Item delivery requests: what to expect

Recognizing delivery requests

• When you get a delivery request, the offer card will read Delivery - Package.
• You’ll see estimated time and distance for the trip.

Item delivery steps

• Accepting a delivery shows the pickup address and a route.
• Pickup notes may be provided for easier location.
• Dropoff information is given after item pickup.

Fare calculation

• Your fare is the sum of the base fare, plus compensation for time and distance, including any surge pricing.
• It also accounts for time navigating both to pickup and dropoff locations.

Unable to find parking?

• Contact the sender or recipient to meet at your vehicle.
• Remember, Uber won’t cover any parking fees or tickets.

Issues with pickup location or items

• For issues like a flat tire, cancel the trip in the app.
• In emergencies, call authorities first.
• If the item is too heavy (over 50 pounds) or doesn’t fit, you can cancel. Contact the sender for more details.

No one at pickup?

• Use the app to call the pickup contact.
• If pickup contact is unreachable, cancel the order.

Long wait at pickup?

• Cancel using Excessive wait time as the reason.

Can’t find the customer or dropoff location?

• Check the app for delivery instructions from the sender.
• Call the sender for assistance if needed.
• If unresolved after 8 minutes, report the issue in the app.
• If return isn’t enabled, you might be prompted to return the items or leave them at the door. Contact Uber Support for help.

Delivery PIN issues

• Request the PIN from the sender through app communication.
• If you can’t get the PIN, notify the sender, and Uber might reach out.
• If the PIN is unavailable, you may opt to cancel the trip and coordinate a return.

Handling undeliverable orders

• Report the issue in the app using the red triangle.
• The app may direct you to return the items.
• You can be compensated for a return trip if the original delivery can’t be completed.

Order cancellations en route

• If canceled mid-route, the app will instruct you (likely to return the items).
• Compensation includes the return trip.

Address change requests by customers

• You can accept or decline new location deliveries.
• Contact Uber Support if you accept. Cancel and possibly return items if you decline.

If you can’t deliver an order

• Cancel in the app for any delivery issues.
• Contact Uber Support for reporting.
• Prioritize calling emergency services if needed.

Opt out of item deliveries

• Contact Uber Support via help.uber.com or through the app.
• Delivery participation is optional; opting out is allowed at any time.