What a pickup request is and how to make one
An XPO pickup request is how you tell XPO Logistics to come collect a shipment from your location instead of you dropping it off at a facility. You submit the request through XPO's website or by phone, provide your shipment details and address, and XPO schedules a driver to arrive within a set timeframe. The driver picks up your package and takes it into their network for delivery.
Most businesses and some individual shippers use pickup requests when they have regular shipments or items too large or heavy to transport themselves. XPO serves trucking, LTL (less-than-truckload), and last-mile delivery, so the process and fees depend on which service you need.
Key Takeaways
- You can request a pickup through XPO's website at xpo.com or by calling their customer service line; the method depends on your account type and shipment size.
- XPO typically schedules pickups within one to three business days, though timing varies by location and service type.
- You will need your shipment weight, dimensions, destination, and a clear access point at your location for the driver to collect the package.
- Pickup fees are not always included in your shipping rate, so confirm the cost before confirming your request.
How to request a pickup through XPO's website
If you have an XPO account, log in to your account dashboard on xpo.com. Look for a "Request a Pickup" or "Schedule Pickup" option in the main menu. You will enter your shipment details: weight, dimensions, commodity type, destination address, and the date and time window you want the pickup to occur.
After you submit the request, XPO sends you a confirmation with a reference number and the scheduled pickup window. Save this confirmation—you will need the reference number if you need to reschedule or if the driver cannot locate your shipment. XPO will also send you tracking information once the shipment is in their system.
If you do not have an account yet, you can create one on the XPO website. Account creation takes a few minutes and requires your business or personal information, address, and contact details. Once your account is active, you can request pickups when ready.
Requesting a pickup by phone
Call XPO's customer service line to request a pickup if you prefer to speak with someone or if your shipment is complex. The phone number appears on XPO's website under "Contact Us." When you call, have ready your shipment weight, dimensions, destination, and your preferred pickup date and time window.
The representative will confirm your pickup details, give you a reference number, and tell you the pickup window—usually a two-hour or four-hour block on a specific day. Write down the reference number and the window. If you need to change the pickup time or date, call back with your reference number and XPO can reschedule if the new time is still available.
What information you need before requesting
Gather these details before you submit your pickup request: the weight of your shipment in pounds, the length, width, and height in inches, what the shipment contains (the commodity type), the full address where XPO should pick up, and the delivery address. You will also need to know whether your shipment is palletized, in a crate, or loose, because that affects how the driver handles it.
Have your account number or phone number ready if you are calling. If this is your first shipment with XPO, have your business license or ID available—some locations require proof of identity before pickup. Clear a space near your loading dock or entrance where the driver can safely access the shipment without moving obstacles.
Pickup windows and scheduling
XPO typically offers pickup windows of two to four hours on weekdays. You choose your preferred date and time range when you request the pickup, and XPO confirms whether that window is available. Pickup windows vary by location—urban areas may have same-day or next-day options, while rural areas may require three to five business days.
If you need a pickup on a specific date, request it as soon as you know, because popular time slots fill up. If your preferred window is not available, XPO will show you the next available options. Once you confirm a window, the driver will arrive sometime within that two- to four-hour block—XPO cannot may provide an exact time.
Pickup fees and what they cover
Pickup fees are separate from your shipping rate and vary based on your location, shipment weight, and service type. Some XPO accounts include free pickups as part of their contract, while others charge per pickup. Ask XPO for the pickup fee before you confirm your request so there are no surprises on your invoice.
The pickup fee covers the driver's time and fuel to come to your location. It does not cover any special handling, like inside pickup (the driver entering your building) or after-hours pickup. If you need those services, tell XPO when you request the pickup and ask what the additional cost is.
What to do if the driver does not show up
If the driver does not arrive during your scheduled window, check your confirmation email or text for any updates from XPO. Sometimes drivers are delayed by traffic or earlier pickups. Wait until the end of your window before taking action.
If the window has closed and no driver has arrived, call XPO customer service with your reference number. They can tell you whether the pickup was rescheduled, cancelled, or delayed. XPO will reschedule the pickup for the next available time at no extra charge if the miss was their error. If you cancelled the pickup or were not ready, XPO may charge a cancellation or no-show fee depending on your account terms.
Frequently Asked Questions
Can I request a pickup for the same day?
Same-day pickups are possible in some locations if you request early in the morning, but they are not may provide. Call XPO directly rather than using the website if you need same-day service, because a representative can check real-time driver availability in your area and confirm whether it is possible.
What if my shipment is not ready when the driver arrives?
Tell the driver and ask if they can wait. Most drivers will wait a short time, but they are on a schedule. If your shipment will not be ready, call XPO when ready with your reference number and reschedule the pickup for a later time or date. Rescheduling is usually free if you call before the driver arrives.
Do I need to be present when the driver picks up my shipment?
Yes, someone at your location should be present to hand over the shipment and sign the pickup receipt. The driver will not leave without a signature confirming they collected the package. If no one is available, reschedule the pickup for a time when someone can be there.
Can I change my pickup time after I request it?
Yes, you can reschedule through your XPO account online or by calling customer service with your reference number. Changes are usually free if you request them at least 24 hours before your scheduled pickup window. Last-minute changes may incur a fee or may not be possible if no other time slots are open.
What happens if I cancel a pickup request?
You can cancel through your account or by calling XPO with your reference number. Cancellations made 24 hours or more before your pickup window are usually free. Cancellations within 24 hours may result in a cancellation fee depending on your account agreement with XPO.