how can we help you?

Find answers to frequently asked questions

requesting a delivery

We’ve always said, “Large items? No problem!” When packages 4’ or longer and heavier than 50 lbs are delivered to a Fetch facility, you will receive an alert letting you know it’s time to schedule your large delivery during a specialized delivery window. This dedicated window means we are able to ensure that the larger packages (that take more time to move carefully) will arrive when you’ve scheduled delivery and they also arrive in Fetch vans by dedicated Fetch drivers and are handled with a lot of TLC.

Absolutely. Just select PICKUP REQUEST within the iOS app and we’ll have it ready for you. Pickup hours are 9 am – 7 pm on weekdays and 9 am – 5 pm on weekends. If you need to pick up outside these hours, contact our team.

At the same fetch address that you ship to. You can find it in the SETTINGS tab of the website or the MY PROFILE tab in the iOS or Android app.

You bet. Every package should be available for same-day delivery. If not, don’t hesitate to reach out via email or text, and we’ll do our best to accommodate you.

No, we have an auto-scheduling feature that’s available to any resident that has the LEAVE AT DOOR option selected on their account. Auto-schedule settings can be adjusted for weekdays, Saturdays, and Sundays.

You can change these options on the PREFERENCES tab of the iOS or Android app. 

Just text or call us at (972) 861-2837 before your delivery window and we’ll do our best to adjust it.

Currently, we only offer daytime delivery from 12 pm – 2 pm. But we may be able to accommodate special requests. Just contact us or call (972) 861-2837, and we’ll do everything we can to help you out.

It depends on how your preferences are set.

If you’ve selected LEAVE, our driver will knock, wait 15 seconds, and then knock again before placing the package at your door. In this case, you’ll receive photo confirmation that the package has been delivered.

When you select DO NOT LEAVE our driver will knock, and if there is no answer, they will put your package back in the van and return within 30 minutes. If you’re not home a second time, your package will return to our fetch facility until delivery is rescheduled.

We will hold packages for up to six months for you as long as it is in your account. Just set your delivery time, and we’ll hold them until then. You can even ship packages to us before you move in, and we’ll deliver them once you’re ready.

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