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Below are some of the Frequently Asked Questions we receive from drivers. We hope you find the questions and answers below helpful but we want to remind you that this is not intended in any way to replace the driver training courses. Before reviewing the FAQs below please make sure you have completed and reviewed all training material.
Q -How do I know if I’m approved?
A -Once you are approved you will automatically receive an email with instruction on the next steps in the process. If you have completed your information and have not received an email within 2 days please email support@pigeonship.com with your full name as it is in your profile, country, phone number, description of the issue- “wondering if registration is completed properly”. Someone from our support team will help you as soon as possible.
Q -My photos for registration will not upload properly? What can I do?
A -First, once you Please email support@pigeonship.com with your full name as it is in your profile, country, phone number, description of issue- “Photo upload issue”. Someone from our support team will help you as soon as possible.
Q -What do I need to do before I can make deliveries?
A -Once you have been approved you must complete training, take the training quiz, and order your drivers kit. Once those items are complete you are free to make deliveries.
Q- Where do I order drivers kit?
A- US Drivers Order Here - Canadian Drivers Order Here
Q -How long does it take the kit to arrive?
A -You should receive your kit in 7-10 business days.
Q -I’ve ordered my kit. Can I make deliveries before it arrives?
A -Yes, you may accept deliveries while waiting for your kit to arrive if you have completed all the necessary pieces of training. You will just need to email Support@Pigeonship.com and request a temporary PigeonShip logo that you can print and put in your car and adhere to the window, as well as use a logo to pin to your hat or shirt. It's unacceptable to enter a pickup or drop-off address without having the PigeonShip name or logo easily viewable. You can only continue making deliveries if you have ordered the kit within 48 hours of being non-compliant, and continue delivering until kit arrives.
Q -I cannot find the app or the app says it is not compatible with my phone?
A -If you are using and iphone and have this issue please email Support@Pigeonship.com. With your full name, contact information and type of iphone. If you have an Android device you will need to make sure you have Android version 8.0 in order to find and download the app. This is a google requirement. If you are not sure what version you have it should be listed in settings or you can reach out to your carrier to see what version they are running and if it is not 8.0 ask them for the date when they will add version 8.0. Directions on how to use the website to accept and make deliveries is in a question below.
Q -Where do I find training on the app?
A -All training for the app is located on this website using the specific pages above.
Q- How much do I get paid?
A- Understanding pay. PigeonShip does not seek full-time or hourly workers. PigeonShip looks for part-time drivers. Most PigeonShip drivers are already employed and have professions, but they use PigeonShip to make extra money and while enjoying delivering happiness to customers and making some extra cash.
Most drivers who calculate their earnings by the hour estimate earning about $23 - $35 per hour. PigeonShip drivers get paid well and therefore don’t get vehicle reimbursements for such things as gas.
Q -How do I get paid?
A -Drivers are paid by the delivery. Once a delivery is complete with all photos uploaded. The paid for that delivery will go directly into the driver's wallet. The wallet can be found in your account on the website.
Q -How often do I get paid?
A -Payments are made exclusively through PayPal and generally take 3-5 business days.
Q -What do I do if payment for a delivery is not showing in my wallet?
A -Check the delivery on your dashboard and make sure you have both the pick-up and drop off photos for that delivery. If both pictures are there and the delivery is not showing in your wallet please submit a claim using the Claim Form
HERE IS A DETAILED EXPLANATION
Q -How do I receive delivery notifications for my area?
A -The app will notify you of deliveries in your area. Please make sure you have allowed notifications from the app on your phone. If you are not sure if you have set it to receive notifications this can be checked in your phone settings.
Q -Why haven’t I seen any deliveries in my area?
A -Delivery volume and frequency varies by area. For specifics in your area please reach out to us at Support@PigeonShip.com Include your name, city and a contact phone number in the email.
Q -Where do you go to find available deliveries?
A -You can see available deliveries for your area on the app as well as in your online account on the dashboard.
Q -I saw an available delivery notification, but it is not showing when I try to pick it up in the app. What happened to it?
A -Most likely the delivery was picked up by another driver. It may have also been canceled or rescheduled by the customer.
Q-What happens if I accept a delivery and have to cancel it because something came up?
A-If you have to cancel a delivery after you have accepted it you will be charged a fee equal to the amount of pay for that delivery. If you would like to submit a request to have the cancelation fee waved please email Support@PigeonShip.com with the reason for cancelation.
Q -What items do I need to do a delivery?
A -When making a delivery you should always have your Pigeon flag on your car and your lanyard with the Pigeon around your neck and be dressed appropriately. For grocery make sure you have totes and cold bags for freezer items.
Q -What do I do when I arrive at the pickup location?
A -For warehouses locations, you will see signs for PigeonShip that will lead you to the pickup location.
For grocery, you will see a clearly marked area for online pickup.
Q - Where do I find the customers name, phone number, and address?
A -The customer's information can be found in the notes section of the app. If the name is not showing in the app you may also find it on your online dashboard.
Q -What if I have to wait longer than 15 minutes for the delivery to be ready for me to take to the customer?
A -Please click on the link below to get specifics on delivery issue protocol.
Q -What do I do if I arrive and they tell me the order is canceled?
A - Please email Support@Pigeonship.com with your name, which store, and the order number and a description of the issue. “Arrived and was notified the order was canceled.”
Q -What do I do if I arrive and the warehouse can’t find the order or a particular package from an order?
A -First check with a supervisor on duty at the warehouse. If a supervisor is not available or the package can still not be found call PigeonShip Support for assistance.
US: 1-84-GO-PIGEON
Canada: 1-855-8PIGEON
Q -What should I do if a shipper asks me to take other packages that are not part of my order?
A -Never take packages that are not listed as part of your order. All packages to be delivered by PigeonShip have been assigned to a delivery order just like the one you are picking up and taking all or part of another order causes confusion and potential lost product.
Q -When should I take the photo of the package(s) being picked up?
A -For Warehouse’s once you have scanned and set aside all the packages in your order you will take a photo of all packages with the shipping labels facing the camera. For grocery, the photo should be taken of the groceries in your car with the delivery slip in the photo.
Q -What if I am unable to take or upload a photo within the mobile app?
A -If you are unable to take or upload a photo in the app for any reason you should take the picture with your phone's camera. Once you have completed the delivery if you were not able to upload photos you can go back to the delivery on you app and click "more" and it will allow you to upload photos from your phone. If for some reason you are unable to get photos to upload to the app you can go to your online account and access the delivery on your dashboard. Once you open the delivery you will be able to browse and upload photos on to the website.
*Upload Photos Online
Q -What do I do if the delivery size is listed incorrectly, for example, it is marked medium but is large?
*A -If you are still able to make the delivery please do so and note in the feedback the sizing issue. If it is too large to fit in your car please call the support line immediately for directions on how to proceed.
Q -Prior to leaving the pick-up location how do I send tracking information to the customer?
A - There is an option in the app to send tracking information.
Q -Where do I find the drop off locations for my deliveries?
A -All delivery information including drop off locations are provided in the app.
Q -Do I need to scan the package again when the delivery is made?
A -Yes you are required to scan the package at both the pick-up and drop off location. Scanning is an important part of our delivery validation system. There are deliveries such as grocery and individual deliveries that do not have a barcode in those cases you can skip the scan but make sure pictures are clear and to standard.
Q -Do I need to take a picture of the package at the drop off location?
A -Yes pictures at drop off are mandatory. Example of appropriate photos can be found in the driver training. Please be sure to review and understand the expectation for photos prior to your first delivery.
Q -How do I know if the customer has provided special instructions?
A -Special instructions will be in the notes section on the app.
Q -What do I do if a package is to be delivered at an apartment complex requiring gate code?
A -Check the notes section to see if the code has been provided. If the code is not available call the customer for the code. If you are unable to reach the customer call PigeonShip support immediately for instruction on how to proceed.
US: 1-84-GO-PIGEON
Canada: 1-855-8PIGEON
Q -What do I do if the delivery is to a business after hours?
A -Check the notes section to see if instructions have been provided. If there are no instructions available call the customer for instruction. If you are unable to reach the customer call PigeonShip support immediately for instruction on how to proceed.
US: 1-84-GO-PIGEON
Canada: 1-855-8PIGEON
Q -What if I cannot deliver the package?
A -If you are unable to reach the customer, call PigeonShip support immediately for instruction on how to proceed.
US: 1-84-GO-PIGEON
Canada: 1-855-8PIGEON
Q -What do I do if payment for a delivery is not showing in my wallet?
A -Check the delivery on your dashboard and make sure you have both the pick-up and drop off photos for that delivery. If both pictures are there and the delivery is not showing in your wallet please submit a claim using the Claim Form
Q -What happens if I cancel a delivery?
A -A cancelation fee will be charged to your account. If you feel there is a valid reason for the cancelation fee to be reversed email Support@PigeonShip.com with your name, date and order number along with the reason for the cancelation. It will be reviewed and if approved the fee will be reversed
Q -What if I cancel to switch deliveries with another driver?
A -Email Support@PigeonShip.com with your name, date and order number along with the name of the driver who is taking the order and we will reverse the fee.
Q -What is the contact information for PigeonShip?
A -Email Support@Pigeonship.com
US: 1-84-GO-PIGEON
Canada: 1-855-8PIGEON
Q -What do I do if I’m having technical issues with the app?
A -Email Support@Pigeonship.com with your name, details, and screenshots if available of the issue, type of phone and version of phone and version of app. Please note that for Android you must have 8.0 in order to download the app. Earlier versions are no longer supported by Google. If you are unsure of what version you are using you will need to contact your carrier for the information.
Q - Why did I get a penalty?
A - Protocol needs to be followed on each delivery. Below in each red box represents info needed to be collected by each driver. Each box not accurately representing the delivery or not aligning with the requirements or disposition of each package will insure a 10% or $2 fine for each infraction.
TIP: Have the ability to email from your mobile device. Send all questions to support@pigeonship.com. We are very responsive.
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