On the day of your Pickup

Our drivers collect 8am–4pm on your Pickup day, so have your items out before the window starts. You don't need to be home: leave them at your door or in a safe spot (where to leave your items).

Your instructions are saved with your pickup address, so the driver sees them at every Pickup:

1. Log in to your account on the web or in the ReSmart app.
2. Open your profile settings and choose your pickup address.
3. Write your note in Instructions for driver (for example where the bags are, or how to reach your bin room) and save.

You can also add a note for one Pickup when you book it. To show the driver where your items will be, open your booked Pickup and choose Add photos.

Our drivers are local, contracted and trained to sort, weigh and report what they collect. At each Pickup your driver:

• takes a photo of your items, weighs them and logs what they are (why we weigh);
• sorts your items on the spot and leaves your reusable bags at your door;
• takes the items to our consolidation point, where they are grouped by material and sent to our recycling and reuse partners.

Where your items go next:

• Soft plastics go to our recyclers, who turn them into feedstock oil or an additive for asphalt. Anything mixed in that isn't soft plastic is removed at sorting and kept out of landfill where possible.
• Wearable clothes are donated to charities such as the Australian Red Cross; worn-out textiles are recycled into insulation or yarn. Please put wearable and worn-out clothes in separate bags.
• E-waste is taken apart so its metals can be recovered.
• Aluminium coffee capsules are split: the aluminium is recycled and the coffee goes to an industrial composting facility in New South Wales.
• Cardboard can be recycled up to eight times.
• Cans and bottles in the container deposit scheme: the driver donates the 10c refunds to a charity.

More on what happens to your items.

After 2pm the day before (Sydney time), routes are set, drivers are assigned and your Pickup's spot in the van is held for you. We can't give that spot to anyone else, so a late change, or bags that aren't out on the day, costs the full Pickup price (our terms). Before the cut-off, changes are free: see how to reschedule, skip or cancel.

Charged, but your items were out? Reply to your Pickup email with a photo of your items out. We check it against the driver's photo and refund the fee if your items were there or were taken.

To help you remember, we email you the week before, the day before and on the day itself, and send an SMS on Pickup day. Turn on notifications in the ReSmart app too. When they arrive, our drivers call, text and wait a couple of minutes.

The extra bags stay behind: drivers take only what you booked. If you have more to recycle, change the size of your Pickup before 2pm the day before (Sydney time), or book another Pickup.

We collect everything, as long as it's not wet, organic or dangerous. To keep the rest of your items clean enough to recycle, drivers leave behind anything that is:

• wet or too dirty;
• organic, like food scraps or garden waste;
• hazardous or dangerous.

The driver leaves those items where they found them and tries to call you to explain. Not sure about an item? Search what we pick up before your next Pickup.

First check the date of your Pickup in your account: drivers collect until the end of the 8am–4pm window. If only some of your bags are still there, see extra bags and items left behind.

If the window has passed and nothing was collected, contact our support team and we'll sort it out.

Usually because your driver is unwell or their vehicle has broken down.

When we have to cancel or move a Pickup, we email you and move it to the next available day at no cost. If you were charged for a Pickup we didn't do, we refund it. A Pickup can also be cancelled when the hold on your card fails: update your card and book it again.