Luggage Forward works with premium carrier partners including FedEx and DHL, who operate on pickup windows rather than scheduled arrival times. This means your driver will make every attempt to arrive during the pickup window, however these windows are not guaranteed times.
What to expect on pickup day
Your booking confirmation will include the pickup date and window for your shipment. Drivers complete multiple collections throughout the day, and arrival times within the window can vary based on routing and volume. If your window extends through the end of the business day, the driver may arrive later in the afternoon.
If you cannot be home during the pickup window
You do not need to be present for pickup. Bags may be left in an accessible, secure location with your Luggage Forward shipping tags firmly attached. Be sure to include any relevant access instructions in your booking so the driver knows where to collect. For location-specific guidance, see our article: Where Do You Pick Up Luggage?
If your pickup window has passed
If your pickup window has closed and your bags have not been collected, contact our Client Experience Team at +1 617-482-1100 or support@luggageforward.com. A Client Experience Representative will contact the carrier to investigate and, if necessary, arrange a new pickup as quickly as possible.
Checking your pickup status
Once your bags have been collected and scanned into the carrier network, your tracking will update to reflect a confirmed pickup. If tracking has not updated within a few hours of your window closing, this is a good indicator that pickup may not have occurred. For more detail, see our article: Why Isn't My Luggage Tracking Yet?
Questions about your pickup?
Our Client Experience Team is available at +1 617-482-1100 or support@luggageforward.com and is happy to check on the status of your driver or assist with any pickup concerns.