Pick-up & drop-off experience
Summary
Starling and its driver partners are committed to an efficient and friendly delivery experience. This support article outlines what Maker Partners and their customers can expect from a Starling delivery.
Pick-up experience
The day before a scheduled delivery
As the sender, you’ll receive a text message breakdown outlining when you can expect a Starling driver partner to arrive at the pick-up address for each delivery request you made. This message is sent to the phone number saved to your account on the Partner Portal.
The message looks like this:
🚚 Starling Pick-Ups For Tomorrow 🚚
We’re picking up at these times:
[Time] to [Time]
[Destination][Time] to [Time]
[Destination]
On the day of a delivery
One of Starling’s friendly, professional driver partners will arrive at the pick-up address within the pick-up window. They have all the details of your delivery request, including the number of pieces they’re picking up, destination(s), and any special instructions you shared with us for pick-up and drop-off.
The driver will load the items into their vehicle. If you have a dolly or cart, the driver will return it after safely loading your items into their vehicle. Drivers may make several trips depending on the quantity or weight of the items, or the location of their parked vehicle.
The driver will also take a series of tracking photos with their smartphone to record:
where the items were picked up from;
each of the items they are picking up;
any delivery documentation received at pick-up; and
how the items were packed into their vehicles.
Tip: Help us help you! When requesting a delivery, please include detailed pick-up and drop-off instructions, especially if there are special considerations around procedures and parking or tips for drivers. Special considerations may require Priority Delivery or incur Wait Time.
Drop-off experience
At 8:00 AM ET on the morning of a delivery
Starling sends your recipient(s) a text message with a delivery window. If you have not provided us with your recipient’s mobile phone number ahead of this time, they will not receive this notification.
The message looks like this:
Hey! This is Starling. Heads up: your [Sender’s Name]’s delivery is arriving today between [Time] and [Time]. Need help with this delivery? Reply to this message. 👇
Your recipient can message us with delivery questions or updates. If we can't help, we'll share your contact information.
Upon arrival at the drop-off location
The driver will safely unload and deliver the items according to any provided instructions.
The driver will also take a series of proof of delivery photos with their smartphone to record:
where the items were delivered;
each of the items delivered; and
any signed delivery documentation;
Behind the scenes, Starling's Driver Support team reviews delivery tracking and proof of delivery photos to ensure all items reached the correct place and/or person. If an issue pops up, they work to resolve it quickly and will coordinate with you and/or the recipient, if necessary.
Once the delivery is confirmed as completed
The recipient receives a text message as follows:
Hi there,
Your items have been delivered. Have a great day!
[Proof of Delivery Photos]
Note: You will have access to all Proof of Delivery photos via the Partner Portal.