Address Issues
Wrong Address Entered? If you realize you submitted the wrong delivery or pickup address:
Go to your Order page in the app
Tap Update next to the delivery or return address to make changes
If your delivery or pickup is already in progress, contact Pickle Support immediately
Note: Couriers can only be dispatched after the correct address is confirmed and a time slot is accepted in the app. If the item is delivered to the wrong address due to incorrect information you provided, Pickle may have limited ability to intervene — always double-check your address before confirming.
Courier Delays or No-Show
My courier hasn't arrived:
Check the Order page — if the courier was dispatched, tracking details will be available via text and/or in-app
Confirm that both parties accepted the scheduled pickup or drop-off time — no courier will be dispatched without mutual confirmation
If the courier is late or does not show up:
Reach out to the other user to confirm another sot would work with them
Propose a new time slot through the app
Contact Pickle Support to help reschedule or troubleshoot
Courier canceled: If a courier cancels due to weather, capacity, or another issue, propose a new time slot in the app and wait for the other party to confirm. The system will attempt to dispatch a new courier automatically.
Where is my courier? Once your delivery is confirmed, you will receive a tracking link via text with real-time updates. If you did not receive the text or it is not updating:
Check that your phone number is correct in your Pickle account settings
Contact Pickle Support with your order details and we will confirm the courier status for you
Shipping Issues
My package hasn't arrived:
Check the tracking link available on your Order page
Check your label for the correct carrier — always use the carrier listed on your specific label as this may vary by order
Allow for the delivery window based on the shipping speed selected at checkout
Tracking has stopped updating:
Wait 24 hours as carrier systems can sometimes lag
If tracking has not updated after 24 hours, contact Pickle Support with your order details and tracking number
Item marked as delivered but not received: If your tracking shows delivered but you did not receive the item:
Check with your doorman, building staff, or neighbors
Contact Pickle Support — we will need CCTV footage from your building and/or contact with building management to proceed with a claim
Note: Once a signature has been collected — whether by you, your doorman, or anyone at your address — the item is considered delivered and Pickle cannot be held responsible after that point.
Hand-Off Orders
If you are arranging a Hand-Off and the other party is unresponsive:
Message them through the Pickle app
Use the bump button to send a follow-up notification
If there is still no response, contact Pickle Support with the order name and username so we can help coordinate
Always arrange Hand-Offs in a safe, public location and keep all communication within the Pickle app. Do not leave items unattended — Pickle is not liable for items left without a direct person-to-person exchange.
Tips for Smooth Delivery
Always double-check your address before confirming delivery or pickup
Propose and accept time slots in advance — no courier will be dispatched without confirmed timing
Make sure your package is clearly marked with the recipient's name if handing off to a doorman or building staff
Keep your phone accessible during courier delivery windows
For shipped items, always check your label for the correct carrier and drop-off location
Still having trouble? Contact Pickle Support through the Offers tab in the app. Include your order details, relevant photos, and a description of the issue so we can help as quickly as possible.