How we run

Service policy

Store windows live in the catalog. These are ReturnIt’s rules — Mon/Fri same-day, evening dry-goods windows after 7:30pm, groceries only when the store wants the item, and who shows up at your door. Launch coverage: Phoenix, Tempe, Mesa, Scottsdale, Chandler, Gilbert. If your ZIP isn’t in that metro, we won’t take the job.

1. What we are

   A returns concierge — not the store

   ReturnIt picks up items from your door and takes them back to the retailer on your behalf. The store still decides whether to accept the return. Their window, receipt rules, and condition rules still apply. We are not Walmart, Target, or any other merchant.

2. When we run

   Monday and Friday same-day. Evenings the rest of the week.

   Monday and Friday are same-day: we pick up at your door and drop at the store before close. Tuesday–Thursday and Saturday–Sunday are evening windows — home pickup after 7:30pm. If the store is still open we return that night; if not, we are at the desk by 9:00am the next morning. Groceries only book Monday or Friday.

3. Our clock

   Same-day on Mon/Fri. Next-morning only if the store was closed.

   Dry goods can sit overnight after an evening pickup. Food cannot. If we cannot make the window we told you, we do not take the job.

   • Monday / Friday: collected and dropped at the retailer the same day, by close.
   • Other days: pickup after 7:30pm. Same night if the store is open; otherwise by 9:00am next morning.
   • Grocery items: Monday and Friday only, cooler at 41°F, same-day drop. No extra fee.
   • You still need the original receipt. If the store prints no return-by date, we apply their published window when you scan.

4. Groceries

   We take food back. We do not bring a replacement home.

   A lot of “bad milk / mushy berries” is already a store refund — Walmart’s Fresh Guarantee, Fry’s / Kroger, Safeway, Target. Many of those refunds start in the app and do not need the food at the desk. FDA Food Code 3-306.14: once food has been sold to you, the store generally cannot restock it. They discard it. The government does not require them to take it, and it does not require us to run a 2-hour exchange.

   • Refund first. Try the store app or receipt desk. If they do not need the item, you do not need a runner.
   • If the store does want the item (and it is already in your pickup bag), book Monday or Friday. Cooler at 41°F, same day, no extra fee. Evening windows do not take food.
   • We do not sell “bring the replacement home.” That is a timed cold-chain round trip in Phoenix heat, and it is not required by USDA or the retailer. Loop (an online order you already placed) is different — that is not a grocery exchange.
   • Opened, leaking, or warm food may be refused at the desk. That is the store. We will not argue it back onto the shelf.
   • If the cooler cannot hold 41°F, USDA says the food has 2 hours (1 hour at 90°F+). We abort the grocery and still finish your other returns.

5. Limits

   What we will not take

   Some items are a no. We will tell you at booking if we can, and at the door if something does not match.

   • Hazardous materials, pressurized tanks, recalled items.
   • Opened perishable food that the store will not take back.
   • Anything without a receipt when the store requires one.
   • Loads over the plan’s item or weight cap.

6. At your door

   Who shows up

   During family-and-friends beta, the founder runs every pickup. After beta, independent 1099 contractors run same-day and evening routes. They are not ReturnIt employees. They carry a food handler card before they touch groceries. You will see the runner’s name on the trip before they arrive.

7. Money

   Pay when we dispatch

   You pay to send a runner. Monthly is $29.99 with unlimited pickups while the plan is active. One-time is $10. Tips are optional. Cancel before dispatch and you are not charged. After dispatch, the pickup fee is earned — the runner is already moving. Loop is only billed if we actually claim that order. Groceries on a ticket are not an extra fee. 50 lbs per trip still applies.