Carrier Compliance

Carrier Compliance

Your carriers are a key partner in the use and management of your Luxer One package system. The initial training you provide before system launch is critical. While Luxer One does communicate to carriers that your system is in place, understand that this message may not always make it down to the drivers that service your property. Therefore, it is imperative that you inform your drivers of the property's Package Acceptance Policy. 

Keys to success:

  1. Don’t assume the drivers know what to do. 
  2. Start talking to the drivers weeks ahead of your go-live date.
  3. Show the drivers the system and explain how to enter a delivery, especially when scanning the package label. 
  4. Share the carrier access code with the drivers.
  5. Show the drivers the 'How to Deliver' signage posted at the system.
  6. For package rooms, show the drivers you have an appropriate amount of shelving available and that it is clearly labeled. 
  7. Ask the driver who you should contact if you or your residents have any issues with their deliveries. 
Explain the property's reasoning for purchasing the system and let the drivers know your expectations. They are delivering to your residents so it is imperative they understand what you expect them to do when they are on your property. 

For more information, including signage and flyers, visit the Resources section located in your Building Manager portal. 

Carrier Contacts:

Should you need to contact a carrier, please use the contacts located below (last updated January 2022).

Amazon

Webform: None
Phone numbers:
  1. Property Staff: (844) 370-7615
  2. Residents: (877) 252-2701
Steps to take:
  1. Contact Amazon via email or phone listed above. 
  2. Amazon does not accept complaints from 3rd parties (Luxer One), and asks that you contact Amazon direct. 
  3. Ask that a Field Quality Specialist contact you about the issue so together, you can work toward a resolution.

FedEx

Webform: None
Email address: None
Phone number: (800) 463-3339 

Steps to take:
  1. Contact FedEx via phone listed above.
    1. Say “More options”
    2. At the next menu, say “More options” a second time 
    3. Say “Claims”
    4. Say “It's something else”  
    5. When a representative answers, request to speak with a member of the CAT Team (Customer Advocacy Team) regarding a delivery to your property.
    6. Request a case number when complete (Example of case number: 0201644549).

UPS

Webform: Requires a UPS account to access
Email address: None
Phone numbers:
  1. Domestic: (800) 742-5877  
  2. International: (866) 782-7892
Steps to take:
  1. Contact UPS through your UPS account or by phone listed above. 
  2. Request a case number when complete (Example of case number: 1-174273048048). 

USPS

Email: None
Phone number(s): Contact the Customer Care Center at (877) 569-6614 or (800) 275-8777

Steps to take:
  1. Use the webform and ask for a callback from your local station manager to discuss the issue.

DHL

Email address: None
Phone number(s): (800) 225-5345

Ontrac

Email address: webcs@ontrac.com
Phone number: (800) 334-5000

Steps to take:
  1. Request a case number when complete (Example of case number: C11753302086491) 

Lasership

Email address: None
Phone number: (804) 414-2590

Steps to take:
  1. Request a case number when complete (Example of case number: 3160112)

Hello Fresh

Email address: None
Phone number: (646) 846-3663, option 5

Steps to take:
  1. Hello Fresh asks that the recipient contact them directly. 

GLS Deliveries 

Email address: customerservice@gls-us.com
Phone number: (800) 322-5555, option 1 

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For more information, including signage and flyers, visit the Resources section located in your Building Manager portal. 

Still have questions or need help navigating a carrier issue? Please submit a Carrier Complaint Form so we can assist. 

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