below to frequently asked questions or contact us.
What happens if my order was incorrect?
Can I tip the delivery person?
What areas is this service offered to?
What forms of payment do we accept?
Do these monthly box prices include the box?
How do I know my stuff is safe?
When can I get my packing materials?
What happens if I need more boxes?
What happens if I have extra boxes?
What is the “Pick up packed items” service?
I will be arriving earlier on campus... Will I be able to get my stored items?
What is the coverage for damaged or lost items?
What items are not covered for liability?
Aren’t there coin-operated washers and dryers in each residence hall?
So why bother using your service?
What happens if I exceed the laundry weight limit of my plan?
Are my clothes washed with other peoples clothes?
What kind of Laundry Detergent and Fabric Softener do you use?
Do you wash colors and whites separately?
Do you wash clothes in a hot, warm, or cold cycle?
Why should I trust this service to clean my clothes?
What if I find there are items missing however, or if my whole bag doesn’t show up the next day?
Can I cancel the service if I leave the school or decide to stop using the service?
What happens if I lose my bag?
BSS believes that they can get your food to you within a 20 minute period, once your food is ready from The Bronco. Depending on what items are ordered, there may be a difference in time since some items take longer and some are ready right away. During peek hours, orders may take longer. Either way, your food will be delivered hot and fresh to you.
Yes! BSS has invested its time and funding into providing heated bags for the Delivery service. These bags guarantee that your food items will be received in the best quality! Our pizza bags are insulated and allow our pizzas to retain the same temperature when they came out of the oven! Our bags that are primarily for food courses retain a temperature of 180° Fahrenheit. All of these efforts are made to guarantee that you will be satisfied!
What happens if my order was incorrect?
Our Bronco Runners (Delivery People) will verify your orders when they deliver the items to your door. If there is something missing that was paid for, please let our Bronco Runner know and they will make sure to get the item(s) to you as soon as possible. If you notice the issue after the Bronco Runner has left, please notify BSS as soon as possible, by calling (408) 634-4277 or writing to us at info@broncoss.com. BSS will do its best to resolve the issue as soon as possible.
To get BSS Delivery service, simply visit our delivery page, can click on the “Order Now” button. Add the delivery fee to your cart. You will automatically be charged a delivery fee based on the total amount of your order. You will then be able to pay for the whole order (food & delivery) with your SCU Dining Points! No cash is needed for this service.
Can I tip the delivery person?
If you wish to tip the Bronco Runner who delivers your food, this will be allowed. However, you will not be able to tip in dining points. This action will only be allowed in cash. This is a kind gesture but it is not expected.
What areas is this service offered to?
BSS is offering its Delivery Service only to dorms on the SCU campus (including St. Clare and the University Villas). If you are located off campus, you will not be able to have this service delivered to your home.
Over the next year, BSS will do its best to expand its service to off-campus residents. Until that is possible, BSS will be placing all of its effort in creating and upholding a great service for on-campus residents.
What forms of payment do we accept?
Once you place an order, on the checkout page you have the option of paying with resident dining, dining plus, or FLEX.
Do these monthly box prices include the box?
Yes. If you choose to pay for the Standard or Large box price, this includes the box. Please note that all storage items must be placed in a box unless they can be categorized in the Miscellaneous Items pricing. You may provide your own boxes or your own plastic containers but these will be charged at the Large box price rate. In most cases, it makes more sense to use BSS boxes.
How do I know my stuff is safe?
You can be comforted that your stuff is safe by these quick facts:
-
•Only BSS representatives will handle your storage once it is dropped off.
-
•Only BSS managers have access to your storage at the designated facilities.
-
•24/7 monitoring ensures your container is safe and secure.
-
•We provide liability for damaged or lost items that are in our coverage. You may find more information about this in the Terms & Conditions or read below for more info.
BSS will offer tape at our tabling hours in Benson as well as the designated drop-off corral locations. We will do our best to accommodate for everyone but we cannot guarantee tape so please be prepared!
BSS offers individual rolls of tape that are 2” wide and 165 feet long for only $3.00. You can purchase these on the reservation form. Purchased tape will be available when your boxes are available.
When can I get my packing materials?
Packing materials will be available for pick up at the Benson Memorial Center from May 30th through June 3rd. Bronco Student Services will have a table where you will be able to receive all the boxes you reserved as well as Bubble Wrap and Tape you have purchased.
If you signed up for the Box delivery service, a BSS representative will deliver all the boxes you reserved as well as Bubble Wrap and Tape you have purchased right to your room.
What happens if I need more boxes?
If you need more boxes, that is no issue at all. You can simply pick up additional boxes from the Benson Memorial Center from May 30th through June 3rd or from the storage drop off location at the Leavey Parking Lot during our operation hours on the week of June 6th.
What happens if I have extra boxes?
If you have extra boxes that are not being used, please return them either to the Benson Memorial Center during week of May 30th or at the storage drop off location during the week of June 6th. If you do not return the extra boxes, you will be charged for each individual box.
What is the “Pick up packed items” service?
Bronco Student Services is offering a service where BSS will pick up all the storage items from your room/address after they are fully packed on designated date. You will be charged for all the items you store at this time.
BSS will offer this service from June 7th through June 9th. If you purchase this service, a BSS representative will get in touch with you to coordinate a time during those dates. You will be refunded for this service if we cannot accommodate a convenient time.
Items we will not store include (but are not limited to):
-
•Boxes or items that are damaged
-
•Boxes that have not been adequately closed (we will have some packing materials on site such as boxes, tape and labels, however, these is cannot be guaranteed in stock)
-
•Boxes and/or items that have not been appropriately labeled with a BSS sticker or are not labeled at all
-
•Boxes and/or items that are not paid in full
-
•Extremely heavy items (If two people can’t lift it up together, then it is too heavy)
-
•Controlled drugs, and all substances or materials regulated or prohibited by applicable federal, state, or local law, rule, regulation or ordinance.
-
•Perishable Items such as food, plants, anything living, or anything subject to spoilage, including: Agricultural goods, animals, beverages, frozen foods, refrigerated foods, live plants, living or dead organisms, produce.
-
•Hazardous, toxic, explosive, combustible or flammable materials, including: Aerosols, ammonia, ammunition, batteries, butane tanks, charcoal, cleaning fluids, fertilizers, fire extinguishers, firearms, fireworks, fumigants, gasoline, kerosene, lighter fluid, liquid bleach, matches, nail polish / polish remover, oils, paint thinner, paints, pesticides, poisons, propane tanks, sterno, swimming pool chemicals.
I will be arriving earlier on campus... Will I be able to get my stored items?
Yes. We have taken to account that people will be returning to campus early for numerous reasons and therefore will offer Early Pick Up options for September 11 through the 15. There will be a $20.00 charge for selecting an Early Pick Up date.
If you made arrangements with us to pick up your items earlier please use our contact form to schedule a specific day and time for pick up. Please be aware if you would like your items before September 11 you must schedule a time for pick up at least two weeks in advance.You will be given the address of the storage facility. You must provide transportation for getting your items from the Storage facility to your desired location.
What is the coverage for damaged or lost items?
Bronco Student Services’s liability is strictly limited, and BSS will not process any payment for damages that is less than or equal to $50 per Customer. If the damages exceed $50, BSS will pay damages of up to $1000 per customer. BSS expressly disclaims any liability in excess of $1000 per customer.
If there is an incident regarding damaged items, BSS will investigate the matter and make sure that you did not violate the Terms & Conditions. If you did not violate the Terms & Conditions and if it was clearly BSS’s fault, BSS will provide for repair to damaged items and recovery for loss of items. This is based on the actual cash value of the items at the time of loss or damage (i.e., the depreciated value).
What items are not covered for liability?
BSS will not provide coverage for easily breakable items, such as glassware and mirrors, irreplaceable and sentimental items including: Airline tickets, birth certificates, checkbooks, computers, deeds, electronics, evidences of debt, family photos, fine art, jewels / jewelry, laptops, medicine, personal CDs / DVDs / video tapes, personal papers, precious metals, rare or historical items, school papers and records, stamp and coin collections, valuable documents, money or securities.
Aren’t there coin operated washers and dryers in each residence hall?
Yes, there are coin-operated washers and dryers in each residence hall. Each hall has a different numbers of washers and dryers available to its residence. The newer facilities on campus may have more washers and dryers on site than the older buildings.
So why bother using your service?
There are many reasons why students and parents choose to use this service instead of doing laundry through the provided coin-operated machines on-campus. Listed below are the top 5 reasons; but as you’ll see, they all boil down to convenience and saving you time:
1. Regardless of the time or day, you are not guaranteed available washers and dryers within your residence hall -- meaning you may have to hang out in the laundry room for 15 minutes to an hour or keep running back and forth from your room to check for availability and pray no one sneaks in before you.
2. As crazy as it sounds, it is not uncommon for students in a hurry to pull other students’ laundry in the washer or dryer out before they are finished with the cycle -- meaning you may return to the laundry room to find your wet and/or half dry clothes on a table... or on the floor!
3. The simplicity of our service is what most people love about it. You fill your laundry bag on your residence hall’s designated Drop-off Day, drop it off in your residence lobby before heading to class, and your items are returned folded, clean and in a closed plastic bag within your laundry bag the very next day.
4. You will never have to worry about collecting or saving enough quarters to do all your laundry.
5. You are essentially paying $15 per bag using our service for the 15lbs starting limit. 15lbs of laundry usually uses two machines on campus and those costs average about $10.00. With our service you simply have the peace of mind that you don’t have to worry about laundry for the rest of the school year.
What happens if I exceed the laundry weight limit of my plan?
Each extra pound of laundry will be subjected to a $3.00 surcharge. Customers will be allowed to exceed their laundry limit once during the entire academic school year without any surcharges. After the first occurrence, customers will be charged the surcharge rate for each extra pound of laundry they accumulate over the year. Customers will also have the opportunity to upgrade plans throughout the academic year. That way, a customer can upgrade from a 15lbs weight limit to a 20lbs weight limit and will no longer be subjected to their surcharges unless they exceed the increased limit.
Are my clothes washed with other peoples clothes?
No, this will never happen. Each bag is washed and dried separately.
What kind of Laundry Detergent and Fabric Softener do you use?
Costco Kirkland Brand Laundry Detergent and Fabric Softener.
Do you wash colors and whites separately?
We have left this up to the laundry service to decide since each load is different. Large bags that will require a minimum of 2 loads will be separated into lights and darks. Small bags with only 2 pairs of underwear, 2 shirts and a few pairs of socks are all washed in one single cold cycle load.
Do you wash clothes in a hot, warm, or cold cycle?
We have left this up to the laundry service to decide as well since each load is different. If the bag is large and the colors are separated, they are washed on a warm cycle. If the bag is small and the colors are mixed, the load is washed together on a cold cycle.
Why should I trust this service to clean my clothes?
This service at Santa Clara University has been running since 2001 when it was Beta-tested by a team of students in Swig and gradually rolled out to the rest of campus. During the year, there are never more than 1 or 2 instances of students claiming to have a missing bag or items missing from their bag. In all cases since the beginning of this service, the matter has been resolved.
What if I find there are items missing however, or if my whole bag doesn’t show up the next day?
First things first, each bag is insured up to $100. Therefore, each time you drop off your laundry, if something was legitimately missing between the time you dropped off your bag in the lobby and the time it was returned to your door -- and was not due to circumstances outside of BSS’s control -- we will reimburse you for the items missing up to $100.
If your bag does not show up the day after you dropped it off, you should first double check and make sure it was picked up from the lobby in the first place as you may have dropped off your bag AFTER the designated pick up time. Since our workers are students, too, it may simply be that our workers were unable to make time to drop off your bag yet that day. However, if this is the case, you will receive a phone call notifying you of any delay.
Finally, if you’ve looked everywhere and are absolutely positive that items are missing, please contact us directly via our Contact Us web page, email, or phone in order to file a complaint and begin an investigation.
Can I cancel the service if I leave the school or decide to stop using the service?
Yes, you can. We reimburse all customers who decide to cancel the service for any reason the appropriate amount for the remaining quarters of the school year. For example, if you have signed up for yearly service and wish to cancel the service 6 weeks into the school year, you will be refunded for 2nd and 3rd quarter.
What happens if I lose my bag?
Replacement bags are provided for an additional $20.
