PICKUP & DELIVERY HOURS
Pickup Hours: Contact pickup location for availability
Delivery Hours: Contact delivery location for availability
Customers may be contacted between 8:00 AM – 8:00 PM Monday-Friday (Based on the customer’s time zone)
***Carriers should not initiate pickup with the seller before first contacting the buyer/delivery contact to confirm a delivery window or delivery details.***
1stDibs CONTACT HOURS:
Mon – Fri: 9:00 AM – 6:00 PM Eastern Time
*No weekend pickups or deliveries unless authorized by 1stDibs*
1stDibs Contact Info:
[email protected]
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Learn more about contacting the 1stDibs team
1STDIBS GUIDELINES FOR CARRIERS
*PLEASE READ CAREFULLY*
FAILURE TO FOLLOW GUIDELINES MAY IMPACT ABILITY TO BID ON FUTURE 1STDIBS SHIPMENTS
• Acceptable pickup conditions: Carriers must proceed with collection only when all agreed-upon pickup conditions are met and the item is properly prepared, attended, and accessible.
• Items must not be collected if they are unattended, left outside, or if the seller is not present to provide access and EBOL sign-off. If the seller has not made the item available as agreed, the carrier must not proceed with pickup.
• In the event of a failed collection attempt, the carrier must notify 1stDibs within 48 hours. If access cannot be completed or the item is unattended, the carrier must immediately contact the 1stDibs Logistics Team. Such instances will be classified as a Dry Run Resulting in Cancellation.
• All pickup attempts that do not meet the above conditions will be treated as dry runs and compensated in accordance with the uShip Network Services Agreement:
○ Dry Run at Pickup: $100 + Remote Location Surcharge (if applicable)
▪ Remote location status is determined by the uShip pricing algorithm
○ Dry Run Resulting in Cancellation (e.g., item left unattended or no seller/buyer available for signature):
▪ $250, plus
▪ Additional compensation may be approved on a case-by-case basis based on mileage, location, or other relevant factors
• Proof of delivery (via uShip eBOL) must be submitted for quick payment release. This includes: a signed and completed uShip eBOL, with clear photos of the pickup location item (all four sides), photos of the loaded item secured on the truck, and photos of the item at drop off location (all four sides).
○ Carriers should take a minimum of 6 photos at pickup (including at least one photo of the piece blanket/shrink-wrapped for transport), and a minimum of 6 photos at delivery. Pictures help us determine if any damage occurred while in transit. NO EXCEPTIONS – these items are always required from the carrier to 1stDibs.
• If damage does occur, please note this on the BOL and have the buyer sign as well.
• Please use the Pickup Notes/Delivery notes section to document any noteworthy condition issues at pickup or delivery, or to clarify condition issues highlighted in the photos taken.
• All items must be blanket wrapped (doubled blanket-wrapped if using thin blankets) and then shrink-wrapped around the blankets.
• Items must be transported in an enclosed trailer, box truck, or sprinter van. Under NO circumstances may the carrier use a car, station wagon, minivan, horse trailer, or open truck to transport 1stDibs shipments.
• Please alert 1stDibs should crating be required for shipment
• A Certificate of Insurance (COI) may be required, especially for deliveries to high-rise residential and commercial/office delivery locations in urban areas. Listings where COI requirement is known will be noted accordingly. As a precaution, all NYC residential deliveries will require the ability to easily obtain COI.
• Ensure that contact is made with the buyer and seller 48 hours after booking is confirmed on uShip. You must contact the buyer first to confirm a delivery window BEFORE contacting the seller to confirm pickup. Under NO circumstances is an item to be retrieved from the seller until a confirmed delivery date has been scheduled with the buyer.
• If no contact can be made with the buyer or seller within 48 hours after booking, the carrier is to email 1stDibs for assistance, or request a cancellation via uShip with a reason provided. Many cancellations, delays, and pickup/delivery issues can be avoided by calling both parties before attempting pickup.
• If 1stDibs is also unable to contact the buyer, booking will be canceled by 1stDibs until contact is made and booking can be reassigned.
• Carriers are NEVER to leave a delivery at the drop-off point without an eBOL being signed for as received. If the buyer advises a carrier to drop off an item with no signature, the carrier is to refuse this request. Remember: A BOL must have a legible signature, or payment will not be processed.
• If a client refuses delivery, please note the following:
○ If a client refuses to arrange delivery well in advance of arrival: Please email 1stDibs support with details regarding the client’s refusal, and the address/location where the piece can be safely stored while 1stDibs decides on the next steps.
○ If the client refuses delivery at the point of delivery: Document the client’s concerns to the best of your ability. Please contact the 1stDibs Phone Line (after leaving delivery location) to alert the 1stDibs Team of refusal at delivery, AND submit an email to 1stDibs with the following:
▪ Any information received from delivery regarding item refusal
▪ Photos of the item condition at the time of attempted delivery
▪ If you can provide short-term storage: The address where the piece can be safely stored
▪ If you CANNOT safely store a piece, or will be on your route for an extended period of time: Please provide 1stDibs with general route information, so that 1stDibs can determine if the piece can be returned to pickup, or brought to an alternate storage location.
• Carriers should never request assistance from the buyer or seller in the loading/unloading of any items. This is solely the carrier’s responsibility. Carriers should bring the appropriate number of laborers to all pickups and deliveries (most items require at least 2 people).
• Accessorial fees must be determined when the carrier is scheduling pickup and delivery. If the carrier determines additional fees are required, they are to email 1stDibs with their reasoning prior to making pickup or delivery (or soon thereafter). All accessorial fee requests must be emailed to 1stDibs. Accessorial fees are never to be discussed with the pickup or delivery contacts.
PACKING STANDARDS
All items must be packed to ensure they are fully protected, immobilized, and isolated from contact with any hard or external surfaces throughout collection, handling, transport, and delivery.
Packing must be appropriate to the item’s size, weight, fragility, and configuration, and must prevent movement, abrasion, impact, or exposure during transit.
The examples below illustrate acceptable packing standards, including the use of protective padding, stretch wrap, custom or purpose-built crates, internal bracing, and secure palletization, as applicable. These examples are provided for guidance and do not replace the carrier’s responsibility to use appropriate packing methods for each shipment.
Crated with protective padding and wrap to ensure the item remains fully isolated from contact surfaces and securely stabilised within the crate throughout collection, handling, and transit.
Lighting should be fully protected and bagged to prevent beads, strings, and internal components from coming loose. For added stability, the fixture must be hung and secured inside a skeleton crate during transit.
Purpose-built crate fitted with custom-cut styrofoam to protect and separate multiple components, ensuring each piece remains cushioned, secure, and free from contact throughout transit.
Fully enclosed wooden crate securely sealed and clearly marked with handling indicators to ensure proper care and safe movement throughout the transport process.
Item fully wrapped in moving blankets and secured with stretch-wrap, with additional protective padding applied to legs and feet to prevent abrasion or impact during handling and transport.
External components individually wrapped and padded, with clear labeling applied to ensure they remain protected and easily identifiable throughout handling and transport.
Payment Release
All 1stDibs shipments require usage of uShip’s eBOL feature, and proper completion of the eBOL is required for shipment documentation and timely payment release. Failure to complete the eBOL, or failure to collect proper photos and signatures, will result in payment release delays and/or forfeiture of payment.
Carriers are never to discuss payment with the pickup or delivery location as they are not responsible for payment. Accessorial requests should be emailed to 1stDibs for review and approval.
Payments FAQs
• Does 1stDibs require eBOL for payment to be released?
○ YES, a completed eBOL with signatures and photos are always required for payment to be released.
○ Failure to provide both may result in forfeiture of payment.
○ Payments will be released within 1 business day after date of delivery (excluding weekends and public holidays)
• What do I do if I couldn’t take photos on the eBOL due to lack of internet connection/app issues?
○ Please take photos on your camera roll.
○ Contact uShip Support so that the eBOL issue can be documented
○ When requesting payment release, please include your photos from pickup and delivery.
○ It is the carrier’s responsibility to ensure photos are always taken.