Scheduling a return
How do I schedule a pickup?
Go to Book a Pickup, enter your address and package details, choose a date and pickup window, and pay. It takes about two minutes. If you have an account, you can also book from the customer app.
How far in advance do I need to book?
You can book a pickup for any day from tomorrow up to a week ahead.
Where does Skoopar operate?
We currently serve Washington, DC. We'll announce new areas as we expand.
Which carriers do you support?
All major carriers, including UPS, USPS, FedEx, DHL, and OnTrac. If you already have a return label, we'll take the package to the right drop-off location.
How much does it cost?
From $11.99 for a small package; larger and heavier items cost more, and extra packages from the same address are $4.00 each. Optional add-ons: return label generation ($2.99) and repackaging ($3.99). You see your exact total before you pay. See pricing.
Preparing your package
How should I prepare my package?
Seal the package and attach the return label, then leave it at your door before your pickup window starts.
Do I need a return label?
No. If you don't have one, add label generation ($2.99) when you book and we'll take care of it.
My item isn't packed yet. Can you help?
Yes — add repackaging ($3.99) when you book. Leave the item out and we'll bring suitable packaging.
Pickup times
What pickup windows are available?
Two-hour windows from 8:00 AM to 8:00 PM: 8:00 AM – 10:00 AM, 10:00 AM – 12:00 PM, 12:00 PM – 2:00 PM, 2:00 PM – 4:00 PM, 4:00 PM – 6:00 PM, 6:00 PM – 8:00 PM.
Do I need to be home?
No. Just leave your package at your door before your window. You can follow each step on the Track Return page.
Cancellations & changes
Can I cancel a pickup?
Yes. While a pickup is still scheduled (before a driver is assigned), you can cancel it yourself from My Returns in the customer app. After a driver has been assigned, please contact us.
Will I be charged if I cancel?
No. Cancelling before a driver is assigned is free, and we automatically refund what you paid. See our Refund Policy.
Can I change my pickup time or address?
Contact us with your return ID and the change you need, and we'll help.
Tracking your return
How do I track my return?
Enter your return ID (for example SKP-A1B2C3) on the Track Return page. If you have an account, all your returns are listed in the customer app.
What do the tracking statuses mean?
Your return moves through these steps: Pickup Scheduled → Driver Assigned → Package Picked Up → On the Way to Carrier → Dropped Off → Return Completed.
Where do I find my return ID?
It's in your booking confirmation email, and on each return in the customer app.
Payments
How do I pay?
You pay by card when you book. Payments are processed securely by Stripe — Skoopar never sees or stores your full card number.
I was charged twice. What should I do?
Contact us with your return ID(s) and we'll look into it. See duplicate charges.
Refunds
How do I request a refund?
Use the contact form and choose "Refund request", including your return ID. Our Refund Policy explains when refunds apply.
Does Skoopar handle the refund for my purchase?
No — the retailer issues your purchase refund once they receive your return. Skoopar's refund policy only covers the pickup fees you paid us.
Missed pickups
My driver didn't come. What now?
Contact us with your return ID and we'll sort it out. See failed pickups in our Refund Policy.
I forgot to leave my package out.
Contact us as soon as you can with your return ID. Our Refund Policy explains what happens next.
Account problems
I forgot my password.
On the Log In page, choose "Forgot password?" and we'll email you a reset link.
I can't access my account or email.
Contact us from an email you can access and we'll help verify your account.
I'm a driver. Where do I sign in?
Drivers use the Skoopar Driver app. Interested in driving? See Drive With Us.
Contacting support
How do I reach Skoopar?
Send us a message through the contact form, or email hello@skoopar.com. Including your return ID helps us respond faster.
Still need help?
Our team will get back to you by email.