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What is Pollen?

Pollen is a technology-driven, on-demand pick-up service for our partners. Providing added convenience to their deserving customers, it’s returns done right, picked up the same way they were delivered.

Who picks up my return?

The same trusted networks relied on for deliveries today. We remind, notify when on the way, and confirm when we have securely picked up a return.

What if I returned the wrong item?

Contact your retailer orcustomer@pollenreturns.comright away.

What if none of the windows provided for pick-up work for me?

Click the link next to your options of available date/time for pick-up, “more options”.

What do I put my return in?

You can put it in the box it came in, a plastic bag, a reusable bag, or nothing!

What if it’s raining?

We want to make sure no goods are damaged beyond the reason for return, so put it in a dry location easily visible or in somehting that can keep it dry like a plastic bag.

Do I need a label?

With Pollen NO LABEL is needed!

How much am I charged?

Pollen charges the retailer for your pick-up. Whatever the policy for a return between you and the retailer remains in effect with no additional charges from Pollen.

How do I reschedule or cancel my pick-up?

When scheduling your pick-up you will receive an email with a provided link to either rescedule or cancel your pick-up. You can cancel or reschedule up until you are notified a driver is on the way with no charge.

How do I know when my return has been picked up?

You will receive two notifications: 1) Text 2) Email

When will I get my refund?

When your return is processed.

Does Pollen send me a reciept for my return?

We do not send a receipt of showing a refund, only a receipt of confirmation for your records.

What if I got my confirmation email, but I haven't been refunded yet?

If you have not received your refund yet, please contact the retailers customer service you scheduled your pick-up through.

Can I use Pollen for other returns outside of who my current return is through?

We only accept returns through our partners at this moment. If you have a favorite retailer who you think should start using Pollen, let us know through our feedback link in your confirmation email.

If I forgot to put my return out and a driver is on the way, what do I do?

You will receive a notification stating, “item not found”, and you can schedule another time for pick-up.

Can I text my driver if they are already on the way?

This is an automated message and is not a way to communicate with your driver.

Can I contact my driver?

You can only communicate with your driver if they have contacted you and will do shortly if you forgot to place your return outside.

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