All devices returned to Deel must be wiped, reset, and fully accessible to Deel, with no data remaining on the device and no locks in place. Please refer to your terms of service for further details.
If Deel needs to contact the team member to unlock the device, a $50 fee will be charged to your organisation.
Whenever an organisation requests a collection through the Deel platform, Deel will reach out directly to the team member using the contact details on file. Within six (6) hours, the team member will receive a collection survey prompting them to:
Confirm their address details
Indicate whether they need packaging
Arrange a collection at a convenient time
If packaging is required, Deel will provide it. This service is automatically invoiced to your organisation at a cost of $35 (or local currency equivalent).
[ACCORDION] Requesting a collection
You can request a collection as you offboard a team member (please ensure we have their personal email address) or submit a request to collect a single asset, if the team member is not leaving the organisation.
[ACCORDION] After the collection is requested
Within six (6) hours of submitting a collection request, we will reach out to the team member via email with a collection survey, so that we can make arrangements to retrieve the equipment in their possession. The survey will be sent on three consecutive days, the 2nd attempt includes SMS as well, unless a response is received.
If we have not yet received a response after the third request to submit the survey, the request will be escalated within our logistics team. At that point, we'll involve your organisation's Deel IT manager(s) in our communications with the team member. Having someone from your organisation reach out to the team member is helpful to encourage a response.
If the team member remains unresponsive, the collection will be further escalated to our customer success team, so we can discuss your options to cancel the collection or consider the equipment lost or stolen.
[ACCORDION] Wiping a device before collection
It is imperative that a team member wipes their device before it is collected, to ensure that there is no risk of accessing any personal or company data on the device. We provide team members with a Deel IT Device Management Manual to walk them through the steps of erasing their device to restore it to factory settings.
We also ask the team member to confirm that they have wiped the device before submitting the collection survey. If the instructions are not followed and a device is returned locked, we may charge 50$ for reaching out to your organisation and unlocking it.
If your organisation remotely wipes all devices via an MDM software while offboarding team members and when requesting that the equipment be collected for storage or transferred to another user, please let your account owner know. We have the ability to turn off the survey question asking the team member to confirm that they have wiped the device, if your organisation has the processes in place to ensure that all devices are wiped prior to collection. These features apply to all device collections and cannot be enabled on a per-user basis, however.
[ACCORDION] Team member availability
Deel IT aims to collect a device as soon as we are able, but to ensure a successful collection, ask the team member to provide their availability and we will schedule our collection around the dates they have provided. If we need to send packaging or shipment labels in order for them to securely package the equipment, we may need to reach out to them once again to re-establish their availability.
[ACCORDION] Unresponsive team members
- Whenever Deel IT receives a collection request, we send the team member a collection survey that allows our logistics team to make arrangements in order to collect equipment and ensure a successful collection. That survey is automatically sent three days in a row by our platform; on the third day, we also send the survey via text message.
- If the survey is still incomplete after the third day, the collection is escalated within the logistics team. We'll send an escalation email and add the organisation manager on a copy to encourage a response to our survey. By looping in the organisation manager, it allows for the organisation to help apply pressure from their end to get the team member to submit this survey.
- If after 5 working days, there is no response, we'll send another chaser email with a 5-working-day notice. At the end of this period if there's still no response, we will escalate the collection to the customer success team to inform the organisation manager of their options.
Despite Deel IT's best efforts, some team members are completely unresponsive to our attempts to arrange collection. At that point, Deel IT managers are presented with two options:
- Cancel the collection request, continue the contract and its payments (if relevant) until your organisation is able to make contact with the team member.
- Consider the equipment lost and we will process the contract cancellation fee and purchase fee to end the contract (if the equipment is an active Deel IT rental contract). You may then choose to pass those charges on to the team member but that is at your own discretion in line with your internal policies and processes.
If you have questions regarding the collection process, please reach out to us via the help button in the platform or fill this contact form and select Deel IT.
[ACCORDION] Packaging requirements and instructions
We ask all our customers to keep not only the manufacturer's packaging, but also the shipping packaging that the equipment was delivered in.
When we need to arrange a collection for your rented equipment, whether it be for repair or at the end of a contract, the equipment must be packed in the packaging it arrived in to avoid any damage in transit.
Why you should keep your boxes
We understand that keeping boxes for multiple pieces of equipment may be inconvenient, but there are several reasons that we ask our customers to do this:
- The collection process is much smoother, faster, and more cost-effective.
- Equipment must be packaged properly to ensure that no damage occurs in transit.
- If you are unable to supply the original packaging for the collection, you would have to source adequate packaging directly, if not possible, we will supply when available and charge a flat fee to your organisation. include packaging instructions in all collection communications to ensure a smooth arrival and to prevent any potential damage during transit.
Packaging process and instructions
To ensure your equipment arrives safely and undamaged, please follow these instructions carefully.
Failure to adhere to the packaging guidelines may result in equipment being damaged in transit. We will not be able to pursue a claim with the carrier if items are insufficiently packed, and your organisation may be charged for damaged items.
- How to pack your items
- How to affix labels correctly
- Important reminders for a smooth collection
- Examples of how not to pack items
How to pack your items
Scenario 1: Packing instructions for laptops and other small devices with
original manufacturerʼs box and shipping box.
1. Power off the laptop and disconnect any peripherals, such as chargers or USB devices.
2. Place your device inside the original manufacturerʼs packaging, ensuring all protective inserts (e.g., foam or padding) are intact.
3. Secure the manufacturerʼs box inside a larger shipping box. Use additional padding materials (e.g., bubble wrap or scrunched up paper) between the boxes to prevent movement (see example
below)
4. Proceed to Sections 2 and 3 to label and seal the box for collection.
Scenario 2: Packing instructions for laptops and other small devices without the original manufacturerʼs box or shipping box
a. Inform us if you do not have sufficient packaging
- Please let us know via the collection survey form if you do not have sufficient packaging (e.g missing the manufacturer box, shipping box or both). If you made a mistake when
completing the collection form, kindly inform us via email once the logistics team reaches out to initiate the collection process. - We will send you appropriate packaging materials, which may vary depending on your location:
○ UK: You may receive a box with an airbag, bubble wrap, and paper.
○ EU/EEA: You may receive bubble wrap and paper.
○ US: You may receive bubble wrap only.
○ Other Regions: Packaging will vary depending on our supplier in those regions.
How to pack laptops without original packaging
1. Power off the laptop and disconnect any peripherals, such as chargers or USB devices.
2. Pack the cables separately (wrap them in bubble wrap or paper).
3. Wrap the laptop in the protective materials we provide, such as bubble wrap or an airbag. Refer to the example pictures below.
4. Place the wrapped laptop inside the shipping box.
5. Ensure the cables or any sharp edges do not touch the laptop screen.
6. Fill any remaining empty space in the box with scrunched-up paper or bubble wrap to prevent movement.
7. Securely close and seal the box with strong tape.
How to pack monitors
With manufacturer packaging
1. Disconnect any cables and detach the monitor stand, if applicable.
2. Place the monitor in its original packaging, ensuring the protective materials are securely in place.
3. Place the cables and monitor stand in their designated slots within the manufacturerʼs packaging to prevent movement during transit.
4. Pay extra attention to protect the screen surface, ensuring that wires or cables do not touch the screen.
Without manufacturer packaging
1. Please let us know via the collection survey form if you do not have the original brand box or youʼre unable to pack the monitor sufficiently. If you made a mistake when completing the collection form, kindly inform us via email once the logistics team reaches out to initiate the collection process.
2. Wrap the monitor in bubble wrap – pay extra attention to protect the screen surface by ensuring that wires or cables do not touch the screen.
3. Individually wrap the cables and monitor back/stand in bubble wrap and place them in the shipping box away from the screen.
4. Fill any gaps in the box with scrunched-up paper or bubble wrap to prevent movement during transit.
5. Securely close and seal the box with strong tape
How to pack accessories like keyboards, mics, headsets and other small peripherals
1. Please let us know via the collection survey form if you do not have the original brand box or youʼre unable to pack the monitor sufficiently. If you made a mistake when completing the collection form, kindly inform us via email once the logistics team reaches out to initiate the collection process.
2. Wrap the monitor in bubble wrap – pay extra attention to protect the screen surface by ensuring that wires or cables do not touch the screen.
3. Individually wrap the cables and monitor back/stand in bubble wrap and place them in the shipping box away from the screen.
4. Fill any gaps in the box with scrunched-up paper or bubble wrap to prevent movement during transit.
5. Securely close and seal the box with strong tape
How to affix labels correctly
To fix labels correctly:
1. Remove any existing shipping labels from the outer box to prevent misrouting.
2. Affix the pre-paid shipping label we have provided to the outer box.
3. Ensure the label is fully visible, flat, and not bent at the corners,if possible.
Important reminders for a smooth collection
1. Ensure all accessories (e.g. cables, power adapters) are included in the box.
2. Tape the package generously, especially around the edges, to secure it during transit.
3. If possible, take a picture of the box and its contents before sealing it. Keep this photo for at least 30 days after the collection date.
Examples of how not to pack items
The images below are examples of how not to pack items: