Frequently Asked Questions

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).

Retriever provides deployment and retrieval services to the US, Canada, the United Kingdom (including Ireland and Scotland), Germany, Netherlands, Spain and Mexico. Shipments to or from the United States, Canada, and Great Britain may be processed self-service, either through this website or via our Enterprise platform.

International retrievals (outside of the US, Canada and Great Britain) need to be requested via our International Retrieval form.

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.

Yes, UPS provides up to $100 for approved claims and additional insurance is available for $10 for every $1,000 of insurance.

For claims, email Insurance@helloretriever.com.

At Retriever, we ship your employee a padded return kit within one business day of your order. In the U.S., the kit typically arrives in 2–3 days, and the device returns to your company within another 2–3 days once shipped—though times may vary slightly during busy carrier periods.

Absolutely. We send tracking updates at every stage—when the return kit is on its way to your employee and again when the device is en route back to you. On Retriever Enterprise, you also get complete visibility via our dashboard.

Since we don’t offer home pickup (to reduce porch-theft risks), there’s nothing to cancel. Instead, your employee can simply take the packaged device to any nearby UPS drop-off location, using the prepaid label. And if they delay shipping it, our system will automatically send them timely email reminders.

Not at all. Our pricing is flat-rate and transparent, including both directions of shipping. Optional add-ons—like insurance or cell phone return—are clearly listed at checkout and come with their own upfront fees (e.g., $9 for cell phone return, $10 per $1,000 of extra insurance)

Yes! Whether it’s a handful or hundreds of returns, Retriever scales with your needs. Our Enterprise plan is designed for bulk operations—it includes volume discounts, API access, the dashboard for tracking, and even free cell phone retrieval with each laptop return.

We don’t enforce a strict time limit, but for best results, we recommend returning the device as soon as possible once the kit arrives. Our follow-up system will send reminders—but prompt shipping helps avoid delays, transit variability, or the potential for lost or forgotten packages