Pickup & Delivery Windows

Some orders include a pickup and/or delivery window, giving customers a defined 3-hour time frame (like 8–11 AM or 5–8 PM). These windows help customers plan their day and offer you a simple earning opportunity.

What it means for you

• Extra earnings: You earn $3.75 for each window you complete.
• Helpful reminders: You’ll get a 30-minute notification before the window starts.
• Clear expectations: The pickup or delivery must be completed within the selected 3-hour window.

Timing basics

• Windows are only available on Standard speed orders weighing less than 100 pounds.
• Windows are always 3 hours long.
• Available window selections for a customer must be at least 1 hour away.
  • For example: at 8:30, the 8-11am window is no longer available. The customer can only choose a window that starts at 11am or later.
• There must be 24 hours between a pickup window start time and a delivery window start time. 
  • For example: if a customer selects 2pm-5pm as their pickup window, they can select only 2pm-5pm or 5pm-8pm for delivery.
• Customers also receive a 30-minute reminder before their window begins.
• Orders with a delivery window can't be extended (if you have an order that you believe qualifies for an extended turnaround, such as being oversized, please enter a pre-weight for the order and then reach out to Concierge for assistance).
• If something unexpected might delay you, sending a quick message through the app can help keep things running smoothly.

Poplin Concierge may reach out if a window is missed and needs review.

FAQs

How do I know if an order has a window?

Orders with windows are clearly marked with a window chip and, upon viewing the order contract, show the specific time slot. Customers can select either a pickup or delivery window, or both. The additional earnings ($3.75 per window) are displayed in the order contract when you view the order details.

What happens if I can't meet a window?

If you anticipate being late, let your customer know immediately and provide an accurate ETA they can plan accordingly.  Missed windows will result in the Window Fee being refunded. Repeated missed windows will impact your overall rating.

What happens if a pickup window has already started when I accept the order?

This can happen sometimes depending on how long the order has been in queue. You are always able to see the selected windows before accepting. Only accept the order if you will be able to pickup within the customer-selected window.

Do windows affect my points?

Yes! Meeting windows earns you points. Coming earlier or later that the window will result in losing points.

What are the available windows?

Windows are 3 hours long:

• 8:00 AM - 11:00 AM
• 11:00 AM - 2:00 PM
• 2:00 PM - 5:00 PM
• 5:00 PM - 8:00 PM

Do customers have to select both a pickup AND a delivery window?

Nope! They can select one or the other, or both. If they don't select a window, then the deadline defaults to a standard deadline according to order placement.

What if the customer isn't available during their window?

Follow standard procedures for documenting no-shows. On pickup, follow the missed pickup process and reach out to Concierge. If there’s an issue with delivery, contact Concierge directly. The customer is responsible for being available during their selected window.

What if I need an extension but my order has a delivery window?

The app currently cannot offer an extension for Windowed orders. If you have an order that would usually be eligible for a deadline extension, but has a Delivery Window attached to it, please use the in-app Help Chat or email Concierge at [e-mail], and we'll be happy to walk you through next steps.