how can we help you?

Find answers to frequently asked questions

frequently asked questions

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. Signatures are required for large item delivery. This dedicated window means we are able to ensure that the larger packages (that take more time to move carefully) will arrive safely. Large items are delivered by dedicated Fetch drivers using company vans.

Absolutely. Select PICKUP within the Fetch Resident app and we’ll have it ready for you. Please refer to your local warehouse hours within the Fetch Resident app.

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 SCOUT, the Fetch Resident app chat support function or by emailing us at help@fetchpackage.com.

No, we have an auto-scheduling feature that’s available to any resident that has the SIGNATURE NOT REQUIRED option selected on their account. EXPRESS SCHEDULING settings can be adjusted for weekdays, Saturdays, and Sundays. You can change these options on the EXPRESS SCHEDULING tab of the iOS or Android app.

Note: signature required/DNL residents cannot auto-schedule.

Feel free to adjust your delivery window within the Fetch Resident app. If the package is already “out for delivery”, message us through SCOUT, our automated chat support in the app, and we’ll do our best to make adjustments.

If you’ve selected NO SIGNATURE REQUIRED, our driver will take a picture of the package at your doorstep to confirm delivery along with a knock on your door to alert you your package has been delivered. You will also receive photo confirmation that your package has been delivered.

When you select SIGNATURE REQUIRED our driver will knock, and if there is no answer, we will send you a notification of our attempt and our driver will return after 30 minutes. If you’re not home a second time, your package will be returned to our fetch facility until delivery is rescheduled.

If it’s from a major carrier, we accept it. As long as it comes in a box or wrapping and doesn’t exceed 10ft x 6ft x 6ft and/or 300lbs per package. Furniture, large rugs, tires, we’ve seen it all.

Of course, we have a few exceptions. We do not accept industrial-grade appliances, safes, or generators. We also can’t accept car engines, large pallet orders, or unboxed furniture. All items need to come in a box or wrapping and should not be larger than 10ft x 6ft x 6ft and/or 300lbs per package. Contact us at help@fetchpackage.com or by using Scout, automated chat support in the app if you have any questions.

Things We Don’t Accept

  • Doordash, Uber Eats
  • Instacart, GoPuff, Favor, Drizly
  • Prime Now, Amazon Fresh
  • Hot Food Orders
  • Floral Arrangements
  • Controlled Medication (Delivered Via Courier)
  • Unwrapped Furniture
  • Commercial Equipment
  • Packages Over 10ft x6 ft x 6ft (due to elevator size restrictions)
  • Packages Greater than 300 lbs
  • Large Appliances/Palletized Items
  • Corrosive or hazardous materials
  • Illegal Items

We will hold packages for up to 60 DAYS 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.

Of course. As long as it’s addressed to us, our facility can sign for it.

It’s up to each individual carrier. The carrier may attempt to deliver to your door, or return the package to their facility for pickup.

Yes. USPS will continue delivering to your mailbox. If you want to send sensitive documents, credit cards, etc. to our secure facility, we’re happy to accommodate you. Just let us know.

Yes, we do. Upon delivery to your door, we may require an ID and signature verifying that you are over 21.

Yes, we accept subscription food boxes, such as those from HelloFresh, Freshly, and Blue Apron. However, you need to use your physical address for grocery deliveries as well as restaurant delivery services like Uber Eats or Grubhub.

Similar to grocery orders and other on-demand deliveries, Amazon PrimeNow deliveries should go to your physical address as you can schedule delivery directly with Amazon at a time when you’re home.

We do not expect residents to tip Fetch drivers. However, cash tips are allowed if you feel the driver exceeded expectations. If you choose to tip, the fetch driver keeps the entire amount.

Not a problem. We can usually link the package by name if it matches the name on your account, and we’ll check the tracking number to verify.

If you ever need to know why a package hasn’t been linked to your account, send us the tracking number at help@fetchpackage.com.

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 help@fetchpackage.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 help@fetchpackage.com.

Our facilities are open 7 days a week with the following hours of operation:
Monday-Friday: 9am-7pm
Saturday: 9am-6pm
Sunday: 9am-5pm

Resident intros are our favorites! Contact us at sales@fetchpackage.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.

Residents can reach us through SCOUT, our automated chat support in the app, or by emailing help@fetchpackage.com.

Contact your account manager directly or submit an inquiry on our client portal.

Multiple accounts can be created for each unit, and residents can create their own account for free.

We’ll store the resident’s items at our Fetch facility and deliver them when the resident is ready within 60 days. They just need to schedule delivery through the app for a day and time that they’ll be back home!

All residents should sign up to prevent packages from going unclaimed.

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

Scroll to Top