Home Pickup is an add-on feature that allows a consumer to schedule a courier pickup at the end of their return experience for a small fee. The consumer will print their label and pack their items and hand them to the courier. The courier will drop off the items with the carrier who ships them to your fulfillment center.

Home Pickup will be provided to US Narvar customers who offer the “By Mail” return method and use one of the following carriers: UPS, FedEx, USPS, and Newgistics.

Home Pickup is currently available in 9 metropolitan areas currently supporting Home Pickup

Atlanta, Austin, Baltimore, Chicago, Dallas, Houston, Newark, Northern Virginia, Philadelphia

Consumers must be located in zip codes where our couriers are operating and they must also use the “By Mail” return method to schedule a pickup. “By Mail” is required because our couriers are not able to print shipping labels at this time.

Narvar’s Home Pickup is no-cost service to the retailer. 
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Each individual package pickup is a single $6.95 convenience fee (in addition to any existing return fees the consumer is already paying the retailer). This fee is non-refundable except for cases where the courier failed to pick up the package. Consumers cannot consolidate returns from multiple retailers into a single pickup.

Pickups will take place on the date scheduled by the consumer. The courier will pick up the packaged return items at any time between 9AM and 4PM. The consumer is not required to hand their package to the courier in person.

Once the consumer has scheduled their pickup, they will receive a confirmation email summarizing the time and place of the pickup.

The consumer's return package should be less than 10 lbs and smaller than 18 inches. Smaller items such as apparel, shoes, and accessories will typically qualify, but larger items like appliances and furniture will not be accepted. The courier may decline to accept packages that do not qualify.

No, a pickup cannot be canceled. Pickups can be rescheduled by Narvar if the user emails narvar_returns@narvar.com. If the consumer cannot make the pickup time, they can drop off their package and label at a nearby carrier location for no additional charge.

Narvar will capture general metrics about volume, success rates, issue rates, and completion. At this time, these will not be displayed in our Analytics dashboard but can be made available in designated reports on special request.

Not at the moment, but this is something we are actively exploring. If you are interested in subsidizing the cost of Home Pickup for your consumers please contact your Customer Success Manager.

At this time, the Home Pickup consumer-facing experience cannot be customized.

We expect issues to be few and far between. In the 6-month Pickup pilot earlier this year, we had a complaint rate of 1.3% and 0 loss or damage claims. However, we do have the following procedures for issues.
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If the courier arrives and the package cannot be found—or is not properly packed and labeled—the courier will leave and the user cannot receive a refund for the pickup convenience fee.
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If the courier does not arrive within the pickup window, consumers can email us at Narvar_Returns@narvar.com and we will refund them the pickup convenience fee.

If loss or damage occurs after the package has been picked up, the consumer should contact the retailer’s customer care team who will file a claim. After a claims investigation with the Courier, Narvar will reimburse the retailer accordingly. 

If there is an issue during the Home Pickup process, consumers can email Narvar_Returns@narvar.com and we will respond within 48 hours.

If you need to temporarily opt-out of Home Pickup, please contact your Customer Success Manager.