Important Update: Shipping Via FedEx

September 18, 2020

RTR RETURNS FEDEX

To ensure that we can continue to provide our community with fast and easy deliveries and returns on every order, we’ve switched our returns shipping carrier to FedEx as of 8/17. Historically, FedEx has been our partner for the delivery of your shipments for several years — and our shipping carrier of choice for the majority of deliveries in 2020. 

As of 8/17, all pre-paid return labels will be provided by FedEx and will require that all returns are made at a FedEx store or partnering location.

We’re committed to continuously improving our customers’ delivery and returns experience. We selected FedEx as our primary shipping carrier because of their vast network of 60,000 locations where customers can conveniently drop off their Rent the Runway returns.

Find your FedEx location

Tips & Tricks

We know our members establish routines around their return experience so we’ve pulled together some tips for how to make FedEx returns work best for you!

For faster returns:

Get to know the pick up times at your preferred return location. Each location’s pick up times vary – so you have the flexibility to pick and choose which one to go to, on which day. Check the pick up time at FedEx.com/locate or ask at your preferred location. By returning before a pick up time, you will ensure your returns aren’t waiting and extra day to get back to RTR. 

Consider switching to our 2 Swap plan where members have access to a faster way to swap. This plan allows members to pick new items before sending back items that you have at home. No more waiting for your returns to be scanned in! Contact us to switch your plan.

For more convenient returns:

Find a partner or Drop-Off box location near you.  With 60,000 locations nationwide, we’re confident everyone will find a convenient, new RTR returns routine. You can return your RTR shipments to a FedEx store, FedEx Drop Box, or even return partners such as all Walgreens, Kroger, Safeway, Albertsons locations, and more.

Frequently Asked Questions:

Why are my packages being shipped via FedEx Ground? 

FedEx Ground is used to ship to locations where FedEx’s estimated ship time indicates the shipment will get to its destination (either to our customer or one of our fulfillment centers) within 2 business days. FedEx Express is typically used to ship to locations where FedEx’s estimated ship time is greater than 2 business days. 

All shipping carriers (including UPS, FedEx, and Amazon) are experiencing delays due to COVID-19. If your service type is taking longer than expected this may be due to general carrier delays rather than the type of shipping service being used.

How do returns at the partner or FedEx drop box locations work? Is there a difference in shipping time?

Returns are picked up at the designated pick-up time and brought to the nearest FedEx hub for sorting and shipping – the same as FedEx Store returns. To ensure your returns are not delayed when using these locations, be sure to check the location’s pick up times and return prior to that time. If you have a FedEx Store available to you, these locations may have more frequent and reliable pickups.

When can I expect shipping times to go back to 2 days? What are RTR & FedEx doing to resolve these FedEx issues?

Returning via FedEx is new for us all and we truly appreciate your patience. Like every other parcel carrier including UPS and Amazon, FedEx is navigating the world of increased demand driven by COVID-19 and is experiencing delays.

Our goal is to get back to the 2-day or less shipping time that you’re used to. We are actively working with FedEx to improve your service. With the transition to FedEx returns, we extended the cut-off time to pick new items that will ship out the same day until 3pm EST (previously 2pm EST) to allow members to pick for longer after their returns are scanned in.

Can I request FedEx Express or UPS labels?

At this time we do not offer options through other carriers or to request a specific service type. 

I still have UPS return labels at home, can I still use these?

If you have any old UPS labels at home, you can still use those labels and return at a UPS store or UPS partner location. Make sure to double check the carrier on the shipping label before making any returns as customers are responsible for any items which are not received back at RTR due to incorrect return methods.

I accidentally dropped off my returns at UPS instead of FedEx, what do I do?

Please contact us at help@renttherunway.com as soon as you realize your returns were dropped off at the wrong carrier. We’ll ask that you share any details you have about the time, location, or tracking information for your returns and will work with you to resolve this issue.

Customers are responsible for any items which are not received back at RTR due to incorrect return methods; Reserve customers may be charged up to the total retail price and members may be charged up to the members’ purchase price.

Why are my deliveries from RTR also being shipped via FedEx?

FedEx has been one of our long-time shipping partners and has delivered the majority of our customers’ shipments in 2020. We are constantly optimizing our delivery and returns services and may change our shipping services at any time.