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Pickup & Delivery

Can AptDeco take care of extensive furniture disassembly?

If your furniture came into the apartment using a professional furniture disassembly company (e.g. Dr. Sofa), it will need to go out using a similar service. We cannot take apart sofas beyond removin…

Updated 2 years ago by Rachel

Can I pick up items from a seller?

Yes, as long as the seller provides it as an option on their listing. At checkout, you can choose to have the item delivered or pick it up yourself. You can indicate that by changing the delivery met…

Updated 1 year ago by Rachel

Can I shorten my time window?

Unfortunately, we cannot provide a shortened time window as it's a promise we can't keep. Our delivery team is conducting multiple pickups/deliveries that day and must account for other delaying fact…

Updated 2 years ago by Rachel

Do I have to disassemble my item?

For AptDeco Deliveries , we ask that you please do NOT disassemble your item before pickup! If your item requires light disassembly in order to be removed from your home, the delivery team will disas…

Updated 1 year ago by Rachel

Do you provide Insurance (COIs)?

We can absolutely provide a certificate of insurance for your pickup or delivery. Simply complete our COI Form and our insurance team will reach out with the necessary documents within 24 hours. We a…

Updated 1 year ago by Rachel

Does AptDeco provide an ETA for pickups/deliveries?

Once you confirm a pickup or delivery window, it's important that you're available throughout the entire window. We cannot provide shortened time windows as our delivery team conducts multiple pickup…

Updated 1 year ago by Rachel

How can I add instructions for pickup/delivery?

We're happy to help! Please email us at hello@aptdeco.com and send us the instructions (i.e. "The doorman will let you up to my apartment," "My roommate will be home for delivery," etc) so we can add…

Updated 1 year ago by Abi Scholz

How do I opt-in to cover delivery for my item?

A great way to increase your chances of selling is by covering delivery for the item you're selling. In order to do so, please head over to your Listings tab. Then, click the three dots next to your…

Updated 2 years ago by Rachel

How does pickup and delivery work?

If a buyer chooses to have their item delivered, we’ll pick up/deliver the item on the date(s) the seller/buyer agreed to. Our delivery team will notify customers via text that they're on their way 1…

Updated 1 year ago by Rachel

I missed my delivery - what do I do?

If we arrive at your location and aren't able to reach you OR are denied entrance to your building, our team will notify our dispatcher. We'll make good faith efforts to reach you - calling, texting,…

Updated 2 years ago by Abi Scholz

I need to update my address.

Once a buyer submits a purchase request, you can no longer edit your address. Since this is used to calculate our delivery fee, we'll need to update this for you. We're happy to help - just email us…

Updated 2 years ago by Abi Scholz

I opted to pickup my item from the seller, but I bit off more than I can chew - can I switch?

We can make that switch! In order for us to make the necessary changes to your pickup, you will need to email us at hello@aptdeco.com. However, we'll have to charge you a delivery fee since our deliv…

Updated 1 year ago by Abi Scholz

I selected delivery, but I want to pickup the item myself. Can I switch?

This is dependent on whether or not the seller is comfortable with a self pickup since the item is at their location. Sellers can enable this option on their listings, but the default option would be…

Updated 1 year ago by Abi Scholz

I'm moving today and my item sold - can you come pick up my furniture?

We're so sorry, but we're unable to arrange same-day deliveries. We've already sent the pickup/delivery routes out to our delivery partners, and they've prepared to fulfill those routes. However, we…

Updated 2 years ago by Abi Scholz

What happens if building damage occurs?

Our building damage rate is incredibly low (less than 1%!), but even the best of us make mistakes. If building damage occurs during pickup or delivery, please submit a claim here. Claims must be rece…

Updated 7 months ago by Rachel

What happens if the item doesn't match the listing at pickup?

If our team arrives at the seller's location and notices inconsistencies between the listing and the item, they'll notify the buyer of the discrepancy. This means: We'll send photos to your email. Yo…

Updated 3 years ago by Abi Scholz

What if pickup is unavailable? What happens then?

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…

Updated 2 years ago by Abi Scholz

When does AptDeco pickup and deliver items?

Having an item shipped to you by our white glove delivery partner? Our partner will contact you to arrange the pickup/delivery. If you have any trouble contacting them, feel free to reach out to us a…

Updated 10 months ago by Rachel

Who covers the delivery fee?

The buyer typically covers the delivery fee. The only time a seller covers the delivery fee is if they select to cover 50% or 100% of the delivery fee on their listing. If you'd like to cover deliver…

Updated 2 years ago by Abi Scholz

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