Frequently Asked Questions

Everything you need to know about our services, processes, and solutions. Find answers to common questions or reach out for further support.

Our service

  • We aim to make the laptop return experience seamless for you and your employee. To that end, our laptop return service includes:

    • A laptop return kit: a padded laptop box shipped to your employee, a prepaid self-stick return label (no printer required!), easy packing / shipping instructions, and tape

    • Email communications with your employee, including reminders if they delay returning their device

    • Tracking updates sent to your company email address

    • Responsive support for you and your employee throughout the process

    If you sign up for Retriever Enterprise, you will also get access to a dashboard to track the status of your laptop returns in one place.

  • Yes! Simply follow these steps

    1) At checkout, click on the Retriever logo in the header to return to the home page.

    2) Add another laptop return to your order.

    3) Repeat this process until all desired returns are in your cart.

    4) Proceed to checkout to complete your order.

  • Our padded laptop box fits most laptops up to 16”, a cell phone, and a charger (or other charger-sized accessories) in the accessories tray.

    • Minimum supported device dimensions: 11” x 7” x 0.5”

    • Maximum supported device dimensions: 15.125” x 10.25” x 1”

    • Accessories tray dimensions: 15.75” x 3.5” x 1.5” (note that the accessories tray is not padded)

    If you would like your employee to return the cell phone* and/or charger, please request it when placing your order and we will include a reminder in the packing / shipping instructions that are sent in the laptop box.

    *Additional fee of $9

  • We aim to make the monitor return experience seamless for you and your employee. To that end, our monitor return service includes:

    • A monitor return kit: a padded monitor box with protective foam sleeve shipped to your employee, a prepaid self-stick return label (no printer required!), easy packing / shipping instructions, and tape

    • Email communications with your employee, including reminders if they delay returning their device

    • Tracking updates sent to your company email address

    • Responsive support for you and your employee throughout the process

  • Our monitor return box fits most 23-27” monitors with the stand and cables. The monitor stand must separate into two parts (an arm and a base) in order to fit into our box.

    Note that the following devices do not fit in our box: iMacs, Apple monitors, LG UltraFine displays, and all-in-one PCs.

  • We currently support laptop (including cell phone) and monitor returns.

    Our laptop box accommodates a laptop up to 16", as well as a cellphone and charger (or other charger-sized devices) in the accessories tray. The dimensions of the accessories tray are 15.75" x 3.5" x 1.5", so your employee may be able to use it to return other small devices. Note that the accessories tray is not padded.

    Our monitor return box is designed to accommodate a 23-27" monitor (along with the stand and cables). To ensure adequate protection in transit, we do not recommend using the monitor box to return devices other than a monitor.

  • Yes! Our prices are flat-rate and include shipping in both directions (shipping the empty box to your employee and return shipping back to your company address).

  • Laptop returns

    We currently ship to all US and Canadian addresses, excluding PO boxes, US territories, and the Canadian provinces of Yukon, Northwest Territories, and Nunavut.

    We also ship laptops to, from, and within the United Kingdom. (Enterprise required)

    The EU is on our roadmap.

    Monitor returns

    We support monitor returns within the lower 48 US states.

  • Our device return service is thoughtfully designed to help your employee return their laptop or monitor quickly and safely. We email your employee reminders throughout the process, and we provide easy packing / shipping instructions to take the guesswork out of the return process. We are proud to have an extremely high success rate.

    We provide our full service any time you place a laptop or monitor return order, including all of the following:

    • Shipping a padded device return box with a prepaid return shipping label, packing / shipping instructions, and tape to your employee;

    • Sending email communications and reminders to your employee;

    • Sending tracking updates to your company email address; and

    • Offering responsive email support as needed.

    Since we provide our full service when we fulfill your order, we are unable to issue refunds in the event that your employee doesn't return their device.

  • Yes! We offer a complete white-glove service for storage, provisioning and deployment. Read more about this service here.

  • Yes! You can create an account and store a credit card during checkout, and you can manage your account here.

  • Sustainability is one of our top priorities, and our boxes are 100% recyclable. You can recycle the cardboard box with the rest of your paper recycling, and the polypropylene padding insert can be easily removed and recycled, as well.

  • Yes! Retriever offers secure data destruction and laptop disposal services. Click Here to learn more!

  • Yes! Requests for the pick-up of monitors can easily be scheduled here.

    In an effort to reduce the risk of porch theft (which is a common issue in many locations), our laptop returns do not include a home pickup.

    ** Special accommodations may be made for individuals with disabilities.

Device return process

  • We communicate with your employee via email throughout the process to help make sure that your device gets returned promptly and safely.

    Once you set up a device return, we ship a box to your employee within 1 business day. We notify your employee (if you provide their email address) as soon as the box ships, which can be as soon as within an hour of your order (and always within 1 business day).

    You can learn more about our email communications here.

  • We ship the laptop return kit to your employee within 1 business day of receiving your order. It typically takes 2-3 days for the kit to arrive at your employee’s address, and typically an additional 2-3 days for the laptop return shipment to arrive at your company address once your employee ships it. Note that transit times may be a bit faster or slower depending on carrier shipping volumes.

    While we can’t guarantee how long your employee will take to ship their laptop, our service is thoughtfully designed to help your employee return the laptop as quickly and safely as possible.

    *Please note that shipments to/from Canada may be delayed due to delays with customs.

  • We use USPS or UPS to ship the laptop return kit to your employee.

    We use UPS or FedEx to ship the laptop from your employee back to your company destination address.

  • We ship the monitor return kit to your employee within 1 business day of receiving your order. It typically takes 1-5 days for the kit to arrive at your employee’s address, and an additional 1-5 days for the monitor return shipment to arrive at your company address once your employee ships it. Note that transit times may be a bit faster or slower depending on carrier shipping volumes and shipping distance.

    While we can’t guarantee how long your employee will take to ship their monitor, our service is thoughtfully designed to help your employee return the monitor as quickly and safely as possible.

  • We use UPS or FedEx for monitor returns.

  • Your employee can ship their device at any convenient UPS or FedEx store (depending on their return label) or authorized drop-off location. We provide clear instructions in the box and via email regarding where your employee should ship their device.

Enterprise accounts

  • Retriever Enterprise is a great fit for organizations that need to manage many laptop returns and are looking for enhanced tracking capabilities.

    You can learn more about Retriever Enterprise here.

  • Please complete our Onboarding Form to sign up for Retriever Enterprise. Within 1 business day of receiving your responses, our team will send you an invoice and activate your account. You can learn more about Retriever Enterprise here.

    We look forward to working with you!