Hypotheses: The transport behavior of colloids in subsurface porous media is altered by surface chemical and physical heterogeneities. Understanding the mechanisms involved and distribution outcomes is crucial to assess and control groundwater contamination. The multi-scale processes that broaden residence time distribution for particles in the medium are here succinctly described with an upscaling model. Experiments/model: The spatial distribution of silver particles along glass bead-packed columns obtained from X-ray micro-computed tomography and a mechanistic upscaling model were used to study colloid retention across interface-, collector-, pore-, and Darcy-scales. Simulated energy profiles considering variable colloid-grain interactions were used to determine collector efficiencies from particle trajectories via full force-torque balance. Rate coefficients were determined from collector efficiencies to parameterize the advective–dispersive-reactive model that reports breakthrough curves and depth profiles. Findings: Our results indicate that: (i) with surface heterogeneity, individual colloid-grain interactions are non-unique and span from repulsive to attractive extremes; (ii) experimentally observed spatial positioning of retention at grain-water interfaces and grain-to-grain contacts is governed respectively by mechanistic attachment to the grain surface and retention without contact at rear-flow stagnation zones, and (iii) experimentally observed non-monotonic retention profiles and heavy-tailed breakthrough curves can be modeled with explicit implementation of heterogeneity at smaller scales.