Terms and Conditions of Service

Last Updated: September 2026 · Effective Date: Upon first use of the Dropsy service

1. Agreement to Terms

By texting the Dropsy service number and using any part of the Dropsy return pickup service (the "Service"), you ("User," "Tenant," or "you") agree to be bound by these Terms and Conditions ("Terms") with Dropsy Returns LLC ("Dropsy," "we," "us," or "our"). If you do not agree to these Terms, do not use the Service.

Your use of the Service constitutes your electronic acceptance of these Terms. No signature is required.

2. What Dropsy Does

Dropsy provides a package return facilitation service for residents of participating apartment communities. The Service allows you to:

Submit a return request via SMS by sending your retailer-issued return QR code or prepaid return shipping label (a screenshot from the retailer's email is acceptable), plus a photo of the item being returned
Receive a unique drop code assigned to your return
Write the drop code on a Dropsy-supplied sticker or bag, attach it to your item, and leave the item in your building's designated drop-off location — boxing, printing, and label attachment are handled by Dropsy where needed; items that do not fit inside the bin may be placed beside it in accordance with Section 3.4
Have your item picked up by Dropsy staff and delivered to the appropriate carrier on your behalf

Dropsy is a logistics facilitator only. We are not a retailer, carrier, or insurer. All return eligibility, refund amounts, and retailer policies are governed solely by the retailer you are returning to. Dropsy makes no guarantees regarding refund outcomes.

The Service is for retailer returns only. Dropsy is not a general mailing or outbound shipping service; packages submitted that are not retailer returns may be refused or treated under the abandoned items policy in Section 7.2.

3. Eligible Items

3.1 Accepted Items

The Service accepts standard consumer goods that are eligible for return under the retailer's own return policy, specifically from the following sources:

Amazon — items with a valid Amazon return QR code (found in the Amazon app under Your Orders → Return Items)
Happy Returns network retailers — brands that offer a "Return to a Happy Returns location" option at checkout, including but not limited to: SHEIN, Levi's, Steve Madden, Revolve, Anthropologie, Fabletics, Allbirds, Parachute, Spanx, and Forever 21, among 1,000+ participating brands
Any retailer that issues a prepaid return shipping label — for any carrier (UPS, FedEx, USPS, DHL, etc.). The label must be prepaid by the retailer; Dropsy does not purchase postage on your behalf.

Returns without a valid return QR code or prepaid return label are not accepted and will not be processed. Such items submitted to Dropsy are handled under the abandoned items policy in Section 7.2.

3.2 Prohibited Items

The following items are strictly prohibited from the Dropsy service:

Items with a retail or declared value exceeding $150 USD
Items exceeding the size and weight limits in Section 3.4, or listed there as never accepted
Cash, gift cards, or monetary instruments of any kind
Firearms, ammunition, or weapons of any kind
Hazardous materials, flammable liquids, explosives, or chemicals
Perishable goods, food, or beverages
Live animals
Prescription medications or controlled substances
Illegal goods or items prohibited from transport under applicable law
Items that do not have a valid retailer-issued return QR code, prepaid return shipping label, or return authorization

Dropsy reserves the right to refuse, return, or dispose of any prohibited item at its sole discretion. Users who submit prohibited items may be permanently banned from the Service and may be reported to appropriate authorities where required by law.

3.3 High-Value Item Policy

Dropsy does not accept items with a declared or estimated retail value exceeding $150 USD per return. By using the Service, you confirm that the item(s) you submit do not exceed this value threshold. Attempting to submit a high-value item in violation of this policy voids all liability claims against Dropsy.

3.4 Size and Weight Limits

Dropsy is designed for parcel-sized returns. Every item — in whatever packaging it will ship in — must weigh 50 lb (22.7 kg) or less, so that one person can safely lift and carry it (about the limit for a checked airline bag). Your building may post a lower limit at its bin.

Items that fit in the bin. The standard Dropsy bin accepts items up to 23 5/8 × 19 11/16 × 13 3/8 inches (roughly 24 × 20 × 13 inches — carry-on suitcase size). If your building uses a different bin, its dimensions are available by texting the Dropsy number (for example, "will this fit?"). Items that fit should be placed inside the bin.

Items that do not fit in the bin. An item that does not fit may be placed directly beside the Dropsy bin, or in the alternative location your building has designated (also available by texting "will this fit?"), with your drop code written on a Dropsy sticker and attached to the item, provided that it weighs 50 lb or less, has no side longer than 48 inches, and is within the published size limits of the carrier or return network shown on your return label or QR code. An item placed this way with a valid drop code is a logged return under Section 4.

Never accepted, at any building: mattresses and box springs; furniture, assembled or in flat-pack boxes, other than small items within the limits above; major appliances (refrigerators, washers, dryers, dishwashers, ranges, freezers, and air-conditioning units); bicycles, e-bikes, and scooters; treadmills and other large exercise equipment; and any item over 50 lb or that requires two people to carry. Use your retailer's home-pickup option for these.

Dropsy may automatically flag a submission that appears to be oversized based on the photos you send. Such a flag is advisory only and does not by itself refuse your return; however, Dropsy may decline at pickup any item that is on the never-accepted list or exceeds the limits in this Section. A declined item is not a logged return for purposes of Section 5 and, if left in the drop-off location, is handled under Section 7.2.

4. How a Return is Logged

A return is considered officially logged only when:

You have submitted a valid return QR code or prepaid return shipping label, plus a photo of the item, to the Dropsy SMS number, and
The system has issued you a valid drop code in response, and
Your item has been labeled with the drop code (written on a Dropsy-supplied sticker or bag) and placed in the Dropsy bin or, for items that do not fit, beside it in accordance with Section 3.4

A return that has not been assigned a drop code is not logged and is not covered under any Dropsy liability policy. Dropping items in the package room without completing the SMS flow does not constitute a valid Dropsy return.

5. Dropsy's Liability for Lost or Damaged Items

5.1 Liability Cap

In the event that Dropsy loses or damages your item after a valid logged return (as defined in Section 4), Dropsy's maximum liability is the lesser of:

The documented original purchase price of the item, or
$75.00 USD per return

Dropsy's aggregate liability to any single user shall not exceed $150.00 USD per rolling 30-day period, regardless of the number of returns submitted.

5.2 What Is Not Covered

Dropsy is not liable for:

Items lost or damaged before being placed in the designated building drop-off location
Items placed in the drop-off location without completing the SMS logging flow
Delays in pickup beyond the standard weekly schedule due to weather, building access issues, or other circumstances outside Dropsy's reasonable control
The retailer's decision to deny, delay, or reduce a refund for any reason
Items left in the drop-off location beyond 14 days of the scheduled pickup date without notice to Dropsy
Items that exceed the $150 value cap described in Section 3.3
Items on the never-accepted list in Section 3.4, or that exceed the size or weight limits described there, whether or not a drop code was issued

5.3 How to File a Claim

To file a claim for a lost or damaged item, contact Dropsy within 7 days of your scheduled pickup date by texting the Dropsy service number or emailing support@dropsyreturns.com with your drop code and a description of the issue. You may be asked to provide documentation of the original purchase (e.g., order confirmation email) and to cooperate with any reasonable investigation Dropsy conducts. Claims submitted after 7 days of the scheduled pickup will not be honored.

5.4 How Approved Claims Are Paid

Approved claims are paid by ACH bank transfer to a US bank account you provide through a secure one-time link sent by text message; Dropsy may instead pay by another reasonable method at its discretion. Claim payments are not made in cash or by gift card. Dropsy may request documentation of the original purchase price before approving any amount. Bank transfers typically arrive within 1–2 business days of being sent.

6. Fraud and Misuse

6.1 Zero Tolerance Policy

Dropsy has a zero-tolerance policy for fraud and misuse of the Service. Prohibited conduct includes but is not limited to:

Submitting a false return QR code or return label, or claiming a return was dropped off when it was not
Filing a false claim for a lost or damaged item
Dropping off no item, or an item that does not match the submitted QR code or item photo
Attempting to use the Service to return items that are prohibited under Section 3.2
Creating multiple accounts to circumvent service limits or bans
Creating or using multiple accounts, or registering people who do not live in the building, to earn referral rewards (Section 15)

6.2 Consequences of Fraud

Users found to have committed fraud or misuse of the Service may be subject to:

Immediate and permanent termination of access to the Service
Reporting to the residential property management company
Civil and/or criminal liability under applicable law
Recovery of any costs or losses incurred by Dropsy as a result of the fraudulent activity

Dropsy reserves the right to make the final determination of what constitutes fraud or misuse.

7. Pickup Schedule and Abandoned Items

7.1 Standard Pickup

Dropsy operates on a weekly pickup schedule per building. The scheduled pickup day for your building will be communicated at registration. Dropsy will make reasonable efforts to adhere to this schedule but does not guarantee pickup on any specific day.

7.2 Abandoned Items

This policy applies only to items placed in the building drop-off location without a valid logged return (i.e., without a drop code assigned via the SMS flow). Items associated with a valid logged return (as defined in Section 4) with an active pending or picked-up status are not subject to this clause while Dropsy is in possession of or responsible for the item.

An item that does not fit inside the Dropsy bin and is placed beside it, or in your building's designated oversized location, in accordance with Section 3.4 and tagged with a valid drop code is a logged return and is not abandoned under this Section. An item that is on the never-accepted list in Section 3.4, or that exceeds the limits there, may be declined at pickup; a declined item is not a logged return and, if left in the drop-off location, is treated as abandoned under this Section even if a drop code was issued for it.

Items placed in the drop-off location without completing the SMS logging flow that remain unclaimed for 14 days will be considered abandoned. Dropsy will make one reasonable attempt to notify the unit's registered tenant via SMS before treating an item as abandoned. Dropsy is not liable for abandoned items.

8. SMS Communication and Consent

By texting the Dropsy service number, you consent to receive SMS messages from Dropsy related to your return(s), including registration confirmations, drop code assignments, item photo reminders, pickup notifications, and claim updates. Message and data rates may apply. You may opt out at any time by texting STOP. Note that opting out of SMS will prevent you from using the Service, as SMS is the primary interface.

Dropsy staff may monitor SMS conversations for customer support purposes and may respond to your messages directly. When a staff member is actively managing your conversation, automated responses may be temporarily suspended.

Dropsy will not use your phone number for marketing purposes without your explicit consent.

For a full description of message types, frequency, supported carriers, and opt-in / opt-out instructions, see our SMS Terms & Messaging Disclosure.

9. Privacy

Dropsy collects your name, phone number, unit number, return QR code and prepaid return label images, photos of items you submit for return, SMS message history, and related return data for the purpose of operating the Service. We do not sell your personal information to third parties. See our Privacy Policy for full details.

10. Changes to the Service and These Terms

Dropsy reserves the right to modify these Terms at any time. Continued use of the Service after changes are posted constitutes acceptance of the updated Terms. Dropsy will make reasonable efforts to notify active users of material changes via SMS.

Dropsy may suspend or discontinue the Service at any building at any time with reasonable notice to the property management company.

11. Disclaimer of Warranties

The Service is provided "as is" without warranty of any kind, express or implied. Dropsy does not warrant that the Service will be error-free, uninterrupted, or that any particular return will be successfully processed or refunded by the retailer.

12. Limitation of Liability

To the maximum extent permitted by applicable law, Dropsy's total liability to you for any claim arising out of or related to the Service shall not exceed the amounts specified in Section 5.1. Dropsy shall not be liable for any indirect, incidental, special, consequential, or punitive damages.

13. Governing Law and Disputes

These Terms are governed by the laws of the State of Texas, without regard to its conflict of law principles. Any disputes arising out of or related to these Terms or the Service shall be resolved by binding arbitration in Austin, Texas, under the rules of the American Arbitration Association, except that either party may seek injunctive relief in a court of competent jurisdiction.

14. Contact

For questions, claims, or support, text the Dropsy service number or email support@dropsyreturns.com.

15. Referral Program

15.1 Eligibility

Registered tenants of participating buildings may invite neighbors using a personal referral link or code obtained by texting REFER to the Dropsy service number. Test or demonstration buildings are not eligible. Each new resident can be referred once; the first valid code applied to their account is the one that counts.

15.2 Attribution

A referral is attributed when the new resident includes the referral code in their first message to Dropsy (the link pre-fills it), or sends it during registration, or sends it after registering but before their first return has been picked up. Codes sent after a first pickup are not accepted. Referral codes never affect which building a resident is registered in.

15.3 Rewards

The referring tenant may earn two rewards per referred resident: one when the referred resident completes registration, and one when the referred resident's first return is picked up by Dropsy. Rewards are in the amounts shown to you when you request your link. Dropsy may change the amounts for future referrals at any time; a reward already earned keeps the amount in effect when it was earned.

Total referral rewards to any one person are capped at $500 per calendar year. Referrals beyond the cap earn no reward, in that year or any later year, although Dropsy may still count them toward your referral totals.

15.4 Payment

Rewards are paid by ACH bank transfer to a US bank account you provide through a secure one-time link sent by text message (see Section 5.4), or by another reasonable method Dropsy specifies. Payment timing is not guaranteed and may depend on Dropsy verifying the underlying registration and pickup. Rewards have no cash value until paid and are not transferable.

15.5 Voiding

Dropsy may void unpaid rewards, reject referrals, and terminate access to the program for fraud or misuse, including self-referral, duplicate or fictitious accounts, referring people who do not live in a participating building, or when either account is deleted. Section 6 applies.

15.6 Taxes

Any taxes on referral rewards are the recipient's responsibility.