Package Missing - Package scanned into the system but unable to locate in the HelloPackage Room
If you received a 6-digit Check-In code, but found that you were still unable to locate your package, please contact Support within 48 hours of receiving the Check-In code, for assistance by either Email firstname.lastname@example.org or webform https://packagesolutions.zendesk.com/hc/en-us/requests/new. We will make every effort to review camera video feeds to find the carrier scan of your package, as well as any movement of your package. If your package was delivered more than 14 days prior to contacting Support, we will be unable to assist in locating your package due to the volume of packages in the room. We recommend reaching out to the retailer to inquire about a replacement.
If you have not been able to locate your package in the HelloPackage Room you can take the following steps:
Before checking the room, please confirm that you:
Received a Carrier Delivery Notification, confirming that the package has been delivered.
Received the notification with a 6-digit HelloPackage Check-In Code.
Emailed to you from email@example.com.
Text message sent to you.
No Carrier Notification:
If you did not receive notification from your carrier that the package in question has been delivered; your package is likely not in the HelloPackage room. For concerns, you will want to follow up with the carrier for a status.
No HelloPackage Room Check-In Code:
If no Check-In Code has been sent, the package was not scanned into the system by the carrier, or wasn't automatically matched to you for some reason. This occurs when the carrier is unable to or is not aware of how to properly operate the system and may have placed the package(s) in the room without scanning them in.
You will need to enter the room and manually search for the package, in order to confirm this.
If your package is in a distinctive box or envelope, Support may be able to assist by checking the video footage if you can provide an approximate date and time the package is believed to be delivered and/or a tracking number.
If you are still unable to locate the package, you will need to follow the steps below:
Contact the Retailer - Many retailers have very strong customer service policies and will simply ship a replacement item to you, if the initial item is missing. This is assuming you do not have a history of missing/stolen packages. To find your particular retailer, you can search Google for 'missing package (name of your retailer)'.
Two common ones are listed below:
Contact the Carrier - The carrier (delivery company) that delivered the package often offers a preset limit of $100 or less reimbursement, unless the resident took out additional insurance to protect the shipment.
Click here for a list of the major carriers that Amazon uses and their phone numbers. This list will likely include any delivery company regardless of which retailer the resident purchased from.
Below are links and phone numbers to Customer Support for package issues for UPS, FedEx and USPS.
Packages are delivered everywhere, including on doorsteps of nice neighborhoods, and unfortunately, some go missing. When that happens, the retailer and/or the carrier should be called to provide a replacement. Packages delivered to your address will be routed through the HelloPackage room. It's no different than mail in your mailbox or packages at your doorstep. Your community and Package Solutions provide a room for delivery of your packages, but you are not required to have your packages delivered to the room.
There are surveillance cameras to deter theft, but it is unfortunate and disheartening that there are still people that do bad things. If a package is missing, we can review video footage to find what happened with the package, and if found, provide video footage to the police. It is a police matter when a place (any place) has been broken into. Someone could just as easily break into your locked apartment, and the only thing you would be able to do at that point would be to call the police and maybe your rental insurance company for replacement of what was stolen.
Neither Package Solutions, Inc. nor your apartment community management staff are responsible for packages delivered to your community HelloPackage room.
Still need help? Click here to contact Support.