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Frequently Asked Questions
About Our Service
Who is Bulky Drop?
Bulky Drop is a community bulk-item disposal service built for gated communities, apartment complexes, and retirement communities. We install a dedicated, branded Drop Zone on your property so residents have a real place to responsibly get rid of mattresses, furniture, and other bulk items — instead of dumping them by the trash cans.
What services do you offer?
We provide dedicated on-site Drop Zones with three ways for residents to use them: DIY (drop it off yourself), Outside-Door (leave it at your unit door and we grab it), and Full-Service (our crew comes in and carries it out). The property covers the Drop Zone, the access system, and scheduled sweeps — residents just pay per item.
What areas do you serve?
Bulky Drop is available at gated communities, apartment complexes, and retirement communities that have partnered with us. Because a Drop Zone is installed on-site, you can book only if your community participates — ask your property manager whether Bulky Drop is available where you live, or tell us about your community and we’ll reach out to them.
What items can be dropped off?
Mattresses, box springs, furniture, dressers, nightstands, small appliances, and general bulk household items. Break items down where you can — flatten boxes, disassemble furniture if possible — to keep the zone organized for everyone.
What items aren’t allowed in the zone?
No hazardous materials — that means no paint, chemicals, tires, or appliances containing refrigerants. We also can’t accept any item with a known or suspected bed bug infestation, without exception, for the safety of our crew and community.
What is Full-Service drop-off?
With Full-Service, you don’t lift a finger. Our crew comes to your unit and carries the item out — upstairs, downstairs, tight hallways, wherever it is — and takes it straight to the Drop Zone.
What’s the difference between DIY and Outside-Door drop-off?
DIY is our most affordable option — carry your item to the Drop Zone yourself, enter your access code, and place it inside. Outside-Door is the step up: leave your item just outside your unit door and our crew picks it up and moves it to the zone for you — no lifting, no trip to the zone required.
Where can I find your policies?
Everything is on one page: our Resident Legal Policies hub links the terms of use, booking and payment terms, cancellation and refund policy, drop-off and access-code policies, accepted and prohibited items, privacy, surveillance, and damage and incident policies. Our mailing address and instructions for formal legal notice are on the Legal Notices page.
Pricing & Cancellations
How is pricing determined?
Resident pricing is simple and shown in full before you pay. DIY starts at $10, Outside-Door starts at $45, and Full-Service starts at $65 — the higher tiers reflect the labor involved in collecting the item for you. A $4.50 service fee applies to every booking, and stairs or disassembly may add a small charge on Full-Service drops. Residents never pay for the Drop Zone itself — that’s covered by the property.
How does a property get set up with Bulky Drop?
We install a dedicated Drop Zone on your property, set up digital access codes for residents, and handle scheduled pickups once enough items accumulate. Get in touch for a walkthrough and we’ll put together a proposal sized to your property.
What if I’m not sure which drop-off option is right for me?
If you can easily carry the item to the zone yourself, DIY is the most affordable choice. If you’d rather not make the trip, Outside-Door lets you leave it at your door. If the item is heavy, awkward, or somewhere hard to move, Full-Service is built for that — our crew handles it start to finish.
What if I have multiple items to drop off?
No problem — each item is priced and booked individually, so you can drop off as many as you need. Once a zone reaches capacity, it triggers a scheduled pickup, keeping the zone clear and ready for the next resident.
What forms of payment do you accept?
We use secure online payment only — pay by card when you book, or split the total into 4 interest-free payments with Klarna at checkout. You’re charged upfront, so there’s nothing to settle in person. We don’t accept cash, check, or any in-person payment for individual drop-offs.
Are there any hidden fees?
No hidden fees — the price you see when you book is exactly what you pay. Full-Service pricing reflects the labor of entering your unit; Outside-Door and DIY are priced lower since less labor is involved.
What’s your cancellation policy?
You can cancel or reschedule anytime before your scheduled window. The $4.50 service fee is non-refundable on every booking, no matter when you cancel. Beyond that, two fees can apply depending on your drop type and timing: a $10 service disruption fee on DIY bookings cancelled after the window has started or not used, and a $20 missed-trip fee on Outside-Door and Full-Service bookings when our crew arrives and can’t collect. Full terms are in our Cancellation and Refund Policy.
Is the service fee refundable?
I booked DIY — what happens if I cancel?
Cancel before your scheduled drop window begins and you’re refunded everything except the $4.50 service fee. If you cancel after your window has already started, or the window passes without you using your access code, a $10 service disruption fee applies on top of the service fee. Reach out early if your plans change and we’ll try to rebook you instead.
I booked Outside-Door or Full-Service — what happens if I cancel or I’m not ready?
Our crew needs your item outside your door (Outside-Door) or your unit accessible (Full-Service) during your scheduled window. If we arrive and can’t collect, a non-refundable $20 missed-trip fee applies to cover the trip. Any tip you added is refunded in full, since no item was carried. Let us know as early as you can and we’ll reschedule instead.
How do I cancel or reschedule?
If I cancel my DIY booking, does my access code still work?
No. Your access code is only valid for the specific drop window it was issued for — cancelling or missing that window means the code stops working, even if it hasn’t technically expired by time yet.
Will I get a confirmation once my refund is processed?
Are there extra charges for stairs or disassembly?
Only on Full-Service drops, and only where they apply — every add-on is shown before you pay, never after. Ground or first floor is no charge. Second floor adds $5.00, third floor or higher adds $10.00, and an item that has to be taken apart to remove adds a flat $10.00. DIY and Outside-Door drops have no stair or disassembly charges.
Can I tip the crew?
Yes, and it’s optional — never expected, and never added by default. You can add a tip at checkout on Outside-Door and Full-Service bookings, and 100% of it goes to the crew who does the lifting; Bulky Drop keeps none of it. There’s no tip on DIY drops, since no crew is dispatched. If your item is never collected for any reason, your tip is refunded in full even where a fee applies.
Booking & Scheduling
How do I book a drop-off?
Tap “Book Now,” choose your drop-off type — DIY, Outside-Door, or Full-Service — and pick your preferred day and window. You’ll get an access code for the zone if you’re dropping off yourself. It takes about two minutes online.
Is booking online really the only way?
Yes — Bulky Drop is a fully online service for residents. Booking, pricing, and payment all happen on our website, no calls needed, and there’s no app to install. Property managers interested in bringing Bulky Drop to their community can reach out directly to set up a walkthrough.
Can I call you?
Yes. Call (888) 97-BULKY Monday–Friday, 8:00 AM–6:00 PM MST. If we miss you, leave a voicemail and we’ll call you back within 2 business days — or email info@bulkydrop.com anytime. Property managers can also use the contact form to set up a call or site visit.
How far in advance should I book?
Windows can fill up quickly, so we recommend booking as soon as you know your date — next-day windows are often available for DIY and Outside-Door drop-offs.
How does the pickup trigger work?
Rather than a fixed pickup schedule, each zone is swept once it reaches capacity for that property. This keeps trucks from rolling for a single item and keeps the zone from overflowing — most active communities see a pickup every week or two.
What are the zone access hours?
DIY drop-offs are scheduled in 30-minute windows so the zone stays clear for everyone — you’ll pick your window when you book, and your access code is only valid during that time. Outside-Door and Full-Service get a scheduled pickup window too, with a heads-up text before our crew arrives.
Do I need to be home during the pickup?
For DIY and Outside-Door, no — just place your item as instructed during your window. For Full-Service, someone needs to be home to let our crew in and show them what’s going.
What if I need to reschedule or cancel?
Life happens — use the contact form to let us know as early as possible and we’ll get you rescheduled. Each access code is valid only for its assigned booking window and expires afterward, so a missed window will need a new booking.
Do I have to be a resident to book?
Yes. Drop zones are private amenities paid for by the property, so booking is limited to residents of participating communities. At checkout you’ll enter your unit number and the Tenant ID your community provided, and we verify both together before your booking is confirmed. If you don’t have your Tenant ID, your property management office can provide it.
What if the Drop Zone is full?
Each zone is swept once it fills, so availability moves quickly. If your community’s zone is near capacity when you go to book, you’ll see it during booking and can pick a later window, choose a different drop type, or join the waitlist and we’ll let you know as soon as space opens up.
On The Day of Pickup
How will I know when the crew is on the way?
For Full-Service and Outside-Door pickups, you’ll get a text about 30 minutes before our crew arrives. For DIY, just use your access code and drop your item during your selected window.
What if my item is inside my unit?
That’s exactly what Full-Service is for — our crew comes in and carries it out, no matter where it is in your unit.
Will there be any damage to my property?
Our crew is trained to navigate tight spaces, doorways, and stairs, and works to protect your floors and walls throughout every pickup.
Are you insured?
Yes. Bulky Drop LLC maintains commercial general liability insurance. If something is damaged during a pickup, report it within 48 hours through our incident report form and we’ll preserve the relevant camera footage while your claim is open — the full terms are in our Damage and Incident Policy.
Is the Drop Zone monitored?
Yes. Every Drop Zone has 24-hour interior and exterior camera surveillance, and access is controlled by a code tied to your specific booking and window, so every entry is logged. Footage is retained for 60 days and is kept longer if it’s relevant to an open incident. Details are in our Surveillance and Privacy Notice.
What if something gets damaged?
Tell us within 48 hours. Use our incident report form and include your order number, what happened, and photos if you have them — the confirmation email you get back is your receipt that you reported inside the window. We preserve the relevant camera footage for as long as your claim stays open. See the Damage and Incident Policy for the full process.
After The Job
What happens to my item after drop-off?
Every item gets sorted, not just hauled away. When you book, you tell us the condition of your item: Good condition (clean, functional — eligible for donation), Recyclable materials (mostly metal, wood, or other recyclable components), or Not usable (goes to standard disposal). Good-condition items are routed to local donation partners; recyclable materials are processed accordingly.
Is Bulky Drop eco-friendly?
We take it seriously, but we want to be honest about it too: not every item can be donated or recycled, and local infrastructure has real limits. What we can promise is that every item is sorted by the condition you specify at booking, and we route as much as possible to donation or recycling before anything goes to the landfill — keeping your community’s diversion numbers real, not just marketing.
STILL HAVE QUESTIONS? Tap the “Ask a Question” button below and we’ll get back to you promptly.
ASK A QUESTION
SERVICES
How can we help you?
DIY Drop-Off
Carry your item to the Drop Zone yourself and enter your access code during your scheduled 30-minute drop window — our most affordable option.
Common Items
Mattresses, furniture, boxes, and other bulk items you can carry yourself
DIY Drop-Off
Full-Service
The easiest way to get rid of a bulk item. Just point to what needs to go — our crew carries it out, no matter where it is in your unit (upstairs, tight hallways, wherever), and takes it straight to the Drop Zone. No lifting, no hassle.
Common Items
Mattresses, furniture, appliances, and other bulk items — removed from anywhere in your unit
Full-Service Drop-Off
Outside-Door Drop-Off
Leave your item just outside your unit door ahead of your window and we’ll grab it and move it to the Drop Zone for you — our mid-tier option when you’d rather not make the trip yourself.
Common Items
Mattresses, furniture, and other bulk items already placed outside your unit door
Outside-Door Drop-Off
Recycling & Donation
We prioritize responsible disposal by sorting every item at booking. Good-condition items are routed to local donation partners, recyclable materials go to recycling facilities, and only what’s truly unusable goes to the landfill.
Common Items
Items in good, donatable condition; recyclable materials such as metal and wood; all others routed to standard disposal
Recycling & Donation
What You Can Drop Off
Mattresses, furniture, small appliances, and general bulk household items. Break items down where you can — disassemble furniture if possible — to keep the zone organized for everyone.
Common Items
Mattresses, dressers, nightstands, box springs, headboards, footboards, small appliances
What You Can Drop Off
What We Can’t Accept
Need help? Call us.
(888) 97-BULKY
Mon-Fri 8AM – 6PM MST
Book Your Drop-Off
Book a drop-off online — no calls needed
Support
Find your booking details, get quick answers, or reach us directly.
Find My Booking
Enter your order number and the email used at checkout — both are in your confirmation email.
Quick Help
I need to cancel or reschedule
Contact us as early as possible using the info below. The $4.50 service fee is non-refundable on every order — for DIY, cancel before your window starts to avoid a $10 service disruption fee; for Outside-Door/Full-Service, a non-refundable $20 fee applies if your item isn’t ready when the crew arrives.
I lost my DIY access code
Use “Find My Booking” above with your order number and email — your access code will show there if your Drop Window hasn’t passed yet.
What items can I drop off?
Most household bulk items are accepted — furniture, mattresses, appliances, and similar. Hazardous materials (paint, chemicals, tires, refrigerant-containing appliances) and anything with a known or suspected bed bug infestation are never accepted.
My community isn’t set up with Bulky Drop
Let us know and we’ll reach out to your property manager — tell us about your community.
Still Need Help?
(888) 97-BULKYOur phone line is open Monday–Friday, 8:00 AM–6:00 PM MST. If we miss your call, leave a voicemail and we’ll call you back within 2 business days. You can also email info@bulkydrop.com.
GET HELP
Contact Support
Let us know your issue and we will work to resolve it.