What should I do if my item hasn't been returned?
First, take these steps in order:
Message the Renter directly through the Pickle app — sometimes a return is simply delayed and a quick message resolves it
Toggle on Late Fees from the order page if the item is past the return date and you have not approved an extension — late fees accrue daily for up to 7 days
Contact Pickle Support if the Renter is unresponsive or the item remains unreturned after several days
After 7 days without return, Pickle will begin a formal investigation to determine whether the item has been lost or stolen
What happens after 7 days?
Once an item is 7 days overdue, Pickle treats it as potentially lost or stolen and begins an investigation. This includes:
Attempting to contact the Renter directly
Reviewing all communications and tracking information
If the Renter confirms they no longer have the item, or remains unresponsive, Pickle will move forward with the replacement process
The Renter will be charged the replacement value. Once payment is confirmed and proof of value is provided, Pickle will work to replace your item.
What is the replacement process?
Pickle will first attempt to replace your item with one of equal or better condition and the same size. Only if no replacement is available will Pickle issue a Replacement Value Payout based on the item's current resale value, determined using verified third-party resale market data.
To be eligible you must:
Have contacted Pickle Support within 48 hours of the scheduled return date and time
Have completed a condition report documenting the item's pre-rental state
Provide documentation based on your item's value tier (see below)
Documentation requirements
Under $500 — No documentation required for the full Replacement Value Payout
$500–$2,000 — Payout capped at $250 without documentation. To receive the full payout, provide one of: store receipt or order confirmation, bank or credit card statement, brand gifting email or PR receipt, authentication report from Entrupy or RealAuthentication, or photos of original item tags
Over $2,000 — Payout capped at $500 without documentation. To receive the full payout, provide one of: store receipt or order confirmation, or an authentication report from Entrupy or RealAuthentication
What if the item is found after replacement?
If your item is recovered after a replacement has already been issued or a payout processed, you may keep either the original item or the replacement — but not both.
What if the item was lost by the courier or carrier?
If your item went missing while in the hands of a courier or shipping carrier rather than the Renter, the process is slightly different:
Courier arranged through Pickle — Pickle will file the claim with the courier on your behalf. You must provide any required documentation in a timely manner.
Shipping carrier — If your shipment was insured (automatically applied for rentals over $500), Pickle will handle the claim. If insurance was not applied, coverage may be limited and you may need to file directly with the carrier — Pickle Support can help guide you.
If the item was marked as delivered but you never received it, Pickle will require CCTV footage from your building and/or contact with building management to proceed
Note that Pickle is not responsible for outcomes or limits imposed by carrier or courier insurance partners.
How to protect yourself
Always complete a condition report before every send-out and after every return
Keep receipts and proof of purchase for all items you list, especially those valued over $500
Declare accurate retail values at the time of listing — this is used for courier and carrier insurance claims and cannot be updated after a loss
Respond promptly to Renter messages and flag any concerns to Pickle Support early