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 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 email@example.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.
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’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