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Delivering non-food items

22 January 2021 / New Zealand

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Your guide to delivering non-food items 
You will notice that you may have started receiving delivery requests for non-food items starting 1 March 2021. Instead of delivering meals from restaurants, you will be helping businesses send items to their customers in your community. These items could include groceries, pet food, toys or even retail clothing. 
You are automatically opted-in to these deliveries. If you are unable or don’t want to complete these deliveries you can opt-out at any time, you can do this by going here and selecting “I want to opt-out of receiving non-food trip requests”. 
Please note we are currently only offering this service in select cities.
Non-food item deliveries will have the same pricing structure as meal deliveries. Find out more here.
How it works:
Receiving requests: You will receive requests for non-food deliveries in your Driver app. You’ll see that it’s a non-food delivery request as it will say “package” on the top right of the request screen.
Arriving at the pickup location: Your Driver app will navigate you to the pickup location. You’ll be able to see information for where to pick up the items in your Driver app. If you’re having trouble finding the pickup location, you can contact the store in the Driver app.
Picking up the items: You may need to park and leave your car to go collect the item(s) from the store. Look for items labeled with the information shown in the pickup notes of your Driver app, and bring them to your vehicle. If you’re having trouble finding the items, you can contact the store in the Driver app. 
Navigating to the drop-off: After you securely place the items in your vehicle, start the delivery and follow the navigation as usual.
Dropping off the items: You should follow the drop-off information provided in-app as some deliveries will need to be returned to the store if you cannot locate the receiver, you will be paid for the return trip. There may also be instructions on if they are permitted to be left at door. If permitted leave the items at the door when you arrive at the drop-off location, and take a photo of them in a safe place.
Ending the delivery: End the delivery in the driver app by swiping “delivered”.
Proof of delivery:
To help ensure a seamless drop-off experience for non-food deliveries with Uber Eats, we are introducing new proof of delivery options. 
You will know when proof of delivery is requested as the Driver app will prompt you to provide the relevant proof of delivery. Once the relevant proof of delivery is provided, you will be able to complete the delivery. 
Here is what to expect for each type of proof of delivery:
Capturing a photo of the order at the drop-off location: The order can be left at the door and a photo of the order will need to be taken with the Driver app in order to complete the delivery. Make sure the photo shows the order left in a safe place (see example above). 
PIN code verification: A PIN code will be provided to the delivery recipient by SMS. You can obtain the PIN code from the recipient and enter it into the Driver app to complete the delivery.
Collecting a signature: The delivery recipient will need to provide their signature in the Driver app in order to receive the delivery. Once the delivery recipient has provided their signature, you will be able to complete the delivery.
Barcode scanning: There will be a barcode on each item or bag which will need to be scanned with the Driver app. Alternatively, you can manually enter the number underneath the barcode in the Driver app. Once the barcode is successfully entered, you will be able to complete the delivery.
If you have any trouble with proof of delivery, you are always able to contact support for assistance through the Driver app.
Don’t want to complete non-food deliveries?
You can choose to opt out of non-food deliveries at any time. You can do this by going here and selecting “I want to opt-out of receiving non-food trip requests”.
Answering your questions about delivering non-food items from businesses:
How are non-food deliveries different to Uber Eats deliveries?Down Small
Instead of delivering meals from restaurants, you will be helping businesses send items to their customers in your community. These items could include groceries, pet food, toys or even retail clothing.
What is the pricing for non-food deliveries?Down Small
Non-food deliveries will have the same pricing structure as meal deliveries. Find out more here.
Where do I pick up the item(s)?Down Small

The store will provide information for where to pick up the item(s), which you’ll be able to see in your Driver app. You’ll also be able to call the store if you are having trouble via the app.  
You may need to park and leave your car to go collect the item(s) from the store.

Picking up an item – what do I need to do?Down Small

To make things easier for you, we’re suggesting that stores label each item with details like the order number, the number of bags/boxes to be picked up and anything else needed to ensure a smooth drop-off. You’ll be able to see this information in your Driver app. If you are having trouble, you can call the store via the Driver app. 
The store may ask you to locate the item(s) and transport them to your car - so you should be prepared to park and leave your car if you want to accept a non-food delivery.

What items are allowed on a non-food delivery?Down Small

Requests will vary and could include retailers sending household items to customers, or businesses sending their employees' essential work equipment.
Senders will not be able to transport these items. It is the sender’s responsibility to make sure those items are not being transported.
If you are uncomfortable transporting an item, you can cancel without it affecting your cancellation rate or Pro status. Select “I had a safety concern” as the reason for cancellation.

Will items already be packaged?Down Small
To make things easier for you, we’re suggesting that stores package and label each item with details like the order number, the number of bags/boxes to be picked up and anything else needed to ensure a smooth drop-off.
Dropping off an item – what do I need to do?Down Small

There may be different dropoff options for different deliveries so please follow the drop-off information in-app.
Some deliveries will require you to return the item back to the store if you cannot locate the recipient, you will be paid for the return trip. You can initiate a return trip through the help button on the order, select that you "Can't find customer", and confirm that you want to return the item.
 Or if permitted leave the items at the door when you arrive at the drop-off location and take a photo of the item in a safe place. You can take a photo to confirm (ensuring there are no people in the photo) and keep a record of it for 60 days just in case the requester contacts Uber about the item.
The store will be responsible for contacting the recipient to let them know that their item(s) have arrived.

What if I can’t find the drop-off location, or have issues parking?Down Small

You can contact the recipient in your Driver app if you are having trouble with the drop-off information. If you can’t get in touch with the recipient, please report in your Driver app that you “Can’t find customer”.
If the store has asked that you return the item to the store when you cannot find the recipient then you will be asked to choose "Yes, Return order". This will initiate a return trip for you to take the items back to the sender. You will be paid for the return trip.
Or if permitted leave the items at the door when you arrive at the drop-off location and take a photo of the item in a safe place. You can take a photo to confirm (ensuring there are no people in the photo) and keep a record of it for 60 days just in case the requester contacts Uber about the item.

What if an item is damaged on a delivery?Down Small
The store and recipient are depending on you to safely transport their items. You should take reasonable precautions to avoid damage to or loss of any items you are delivering. The store is responsible for any mess or damage to your vehicle that is caused by inadequate packaging. Please contact Uber to report this type of issue.
What if items are missing at pickup or drop-off?Down Small

When picking up items, check to see that you have all the bags or boxes in the order. Items should be sealed in a bag or box and it’s important that you do not open these packages. 
If an item is missing from the sealed bags or boxes and you have taken reasonable care, you are not responsible. This is the store's responsibility. 

Are there weight and quantity limits?Down Small

Each non-food delivery should be within these guidelines:Maximum number of items: 8 (bags, boxes)
Maximum weight limit per item: 20kg per item
Maximum item size (largest of height, width or length: 75cm
Maximum item volume: 0.25M3 (roughly 60x60x60 cm)
When lifting heavy items, keep this guidance from SafeWork Australia in mind: Bend your knees and keep your back straight and upright. Avoid unnecessary bending, twisting or reaching.
Make sure that you have a secure grip on the object.
Keep the object as close to your body as possible, and lift with your thigh muscles, not your back.
If you have difficulty lifting an item, you are able to cancel when you get to the pickup location without it affecting your cancellation rate or Pro status. To do this, go into the Uber Driver App and select “I had a safety concern” as the reason for cancellation.

How do I stop receiving non-food delivery requests?Down Small
You can choose to opt out of non-food deliveries at any time. You can do this by going here and selecting “I want to opt-out of receiving non-food trip requests”.