Rexurn – Frequently Asked Questions
(FAQ)
1. General Questions
What is Rexurn?
Rexurn is a residential and business pickup and drop-off service for prepaid packages, outbound shipments, and returns. We collect your packages from your home or business and deliver them to authorized drop-off locations such as USPS, UPS, FedEx, Amazon return counters, Kohl’s, and other participating retail locations.
Rexurn is not a shipping carrier. Customers must provide prepaid shipping labels or select our optional Label Assist service.
Where do you operate?
We currently serve the Greater Houston area, including Pearland, Katy, The Woodlands, Spring, Sugar Land, Missouri City, Pasadena, and nearby surrounding cities. Service availability depends on active routes and capacity.
What types of packages do you pick up?
We pick up prepaid and labeled packages, outbound shipments, returns, and Amazon QR-code returns for both residential and business customers.
Do you pick up oversized or heavy items?
No. We do not pick up items over 50 lbs or oversized items such as furniture, large TVs, appliances, or irregularly shaped packages.
2. Pickups & Scheduling
Can I choose my pickup day?
Pickup days are assigned by Rexurn based on route optimization and service availability. This allows us to maintain reliable service, reduce delays, and keep pricing affordable.
You will receive your assigned pickup day after booking.
Why are pickup days assigned?
Assigned pickup days help us optimize routes, reduce travel time, and ensure consistent service across all customers.
What if I need a specific pickup day or faster service?
If you need a specific pickup day or faster service, you may request Expedited Pickup during checkout. Expedited requests are subject to availability and may incur an additional fee.
Do I need to be home for pickup?
No. You may leave packages on your porch, in a locker, with a concierge, or in another designated safe location. Customers are responsible for ensuring packages are accessible and secure at the designated pickup location.
What happens if my package isn’t available when the driver arrives?
A missed-pickup fee may apply based on your plan. Missed pickups are considered completed pickup attempts and may require rescheduling.
Can I cancel or reschedule a pickup?
Yes. You may cancel or reschedule up to 12 hours before your assigned pickup day.
3. Service Plans & Pricing
What subscription plans do you offer?
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One-Time Residential Pickup (subject to availability and approval)
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Bi-Weekly Classic Plan (pickup every two weeks)
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Weekly Premium Plan (pickup every week)
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Business On-Demand Pickup
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Business Monthly Plans (standard and advanced tiers)
Do you offer same-day pickup?
Same-day or priority pickups may be available in select areas based on driver availability. Same-day service is not guaranteed.
Is there a limit to how many packages I can hand over per pickup?
There is no strict package limit per pickup. Pickups are intended for reasonable, plan-appropriate use.
Normal usage refers to a quantity and volume of packages that can be safely handled within a single stop and aligns with typical residential or business shipping activity for your selected plan.
Excessive volume that exceeds normal usage may require approval, rescheduling, or additional fees to maintain route efficiency and service fairness. For recurring high-volume needs, we recommend a business plan designed to support larger shipment volumes.
Do you accept cash?
No. All payments must be completed online for security and tracking purposes.
4. Package Handling & Safety
How do I know my package was delivered to the carrier?
You will receive a confirmation once your package is dropped off at the authorized carrier or return location. Confirmation reflects drop-off at the carrier, not final delivery to the destination.
Do you open or inspect packages?
No. All packages must be sealed prior to pickup. Rexurn does not open, inspect, or modify parcels.
Are my packages insured?
Rexurn is responsible for packages from pickup until drop-off at the authorized carrier location. Once handed off, the carrier’s tracking, insurance, and liability policies apply.
Do you accept Amazon QR-code returns?
Yes. For Amazon returns that require a QR code, you can upload the QR code through the secure form provided on our website after booking. No printing is required.
5. Restrictions
What items do you NOT pick up?
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Items over 50 lbs
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Oversized items (furniture, large TVs, appliances)
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Hazardous materials
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Alcohol (unless permitted by the carrier)
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Live animals
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Perishable items
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Items restricted by USPS, UPS, FedEx, Amazon, or other carriers
Will you pick up packages without a label?
Yes — only if you purchase and pay for the Label Assist add-on through our website, which allows Rexurn to print and apply shipping labels for you. Label Assist must be paid for before pickup.
6. Payments & Billing
What payment methods do you accept?
We accept all major credit and debit cards, Apple Pay, and Google Pay.
Do retailers or carriers pay Rexurn for returns?
No. Rexurn is an independent pickup and drop-off service. We do not receive payment or reimbursement from retailers, carriers, or return centers. All service fees are paid by the customer for pickup, transport, and delivery convenience.
Do you offer refunds?
Refunds follow our posted Refund Policy. Completed pickups are generally non-refundable, while canceled or unavailable pickups may qualify.
How does billing work for subscriptions?
Subscriptions are billed automatically on a monthly basis. You may pause or cancel your subscription at any time through your account.
7. Account & Support
Do I need an account to schedule a pickup?
No. However, creating an account allows you to manage orders, view pickup history, and update your information more easily.
How do I contact support?
📞 Phone support coming soon
📍 Houston, Texas
8. Legal & Compliance
Is Rexurn responsible for lost packages?
Rexurn is responsible only until the package is officially handed to the carrier. After drop-off, the carrier’s standard tracking and liability policies apply.
Do you follow Texas state laws?
Yes. Rexurn operates in compliance with Texas state laws and applicable U.S. federal regulations.
9. Website & App
Do you have a mobile app?
Coming soon. All services are currently available through our mobile-friendly website.
Is your website accessible?
Yes. We follow WCAG accessibility guidelines. Our full Accessibility Statement is available on our website.