Get Help. Fast.
For fastest resolution, manage your booking directly through the Bag & Book it webapp. For other enquiries, use our live chat (business hours) or send us a message below.
Book a pickup
Guest checkout or create account for 30% off.
How can we help you today?
Choose a topic below. We route specific problems to the right team to reduce your wait time.
Change or Cancel a Pickup
Reschedule for free (24hr+ notice), cancel with refund, or update pickup details directly through your webapp account.
Manage in Webapp →Billing & Refunds
Questions about charges or need a refund for an eligible cancellation? Our finance team is here to help.
Get Billing Support →Item Eligibility
Not sure if we can take your renovation debris or bulky furniture? Check our comprehensive guidelines.
View Item List →Report an Issue
Did our crew miss an item? Report a service issue and we'll make it right immediately. We take every concern seriously.
Report Issue →Account Help
Need help with your profile, password reset, or account settings? We can help you regain access or update your information.
Account Support →Contact Support
Have a question that doesn't fit the categories above? Send us a message using the contact form below.
Contact Us →Get Support Fast
Multiple ways to reach us. Fast response times guaranteed.
Webapp Live Chat
Real-time support for active bookings, billing questions, and urgent changes.
Response in < 15 minutesPhone Support
Speak with a real person for complex issues or immediate assistance.
Mon-Sat, 8am-6pm ESTEmail Support
Detailed inquiries, documentation requests, or non-urgent issues.
Response within 24 hours24/7 Webapp Access
Manage bookings, view history, and update account details anytime.
Always availableSend Us a Message
Can't access the webapp? Fill out the form below and we'll get back to you within a few hours.
Contact Form
Fill out your details below and we'll respond as quickly as possible.
What Happens When Things Go Wrong
We're committed to making it right. Here's how we handle exceptions and service issues.
Our Service Recovery Guarantee
If we make an error (missed pickup, incorrect charge, driver misconduct), we commit to resolution within 2 business days. You will receive either a partial/full refund to your original payment method OR a discount code for your next service. We track all resolutions to improve driver training and prevent recurring issues.
Speed Up Your Resolution
To reduce back-and-forth emails, please have these details ready when contacting our support team.
Your Booking ID
Find your unique Booking ID in your confirmation email or directly in the Bag & Book it app under 'My Pickups'. This helps us locate your account instantly.
Clear Photos
If you are asking about item eligibility (like construction debris) or reporting a missed item, snap a quick photo. A picture saves a thousand words.
Exact Address & Access Notes
Ensure we have your correct Ontario service address. Include any gate codes, tricky driveway instructions, or specific bin locations to avoid delays.
Escalations & Fair Dispute Resolution
We believe in transparent, predictable service. Here is how we handle common issues.
How do I dispute a billing charge?
If you see a charge you don't recognize, please submit a Billing Support request via the form above or the app. Include your Booking ID.
Our finance team reviews all disputes within 1-2 business days and will issue prompt refunds for any verified errors. We maintain transparent billing records and will walk you through every line item.
What happens if my pickup was missed?
While rare, missed pickups can happen due to severe weather, blocked access, or routing errors. Report it immediately through the app.
We will prioritize your address and dispatch a recovery truck, typically within 24 hours, at no extra cost to you. You'll receive real-time updates via push notification.
How do refunds work for cancelled subscriptions?
You can cancel your recurring subscription at any time via the app. Cancellations take effect at the end of your current billing cycle.
We do not offer prorated refunds for mid-cycle cancellations, but we will complete all scheduled pickups until the cycle ends. You can reactivate anytime without penalties.
Where can I read the full terms of service?
For complete details on our service agreements, prohibited items, and liability policies, please visit our FAQ page or review the Terms of Service document available in your app profile.
Our terms are written in plain language and cover pickup schedules, cancellation policies, item restrictions, insurance coverage, and dispute resolution procedures.
Ready to resolve your issue?
The fastest way to get support, change a pickup time, or update your billing is through our webapp or by phone during business hours.
Support Center
Get instant help with your bookings, billing, and service questions through our webapp
Bag & Book it — Proudly serving Ontario communities with reliable, on-demand pickup services.
Available in Toronto, Ottawa, Hamilton, and surrounding areas.