Courier delivery

A driver collects the piece from the lender and brings it to the renter's door, the same day. It is how a piece travels inside New York City, and the renter pays for it. Where it has got to is on the order, in words, and on your phone at every step.

What Jelly does and what you do

Jelly books the driver, for a time you have both agreed. The renter proposes one or more two-hour windows on the order; the lender accepts one, or proposes others. No driver is sent until a time is agreed, and the driver is booked for that window. See Changing an order.

Every step comes to your phone

A notification at every step, and they are always on. When the courier is booked, on the way to collect it, arriving, has it, is on the way to you, and has delivered it, each one reaches the person it concerns: the one handing the piece over hears about the collection, the one it is going to hears about the drop-off, and both hear when it is booked and when it is delivered. These are the one kind of notification no setting in Jelly turns off, so allow notifications for Jelly on your phone; the app asks when a courier is booked. They come as notifications, not texts.

Status, not a map. The order says the step and the time ("On its way to you · 2:14pm") and nothing about where the driver is. Neither of you sees a map, the driver's name or number, or the other's address.

Neither of you ever sees the other's address. Jelly holds both ends and gives the driver only what a driver needs. Your street address is asked for at the moment it is actually needed (booking a courier or shipped rental, and dispatching one), and a zip code is enough to sign up. See Privacy and safety.

More than one courier service is asked, and the cheaper quote takes the job. That is also why the price is quoted rather than published: Jelly charges exactly what the winning service quoted for your leg, adds nothing on top, and takes no commission on a delivery.

What it costs

From $13.49 each way, quoted exactly at checkout once your address is known. Out and back are two separate legs, two separate quotes and two separate lines on the total, and a purchase has only one because the piece is not coming back. See Delivery methods.

There is nothing else on a courier leg. No insurance line and no surcharge: the quote is the whole of it.

If you are the lender

Film the piece first. The courier cannot be booked until you have. A short video of the piece as it is going out, shot in the app on the camera. See Condition reports on your piece.

Pack it as you would want it back. Garment bag, box, dust bag, hanger, shoe bag. Whatever you send it in is what you have asked for back, and a piece that travels loose is a piece that arrives creased.

You do not have to be there. Leave it with your doorman or somewhere the driver can reach, and label it with the renter's first name so the right piece leaves the building: a driver collecting from an address with more than one pickup on it has no other way to tell them apart. Say on the order where it will be.

**The order gives you the label to write: *For Sophie · J-4K2Q9Z***, the renter's first name and the order's reference, which is also on the driver's screen. When the courier is booked, and again when it is on the way, the app shows every pickup you have open, each with its photo, its window and its own label, so two pieces going out the same day cannot be swapped at the door.

Accept a time, or propose your own. When the renter proposes courier times you get "New courier times requested"; pick the window you can do. Mark the piece ready on the order and the driver is booked shortly before that window.

Drivers do not bring packaging and do not wait while you pack. Have it ready before the pickup window.

If the pickup fails (nobody there, a driver who cannot get in), raise it on the order. See When a delivery goes wrong.

If you are the renter

Be reachable. Keep your phone to hand during the window and make sure someone can take the piece if you cannot. A door code, a buzzer, a floor, or leave with the doorman belongs on your address rather than in a message: the driver reads the address, not the thread.

Film it within 12 hours of it arriving. That capture is what keeps a mark that was already there from becoming yours, and without it you cannot open an issue, a fit refund or a claim on that rental. See Condition reports.

Propose your delivery time right after you book (two-hour windows on your start date) and the lender accepts one.

Propose your return time from the order, for your end date, and film the piece again before it goes. The return courier cannot be booked without that capture either. Once the lender accepts a time, the return courier is booked for it. The return is its own leg and its own quote, and it does not have to match the way the piece arrived. See Returning a piece.

Label the return the same way: with the lender's first name and the order's reference, as the order shows it. The steps of the return come to you until the courier has it, and to the lender from then on.

If the driver is late after you have handed the piece over, that is not a late return.

When a courier leg goes wrong

It lands with Jelly, not with either of you. A driver who cannot get in, a pickup nobody answered, a piece that has not arrived: raise it on the order and it goes to a person, who can send a driver again. Neither member can mark a piece delivered, lost or found; those are Jelly's, which is why writing in is the route rather than a button on one side.

A piece that arrives too late to wear is refunded in full, the courier both ways included: report it within 12 hours of it arriving and book the return the same day. See When a delivery goes wrong.

A piece damaged or lost while the courier had it is worked the same way everything else is: Jelly reviews both sides' condition captures, mediates, and charges whoever is responsible. See If something goes wrong.

Where it goes

New York City, for a closet within about 15 miles of you. Both ends have to be inside the city. Where a courier cannot reach (a closet too far away, or an address outside the city), the delivery step says why in one line, and Shipping is there instead wherever the piece ships. The same goes for an address no courier service will quote.