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Find answers to frequently asked questions

frequently asked questions

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.

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 (972) 861-2837 if you have any questions.

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.

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

It’s up to each individual carrier. The carrier may redirect to fetch, 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.

You’re not required to tip. However, cash tips are allowed, and if you choose to tip, the fetch driver keeps 100% of it.  

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 and we’ll figure it out.

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 we deliver them 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 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 SETTINGS 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.

Because first your package needs to be sent to our secure, climate-controlled fetch facility. That way we can keep it away from the porch pirates. We’ll let you know as soon as it arrives so you can select a delivery window.

You get packages faster. A commercial address, along with our close relationships with major carriers, means we’re able to receive packages much earlier in the day than residential delivery. 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 as long as you need. Every facility is climate controlled, and refrigerated storage is available for perishables.

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 contact us and we’ll be happy to help.

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 assume the same standard liability of all major carriers. Additionally, 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. 

All of the verified and vetted couriers wear fetch-branded accessories for easy identification.

Security is one of our top priorities. That’s why all of our couriers obtain access through closely monitored and controlled access points. And our couriers understand the importance of making sure that they don’t allow access to someone else in the process.

If you ever have a problem with one of the couriers, please email, call, or text right away. You can reach us at help@fetchpackage.com or (972) 861-2837.

Our facilities are open weekdays 9 am – 7 pm and weekends 9 am – 5 pm. For deliveries, we have windows up to 10 pm on weekdays and 6 pm on weekends.

Please select “pick up” on your app. When you arrive at the facility during business hours, please have your ID and Fetch code ready. 

Resident intros are our favorites! Contact us at sales@fetchpackage.com and we’ll start a conversation with your building manager.

Nope. It’s the opposite. Because we have carrier relationships and a commercial address, we get packages earlier in the day, which means we can get them to you faster.

We’ll take care of everything. Residents can reach us at help@fetchpackage.com or text our help center at (972) 861-2837.

Just talk to your account manager and they can get you the resources you need.

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. 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

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