how can we help you?
Find answers to frequently asked questions
how fetch works
Fetch is an off-site package delivery service designed specifically for multifamily communities. We’re proud to help property managers eliminate package management and give residents a convenient delivery solution. We receive packages from any carrier at our fetch facilities, and then deliver to residents at the time of their choosing.
After registering with us, you’ll get a new fetch shipping address and fetch code. You can find both in the SETTINGS tab on the website or the MY PROFILE tab on the Fetch Resident app. Use your Fetch shipping address as the shipping address for any online order. The Fetch code tells us your location, your unit, and it allows us to link packages to your account.
Once your package arrives, we’ll notify you via your preferred method. (You can set your notification method in the PREFERENCES tab of the Fetch app.) Registered online? In that case your notification will default to text and email.
After receiving your notification, just select from a range of delivery windows. It could be that day or any day, whatever works with your schedule. Once you select a delivery window, we’ll bring your package right to you.
In order to ensure that you receive the benefits of Fetch, your package needs to be sent to your local Fetch facility so the process is consistent and reliable. We’ll let you know as soon as your package is logged into our system and then you are able to schedule delivery at your convenience.
A commercial address, along with our close relationships with major carriers, means we typically receive packages earlier in the day than residential deliveries. Getting packages early allows us to deliver them sooner, and it allows our customer experience team to resolve any potential delivery issues quicker.
Additionally, there’s the convenience. Our large facilities are able to store packages for up to 60 DAYS. Every facility has refrigerated storage available for perishables, space for oversized packages and secure delivery around your schedule.
You can find the iOS app in the App Store and Android app in the Google Play Store by searching “Fetch Resident.”
We treat every package like our own. All medicines and delicate shipments will be stored (refrigerated or climate controlled) and handled properly. If you have any concerns about your package, please reach out through SCOUT, the Fetch Resident app chat support function or by emailing us at email@example.com.
Of course. Every package is safely handled and stored in one of our secure, climate-controlled facilities. We also use refrigeration units for packages—like subscription meal plans or medication—that require them. Your package doesn’t leave the facility until it’s being delivered by one of our friendly, verified fetch couriers.
We carry an extensive insurance policy. If we receive a damaged package from the carrier (UPS, FedEx, Amazon, USPS, DHL, etc.) we’ll notify you. You’ll then have the option to return the package to the sender. Above all, we’re here to take care of you. For details regarding Fetch’s liability view our Terms and Conditions.
Our drivers wear Fetch-branded lanyards or clothing for easy identification.
Security is one of our top priorities. That’s why all of our background-checked drivers obtain access through closely monitored and controlled access points. And our drivers understand the importance of making sure that they don’t allow access to someone else in the process.
If you have a problem with one of the drivers, you can reach us through SCOUT, our automated chat support in the app or by emailing us at firstname.lastname@example.org.
Our facilities are open 7 days a week with the following hours of operation:
Resident intros are our favorites! Contact us at email@example.com and we’ll start a conversation with your community manager.
Nope. It’s the opposite. Because we have carrier relationships and a commercial address, we typically receive packages earlier in the day, which means we can get them to you faster.
We’re open for half days* on Christmas Eve and New Year’s Eve, which would mean no evening windows. We’re closed completely on Thanksgiving Day, Christmas Day, and New Year’s Day.
*subject to change