Free cancellation window
Customers may cancel or reschedule without a cancellation fee up to 24 hours before the confirmed delivery window.
Late cancellations
Cancellations made within 24 hours of the delivery window may be charged a route fee if inventory was held and delivery was already scheduled.
No access or missed delivery
If the driver cannot safely access the property during the confirmed window because of missing gate codes, blocked parking, unsafe conditions, or unanswered contact attempts, a rescheduling fee may apply.
Weather and safety
Temporary Totes may reschedule delivery or pickup because of unsafe weather, road conditions, wildfire smoke, ice, or other safety concerns.
Refunds
Approved refunds are returned to the original payment method when possible. Processing times depend on the payment provider.