Frequently Asked Questions for Residents

  • Q: What if my spouse, roommate or other resident receives a package?
  • A: When a driver goes to make a delivery, they search by resident name and unit number listed on the package. Therefore, everyone who may receive a package should create their own account at LuxerOne.com. If you would like to have the notification go to multiple recipients you can add another email to your account by signing in at www.luxerone.com.

 

  • Q: Is Luxer One in my building?
  • A: Register as a user at LuxerOne.com and enter your address to see if your building offers Luxer One. If Luxer One is not available in your building, you can sign up to be notified when we have a location available for you, or request that we work with your building by emailing sales@luxerone.com.

 

  • Q: Can I opt out of Luxer One and have packages delivered to my door?
  • A: This depends on your building, so you will need to inquire with your building manager.

 

  • Q: How do you handle oversized packages?
  • A: Approximately 20% of packages will not fit in the standard lockers, which is why most properties have one of our oversized lockers or a package room. When accessing an oversized locker or shared package room, please only retrieve packages addressed to you. If a package doesn’t fit through the doorway of the package room, it will need to be accepted by the leasing office or you will need to coordinate a scheduled delivery with the carrier. Deliveries of this size are rare, and typically only arise if an item is shipped by freight, rather than by standard carriers (FedEx, UPS, etc.)

 

  • Q: What happens if a package is delivered to me but the carrier cannot find me in the locker system?
  • A: If you aren’t listed in the system, the carrier can deliver the package to a “house account.” The manager will be notified of the delivery and will reassign the package to you (if you are registered) or they will ask you to sign up and then they will reassign the package to you.

 

  • Q: What should I do if I can’t get into my locker?
  • A: If you have trouble accessing Luxer One, please send an email immediately to support@luxerone.com or call us at (415) 390-0123.

 

  • Q: If my package gets returned, how do I get it resent?
  • A: Your building will decide how long it will hold packages for residents. If you don’t pick up your package within your building’s specified time frame, you will need to coordinate with the sender to resend it once they get the package back.

 

  • Q: What if I’m out of town when my package arrives?
  • A: You can put your packages on hold by logging in to your Luxer One account at LuxerOne.com and clicking “Select an action” next to the package you would like held. Choose the date you would like to pick up your package and select confirm. Building Management will be notified to hold your package. If they remove the package to make room for other deliveries, you will receive a new access code when they redeliver the package.

 

  • Q: Can someone else pick up my package for me?
  • A: Once you receive your access code, you are free to give it to someone you trust to pick up your package for you. However, once the package leaves the Luxer One system, we are no longer responsible for it.

 

  • Q: How often will I get reminded about my package?
  • A: Your building’s management will designate how often reminders are sent to residents, but generally they go out right away, and then 1 day later and 3 days later. Your package will be returned back to the sender if it is not picked up within a few days, again determined by your building management. You can contact support@luxerone.com to find out your property’s specific policy.

 

  • Q: Will I be charged anything?
  • A: Luxer One does not require that properties charge residents a fee for use; however, your building management may choose to charge residents for the package acceptance amenity. Please talk to your building manager to find out more.

 

  • Q: How do I get a package delivered?
  • A: You shop online as you always would, entering your shipping address just like normal. Your address is linked to your Luxer One account, so your package will be delivered directly to the secure Luxer One system in your building. You will receive a text message or email (depending on your preference set in your Luxer One account) alerting you that your package is ready to pick up with the access code provided.