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FREQUENTLY ASKED QUESTIONS

How Dropoff Works

How can I set up a Dropoff Account?
Please fill out our Sales Form  or call 1-888-DROPOFF, ext 2 and we can quickly  set up an account for your business.
How do I place an order using Dropoff?

Sending a Dropoff can be done in a few easy steps:

1) Log into your account on Dropoff to view the Order page.

2) Add your order details

3) Review your order and click the “SUBMIT ORDER” button.

Feel free to watch our short How To Place an Order video

Once your order is submitted, A nearby Dropoff Driver will accept your order and head to the pickup destination. Throughout the delivery, we’ll keep you notified via email confirmations. We’ll include your Driver's contact information so you can reach them at any time.

Once your package is delivered, you’ll receive a confirmation email including signature verification. You will have the ability to rate and review your experience at the end of each delivery.

 

 

What are your hours of operation?

Dropoff is available 24 hours a day, 7 days a week.

Our regular business hours are from 8:00 am to 5:00 pm. If you need to place an order outside of these hours, please call our Customer Service team at 1-888-DROPOFF, ext 1. After Hour rates may apply.
What cities does Dropoff serve?
Dropoff is rapidly expanding! Check here often for the latest list of cities we serve.
How fast do you deliver?

Depending on the time of day your order is placed, we offer 4-hour, 2-hour, or ASAP delivery.

How do I make a change to my order?
If you need to make a change to your Dropoff once an Driver is already en route, please call us at 1-888-DROPOFF, ext 1 and we’ll help to get your delivery re-routed. We’ll honor re-routing requests placed once a package is in transit to the best of our ability, although additional delivery charges, wait fees or delays may apply.
Can I cancel an order once it’s submitted?
We are happy to honor all cancellation requests as long as your Driver hasn’t initiated or picked up your order. Cancellation and re-routing requests may be subject to additional charges.

If you need to cancel an order after you’ve submitted it, please contact our Customer Service Team as soon as possible at 1-888-DROPOFF, ext 1.
Can I track my Dropoff delivery in real-time?

Yes, Dropoff gives you real-time tracking on every delivery. Once your Dropoff is submitted and accepted, you will be able to track your delivery on a live map throughout the process. You can access this from our email confirmations or from the View Your Dropoffs page on our client site.

Feel free to watch our short How To Place and Track an Order video

Do I need to prepare my package for transit?
Yes, your items should be packaged and ready for delivery when your Driver arrives. All items should be properly secured and fragile items should be protected from damage by shock absorbent packing materials. The Driver, at their discretion, may refuse pickup if the item is not properly packaged.
What kind of credentials do your Drivers have?
Dropoff Drivers are thoroughly screened with the most exhaustive federal and local criminal background checks available, as well as DMV driving history reports. Only those that pass our stringent criteria become Drivers. In addition, our Drivers are HIPAA compliant, carry four levels of insurance for added protection, wear uniforms, and drive branded vehicles.
How do I contact my Dropoff Driver for last-minute delivery issues?

If you need to reach a Dropoff Driver immediately about a delivery that is in transit, your Driver's mobile phone number is provided on the Order page on Dropoff’s client site and in the “Your Driver is on the Way” confirmation email.

You can also call our Customer Service team at 1-888-DROPOFF, ext 1.

What Service Types does Dropoff offer?

ASAP: Dropoffs will be completed in the absolute quickest manner possible, with exact timing dependent on delivery distance and time of day.

2-Hour: Dropoffs will be completed within 2 hours of pickup time. Available when scheduled by 3:00pm on the day of delivery.

4-Hour: Dropoffs will be completed within 4 hours of pickup time. Available when scheduled by 1:00pm on the day of delivery.

After Hour: Applicable from 5:00 pm through 7:59 am weekdays, and all day on weekends.

Holiday: Applicable for Dropoffs scheduled to be delivered on holidays.

On what holidays does Dropoff charge a Holiday rate?
Dropoff charges holiday rates on the following holidays, including the days that these holidays are nationally observed, if different from the actual day: New Year's Day, Memorial Day, Independence day, Labor Day, Thanksgiving, and Christmas.
What is Ready Time?
This is the time when your Dropoff is ready for pickup. Your Driver will arrive after the Ready Time, within your Service Type window.
How far in advance can I schedule a Dropoff?
Dropoffs can be scheduled up to 90 days in advance.
What browsers does Dropoff support?

We support the following browsers:

Chrome 49.x-59.x, IE11, Safari 8.x, 9.x, and 10.x, Firefox 52.x and 53.x, Edge 13.x, 14.x, and 15.x 

We recommend always keeping your browser updated to its latest version.

My Account

I have issues with my account. How do I get help?
Our Customer Service team is always here to help and provide you with the highest level of service possible. There are three ways to reach us if you need help with your account:

1. Call our Customer Service team at 1-888-DROPOFF, ext 1.

2. Email us at support@dropoff.com and we’ll respond as quickly as we can.

3. If you need to reach a Dropoff Driver immediately about a delivery that is in transit, your Driver’s mobile phone number is provided on the Order page at on our client site and in the “Your Driver is on the Way” confirmation email.
How can I view my Order History?
Log in to your account and click “View Your Dropoffs.” You will see a list of all your in-progress, scheduled, or past orders, along with the order statuses. Click the order you’d like to view and you will be taken to the details page for that Dropoff. Here you can track your delivery in real-time or see the details of completed deliveries.
How do I add other users to my Account so they can create orders too?
Go to the “Users” section of the Dropoff website and click “Add New Users” to add as many new Users to your account as you like.
What are User Permissions?
You can assign users permission for various levels of access within Dropoff.

Billing: Creates orders, manages users, adds/deletes addresses and receives Dropoff invoices

Admin: Creates orders, manages users and adds/deletes addresses

User Role: Creates orders and adds/deletes addresses
Can I get billing invoiced for my company?
If your company would like to discuss invoicing terms, please contact our Finance team at 1-888-DROPOFF, ext 3.
How do I add a credit card to my account?
Please contact our Customer Service team at 1-888-DROPOFF, ext 1 to add a credit card to your account. Please note that by adding a credit card you will be automatically billed with the generation of your invoice.
Can you bill my customers directly?
Sorry, we do not offer third party billing at this time.

Pricing

How can I get a price estimate for my Dropoff?

Once you login to your account our client site, use the Quick Quote tool to get an accurate price estimate.

Additionally, if you start a Dropoff through our order form and enter the address and package information, you will have a chance to review the cost, estimated delivery time, and other details before placing your order.
What are your rates for delivery?
Dropoff rates are based on both time and distance from your pickup location to the delivery location selected. Please use the Quick Quote feature after you login to your account to estimate your delivery cost.
Is the quoted price exactly what I’ll pay, or are there any hidden charges?
As long as there are no changes to your Dropoff once it is in transit (location changes, waiting time, cancellations, After Hour pickup/delivery, or van usage), the price charged to your payment method will be the price we initially quoted you, with no hidden fees or fuel surcharges.
Will I be charged extra if my Driver has to wait?
Yes, if you require an Driver to wait longer than 10 minutes as part of the delivery - for example, standing in line or waiting for a signature - we will add $0.50 cents (USD) per minute waited past the initial Ready Time.

Additionally, if your package is not prepared and ready for pickup within 10 minutes of your Driver arriving or the quoted Pickup ETA (whichever is later), your Dropoff may need to be rescheduled at the Driver’s sole discretion, and we may add a surcharge of $0.50 cents (USD) per minute waited to your final charge.
Are there any other fees I should know about?

If your Dropoff requires a van, you will be charged at $30 van fee on top of your delivery price.

If you request a cambro to transport your items, you will be charged a $25 cambro fee, on top of your delivery price.
Do you offer route-based pricing?
Please contact your Sales or Account Representative for information on route-based pricing.
Do you require a minimum amount of deliveries per month?
No. You can use Dropoff as often as you like, with no contracts, monthly fees, or minimums.

Restrictions & Policies

What is the maximum size and weight for packages?

Dropoff is happy to accommodate packages of many sizes and weights. For every Dropoff delivery, the first 40 pounds is free, and then we charge $.07/pound.

If your items will not fit in a normal passenger car, please contact us at 1-888-DROPOFF, x1 or support@dropoff.com to make special arrangements for your Dropoff.

If your order requires use of a Dropoff van, it will be subject to a $30 van fee.
What kinds of items can I NOT send with Dropoff?

The following items are restricted and may not be shipped using Dropoff: firearms; fireworks; tobacco products; flammable or dangerous goods or hazardous materials (except dry ice); open beverage containers of any kind; under-secured fragile or rare items; human corpses and/or cremated remains; used hypodermic needles and syringes or medical waste; packages that require us to obtain a federal state or local license for transportation; packages that may cause damage or delay to equipment, personnel, or other packages; gaming devices (such as lottery tickets) where prohibited by federal, state or local laws; packages whose carriage is prohibited by law, statute or regulation of the state in which the package may travel; stolen goods; any items which you do not have the right, standing or permissions to ship.

For more information, see our complete Terms of Service.

Can I send food packed with dry ice or cold packs?
Yes, we’re happy to accept food packed with dry ice or cold packs, as long as it is packaged safely and completely sealed, with no leakage whatsoever.
Do you have larger vehicles for shipping big items?

Yes, we have large cargo vans available that can accommodate large deliveries.

Please contact us at 1-888-DROPOFF, x1 or support@dropoff.com regarding any deliveries you think will require special accommodations.
Does Dropoff deliver food catering orders?
We are happy to deliver catering orders of any size, as long as the order is prepaid at the pickup location and packed for proper transfer. 
Does Dropoff deliver alcohol?
Yes, we can deliver alcohol as long as it doesn’t cross state lines or dry counties.
Does Dropoff accept COD deliveries?
Our apologies, but Dropoff and its Drivers do not offer COD (Collect on Demand) delivery service. Our Drivers do not carry cash, and cannot pay out of pocket for the purchase of items to be delivered. Your Driver will be happy to help with almost any other service request.

App & More

Do you have a mobile app?
Yes. Our app is available for both iOS and Android devices You can find it on the Apple App Store or Google Play Store.
What is Dropoff Tracker?
Dropoff Tracker enables our enterprise clients to view and live-map track all deliveries happening at a given time at the headquarter, regional, or store-specific level. Contact your Account or Sales Representative for more information.
Do you have an API?
Yes, we do. Please contact your Account or Sales Representative for more information about our API.
What languages does your API support?
Our API supports Ruby, GO, Javascript, .NET and PHP. Please contact your Account or Sales Representative for more information about our API.

Becoming a Driver

How do I become a Dropoff Driver?
Please visit our Become a Driver page and click on the city you are located in to fill out an application. Thank you for your interest!
How do I find out the status of my application?
It may take a few days for someone from our team to review your application. If we’re interested in speaking with you about your candidacy we’ll be in touch.

Can't find the answer you're looking for?

With general or technical questions, email support@dropoff.com or call 1-888-DROPOFF.

With press inquiries, email press@dropoff.com.