Home Depot is expanding across the Dallas/Ft. Worth area, creating even more opportunities for you to earn. 🎉
Here's everything you need to know about completing Home Depot deliveries successfully.
1) When to Show Up
⏰ Use the Dispatch pickup window shown in the driver app as your source of truth.
Home Depot stages orders in advance to meet customer expectations. If an order appears to not be picked up within a reasonable timeframe, Home Depot may:
Pull the order from Dispatch
Reassign it to another carrier
These are same-day delivery orders, so plan your route to protect:
The pickup window start
The delivery window ends
Timing Context (How Windows Typically Work)
Stores receive the order and are given time to stage it.
There is typically a buffer before your Dispatch pickup window begins.
Delivery windows are usually tight after pickup.
⚠️ Avoid arriving late.
⚠️ Avoid lingering after pickup.
⚠️ Move promptly once the order is loaded.
2) Know Your Order Types: Same-Day vs. Premium
Not all Home Depot orders work the same way. Check the app to see which type you have.
Same-Day Delivery
Deadline: Deliver by 8pm the same day
Drop-off: May be left unattended in a safe, dry spot if no one is home
Volume: The majority of HD orders
Premium Orders ("Urgent Delivery")
Window: 4-hour delivery window; check the app for the exact drop-off time
Drop-off: Always try to hand off in person
Priority: Complete these BEFORE all same-day orders
⚠️ When you see "Urgent Delivery" in the app, that's a Premium order. Deliver it first, every time, on time. Lateness on a Premium order has the biggest impact on your market's volume growth.
3) Be Load-Ready When You Select "I Am Here"
Home Depot expects drivers to arrive ready to be helped and loaded immediately.
When you tap "I am here" in the app:
Be ready to be assisted
Be ready to verify order details
There is a 15-minute load time expectation for these deliveries.
To stay within that window:
Park appropriately (close enough to load, not blocking traffic)
Have space cleared in your vehicle
Have the order details accessible
Be prepared to sign paperwork if needed
4) Where to Go in the Store
When entering Home Depot:
➡️ Go to Customer Service or the Online Order Pickup area.
Some stores may have:
PRO signage
"Online Orders Pick Up Here" signage
Your universal landmark:
Look for the large hanging "Customer Service" sign (typically hanging from the ceiling).
At the Customer Service desk:
There are usually multiple computers.
Look for the station dedicated to Online Pickup, or the associate working that station.
The associate will:
Locate and pull the order
Bring items forward if staged elsewhere
5) Order Details; Bring the Right Vehicle
These are PRO/contractor orders.
Dispatch supports single delivery orders (one customer delivery), but:
A single order may include multiple parts/items.
Car: 15-mile radius
Cargo Van: 50-mile radius
If the order isn't ready when you arrive: Do NOT swipe through the order. Contact Dispatch Support to have it canceled instead. You'll still receive half the order payout.
Only claim orders you're confident you can complete on time. On-time performance directly drives your market's volume growth.
Cargo Van & Pickup Truck drivers: If an order is too large for a standard car, submit a size adjustment request to be compensated appropriately.
6) Pickup & Delivery Windows — Staying Compliant
To meet Home Depot expectations:
Arrive within your Dispatch pickup window.
Deliver within the delivery window shown in the app.
Do not delay after pickup.
Home Depot systems monitor:
Assignment timing
Movement after pickup
"On the way" progress
Lack of visible progress may trigger reassignment.
Move efficiently and update the app promptly.
7) Drop-Off Do's and Don'ts
Always Do
Read the drop-off notes before you arrive, every time.
If there are no notes, knock on the door to see where the customer wants the items placed.
Premium orders: always try to hand off in person.
Same-day orders may be left unattended safely if no one is home.
Delivering inside the house is not required. It's the driver's discretion, and garages are OK.
Porch with no placement notes? Leave items on the porch, not blocking the door.
Never Leave Items
In the middle of a driveway
Up against or in front of the garage
On top of shrubs or flowers
Anywhere items may be damaged
On the curb next to the street
Follow drop-off notes closely, every time. Heads up: an upcoming app update will require you to acknowledge the notes before you can move forward with delivery.
Verify Before You Unload
Confirm your delivery address: Check the app to verify you are at the correct drop-off location before unloading anything.
Match every item to the order: Review the item list in your app. Confirm all products, quantities, and descriptions match what you loaded.
Wrong-address deliveries put your account at risk. Frequent wrong-address deliveries can result in suspension or deactivation from the platform. Always verify before you leave.
8) Required Delivery Photos
Home Depot requires a minimum of four delivery photos.
At Drop-Off
You must take:
Two photos of the product(s)
One photo of the delivery label
One photo showing where it was dropped off with surrounding area in the photo
(Example: building number, door number, identifiable landmark, doormat, etc.)
At Pickup
Pickup photos are required before swiping "leaving pickup".
9) Signature & Paperwork Handling
You may be required to sign a copy of the Home Depot order.
Typically:
Two receipt copies are taped to the order.
What you'll do:
Sign the top copy (Home Depot keeps it)
Keep the bottom copy
Provide the bottom copy to the customer at delivery
⚠️ Do NOT request a signature from the customer unless specifically required in the delivery instructions.
10) Survey Bonus Program: Earn $5 for Every 5-Star Rating
Home Depot customers get a survey after every order. You'll earn $5 for every 5-star rating, paid in your Earnings the week following the weekly survey review, if you qualify.
On-time deliveries, following drop-off notes for placement, and accurate proof-of-delivery photos all help lead to 5-star ratings.
No delivery instructions available? Knock to see where the customer wants the order placed.
Feel free to remind the customer to complete the survey once you've delivered their order.
11) Escalations & Issue Handling
If the Store Has an Issue
Examples:
Order not picked up
Customer reports missing items
Stores typically:
Email the carrier first
Escalate to the Regional Delivery Manager if needed
If You Encounter an Issue
Examples:
Cannot locate the order
Items don't match
Excessive delays
Delivery cannot be completed
Follow this process:
Call all listed customer contacts.
Document attempts in the app.
Contact Dispatch Support promptly.
🚫 DO NOT mark the order as delivered.
🚫 DO NOT close the order.
This includes situations where:
A return trip may be required
You cannot reach support immediately
You are unsure how to proceed
Often, orders must remain open for:
Return trips
Reattempts
Escalation review
Closing an order without speaking to Dispatch may cause:
Payment issues
Duplicate work
Compliance violations
If a delivery cannot be made, keep the order open and contact Dispatch Support for next steps.
Professional Expectations
To maintain and grow Home Depot volume:
⏰ Be on time
🤝 Be professional
🔎 Be thorough
👕 Dress appropriately (many deliveries go to active job sites — wear proper clothing and closed-toe shoes)
Questions?
If you have any questions about anything with this Home Depot order process, please reach out to us at drivercare@dispatchit.com.