Frequently Asked Questions
Which areas do you serve?
We primarily cover the Roaring Fork Valley (Aspen to Glenwood Springs) and surrounding mountain towns (for example, Aspen, Vail, Rifle and Grand Junction). If you’re unsure whether you’re within our delivery area, just give us a quick call. We’re happy to let you know before you book.
Do you guarantee same-day delivery?
While 97% of our deliveries are completed same day, we can’t guarantee it. Why? Well, this is life in the mountains! As anyone living in the Rockies knows, we have to contend with frequent highway closures, adverse weather conditions and the unexpected. So while we aim to offer reliable same-day service, the safety of our drivers is priority #1. If we can’t complete the delivery the day it’s picked up; we will deliver it at our very next opportunity.
Do you offer same-day delivery between Aspen and Vail?
When a delivery passes through two zones, we offer next-day delivery. This includes deliveries between Aspen and Vail, or Grand Junction and Aspen, for example. We will store your package overnight in our secure transfer location, and send you notifications at each stage of the delivery process until your package is safely delivered.
Can I track my delivery or get delivery confirmation?
Yes! When a place an order using our new online customer portal, you will be able to track your delivery location in real time. No need to call or check up on your delivery status; you’ll see it right in your OSM Delivery account. Plus, we send you updates via email or SMS.
What are your payment options?
We accept all major credit cards and ACH transfers through our online billing system. If you or your business spends at least $300 a month, regular billing is available. If your billing preferences change, just ask: we aim to make payment as smooth as possible for small businesses.
What if I need to change or cancel a pickup?
You can cancel or reschedule any time before our driver is en route. Cancellations after dispatch may incur a small fee, depending on how far the driver has already traveled. We always recommend changing or canceling sooner rather than later, especially when weather looks unstable.
Do you deliver on holidays or weekends?
We typically observe (are closed) major holidays and are not running services those days. This includes Thanksgiving, Christmas, New Year’s Day, Memorial Day, Independent Day and Labor Day. We are closed on weekends.
Are there any packaging requirements?
For basic deliveries, standard packaging is fine. But for fragile, heavy, or temperature‑sensitive items (for instance, during Colorado winters), we recommend:
Using sturdy, well‑sealed boxes or containers.
Clearly labeling any “fragile,” “this side up,” or “keep warm/cool” items.
Let us know if an item requires special care so we can give appropriate attention when loading and delivering.
What is a Hot shot?
We understand sometimes you need to have something ASAP. Our Hot Shot Service is available upon request and availability of a driver. With these deliveries, our hotshot drivers pick up your product, and deliver it directly to you or to your customer with no additional stops. Door to Door in the fastest time possible. Hot shots start at $200. Call us to get a quote.