When a pickup attempt fails, this typically indicates that the driver was unable to access your luggage. If you reach out to us immediately we may be able to reschedule your pickup for the same day; otherwise, we will automatically schedule a second pickup attempt for the following business day. We recommend reviewing the below information to ensure the next attempt goes smoothly:
- 1
- Confirm the driver has a complete and correct pickup address by following these steps: My Account > Trips > View Trip > Next Steps > Pickup Status. If any changes need to be made, please email us.
- 2
- Will the driver need a gate or door code? Please contact us if so.
- 3
- Ensure your luggage is in an accessible location for the driver. If the driver doesn't have access to your front door, you may be required to bring your luggage to a lobby, mailroom, leasing office, concierge desk, etc.
- 4
- Are your labels securely attached to your luggage and visible to the driver? If the driver can't see your labels, our carriers may not know it's ready to be collected!
- 5
- Are there any additional special instructions we can provide to the driver for you? If so, we are just an email away!
Pro Tip
If your luggage is inside your home with you, you should leave a note on your door to indicate any requests such as "Ring Doorbell for Pickup."
We have an all-day pickup window that lasts from 9 AM - 7 PM, and your luggage needs to be available to the driver throughout this entire window. Our carriers do not carry cell phones and will be unable to call upon arrival. LugLess will schedule up to two pickup attempts per trip and may require additional information be provided if our carriers are unable to successfully pickup your luggage. If you would prefer to drop off, you can absolutely do so!