Uber adds home pickup for retail returns

On Friday, Uber launched a new feature that allows customers to return purchased items directly from their homes. The launch represents a further expansion of the company’s service offerings beyond its core ride-hailing and delivery businesses.

Under the new service, customers can only return items with retail prices above $20, according to the company. The return fee is calculated based on the courier’s time and distance, Uber stated. The service is currently available for eligible retail items purchased on Uber Eats, and returns must comply with each store’s return policy.

Participating retailers for the new returns feature include:

• At Home
• Best Buy
• Dick’s Sporting Goods
• GNC
• Michael’s Pet Food Express
• Pacsun
• Petco
• Target

Uber plans to add more retail partners to the service in the future.

This is not Uber’s first venture into package logistics, though it represents a shift in how retail returns are handled. In 2020, the company launched Uber Connect, a service that used couriers to pick up and deliver packages to friends, family, or co-workers. At the time, the service launched across the country alongside Uber Direct, which allowed users to get retail deliveries delivered to their doorsteps.

In 2023, Uber Connect expanded with a “Return a Package” feature. That feature allowed customers to hire a gig worker—defined as an independent contractor—to pick up and deliver up to five packages at a time specifically to a post office, UPS, or FedEx location. Unlike the older Uber Connect feature, which focused on drop-offs at shipping carriers, the new returns feature allows direct returns to the participating retail stores.

Why it matters

The new returns feature represents Uber’s ongoing strategy to increase app “stickiness”—a metric for user retention—by diversifying services beyond its core ride-hailing and food delivery businesses.