Prohibited Items Policy

Don't book a pickup for a package that contains:

• Hazardous materials, including flammable, explosive, corrosive or toxic items, compressed gases, and anything a carrier classes as dangerous goods
• Loose, damaged or recalled lithium batteries, and any batteries the carrier won't accept
• Firearms, ammunition, weapons and their parts
• Illegal items, controlled substances and drug paraphernalia
• Alcohol, tobacco and vaping products
• Perishable food, live animals and live plants
• Cash, gift cards, jewelry, precious metals and other high-value items
• Medical waste or items that are leaking, wet or giving off an odor
• Packages that aren't sealed, or that are larger or heavier than the size you booked
• Anything the carrier or retailer for that return won't accept

Carriers and retailers have their own rules about what can be shipped or returned. Even if an item isn't listed above, we can't take it if the carrier or retailer for your return won't accept it. Check your return instructions before booking.

Our driver can decline any package that appears to contain a prohibited item, or that is open, leaking, or larger or heavier than the size you booked.

• Package not out or not accessible. Leave your package where you said it would be before your window starts. If our driver can't find or reach it, the pickup is marked missed and handled as described in our Refund Policy.
• Incorrect or missing label. Use the label the retailer gave you, or book label generation. If a label is missing, unreadable or for the wrong carrier, our driver may not be able to collect the package, and the pickup is treated as missed.
• Not sealed or packed properly. Packages must be sealed and packed so they can travel safely. Our driver can decline a package that's open, leaking or likely to break, unless you booked repackaging.
• Larger or heavier than booked. Book the size that matches your package. If it's larger or heavier than booked, our driver may not be able to take it. We'll contact you to rebook at the right size.
• Refused at the return location. If the carrier or return location refuses your package (for example because of the label or its contents), we'll contact you to arrange what happens next. Getting the package back to you, or another attempt, may need a new booking.

If you're not sure whether we can take an item, ask us before booking.