User FAQ

Our customer service representatives are available to help you with any questions at all times. Call us 24/7 at 1-703-520-1818

How do I open an account with UPEDS?
You may open an account by simply downloading our UPEDS app via iTunes (iOS) or Google Play (Android). You can also open an account by visiting our website.
Which platforms is the UPEDS app available on?
Currently, the UPEDS app is available for download on iTunes and Google Play. Additionally, you can create an account and take advantage of our services through our website
How do I update my UPEDS account information?
After registering for a UPEDS account, you can update your address, phone number, e-mail, or payment information anytime within the UPEDS app or on our website.
While trying to sign up for an account, I received an error message: ‘Invalid Password’.
Your password must be a minimum of 6 characters and include each of the following: 1 uppercase and 1 lowercase letter, 1 number, and 1 special character.
Can I sign up as both driver AND user?
Yes. However, you will need to contact UPEDS Customer Support (1-888-MY-UPEDS) and provide an alternate e-mail address for your second account.
Are payments secure?
Absolutely! All payment transactions from start to finish are encrypted with 256-bit SSL. Additionally UPEDS adheres to strict PCI (Payment Card Industry) compliance standards independently validated by TrustWave.
I do not have a smartphone, can I order online?
Yes. After you register for a UPEDS account, you are ready to submit and begin tracking your delivery request using our website. If you need additional assistance, you may contact a UPEDS Customer Service representative.
Can I place an order if I do not have a UPEDS account?
Sorry, no. You must register for a UPEDS account before you can place a request for delivery.
Where does UPEDS deliver?
Any place where our registered and approved drivers are actively using the app, you will have access to UPEDS delivery services.
How fast do you deliver?
Once a driver accepts a delivery request, he/she will immediately pick it up and deliver it. Please note: Inclement weather, road, and other conditions may impact delivery times. Our drivers will do their best to accommodate for a safe and timely delivery
Can I schedule my deliveries ahead of time?
By all means! Delivery scheduling is available within the app and web platforms.
Can I choose a specific delivery time for my package?
No. Customers cannot choose a specific delivery time. However, once the order has been accepted by a driver, the customer will receive an estimated delivery time. Please note: This is only an estimate and circumstances outside of the driver’s control (weather, traffic, etc.) may further delay delivery.
How do you track deliveries?
GPS tracking technology enables our customers to know precisely where their parcels are, and how much time remains until delivery.
What makes UPEDS different from a courier service or express delivery?
Your time is valuable. What makes us different is that YOU are in complete control. Schedule a parcel delivery, have it picked up, and delivered directly where you need it – from your home, office, anywhere or anytime!
How do you communicate with your drivers?
All of our UPEDS drivers are equipped with GPS-enabled smartphones. Additionally, UPEDS Customer Service representatives are available to assist both drivers and users with troubleshooting parcel deliveries as needed.
How can I get in touch with my delivery driver?
If you need to reach a UPEDS driver during parcel delivery, use the UPEDS app (or website) to direct-dial UPEDS Customer Service. The Customer Service representative will work with you and the driver as needed.
How can I cancel my delivery order?
To cancel an order, press the ‘cancel request’ button located in the parcel detail section of the app. Please note: Should you need to cancel your order, the following conditions apply:

-No fee if cancelled any time before a driver accepts the order.
-No fee if cancelled within 3 minutes after driver accepts the order.
Full fare and fees plus a $10 cancellation fee will be applied when canceled 3 or more minutes after submitting the order but before the parcel has been picked up.
Double fare and fees plus a $10 cancellation fee will be applied when canceled after a driver has already picked up the order.

Should the driver need to cancel the pickup request due to unforeseen circumstances, UPEDS Customer Service will immediately find an available driver to retrieve the package, minimizing disruption of your delivery request.

Can I make changes to an order once it is submitted?
No. Customers are not able to make changes once the order is submitted. You have the option to cancel an existing order and create a new one. Please note: Cancellation fees may apply.
Can I seal the package before it is picked up?
No. All packages will need to be inspected by the driver at the time of pickup. Once the driver has verified the contents of your package, you are free to seal your parcel for delivery. Please note:

Full fare and fees will apply when a driver has to reject the package due to unauthorized items OR non-conformance with parcel description.

What are your hours of operation?
UPEDS deliveries and UPEDS Customer Service representatives are available 24 hours a day, 7 days a week, 365 days a year. Each customer is important to us and UPEDS Customer Support strives to ensure that every call is answered by a live representative.
What are your delivery fares and fees?
Please contact our UPEDS Customer Service center for a breakdown of fares and fees. You can also create a delivery request and review the fare and fees before submitting the order.
What is a premium driver?
UPEDS Premium drivers are professionally licensed, bonded, and insured couriers.
I had issues with my driver / with the pickup process.
Please call UPEDS Customer Support for assistance.
What if my parcel is not deliverable / the recipient is not available to accept the package?
Both the driver and UPEDS Customer Service representatives will attempt to reach the point of contact for delivery. If the contact does not respond within a reasonable amount of time (10 minutes), driver will reach out to the sender of the parcel. If the driver is still unable to contact the recipient, UPEDS Customer Service will then authorize the driver to cancel the order. The parcel will then be returned to sender by the driver. Please note: The following conditions apply:
 Double fare and fees will be charged when the recipients is unavailable OR the recipient rejects the parcel and the driver has to return the package to the sender.
I am shipping more than one parcel but want to add insurance only for one of the packages.
When insurance is selected, the fee is charged for each package within an order. If you wish to add insurance only for selected parcels, you must place separate orders.
Can I choose the driver for my order?
No. Customers cannot choose their drivers as UPEDS employs the “first available” driver concept to quickly accept and deliver parcels.
Can I change my payment method after placing an order?
No. However, please contact UPEDS Customer Support and provide us with new payment information for your future parcel delivery needs.
Can I change my driver’s rating?
Yes. Please call UPEDS Customer Support to provide us with the necessary information so we can initiate the change – positive or negative.