Frequently Asked Questions

Have other questions? Email us at support@swapbox.com

Frequently Asked Questions

Have other questions? Email us at support@swapbox.com

General

How safe are my packages?

Our kiosks are located indoors and are built to keep your packages safe. If something does happen, we'll pay for the cost of the package.

Who are you? Why should I trust you with my package?

Swapbox is a startup based in San Francisco, founded by a team from Google, Microsoft, eBay, Stanford and Zynga that is backed by Y Combinator and prominent investors in the valley. We'll keep your packages safe and handle them with care. Should any mishaps occur, we will refund you the value of the item for any mistake on our part. You can use us worry-free.

I was supposed to receive an email, but I can't find it.

Sometimes an email is diverted into your spam folder by your email client. We recommend that you add support@swapbox.com to your address book, and check your spam folder if you can't find the email. If you still can't find the email, please contact us at support@swapbox.com.

Receiving packages

Will it take longer to get my packages?

Normally packages will be available for pickup on the same afternoon you would otherwise receive them on your doorstep. On very rare occasions, carriers will not deliver to us until the evening, in which case your packages will be available for pickup by the next day.

What can I ship to Swapbox?

Anything you can order online can be shipped to Swapbox as long as it isn't too big. Just use your Swapbox shipping address and packages will show up at your nearest Swapbox.

How much does it cost?

Our most basic plan costs $1.99 per package, but your first package is always completely free. We also offer monthly subscription plans that provide an even better value. If there's an issue we'll give you a refund.

How long do I have to pick up my package?

We'll give you 72 hours to pick up your package (from when you are notified that it's ready for pickup). You can also arrange with us to pickup later (e.g. if you're on vacation, busy, etc.). If you haven't picked it up by then you may be charged $1/day in late fees (up to $7).

How do I pick up my package?

When your package is ready to be picked up you'll receive an email from us with a PIN. Type in the PIN at the kiosk and the door containing your package will automatically open up. That's it!

What happens if the package is too big?

Unless you're shipping furniture or large equipment (vaccum cleaner), you're most likely okay. The current maximum dimensions of packages are 18" wide x 14" high x 22" deep or 10" wide x 20" high x 22" deep. Packages can weigh up to 50lbs. Package that are either too large to too heavy may be returned to sender. This can fit books, laptops, tablets, small roombas, etc. If your package doesn't fit, we will coordinate with you to get you the package. You will either be able to pickup from the warehouse at no additional cost, or use one of our courier services to deliver it to your home at an additional cost.

I've shipped a package and it still hasn't shown up at Swapbox. Where is it?

We can help you locate a package that should have been delivered. Check your order to ensure the shipping address is correct. Please contact support@swapbox.com with the address you shipped to and a tracking number if the package has one.

Why is this better than having the package sent directly to me?

With Swapbox, you don't have to wait around at home for your packages, miss another delivery again, or worry that someone will steal a package from your doorstep. We'll have the package waiting at your nearest Swapbox so you can grab it on your way home. Don't get those dreaded failed delivery notices ever again!

What kinds of packages can be delivered to a Swapbox?

Anything that you can order online can be delivered to a Swapbox (as long as they aren't too large). Swapbox works with packages shipped through USPS, UPS, FedEx, DHL, OnTrac and more!

Sending packages

How long will it take for my package to arrive?

We offer 3 different options for shipping speed: 4-8 day, 2-3 day and overnight. Typically items are packaged and shipped within one business day of being placed in the Swapbox. You will always be provided with the tracking information for anything shipped through a Swapbox, so you will know when the recipient has received your shipment.

What can I ship from a Swapbox?

Anything that you can send through a major carrier (UPS, USPS, or FedEx) can be shipped via a Swapbox. If an item meets the carrier’s requirements, and it fits inside one of the Swapbox compartments, we will ship it!

How much does it cost?

Swapbox charges a fixed price based on the shipment's destination and the size of the compartment into which the item fits. This price reflects our best estimate of what the carrier will charge Swapbox. We charge $1.99 on top of that as our service fee. The packaging is included, as necessary, free of charge.

How long will my item sit in the Swapbox before it is actually shipped?

We will pick up items from our Swapboxes, package them and ship them via a major carrier within one business day of the item being dropped off.

How do I get the tracking information for my shipment?

Once you have dropped off your item in a Swapbox, you will receive an email confirming receipt of your item. It will then be picked up and packed, as necessary, by our team of packaging professionals. We will then ship it via a major carrier (USPS, UPS or FedEx). As soon as the item is shipped, we will email you the carrier’s tracking information for your shipment.

What happens if the package is too big?

Unless you're shipping furniture or large equipment (vaccum cleaner), you're most likely okay. At present, the maximum dimensions of our compartments are 18" wide x 14" high x 22" deep or 10" wide x 20" high x 22" deep. This can fit books, laptops, tablets, printers, etc. If the shipping size you selected is too small, you'll be allowed to select a larger size at that time.

I've shipped a package, and I still have not received tracking information for it. Where is it?

We require one business day to collect your item, package it and provide it to the carrier. In isolated instances, the carriers will arrive late and will not provide us the tracking information until after the 24 hour window. We do our very best to ensure that we turn-around on packaging and shipping your items as quickly as possible.

Where can I ship?

You can ship your item anywhere that USPS, UPS, or FedEx can deliver to (most international countries).