Though we’ve worked to make shipping as seamless as possible for you, a lot is happening behind the scenes! Your pickup is one stop on a tightly scheduled route for a single driver, who collects all the items that eventually fill their truck. To ensure a successful attempt, make sure to review the process.
Found in this article
- How does pickup work?
- Where should I leave my pickup for the driver?
- Can I track my pickup or contact the driver?
- My pickup failed
How does pickup work?
Pickup comes included with our Extra plan, otherwise, it’s a $7 upgrade per package. This upgrade can be made within your LugLess account. Simply head to "Get Labels" > "Other Label Options" after booking. Please note, our carriers do require 24 hours' notice to facilitate pickups–if your trip is scheduled within 24 hours, you’ll need to reschedule it before adding pickup!
On your scheduled pickup date, you’ll want to ensure your labels are attached and the shipment is in the designated area for the driver.
- Pro tip: As long as your items are labeled and in the right area, you do not need to be present for the pickup. Upon arrival, the driver will simply scan your labels and collect the packages.
Where should I leave my pickup for the driver?
While pickups from most locations occur in the same place as delivery, you’ll want to confirm the designated area for your address:
Pickup from an apartment
Depending on the apartment building/complex, pickup locations can vary. If your complex has a concierge, mailroom, or leasing office that receives deliveries, you must leave your shipment there. If you have your packages delivered to your doorstep and don’t have these areas, then you should leave your luggage there.
Pickup from a single-family residence
The driver will pick up your shipment from the same door they deliver your packages to! You can either opt to leave your labeled items outside for the driver, or if you'll be home, please leave a note on your door to indicate any requests, like ringing the bell or knocking on the door.
Pickup from a college campus
All pickups from a college campus occur from a centralized mailroom for the safety of both the driver and students. Due to security restrictions, our carriers are not allowed to enter dorms at any college or university.
Pickup from a hotel
Upon checkout, please provide your luggage to hotel staff and ask them to bring it to their shipping and receiving location. Some hotels have a loading dock, while others may receive shipments right to the front desk. They'll know what to do!
Pickup from a summer camp
LugLess can schedule a pickup directly from a summer camp. Please verify the shipping address with the camp, as it may be different from the address used for driving directions. We recommend scheduling the pickup one business day after the camp session ends.
Pickup from a storage unit
While our carriers can pick up from storage facilities, drivers will not be able to access your unit directly. Your items must be ready at the front desk of the facility with the labels attached in order for them to be collected.
- Keep in mind that one driver collects all the items that ultimately fill their truck. Following the proper pickup procedure ensures they remain on schedule and avoids delaying someone else’s pickup.
Can I track my pickup or contact the driver?
Unfortunately, carriers do not yet offer tracking for pickups. Additionally, drivers are not equipped with phones, so they may not call upon arrival. Generally, following the pickup procedure avoids the need to contact the driver. You can, however, coordinate your pickup by contacting the carrier directly. When calling, you’ll say “pickup status” at the prompt, then provide your Customer Pickup Request number, which can be found in your account.
- FedEx Support: 1 (800) 463-3339
- UPS Support: 1 (800) 742-5877
My pickup failed
Though most pickups occur on their first attempt, if your labels are not scanned, a second attempt will automatically be scheduled for the following business day at no charge. To avoid the same issue, make sure to follow the outlined pickup procedure, and that you’re not making one of these common mistakes:
- Pickup at an apartment → Make sure to have your item in the designated area, which is the mailroom or leasing office.
- Driver did not call → Drivers are only permitted to use their phones in the case of an emergency. Unfortunately, they will be unable to call upon arrival.
- Pickup at a hotel → Confirm with the front desk where your shipment was left for the driver. Some locations may have a designated loading dock, while others receive pickups at the front desk.
- Unlabeled or poorly labeled items → Drivers are not equipped with printers or packing materials, so your shipment should be ready upon their arrival.
FAQs
Can I request that the driver come directly to my unit? You are welcome to further coordinate with the carrier directly to make any requests. While LugLess cannot guarantee their ability to do so, the carrier will work to fulfill all requests.
What if the driver called, then left? That would indicate the driver attempted to collect your items from the designated area but was not able to find them, resulting in a failed pickup. In the event of a failed pickup, a second will automatically be scheduled for the following business day at no charge. Carriers do not allow for same-day scheduling or rescheduling.
What if the driver came, scanned my labels, but did not take my packages? Likely, there was not enough room in the truck for your shipment. While drivers are aware of how many items they are collecting from you, a pickup before yours may have been larger than expected. While the driver will likely return shortly, reach out to our team so we can ensure a backup attempt is scheduled.
What if the driver came, but did not scan my labels or take my packages? If your labels were not scanned, a second pickup will automatically be scheduled for the following business day at no charge. If you’re unsure of the issue, reach out to our team so we can assist.
Can the driver print my labels? Drivers are not equipped with printers, so they cannot print your labels. Your labels should be printed and attached prior to the driver’s arrival.
Can the driver help me with taping the boxes? Drivers are unable to assist with packaging your shipment as they must make it to all the pickups on their route. To ensure your items are collected, they should be ready when the driver arrives.
Can the driver bring flytags for my luggage? In order for your item to enter transit, the label must be attached. Unfortunately, drivers are not able to do this for you, so if you do not have flytags, consider taping your label directly.
Can I schedule weekend pickup? Pickups can only be scheduled Monday through Friday.
Can I track the driver’s location? At this time, carriers do not allow for tracking pickups.