Frequently Asked Questions

Everything you need to know about The Pickup People, resident return pickups, community service, and getting started.

Explore Service for My Community

  • The Pickup People is a Jacksonville-based residential return pickup service. We pick up eligible items residents bought online and need to send back, then take them to the appropriate UPS, FedEx, or USPS location.

  • We handle eligible online purchases that can be returned through an approved UPS, FedEx, or USPS location.

  • No. We do not take items back to retail stores. The return must be eligible for drop-off through UPS, FedEx, or USPS.

  • No. The Pickup People focuses specifically on outbound returns. We do not deliver online purchases, receive incoming packages, or operate community package rooms.

  • The retailer itself does not matter. The return simply needs to be eligible for drop-off through UPS, FedEx, or USPS.

For Residents

  • Residents schedule a pickup, prepare their eligible return, and follow the pickup instructions for their community. The Pickup People collects the return and handles the trip to the appropriate carrier location.

  • Pickups are scheduled online through The Pickup People. Select the available pickup option and provide the requested return information.

  • Yes. Your return should be sealed, ready for pickup, and have the required return label or QR code information ready.

  • That’s okay as long as the return is eligible for drop-off through UPS, FedEx, or USPS and you provide the QR code or return information required for the carrier drop-off.

  • Each package can weigh up to 50 pounds.

  • That depends on how your community is set up.

    With Door-to-Door Pickup, you follow the instructions provided for pickup at or near your residence.

    With a Centralized Bin, you place your prepared return in the designated community pickup area.

  • Yes. Regular resident pickup service is offered through participating communities.

    If The Pickup People is not available where you live yet, you can use Request Service Near Me to let us know you’re interested.

  • Yes. Residents can submit an interest request so we know which Jacksonville communities want the service.

    Submitting a request does not enroll your community or authorize service. It simply helps us understand where there is resident demand.

Pickup & Carrier Questions

  • We handle eligible returns that can be dropped off through UPS, FedEx, or USPS.

  • Each household/ unit is allowed a max of 5 return packages per pickup day.

  • Yes, if the return instructions allow the item to be dropped off through an eligible UPS, FedEx, or USPS return location and the return meets our pickup requirements.

  • We cannot handle that return. The Pickup People does not perform in-store retail returns.

  • Yes. Returns should be prepared and ready for pickup according to the return instructions provided by the retailer.

  • The service is designed for ready-to-return items. Residents are responsible for preparing their return before pickup.

    But if you need services like box taping or a poly-mailer, it can be requested when you schedule.

For Communities & Property Management

  • The service is designed for managed residential communities including:

    • HOA communities

    • Townhome communities

    • Condominium communities

    • Apartment communities

    • Gated communities

    • Other managed residential neighborhoods

  • No. A package room is not required.

    The service can be set up using Door-to-Door Pickup or a Centralized Bin, depending on what works best for the property.

  • The service is designed to keep staff involvement simple.

    Residents schedule and prepare their own returns. Management works with The Pickup People primarily on the initial service setup, property access, service days, and resident instructions.

  • Yes. Residents schedule their eligible pickups directly through The Pickup People.

  • Yes. We work with management to determine whether Door-to-Door Pickup or a Centralized Bin is the better fit for the property.

  • Service days are determined as part of the community setup based on the property, service method, coverage, and operating schedule.

  • We start by learning about your property, including its size, layout, access requirements, and resident needs.

    From there, we determine the pickup method, service schedule, property-specific instructions, and how the service will be introduced to residents.

  • Before launch, residents should receive clear instructions explaining how to schedule, prepare their return, and where their pickup will take place.

  • Yes. Prospective communities can explore a pilot program as a way to introduce The Pickup People on a smaller scale before considering a broader or longer-term rollout.

  • The pilot gives a community an opportunity to experience the service, understand resident interest and usage, and evaluate whether it is a good long-term fit for the property.

  • No. Starting a conversation about a pilot does not commit the property to a long-term program.

  • Community pricing can depend on factors such as property size, service method, service frequency, and the overall program setup.

  • Use the Request Service option and tell us a little about your property.

    We’ll follow up to learn more, answer questions, and discuss what a potential service setup or pilot could look like.

Service Area

  • The Pickup People is based in Jacksonville, Florida and is expanding service community by community.

    Availability depends on the property location, community participation, and current service coverage.

  • You can still submit an interest request. That helps us understand where demand exists as The Pickup People expands.

About The Pickup People

Still Have Questions?

Use Request Service to learn more about service options or explore a pilot program.