Signup Process FAQs

Welcome to Dolly!

Our mission is to create freedom of time, freedom of choice, and freedom from worry for our customers. Dolly does this by connecting our customers to Helpers and Hands with trucks and muscle to move and transport their items.

How Long Does Our Signup Process Take? 

The timeline depends on how quickly documents are submitted and reviewed as well as the length of time needing to complete a background check.

• Ideally, document collection and review take 1-5 days for processing.
• An average of 7-10 days for a background check, and in some cases, may take longer.

What is Required from Me?

Helpers Signing Up:

• A valid, unexpired U.S. driver's license to operate a motor vehicle.
  Note: Learner's permits are not accepted.
• An unexpired auto insurance policy listing the individual applying as an insured driver.
• Willing and able to lift and carry large, bulky items weighing at least 75 lbs. or more. 
• If a legal registered business name is listed in the signup process, proof of business ownership needs to be submitted. The business ownership document should originate from a state or federal government entity. Examples include, but are not limited to, a Secretary of State document or IRS Employer Identification Number letter. 

For more information on vehicle and document requirements, visit the following links: 

Vehicle and Photo Requirements

General Documentation Requirements

Hands Signing Up:

• A valid, unexpired U.S. government issued photo identification. Examples include, but are not limited to, a state issued driver's license, identification card, passport, or employment authorization card.
• Willing and able to lift and carry large, bulky items weighing at least 75 lbs. or more. 

For more information on vehicle and document requirements, please visit the following links: 

Vehicle and Photo Requirements

General Documentation Requirements

Where Do I Upload My Photos? 

Links to upload photos will be sent by SMS and /or email at the phone number and email address used when signing up. The links will include instructions of which photos to upload.

Why Do I Have to Pay for the Background check?

Background checks are a Fair Credit Reporting Act (FCRA) requirement, and the $30 fee cannot be waived. Furthermore, as a result of these requirements, we are prohibited from using alternate background checks from another entity and will require each individual signing up to be processed through a background check for Dolly.

What Information is Obtained in the Background Check?

Screening requirements can be found in Background Check Requirements.

Will I Receive Training Before I Become a Helper or Hand?

All Helpers and Hands are required to complete onboarding training courses and assessment through our partner, NorthPass. Training outlines all Helper and Hand expectations as well as how to create best-in-class customer experiences. Once training is complete, review the material at any time or refer to our Helper & Hand Resources for more information.

What If I Want to Switch Roles in the Signup Process? 

Visit our support contact page, dolly.com/support and submit a ticket requesting to switch roles.

Where Can I Sign the Helper Agreement and Fill Out the W-9 Form?

A copy of our Helper agreement will be sent via email and / or SMS during the onboarding process. All persons signing up will need to review and sign the agreement. Once the Helper Agreement is signed, a W-9 must be filled out for tax reporting purposes. 

Who Can I Contact with Questions?

Before contacting our Support Team, we highly recommend you check out the rest of our Helper & Hand Resources. An option to send a request is available at dolly.com/support.

Waitlisted Markets

How Long Will It Take to be Placed Back into the Signup Process?

The timeline will vary by market. Typically, we estimate a 4-6 week waiting period before resuming the sign-up process. If waitlisted, we appreciate your patience.

How Will I be Informed About Resuming the Signup Process?

We will contact you with the information provided during sign-up.

What If I am a Helper or Hand Who was Previously Approved?

If previously approved to be a helper or Hand but have been off Dolly's platform for over a year, we require a new background check to be processed. We require up-to-date background checks in order to know who we are working with, uphold strict requirements with who can connect with customers and retail partners, and maintain safety within our community.