Frequently Asked Questions Frequently Asked Questions

Frequently Asked Questions

Megan Buth

Who performs the delivery?

All Dolly deliveries are performed by Dolly Helpers (delivery drivers), who are fully vetted and have completed a background check. Dolly Helpers have their own trucks to perform each delivery promptly.

 

Does someone communicate with the customer?

Yes, once the delivery has been booked, customers can chat directly with their Helper via text, phone, or through the Dolly app. 

 

How does a customer reschedule their delivery or make changes?

Customers can visit book.dolly.com or the Dolly app to reschedule their delivery using the information used when booking the delivery.

Note: Additional or different charges might be applied depending on the customer's updates.

 

What if a store associate has questions?

Your store team can contact Dolly Support at your dedicated support email or by calling, 310-947-8932. Dolly Support is available 6am-6pm Pacific time. 

Phone lines should be used for urgent requests that require immediate actions. For all other requests, please us email or the Dolly support form in Lighthouse.

Please note that this support line is for internal use only and is not meant for sharing with customers. Customers can contact Dolly at dolly.tr.co/support.

 

What if the customer claims Dolly caused damage to their property during the delivery?

Customers can report damages by visiting dolly.tr.co/claim. The claim must be submitted to the Dolly team within 14 days of the delivery.


Does Dolly provide the store with any information?

The store can use Dolly’s Lighthouse dashboard to monitor the status of each delivery. Each store will receive login information upon launch. For support with Lighthouse, please contact Dolly Support.

Was this article helpful?

- -

Can't find what you're looking for?

Our customer care team is here for you!
Submit a request
Our team usually replies within 1 hour.
- -