Frequently Asked Questions

What is Olive?

Olive is a delivery & returns service designed to make e-commerce more eco-friendly. We’re able to provide waste-free delivery through the use of our reusable packaging, made almost entirely from recycled materials. We deliver them to your home and pick them back up to be used again by the next customer — and bring back any returns to the retailer in the process. By returning the packaging your delivery came in, you help us eliminate single-use packaging and keep your home free of clutter. Find more information about Olive here.  

Olive partners with your favorite retailers to deliver your orders without cardboard and plastic mailers. We’re able to provide waste-free delivery through the use of our reusable packaging, made almost entirely from recycled materials. We deliver them to your home and pick them back up to be used again by the next customer — and bring back any returns to the retailer in the process.

You can experience eco-friendly delivery & returns in just 4 easy steps: 
1. Shop with your favorite retailers and select ‘Eco-Friendly Delivery | Powered by Olive’ as your shipping method at checkout 
2. Olive will deliver your order 
3. Olive will pick up our reusable packaging (along with any returns)
4. Olive will reuse the packaging for the next customer

Learn more about how Olive works here

During checkout, Olive was selected as the shipping method for your order. Olive will deliver your order and then pick up our reusable packaging from you after you schedule your free at-home pickup. If you have any items to return, you can simply place them in the Olive packaging, and we will bring them back to the retailer for processing. 

Olive’s reusable packaging is sturdy, anti-microbial, and made almost entirely from recycled materials. Olive uses a tamper-resistant lock to give you peace of mind that your delivery is secure (and we include an extra for your return). All Olive packaging is inspected and cleaned after each trip to check for any damage and prepare for the next delivery.  

Olive's Reusable Packaging

Olive reusable packaging comes in 5 sizes:

Olive’s ‘hard’ containers
Large ‘hard’ container (19” x 12.5” x 12.5”)
Medium ‘hard’ container (14” x 10.5” x 10.5”)
Small ‘hard’ container (11” x 8” x 4”)

Olive’s ‘soft’ containers
Apparel ‘soft’ container (22” x 14.25” x 4”)
Small ‘soft’ pouch (8” x 10” x 0.5”)

Olive’s reusable packaging features built-in zippers and Velcro closures for ease of access. Olive also uses a tamper-resistant lock to give you peace of mind that your delivery is secure (and we include an extra for your return).

Olive’s reusable packaging is made almost entirely from recycled materials, including plastic water bottles. It also features an innovative anti-microbial SILVADUR finish by Dupont. 

Olive disinfects our packaging between each customer delivery and maintains a sanitized workplace to provide the cleanest delivery experience possible.

Note: Olive makes no claims about the effectiveness of its cleaning and disinfecting process, particularly in preventing COVID-19 or other illnesses. 

Olive Deliveries

During checkout, Olive was selected as the shipping method for your order. Olive will deliver your order and then pick up our reusable packaging from you after you schedule your free at-home pickup. If you have any items to return, you can simply place them in the Olive packaging, and we will bring them back to the retailer for processing. 

Help Olive pick up our reusable packaging (along with any returns). By returning the packaging your delivery came in, you help us eliminate single-use packaging and keep your home free of clutter. Whether you have items to return or want to keep everything you ordered, simply scan the QR code on the return label provided and choose a date for your free at-home pickup. 

As soon as you receive a shipping confirmation email from the retailer you ordered from, you will be able to track your order status via the link in that email.  

As soon as you receive a shipping confirmation email from the retailer you ordered from, you will be able to track your order status via the link in that email.  

• Ordered: No items have been shipped or delivered
• Partially Shipped: Some items have shipped but none have been delivered 
• Shipped: All items have been shipped but none have been delivered 
• Partially Delivered: Some items have been delivered 
• Delivered: All items have been delivered 

If any delays or cancellations occur, you can reach out to the retailer or Olive via email at [email protected] or text at (866) 466-5483.

Olive can deliver to any location that has a safe place to leave a package. This includes homes with a porch or mailbox, and apartment buildings with a doorperson or secure receiving space. If packages cannot be received safely at your current address, email us at [email protected] or text us at (866) 466-5483, and we will help figure out how to get your package delivered. 

Olive can deliver to any location that has a safe place to leave a package. Some apartment buildings without a doorperson have secure receiving spaces. If packages cannot be received safely at your current address, email us at [email protected] or text us at (866) 466-5483, and we will help figure out how to get your package delivered.

Please email us at [email protected] or text us at (866) 466-5483 to request a new delivery date. If the item has not yet been routed for delivery, we can reschedule the delivery. 

Before an order has shipped, you must contact the retailer to request a cancellation or change. If the retailer has already shipped your order, email us at [email protected] or text us at (866) 466-5483, and we’ll aim to return it to the retailer without sending it to you.

You can see delivery updates on the tracking page for your order. If your delivery fails, Olive will attempt to deliver your order on the next available delivery day. Our next available delivery day is usually the day after your delivery fails (except Sundays). If you will not be available for delivery the next day, please email us at [email protected] or text us at (866) 466-5483, and we will help you reschedule your delivery. 

Please check all possible delivery locations, including with neighbors or doormen, if applicable. If you still cannot locate your delivery, please reach out to Olive Customer Service at [email protected] or text (866) 466-5483

No. At this time, Olive cannot ship to P.O. Boxes.

Olive Packaging Pickup & Returns

Because we reuse our Olive packaging for the next customer, scheduling a pickup is a critical step in creating a more sustainable delivery experience. By returning the packaging your delivery came in, you help us eliminate single-use packaging and keep your home free of clutter. Whether you have items to return or want to keep everything you ordered, simply scan the QR code on the return label provided and choose a date for your free at-home pickup. Please note that we pick up our reusable packaging at no additional cost. 

Because we reuse our Olive packaging for the next customer, scheduling a pickup is a critical step in creating a more sustainable delivery experience. By returning the packaging your delivery came in, you help us eliminate single-use packaging and keep your home free of clutter. Whether you have items to return or want to keep everything you ordered, simply scan the QR code on the return label provided and choose a date for your free at-home pickup. Please note that we pick up our reusable packaging at no additional cost. 

Yes! Whether you have items to return or want to keep everything you ordered, returning the packaging your delivery came in is required so we can reuse packaging and keep your home free of clutter. Simply scan the QR code on the return label provided and choose a date for your free at-home pickup. 

Simply scan the QR code on the return label provided in your delivery, which will take you to the tracking page for your order. From there, you can select the “Return Items” button and follow the instructions. If you can’t find the QR code on your return label, you can find the link to the tracking page in your delivery confirmation email. 

When you create a return, you choose a date for your at-home pickup. Olive displays the available dates, and you make the selection that’s most convenient for you. Olive will confirm that date with you via email and on the tracking page for your order. Please make sure you place the items you’re returning in the reusable Olive packaging and leave our packaging where you instructed us to pick it up when scheduling your pickup. We’ll let you know when we’ve retrieved it successfully. 

Simply scan the QR code on the return label provided in your delivery, which will take you to the tracking page for your order. From there, you can select the “Request Packaging Pickup” button to choose a date for your free at-home pickup, and we will walk you through the step-by-step process to get our reusable packaging picked up. If you can’t find the QR code on your return label, you can find the link to the tracking page in your delivery confirmation email. Please note that we pick up our reusable packaging at no additional cost.

Just email us at [email protected] or text us at (866) 466-5483, and we will email you a replacement label.

If your Olive pickup fails, you will receive an email prompting you to reschedule your pickup. You will proceed to the tracking page, where you can choose a new date. If you are having trouble rescheduling, please email us at [email protected] or text us at (866) 466-5483, and we will help you reschedule the pickup. 

Just email [email protected] or text (866) 466-5473, and we will arrange to have your return picked up from you.

The length of time it takes to process your refund is dependent on the retailer that you ordered from. Please see their refund policy or contact their customer service team for more information. 

The Olive tracking page for your order will update once your return has been picked up. You can get to the tracking page by clicking the link in your delivery confirmation email. Depending on the retailer you placed your order with, you will receive an email indicating that they have received your items and are working on processing them. 

Please email us at h[email protected] or text us at (866) 466-5483, and we will help you adjust the location.  

Please report this, with as much detail as possible, to [email protected] so that we can quickly address the issue. Olive is focused on creating a premium customer experience and will take action to correct this. 

Olive picks up our reusable packaging (along with any returns) directly from you, so you cannot drop off the Olive packaging somewhere else for shipment. If you’d like to change the location of your pickup, change the date of your pickup, or just need some help, please contact Olive Customer Service via email at [email protected] or text at (866) 466-5483.  

Simply fold up the smaller containers and put them inside the biggest one. Then, request a pickup as you normally would. This allows us to make one pickup instead of multiple.   

If you can fit the extra containers and your return items inside the biggest container, we recommend doing that so we can pick up a single package. Simply fold up the smaller containers and put them inside the biggest one, along with your return items.

If you can’t fit everything inside one container, no problem! Put your return items inside the container that fits best and request a pickup. You don’t need to request an additional pick up for the empty packaging – simply leave one (or more) with your item return, and we will pick everything up.   

Olive Communications

Your contact information is shared with Olive at checkout so that they can ensure you have a seamless delivery and returns experience. We treats your information with the utmost care and respect and will only contact you to enable the quality experience we aim to deliver. Olive needs your contact information in order to retrieve our reusable packaging, which is critical for our business. Please reach out to [email protected] if you ever experience any abuse with regard to communication. Please see our Terms of Service and Privacy Policy for more information.  

Olive receives your contact information directly from our retail partners. This information is passed to us securely and is only accessible by necessary parties. We treats your information with the utmost care and respect and will only contact you to enable the quality experience we aim to deliver. Olive needs your contact information in order to retrieve our reusable packaging, which is critical for our business. Please reach out to [email protected] if you ever experience any abuse with regard to communication. Please see Olive’s Terms of Service and Privacy Policy for more information.  

Simply reply STOP to opt out of all future delivery updates from Olive via SMS.

Simply reply UNSTOP to your last message from Olive to opt in to our SMS updates at any time.

Olive wants to ensure we are creating a great customer experience and constantly evolving based on customer feedback. We sends surveys to gather this feedback and use it to drive our customer service improvement efforts.