Question 1

What is Cinch?

Accepted Answer

Cinch is a service that makes retuning items easier than ever. Simply schedule a pickup and one of our drivers will pick up your item and drop it off at your designated shipping location.

Question 2

How does Cinch work?

Accepted Answer

Need something returned? Let Cinch handle the burden of returning items. Simply schedule a pickup by completing the pickup form and a Cinch driver will come to your pickup location. The driver will contact you to get any additional information needed to complete the return. Have a shipping label that needs printing? We got it! Have a QR code? No problem! Send us an image and we'll use it at the shipping center. After scheduling your pickup, you will receive notifications when your pickup has been accepted and when your driver is on the way to you. You can follow your driver live to watch you return get dropped off. Once completed, you will receive a notification with a photo confirmation of the return. All while relaxing at home.

Question 3

How much does it cost to use Cinch?

Accepted Answer

Cinch service costs are based on the size of the package plus mileage between pickup and drop off locations. A maximum of five packages can be submitted in one order regardless or package size. See a breakdown below.

Question 4

How many packages can I include in one order?

Accepted Answer

Up to five packages can be included in one order.

Question 5

Can packages in one order go to different locations?

Accepted Answer

No, all packages must be dropped off at the same location. If you have packages that need to go to separate locations, please create separate orders.

Question 6

What size packages can I schedule a Cinch pickup for?

Accepted Answer

You can schedule a Cinch pickup for small (i.e., books, clothes), medium (i.e., microwave, printer), and large (i.e., stroller, vacuum) packages. Cinch drivers typically use average size sedans and may not be able to accommodate several large items in one pickup.

Question 7

Is there a weight limit on the packages that Cinch Returns will accept?

Accepted Answer

While there is no weight limit, please be aware that Cinch Drivers do not have equipment (i.e., dollies, carts, wagons, etc.) to carry heavy packages. And most Cinch Drivers drive standard sedans. Generally, packages should be within 50 pounds.

Question 8

I don’t have packaging for my item(s). Can I schedule a pickup with Cinch?

Accepted Answer

Cinch Returns currently can only accept returns that are already packaged. Cinch will soon offer complimentary bags for your shipping returns! You will simply let your driver know and they will provide you with one. Bags will be approximately 11cm x 16.5cm. For packages that are larger than the complimentary Cinch bag, you will need to provide your own packaging.

Question 9

My package has a label but it needs to be printed. Can I schedule a Cinch pickup without a label on the package?

Accepted Answer

Yes! Simply indicate on the pickup form and a Cinch driver will print it upon pickup. Please send the driver the electronic form of the label itself instead of a picture of the label.

Question 10

My label is in the form of a QR code. Can I schedule a Cinch pickup?

Accepted Answer

Yes! Cinch will use the QR code at the drop off location. Simply indicate in your pickup form and your Cinch driver will reach out to you for a picture of the QR code.

Question 11

Can I schedule a pickup for tomorrow?

Accepted Answer

Yes! Pickups can be schedule up to ten days in advance of the pickup date. We also accept same-day pickups. We will do our best to accommodate rapid pickups scheduled within the hour.

Question 12

I don't have a label for my package. I need to create one. Can I schedule a Cinch pickup?

Accepted Answer

Cinch cannot support package pickups that do not have labels in some form at this time. Cinch can print labels and accept QR codes but you cannot create a new label with Cinch. This feature is coming soon! You will be able to create labels directly through Cinch.

Question 13

I ship a lot of packages. Do you have a subscription service?

Accepted Answer

Currently Cinch does not offer a subscription service but this feature is coming soon!

Question 14

I need to revise my Cinch pickup. How do I do that?

Accepted Answer

Simply reply to the automated email you received when you placed your Cinch pickup. Please include the order number and any changes you would like to make. Cinch will update your order. If a driver has already accepted your order, you can communicate with the driver directly using the link in the automated text message.

Question 15

I need to cancel my Cinch pickup. How do I do that?

Accepted Answer

Simply reply to the automated email you received when you placed your Cinch pickup. Please include the order number and that you would like to cancel. If a driver has already accepted your order, you can communicate with the driver directly using the link in the automated text message. Once canceled, Cinch will process a refund.

Question 16

Cinch was unable to deliver my package to the shipping center. Why?

Accepted Answer

Sometimes packages cannot be delivered for various reasons. This is usually related to an issue with the shipping label. Should there be any issues with your return, your Cinch driver will send you a message with the reason and try to resolve the issue while at the store. If the issue cannot be resolved, the Cinch driver will return your package to you. Cinch will process a refund.

Question 17

How do I track my Cinch drop off?

Accepted Answer

Once you schedule a pickup, you will receive an automated text message with a link to follow your delivery. Once the package is dropped off, you will receive a notification of a successful drop off including a photo of the receipt.

Question 18

I scheduled a Cinch pickup but I received a message that Cinch cancelled my pickup. Why?

Accepted Answer

Your pickup may be cancelled if the driver cannot find the package. If the Cinch driver has trouble finding your package, they will reach out to you using the number provided on your pickup form to find it. If the driver cannot find your package in ten minutes, the pickup will be cancelled and a refund will be processed.

Question 19

I requested my package be picked up at 1pm. It’s 1:15 and my driver has not arrived. Where is my Cinch Driver?

Accepted Answer

Cinch drivers make several pickups and drop offs at once. Pick ups take place within a 2-hour window. You can always track your driver and/or reach out to your driver using the link in the automated email.

Question 20

My Cinch driver did an amazing job! I’d like to increase my tip. How can I do this?

Accepted Answer

To increase your tip, please visit our custom tip page. To decrease your tip amount, please email us at info@cinchreturns.com and provide us with your order number and the amount you would like to change your tip to. Tips can only be changed within 24 hours after the delivery is completed.

Question 21

What happens if my package is lost, damaged, or stolen?

Accepted Answer

Currently packages delivered by Cinch Returns are not insured. Cinch Returns will not be held liable for any lost, damaged, or stolen packages. If a package is lost, damaged, or stolen, Cinch Returns will conduct an investigation with the driver. Cinch Returns will involve local authorities, if necessary.

Cinch Returns will soon insure packages delivered by Cinch Returns and you will simply file a claim for any lost, stolen, or damaged packages.

Question 22

Are there any items I am prohibited from having delivered with Cinch Returns?

Accepted Answer

Cinch drivers are not responsible for assuring the contents of your packages are legal for shipping. You should adhere to all requirements of the shipping carrier you are shipping with. If there are any items that are prohibited from being shipped, you should not use Cinch Returns to deliver them to the shipping carrier. But if you do schedule a Cinch drop off to ship a prohibited item, intentionally or inadvertently, Cinch Returns and its drivers will not be held responsible. View a list of prohibited items with UPS, FedEx, DHL, the US Post Office, and other shipping carriers before placing your Cinch Returns Pickup.

Frequently Asked Questions

Cinch - Frequently asked questions