Cancellation fees for dry runs

A "dry run" occurs when a carrier arrives at your location to pick up an item, but the pickup cannot be completed. When this happens, you may be charged a cancellation fee ranging from $40 to $60, depending on the carrier and the circumstances.

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What causes a dry run?

Common reasons include:

• The item is no longer available (e.g., sold elsewhere or removed from inventory)
• The item is at a different location than the one on the order
• The item needs to be prepared before it can be shipped (e.g., disassembly, wrapping, or moving to an accessible area)
• The store is closed or no one is available to hand off the item

In all of these cases, the carrier has already dispatched a vehicle and crew to your location, so the fee covers their time and transportation costs.

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Carrier notification requirements

Carriers are responsible for notifying you about their arrival at least 24 to 48 hours before pickup. This gives you time to ensure the item is ready and accessible.

If you know the item will not be ready in time, contact Kashew support as soon as possible so we can attempt to reschedule or cancel the pickup before the carrier arrives.

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How the fee is applied

Dry run cancellation fees are deducted directly from your account balance. You will see the deduction in your Transactions tab as a separate line item.

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How to avoid dry run fees

• Keep your inventory up to date. If an item sells elsewhere, mark it as sold on Kashew immediately so no new orders are placed.
• Confirm the pickup location. Make sure the address on the order matches where the item actually is.
• Prepare the item in advance. Have it accessible and ready to go before the carrier arrives — not in a hard-to-reach spot or requiring last-minute disassembly.
• Be available during the pickup window. Ensure someone at your location can hand off the item when the carrier arrives.
• Communicate early. If anything changes, reach out to [email protected] before the scheduled pickup.

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If you believe a dry run fee was charged in error, contact us at [email protected] or call +1 (213) 556-2728.