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Residents

01
Do I need to do anything differently to get a package delivered?
You don’t have to do anything differently. You will use your residential address or your office address as you normally would. Your address is linked to your Package Center account, so your package will be delivered directly to the secure Package Center locker system in your apartment community, residential neighbourhood, or office building. You will receive a text message, email, or text to speech (depending on your preference set in your Package Center account) notifying you that your package is ready to be picked up using a 6-digit access code.
02
How do I pick up my package?
A text or email notification will be sent to you with a unique access code when you have a package delivered, a picture of your package(s) will be also attached to the email. Here are 4 simple steps to follow when picking up your package:
  1. Locate the lockers where your package has been delivered.
  2. Press the “Pickup” button located on the locker’s system kiosk.
  3. Enter the unique 6-digit access code sent to you via your chosen notification method (text, email or text to speech).
  4. Retrieve your package from the locker that opens. Know that while you are still at the locker system, you can reopen your locker if you forgot to pick up all your packages or if the door closes before you have retrieved your package(s).
03
Can I choose not to use The Package Center Inc.’s locker system and have packages delivered to my door step?
It is up to the property management and their policies. Please contact your property manager for more information.
04
Can my roommate have an independent account?
Yes. Your roommate will have to create his own account to have packages delivered. When couriers are delivering packages, they will search for tenants by unit number and by name. The Package Center recommends that roommates have separate accounts to avoid packages being returned, the recipient not being notified, or late charges accruing to your account. Your roommate will be notified independently if he has his own account.
05
What if my roommate receives a package and he does not have an account?
When a courier delivers a package, he searches by the name and the unit number listed on the package. If the courier does not find the name of the recipient in the system, he will contact the recipient or deliver the package to the front desk / front office subject to the property management’s policies. We recommend all tenants register at www.packagecenter.com/login.
06
What if I want to add a dependent?
If you would like to add or edit a dependent, you will need to go to your account settings at www.packagecenter.com/login and click on the [dependents] tab under your profile and add the dependent’s information.
07
If I have a dependent under my account, who will get notified when he/she receives a package?
The dependent will be notified using the contact information provided for the dependent via text, email, or text to speech depending on the notification methods used. If you would like to be notified, you will have to use your own contact information for the dependent’s account.
08
Will I get charged for late fees if a dependent under my account does not pick up his package on time?
Yes. The account’s credit card will be billed for any late fees due. Please advise your dependent to pick up his package in a timely manner in accordance with management policy to avoid late pickup fees.
09
How do you handle oversized packages?
If a package doesn’t fit through the doorway of the largest available package locker or if the package’s weight is above the maximum allowed, depending on your management office’s policies, it will either be accepted by the property management or you will need to coordinate a scheduled delivery with the courier. Deliveries of this size are rare, and typically only arise if an item is shipped by freight. The Package Center Inc.’s proprietary design will accommodate most common box sizes.
10
What happens if a package is delivered to me, but the courier is unable to find me in the locker system?
While this should not happen if your account Is properly set up, if the courier does not find the recipient by apt number he will be directed to search by last name. If you aren’t listed in the system, depending on the management office’s policies, the courier will either take it to the leasing office or return it to the sender.
11
What should I do if I can’t get into my locker?
If you have trouble accessing The Package Center Inc.’s lockers, please send an email to support@packagecenter.com or call us at 1-855-7CENTER (1-855-723-6837) or 1-281-271-4111.
12
If my package gets returned, how do I have it resent?
If your package doesn’t get picked up after a preset number of days, it will be flagged for return and eventually returned by the courier in the following days. After a package is returned, you should contact the sender/seller for redelivery.
13
What if I’m going to be out of town when my package is scheduled for delivery?
You can put your package-center account on hold by logging in to your Package Center account at www.packagecenter.com/login and selecting “Vacation Schedule” in your profile dashboard. There, you can select the dates when you will be not available. Your package will then either be sent to the property management’s office or scheduled for redelivery depending on the property management’s policies.
14
Can someone else pick up my package for me?
Once you receive your access code, at your own risk, you are free to share it with someone you trust to pick up your package for you.
15
How often will I get reminded about my package?
The management company will determine how often reminders are sent to residents, but generally you will receive a notification the moment your package is delivered and one day later. You will also receive a notification the day The Package Center begins charging an overstay fee, when your package is set for return, and finally when your package is returned. You may contact a href="mailto:support@packagecenter.com">support@packagecenter.com or the management’s office to find out your property’s specific policy.
16
Will I be charged anything?
Depending on your management office’s policies, you will be charged a daily fee if your package(s) has not been pick picked after a preset number of days. You can look up all the details by logging in to your profile at www.packagecenter.com/login. You may also talk to the management’s office personnel for more details.
17
How long do I have to pick up my package?
The time that you have before a storage fee is charged, or before a package is removed from the locker and returned to sender, is set by and varies with each community. Please review the Terms and Storage Fees on your account portal for specific information.
18
How do I know my credit card information is secure?
The Package Center, Inc. utilizes a leading independent provider of payment processing and data security services, Braintree a Paypal company, to process credit card transactions. The Package Center Inc. neither processes nor retains your credit card data. The process used to capture and store your credit card data is PCI compliant.
19
Does everyone who registers need to provide credit card information?
Every account must have a valid credit card on file. However, dependents associated with an account do no need to provide any payment information. The dependents payment will be processed on the credit card of the account under which the dependent’s profile resides.
20
Why do I need to provide credit card information?
A valid credit card is required at registration to cover any registration or storage late fees that may occur while you use the locker. Your credit card information is securely stored by a third-party and market leader in credit card processing, Braintree a PayPal Company, and the process is PCI compliant. The Package Center Inc. neither processes nor retains your credit card data.
21
Who should register?
Anyone that is planning to receive packages should register. You may also add dependents under your account’s profile. A dependent may have his own contact information. Note that your mailing address does not change when you use The Package Center Inc.’s lockers.
22
What do I do if the locker won’t open and I hear a clicking sound?
Generally, this means that your package is too large for the locker. If this happens you should call The Package Center, Inc. at 1-855-7CENTER (1-855-723-6837) or 1-281-271-4111 or contact your management’s office so the locker may manually be opened for you.
23
What if I cannot reach the tallest lockers?
When you signed up you were given the option to select “accessible height”, where if selected, your packages will always (subject to locker availability) be delivered to lockers below 4 feet. You can always update your preferences by logging in to your profile at www.packagecenter.com/login and selecting account preferences.
24
What if my parcel is too large to fit in a locker?
You will still receive a delivery notification text, text to speech, or email and will be instructed to retrieve your package from your property’s management office or at the local courier’s hub, depending on your community’s policies.
25
What if I accidentally deleted my access code notification?
There are few things you can do if you delete your access code notification:
  1. Log in to your account and look at your “Package History” page
  2. Contact The Package Center, Inc. at support@packagecenter.com or 1-855-7CENTER (1-855-723-6837) or 1-281-271-4111, and an agent will happily provide you with an access code.
  3. Contact your property management’s office, and they can provide you with an access code.

Troubleshooting

01
What if the door closes before I retrieved my package?
Every time you pick up a package you will be given the option to reopen your locker. However, if for some reason you were not able to do so, please contact us at www.packagecenter.com/login, call us at 1-855-7CENTER (1-855-723-6837) or 1-281-271-4111, or email us at support@packagecenter.com. We can reset the code so you are able to retrieve the package from the locker.
02
What if I enter my code and the locker is empty?
  1. Contact your property’s management office.
  2. Check your mailbox.
  3. Check to see if your package was delivered to your residence or office (as applicable).
03
I am not getting notifications. What should I do?
Log in to your account www.packagecenter.com/login:
  1. That you have an active account set up or the primary resident on the account has registered you on the account.
  2. That your email address, telephone number, and cellular/mobile phone number is correct.
If the information is correct, and you are still not receiving notifications, please contact The Package Center, Inc. at support@packagecenter.com or 1-855-7CENTER(1-855-723-6837) or 1-281-271-4111.
04
What if I moved to a different apartment within the same community?
  1. Log into your account at www.packagecenter.com/login.
  2. Select the “my profile” tab.
  3. Select “Edit my address”
  4. Complete the required information to update the system with your new address.
05
How do I update my credit card information?
  1. Log on to your www.packagecenter.com/login.
  2. Under “my profile” click on “Add Credit/Debit Card,” enter all required fields and once finished, click save.

Property Managers

01
What if I cannot assist a resident?
If you are having issues helping a resident, please contact our friendly staff at 1-855-7CENTER (1-855-723-6837) or 1-281-271-4111 or email us at support@packagecenter.com. You may also access support services by logging into your account and selecting the [support] tab.
02
How may I access all locker reports and statistics?
If you would like to access the locker reports and statistics, go to your account dashboard at www.packagecenter.com/login and click on the [reports] tab under your profile.
03
How can I pick up a package?
As a manager you may access a locker by logging into the control unit using your manager’s code. You may search for a resident by apartment number, last name, or have the system display a list of all registered package recipients.
04
How do I deliver a package?
As a manager you may deliver a package to a tenant. Please log into the e-locker’s control unit via the ‘Concierge’ button and enter your manager’s code. Please choose the ‘deliver package’ option and then choose the tenant. If you are still not able to deliver the package, please contact our friendly staff at 1-855-7CENTER (1-855-723-6837) or 1-281-271-4111 or email us at support@packagecenter.com.
05
How may I add a tenant?
If you would like to add tenant, go to your account’s profile at www.packagecenter.com/login and click on [invite tenant] under the [tenant] tab and fill out the new tenant form. The tenant will receive an email with instructions on finishing the registration process. You may also provide the tenant a token to set up the account. The token may be found under the [tenant] tab.
06
How may I edit a tenant’s profile?
If you would like to edit a tenant’s profile, go to your account’s profile at www.packagecenter.com/login and click on [list of tenants] under the [tenant] tab. You may search and select the tenant and edit the profile.
07
How may I add an assistant manager?
If you would like to add an assistant manager, go to your account’s profile at www.packagecenter.com/login and click on [add assistant] under [My personnel] tab and fill out the new assistant manager’s form.
08
How may I edit an assistant’s profile?
If you would like to edit an assistant’s profile, go to your account’s profile at www.packagecenter.com/login and click on [list of assistants] under [My personal] tab. Select the assistant and edit the assistant’s profile.
09
Does everyone who registers need to provide credit card information?
Every account must have a valid credit card on file. However, dependents associated with an account do no need to provide any additional payment information. The dependent’s payment will be processed on the credit card of the account under which the dependent’s profile resides.