All Frequently Asked Questions

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FAQ

How Dropoff Works

Please fill out our Sales Form or call 1-888-DROPOFFext 2 and we can quickly set up an account for your business.

Scheduling a delivery is simple:

  1. Log into your Dropoff account to view the Order page.
  2. Add your order details.
  3. Review your order and click the "SUBMIT ORDER" button.

Need more help? Watch our short How to Place an Order video

Dropoff is available 24 hours a day, 7 days a week. If you are an existing Dropoff customer you can place an order online or give us a call at 1-888-DROPOFFext. 1.

Dropoff is in dozens of cities nationwide and continually expanding. To see if we are currently serving your city, click here. If you don't see your city on the list, please give us a call at 1-888-DROPOFFext. 1.

Depending on the time of day your order is placed and mileage, we offer multiple time frames. This includes 4-hour, 2-hour, and 90-min windows.

If you need to make a change to your Dropoff order once it has been placed, please call us at 1-888-DROPOFFext. 1 or chat with us online. Additional charges may apply.

If you need to cancel your order before a driver has been assigned and it is 2 hours or more until your ready time, you may cancel online. If you do not meet this criteria give us a call at 1-888-DROPOFFext. 1 or chat with us online. Additional charges may apply.

Your Dropoff order page provides you with a direct contact number to the driver. You may call the driver at any time while the order is in motion. Once the delivery has been completed, the contact number will deactivate. If your order has already been completed, please give us a call at 1-888-DROPOFFext. 1.

Yes. You can choose from the following Service Types:

ASAP: Deliveries will typically be completed within a 90-minute window, however, timing will be dependent on distance and time of day.

2-Hour: Deliveries will be completed within 2 hours of your Ready Time selected. This option is typically available when scheduled by 3:00 pm on the day of delivery.

4-Hour: Deliveries will be completed within 4 hours of your Ready Time selected. This option is typically available when scheduled by 1:00 pm on the day of delivery.

After Hours: Additional after-hours rates apply to deliveries with Ready Times after 5:00 pm through 7:59 am weekdays, and all day on weekends.

Holidays: Holiday rates apply for Dropoffs scheduled to be delivered on nationally-recognized holidays, including New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas day.

This is the time your order is ready for pick up. Your driver will arrive within your service window to pick up and deliver your order. Our goal is to have your Dropoff delivered no later than the end of your service type window. Additional charges do apply if the driver arrives and your order is not ready within 5 minutes of your ready time.

Deliveries can be scheduled up to 90 days in advance.

Yes. We offer an easy-to-use API that seamlessly integrates into your online sales platform. When your customers place an online order with your company and choose "Same Day Delivery", your system will immediately connect to our system to create an order.

Typically, no. Dropoff picks up and drops off within a window of time. Due to many factors outside of our control, we cannot guarantee a specific pick up time. Exceptions can be made with recurring orders and routes. To learn more, please call us at 1-888-DROPOFFext. 1.

Yes. Dropoff can replace your fleet, augment your fleet, or provide seasonal help during your busy seasons.

Yes. You can put your drivers on the Dropoff app and we will manage them for you. Please contact us at 1-888-DROPOFFext. 2 to learn more.

Yes. If you have specific requirements for your items, you can include them when you place your order. We offer temperature-control for sensitive items, such as pharma products, laboratory specimens, foods and beverages, and botanicals.

Yes. When you place your order, you can customize your Driver Actions, including how your Driver obtains delivery confirmation (ex: photo or signature) and how you receive delivery confirmations (ex: text, email, portal update). Barcode scanning and age verification are also available.

Yes. Your Dropoff portal enables you to track your deliveries in real-time on a live map once your delivery is submitted and accepted by the Driver. You can access the portal from a link on our email confirmations or from the View Your Dropoffs page on our Client site.

Need more help? Watch our short How to Place and Track an Order video.

Yes. Your items should be packaged and ready for delivery by the time your Driver arrives. Please secure all items properly, including fragile items that should be protected from damage with shock-absorbing packing materials. The Driver, at their discretion, may refuse to pick up items if they are not properly packaged.

We thoroughly screen all of our drivers 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 and we continually monitor our client ratings and reviews, as well as evaluate their performance using objective data. In addition, our Drivers are HIPAA-compliant, carry four levels of insurance for added protection, wear Dropoff uniforms, and drive Dropoff-branded vehicles.

You can track your orders on a live map in real-time from the moment your order is initiated and accepted until it is delivered. While placing your order, you can also request email and/or text notifications be sent to the order placer and the recipient.

We deliver items for Healthcare, Retail, Industrial, Business Services, and Food & Grocery industries. As long as your items are not listed in our "Restrictions, Policies, and Additional Fees" section below, we can deliver it. You can also call our Customer Support team at 1-888-DROPOFFext. 1 to verify your items are allowed.

Pricing

Dropoff's Quick Quote tool is a great option to get pricing once you are logged in. We are always transparent with pricing and will display your price prior to your order being submitted.

For prospective clients, please fill out our Sales Form or call 1-888-DROPOFFext. 2 for a customized price estimate.

For existing clients, log into your account via our Client Site and use the Quick Quote tool to get an accurate price estimate.

Additionally, as mentioned above, when you start a delivery 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 confirming your order.

As long as there are no changes to your Dropoff order (ex: location change, waiting time, cancellation, After Hours pickup/delivery, or van usage) once it's in transit, the price charged to your payment method will be the price we initially quoted you, with no hidden fees or fuel surcharges.

If your order will not fit in a car it will require a van or larger vehicle to transport. A $30 premium will be charged.

Yes. Please contact your Dropoff Sales or Account Representative for information.

My Account

Our Customer Service team is always here to help and provide you with the highest level of service possible. There are three ways to contact us if you need help with your account:

  1. Call our Customer Support team at 1-888-DROPOFFext. 1 or chat with us online.
  2. Email us at support@dropoff.com.
  3. If you need to reach your Dropoff Driver immediately about an in-transit delivery, your driver's contact number is provided on the Order page on our Client site and in your "Your Driver Is on the Way" confirmation email or text message.

Log in to your account and click "View Your Dropoffs". You will see a list of all of your in-progress, scheduled, and past orders, as well as the order status. Click the order you would like to view and you will be taken to the Details page for that delivery. Here, you can track your delivery in real-time or see the details of completed deliveries.

Log into your Client Site and click "Add New Users" to add as many new Users to your account as you like. You can also assign User Permissions to each new user on your Account.

You can assign users permissions 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.

Dropoff can bill daily, weekly, bi-weekly, or monthly. We can also set up ACH direct billing and work with billing vendors. For additional options, please contact our Finance team at 1-888-DROPOFFext. 3.

Sorry, we do not offer third-party billing at this time.

Technical

We support the following browsers:

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

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

Yes. Our app is available for both iOS and Android devices. You can find the Dropoff app at the Apple App Store and the Google Play Store. Our website is formatted for your mobile browser as well.

Yes. Please contact your Dropoff Account or Sales Representative or 1-888-DROPOFFext. 2 for more information about our API.

Our API supports Ruby, GO, Javascript, .NET, and PHP. Please contact your Dropoff Account or Sales Representative or 1-888-DROPOFFext. 2 for more information.

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 Dropoff Account or Sales Representative or 1-888-DROPOFFext. 2 for more information.

Restrictions, Policies, and Additional Fees

Yes. In order to ensure all of our clients receive the on-time service they expect, we charge $0.50 (USD) per minute the Driver must wait past the initial Ready Time. We do offer a 5-minute grace period before we begin charging.

Additionally, if your package is not prepared and ready for pick up within 5 minutes of your driver arriving or the quoted Pick Up ETA (whichever is later), your delivery may need to be rescheduled at the Driver's sole discretion. The driver may choose to leave if your order is not ready upon arrival within your delivery window.

No. You can use Dropoff as often as you like, with no contracts, monthly fees, or minimums.

Dropoff is happy to accommodate packages of many sizes and weights. For every Dropoff delivery, the first 40 pounds is already included in your price. For packages more than 40 pounds, we charge an extra $0.12 (USD) per pound over 40 pounds.

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

If your order requires a larger vehicle, it will be subject to a $30 premium.

The following items are restricted and may not be shipped with Dropoff:

  • Firearms
  • Fireworks
  • Tobacco products
  • Flammable, dangerous 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, 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 permission to ship

For more information, see our complete Terms of Service.

Yes. We are 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.

Yes. We can deliver alcohol as long as it does not cross state lines or dry counties and is in a closed container.

Sorry, but as a safety precaution, Dropoff and its Drivers do not off COD delivery service. Our Drivers do not carry cash and cannot pay out of pocket for the purchase of items to be delivered.

Careers

Please visit our Careers page.

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.

It may take a few days for someone from our team to review your application. We will contact you if we are interested in speaking with you about an open position.

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