If we arrive at the pickup location and can't reach the seller OR are denied entry to the building, our team notifies our dispatcher who will try to resolve the issue. We'll call, text, and email to try to get in touch and organize pickup - we understand that you've planned for delivery and we'll do everything we can to make it happen.

If we aren't able to contact the seller within 20 minutes, our delivery team will have to move on to their next stop since they have multiple stops and a full schedule. At this time, your delivery will have to be rescheduled for a later date. To prevent the sale from completing, our dispatcher will move the delivery date two weeks as a placeholder. From there, you can reschedule via your account or with the assistance of our team.

It's our priority to resolve this as quickly as possible. If we do not hear back from the seller in 24 hours, the sale will be cancelled and you will be refunded in full in 1-2 business days.

Please make sure to notify us of any alternate contact information or specific directions for pickup - our team relies on this for a smooth delivery experience!