Frequently asked questions

 


What area do you serve?

We recently expanded! Currently we offer pickup and return services within Houston and the surrounding areas. If you would like to see us in your area, please let us know at connect@sperrand.com. Our goal is to expand our service area as quickly as possible!


What is the difference between In-Store and Online returns?

The difference between In-store and Online Returns depends on whether or not we physically enter a retail store and work with a store associate at the counter.

Online Returns are for packaged and labeled items that are ready to be dropped off in a post office mailbox drop slot. In-Store Return services offer an additional layer of service for items that need to be processed inside a retail store. 


Can you give an example of an In-Store versus an Online return?

Yes!  

In-Store Return Example: You bought something from Target that needs to be returned in the store. We'll come pick up the return and receipt, take it to the customer service desk, and work with a Target store associate to process your return.

Online Return Example: You bought something on Amazon that needs to be returned. We'll come pick up the item, drive it to the post office, and drop it in the post office mailbox drop slot. Don't waste your time with packaging or printing return labels, just add our optional packaging services at checkout and we will handle everything for you.


How do Amazon returns work (UPS vs Kohls)?

An Amazon return to Kohls is classified as an In-Store Return.

An Amazon return to UPS is classified as an Online Return.


What items qualify for In-store Returns?

In addition to meeting the return policy requirements of the associated retailer, In-Store Returns must also meet the following criteria:​

  1. Purchased with a CC (no debit or cash)
  2. Receipt still valid
  3. Fits in a compact vehicle
  4. Weighs less than 20 lbs
  5. Non-perishable, non-hazardous items only

What items qualify for Online Returns?

In addition to meeting the return policy requirements of the associated seller, Online Returns must also meet the following criteria:​

  1. Item is ready to be dropped in a post office mailbox drop slot (unless optional packaging services are selected)
  2. Return label must be pre-paid
  3. Fits in a compact vehicle
  4. Weighs less than 20 lbs
  5. Non-perishable, non-hazardous items only

How do I schedule a pickup?

Download the Sperrand app for a quick and easy way to schedule service! You can also book on our website


Do I need to be there for pickup?

Yes. A signature is required from the package owner at pickup. Additionally, packages cannot be left unattended for liability reasons.


What if I'm not home during your hours of operation?

We are happy to meet you anywhere within our service area for item pickup. Whether you are at work or grabbing some coffee, we'll be there!


Do you create return labels for Online Returns?

No, we currently do not have a service in place to create return labels, however, we do offer label printing services. You can access this service by selecting a packaging option at checkout, then simply email the return label to booking@sperrand.com. We'll print your label and tape it to the package for you!


If I have two separate receipts for the same store, do I book two services?

If both receipts are for the same return location (ex: Old Navy) you only need to book one return service. You would book two separate services if your return items go to two separate locations (ex: Old Navy & Target).  


Why do you need a picture of my Driver's License?

Retail stores require a driver's license in order to complete the return process. We take a photo of your ID ahead of time in order to make the return process as efficient as possible. Photo ID is not required for Online Returns. 


Are returns guaranteed?

We cannot guarantee that your items will be accepted by the retailer for return. It is ultimately your responsibility to make sure the items meet the return policy requirements of the associated retailer. See our Terms and Conditions for details.