Frequently Asked Questions
We know you likely have lots of questions about the process of getting organized. We are here to provide answers!
Questions About our Policies
What is your cancellation policy?
To give our clients the best service, we do not over-schedule ourselves. Therefore, any cancellations greatly impact our team. We respectfully require 48-hour notice should you need to cancel or reschedule.
Any appointments canceled or rescheduled with less than 48 hours notice to Big Rocks will be charged 50% of the scheduled work.
If you need to reschedule because of an emergency or COVID-19 symptoms within 48 hours notice, please let us know and we will waive the cancelation fee. If Big Rocks needs to reschedule due to unforeseen circumstances (e.g. illness, emergency), we will do our best to reschedule with you as soon as we can.
All packages expire 1 year from purchase date and are non-refundable.
What is your diversity and inclusiveness policy?
Big Rocks is committed to creating and preserving a culture of diversity and inclusion. Our team members are the most valuable asset we have.
Each team member brings individual differences, life experiences, knowledge, creativity, self-expression, and unique skills. This represents a big part of our culture, our reputation, and our success.
Therefore, we embrace and encourage our team members’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our team members unique.
Big Rocks’ diversity initiatives include—but are not limited to—our practices and policies on recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; social and recreational programs; layoffs; terminations; as well as the ongoing development of a work environment built. This is all built on the premise of gender and diversity equity that encourages and enforces:
– Respectful communication and cooperation between all team members.
– Teamwork and team member participation, permitting the representation of all groups and team member perspectives.
– Employer and team member contributions to the communities we serve to promote a greater understanding and respect for diversity.
All team members of Big Rocks have a responsibility to treat others with dignity and respect at all times. All team members are expected to exhibit conduct that reflects inclusion during work activities, events, and other Big Rocks-sponsored functions.
What is your travel policy?
A travel fee may be added for on-site work that requires a round-trip drive that is longer than 60 minutes. Travel time is determined using Google Maps. This fee will be billed prior to on-site visits for each scheduled team member.
What is your inclement weather policy?
If the weather makes it unsafe to travel to your home or office, we will contact you as soon as possible to reschedule. We appreciate your concern for the safety of our team members. You will not be charged for canceled or rescheduled sessions due to inclement weather.
What is your COVID-19 safety policy?
We take the health of our clients and team members seriously. All team members are fully vaccinated + boosted against COVID-19 and follow our robust safety protocols.
Please let us know if you are experiencing any symptoms of COVID or respiratory illness. We will gladly reschedule your appointment at no charge. We monitor our team’s health daily by following the recommended guidelines. Thank you for your partnership in keeping everyone involved safe + healthy.
Do you work with people who have hoarding disorder (HD) or are worried about passing a HUD inspection?
No, sorry, we do not work with individuals on the Hoarding Disorder Spectrum. If we assess (through the Exploratory Call) that you may be on the Hoarding Disorder Spectrum, we can provide you with alternative resources.
Are your services confidential?
Yes! We value your privacy. Because of this, we do not confirm or deny the identity of our clients to outside parties without your permission.
For many of us, it is difficult to ask for assistance with organization. It is common to feel shame and fear judgment from others. It can be easy to view disorganization as a personal failure (it is not). Due to this, Big Rocks provides services from a strengths-based, compassionate model.
We are not mandatory reporters. The only exception is if you are in serious danger or pose a genuine threat to others. If this happens, we will discuss our concerns with you directly before contacting someone who could help.
Questions About our Services
Who is your ideal client?
We deeply value our client relationships! Clients who appreciate our time and expertise make our hearts sing. We particularly love working with clients who are:
- Kind and respectful
- Willing to collaborate and participate in the process
- Appreciative of our skill set, value and assistance
- Have realistic expectations
- Are willing to learn and have fun!
What areas do you serve?
Big Rocks Organizing serves the Portland Metro Area and SW Washington. We may travel farther for large projects. Please inquire about your specific situation.
How long will it take to get organized?
Each person and every project is unique. We all make decisions at different paces. Some of us have a more sentimental attachment to items than others. Big Rocks will work at your pace. Our team members will provide focus and encouragement without judgment. Over time, clients gain confidence in their decision-making abilities and the project pace increases significantly.
Are you licensed, bonded and insured?
Yes to all of the above! In addition, our team members also each have at least a four-year college degree. They also have extensive training in professional organizing, packing/unpacking, and working with special-needs populations. All team members have also passed a criminal background check.
What is included in the session fee?
For organizing sessions, our services include dropping off donations (one carload per session) at one convenient donation location after each appointment. This service is included with each organizing session for free. We will also email you a scanned copy of your donation receipt and a list of action items after each session. We will bring the basic supplies needed (boxes and trash bags, etc.) to your organizing session.
For all other projects, our time for certain services will be billed at our hourly rate. This includes onsite and offsite time for space planning, product research, donations/recycling/trash disposal or project-related purchases and errands.
We are also happy to recommend or arrange for on-site trash removal, shredding services, or pick-up of items to be donated or sold on consignment.
Will you recommend specific organizing products?
If desired, we are happy to recommend organizing and storage products while working with you on-site during your organizing session. We will text or email you a link so that you can purchase the product directly and have it shipped to your home. We do not receive any commission or compensation for any products or services we recommend. If your project requires extensive research, we will make arrangements with you to do off-site research (and space planning if desired) at our hourly rate.
A special note about products: Please do not purchase any products in preparation for our organizing sessions. This can inadvertently add to clutter. We do not know what will be needed until we first rightsize and set up systems with you. We will set up a temporary system by using items you already have in your home and ask you to “test drive” it for a few weeks. Then, if the system is working well and no modifications are needed, we give you our blessing to purchase products if you desire. Alternatively, you can just keep using the current items if you value function over aesthetics.
Do you offer gift certificates?
Thank you for your thoughtfulness in wanting to give your loved one the gift of organizing! We do not offer gift certificates, per se. It’s important for us to meet with clients to discuss their organizing goals and see if we’re a good fit before working together.
Once they schedule an organizing session (or multiple sessions) with us, we will send you an invoice for the amount you wish to gift your loved one.
Do you offer estate sales?
The short answer: No.
Here’s a more nuanced answer: 95% of the clients we serve do not have enough items of value ($8,000+) to hold an estate sale. Most often, folks have a handful of valuable items that are more appropriate for consignment or auction. We are happy to expertly manage this process for you (at our hourly rate).
For those who truly have enough value to hold an estate sale, the Big Rocks team will efficiently sort + organize your items, and partner with another women-owned business to run the sale. We will remove any unsold items after the sale. Most estate sale partners are scheduling 2+ months in advance. Consignment and auction could be a better fit because the items leave the home immediately.
If you prefer to DIY, here are some resources:
- Local Consignment + Resale Options
- A Clean Slate PDX
- Bloomsbury Fine Arts and Antiques
- Places to Donate Stuff
Ready to Get Started? Here’s How.
FREE EXPLORATORY CALL
Schedule your Free, 30-minute exploratory call to discuss your organizing projects in the Portland Metro area.
During that call, we’ll assess your needs and schedule next steps if it feels like a good fit for you and also for our team.
Your organizers will arrive with everything they need to create progress on your organizing, rightsizing or moving project.