Receiving your piece

It comes by courier, by parcel, or you meet the lender for a handoff, and the first thing to do when it lands is film it.

How it reaches you

By courier. Jelly books the driver and neither of you sees the other's address. Each step (booked, on its way to you, delivered) comes to your phone and is on the order, as a status rather than a map; Jelly holds both ends and gives the driver only what a driver needs. It is from $13.49 each way, quoted exactly at checkout, and it is on the renter.

By handoff. Where the lender offers it, you meet and she hands it to you. That costs nothing, and everything else about the rental is identical, the film included. See Handoff.

By parcel. Where the piece ships, the lender drops it off with the carrier by her ship-by date and it arrives on your start date, at the speed you picked. You can both follow it on the order. The label she prints carries your first name, last initial and address (the one place she sees it), and you were told so before you booked. See Shipping.

Film it within 12 hours of it arriving

A short video (10 to 15 seconds, shot in the app on the camera, never from your camera roll) of the piece as it reached you. A photo works if you cannot film. Both of you see both records: hers from before it went out, yours from when it landed.

That video is the whole reason a mark that was already there stays the lender's and not yours. What to get in shot, and what the note under it does, are in Condition reports.

Missing it costs you the right to report. With no arrival capture you cannot open an issue, a fit refund or a claim on that rental. You are told what to film and by when, you are nudged before the deadline, and you are told plainly if it passes.

Add a note to the capture if something is off: as described · needs cleaning · marks or damage · missing piece. Anything but as described opens the issue flow, prefilled. You can change the note afterwards, because noticing a mark once the courier has gone is exactly when people notice one.

If something is wrong

Report it within 12 hours of it arriving. Those 12 hours are your window to report a problem on the order; a fit refund runs on the window the lender set on her listing. After that the order will not take a report. Write to info@onjelly.com and it can still be looked at.

• It arrived dirty, or it is not what the listing showed. Say so before you wear it, with photos. See Not as described. Both are the lender's to put right.
• It does not fit. That is a fit refund, and only where the lender's listing offers one.
• It has not turned up. Raise it on the order rather than waiting. A courier leg or a parcel that goes wrong is Jelly's to work, not yours. See When a delivery goes wrong.