Welcome to pkup support
FAQ’s
Customer
We specialize in transporting medium‑sized bulk items and construction materials, including (but not limited to) ladders, mattresses, hot water tanks, plywood, piping, contractor tools and equipment, marketplace items, and general household goods. Please note that any item weighing over 25 kg requires the customer to arrange additional assistance for both loading and unloading. Our drivers are not expected to assemble items, and we do not transport materials classified as dangerous goods. For full details, please refer to our Terms of Service.
We offer a 2 hour, 4 hour same-day delivery within our service area, so you can always count on us for quick service when you need it most. Deliveries can be as fast as up to 2 hours or sooner depending on the distance of locations and traffic conditions. We utilize a crowd-sourced delivery structure to ensure that our deliveries can be picked up and delivered as quickly as possible.
Yes, we offer an option for “pkup TOMORROW”. This allows you to book next day delivery.
To see the cost of your pkup, simply create a new booking in the app and enter your pickup and drop‑off details. Your delivery price is calculated based on the estimated time between pickup and drop‑off and is shown next to the selected vehicle type before you proceed to payment.
Please note: delivery times and pricing may vary due to factors outside our control, such as weather, traffic conditions, or loading and unloading delays beyond our included wait time.
No, you do not need to be present upon the delivery of your items however, a detailed description of the drop-off is required to ensure a safe and properly completed delivery is made. There is the option to select “require a signature upon delivery” if so desired. Please note we are not responsible for missing items after drop-off if the request signature option was not selected on the order.
You may cancel your pkup order if a driver has not yet accepted your delivery request. Once a driver has accepted the order, cancellation fees may apply. Please contact our support line for help with cancelling at this stage. If your order is already in transit with a driver, the delivery must be completed.
Please call our support line for any last minute inquires or assistance such as a change in address. If dealt with quickly, our team can adjust the address before a driver accepts your pkup. This may result in rate changes depending on location change. If an address adjustment is made after a pkup has already been accepted or picked up from by a nearby driver, this may result in additional charges.
Driver
Step 1: Sign up by downloading the pkup Driver app and create an account. This is your application submission. Input your first and last name, phone number, email address, GST number (optional), driver’s license, and vehicle information (prompted from a list of our options including; vehicle insurance, driver abstract).
Step 2: Must agree to courier agreement, privacy policy and social code upon creating account and completing this application. Upon submission, you will receive an email confirming we have received your submission and it will be sent out for review.
Step 3: Interview Process: Driver will coordinate with our team members to set up an interview to verify identity and documentation. This interview may be virtual or in person.
Step 4: Drive with pkup and get paid! Once the application has been approved, driver will require a vehicle inspection which will enable access to the driver app to accept jobs. Driver’s can earn up to $50/hr with pkup and can accept deliveries according to their own schedule and availability. Driver’s may be paid weekly or daily following the successful completion of a delivery.
Step 5: Maintain valid documentation and uphold terms of Service: Drivers are required to comply with the courier agreement and ensure their records remain current. Notifications will be sent when documents such as driver’s licenses or insurance expire. If these records are not updated by the expiration date, drivers will be unable to accept pkup jobs through the app.
Driver Requirements:
- Reliable Vehicle
- Vehicle must be a pickup truck (any style) or a cargo/panel van, preferably capable of carrying larger loads.
- Valid Driver’s License
- Valid Auto Insurance
- Must provide a Driver’s Abstract
- Vehicle inspection is required after your application is approved. Inspection costs may be reimbursed once you have completed the minimum number of jobs with pkup. Refer to the courier agreement for details.
- Must be familiar with the local area
- Must be customer-oriented and punctual
Drivers can earn up to $50/hr. Income earned may vary based on several factors, including the distance and duration of each delivery and the number of deliveries successfully completed. As a driver, you have full flexibility and control over your schedule.
Driver’s sign up for payment through our online payment platform affiliate, Stripe, link their bank account information and get paid. Driver’s can set up to be paid weekly or daily through their Stripe account which is connected to the driver app. Fees associated with daily pay outs may apply with Stripe, please see Stripe webpage for more information.
Any style of pickup truck or cargo van (cargo, panel van etc) can work, ideally ones that can handle larger loads and keep deliveries protected (for example, with a tonneau cover). It’s up to each driver to decide whether to accept a delivery based on their vehicle’s ability to safely handle the specific requirements of the load.
There is no minimum number of hours you’re required to work. Your schedule is flexible as long as it falls within pkup’s operating hours. However, drivers cannot exceed the maximum number of hours as per the applicable laws associated with your territory or region. Drivers are required to follow applicable driving laws within their jurisdiction.
Class 5 or above. Must be valid.
You must be able to lift items weighing up to 25 kg. For anything over 25 kg, assistance must be provided to the driver, and it is the customer’s responsibility to arrange that help. When handling heavy items, always request assistance—never attempt to lift them on your own.
Let our support team know immediately so we can do our best to solve the situation. Fees may apply.