FAQ

FREQUENTLY ASKED QUESTIONS

OUR MISSION
People often ask, what drives us? Our mission is to:

● Take the stress out of getting kids’ luggage to camp – and back home again.
● Save parents money – our services cost less than the competition; and
● Help raise money for camp scholarships so that more families can experience the magic of camp.
Our service exists so that parents have one less thing to worry about and camp directors can focus on
running their camps. We know camping and deeply believe in the value it provides. We are here to help
lighten the load.

HOW DOES IT WORK?
Unlike many other delivery services, we only service overnight camps, and our services are tailored to the
specific needs of each camp. Please visit our “How It Works” page for an overview of how we operate
after you register online for the service.

LUGGAGE SIZING
Unlike other services, there is no weight or size limitation for your bags.
Have oversized bags or multiple bag sizes? Flat rate pricing doesn’t work for everyone, so we offer a
range of sizing and weight options to best suit your needs. When filling out our booking form, just choose
the size and weight option that’s best for your camper.

At the time of registration, please note if your luggage is over 65 lbs. A fully-packed soft trunk that is
over 44 inches long – often referred to as supersized, colossal, monster, or jumbo will likely weigh more
than 65 lbs. If you need a chiropractor after carrying your bag a short distance, it’s likely over 65 lbs.

PACKING, BROKEN ITEMS & INSURANCE
When packing, please review your camp’s rules and the prohibited items listed in our Terms and
Conditions of Service. We are not responsible for any fragile items that break during transit. The
luggage is stacked inside our trucks and your bag may be at the bottom of the pile! Please plan
accordingly to avoid packing items that can break.


Each piece of luggage is insured against property damage or loss due to fire or theft at $250 per item.
Additional coverage up to $1,000 per item is available for purchase.

CAN WE SEND SPORTS EQUIPMENT OR OTHER ITEMS?
Yes! If your camp allows it we are happy to deliver it for you. All items, however, must fit in your
luggage or boxed separately to protect it in transit. Capacity is limited and availability for unexpected
luggage is not guaranteed. Additional fees may apply.

WHEN SHOULD I BOOK?
We recommend booking as early as possible to ensure availability and to lock-in the best rate. Early
booking discounts may also be available. In order to plan appropriately with our truck capacities and
pickup schedule, we require that all bookings are finalized 15 days prior to service. If you need to make a
change or add a reservation within 15 days of the service date, please contact us and we will do our best
to accommodate your needs.


HOW DO I PAY?
Payment is made by credit card online at the time of check out. To complete your registration, payment
must be made in full and in advance of service. If you’d prefer to pay by check, please reach out to us at
support@doorvadoor.com and a member of our team will get right back to you!


WHAT IF I NEED TO MAKE CHANGES AFTER BOOKING?
The bestway to adjust the details of your reservation is to reach out to us directly at
support@doorvadoor.com. We can easily add and remove bags from a reservation, but a late fee may
apply.


WHAT IF MY PLANS CHANGE AND I NEED TO CANCEL?
Full refunds will be processed for cancellation requests that are submitted by email at least thirty (30)
days prior to your scheduled pickup or delivery.

Unless otherwise agreed to in writing, cancellation requests submitted at least fourteen (14) days prior to
the service date, but less than thirty (30) days prior, will be refunded at 50% of the prepaid amount.
Cancellation or refund requests submitted within fourteen (14) days of the service date will not be
refunded. Certain refund requests may also be considered by the company on a case-by-case basis and
granted in the sole discretion of the company.

To request a refund, please contact us at: support@doorvadoor.com
Thank you for understanding and cooperating with our refund policy, which enables us to carefully plan
for a smooth and stress-free experience for you and your camp.


WHERE WILL MY LUGGAGE BE PICKED UP?
We offer door-to-door service and we can pick up right from a home or business, depending on your
needs and if your camp will allow it. Want us to pick-up your luggage from a friend’s or relative’s
house? No problem! Please note that rates may vary depending on your pick-up/drop-off location.


PICKUP DAY PROCEDURES
We will email you, weeks in advance, with your exact pick-up/delivery dates.
If you are requesting door-to-door service, when you register online you must provide us instructions for
where to find your items. We offer a menu of options for you to choose during registration. For
example, this could be your front or back porch, side entrance, inside an unlocked garage or other easily
accessible location. If we are picking up from a business or apartment building, please have your bags
waiting at the front desk or lobby.
Our drivers are instructed to look for your luggage in the designated location at time of registration. If
you are unable to leave them at this location, please let us know. When you make your initial reservation,
you’re welcome to provide as much information as you would like to help with the pickup process. Our
drivers will receive a copy of those instructions on the pickup day.


WHAT IF I HAVE A DIFFERENT RETURN ADDRESS?
If you know this in advance, simply include both the pickup and return addresses in your initial booking.
If you need to adjust the return address after your booking is confirmed, email us with the new location
details and we’ll update your reservation. Please note that any address changes MUST be made at least 14
days prior to the last day of camp.


BAGGAGE TAGS AND ID LABELS
You will receive personalized luggage tags from us after you’ve made your reservation, which should be
clearly visible and firmly attached to each bag in your reservation. We also recommend that each of your
bags are labeled with your last name to help the drivers and camp counselors once the bags are delivered
to camp.


WHEN WILL MY BAGS BE RETURNED AFTER CAMP CLOSING?
In most instances, bags are returned to your specified return address within 1-2 days. You will receive an
email before camp closes with a date and approximate delivery window. Please keep in mind that there
are many variables to the return process, so if we are unable to meet that expected timeframe, we will do
our very best to keep you informed.

Have any other questions? Please email us or give us a call.
Phone: 856-497-9240
Email to: support@doorvadoor.com 

We all have baggage. Thank you for trusting us with yours.
Click Register Online to get started. Your kids You deserve it!