FAQs
Find answers to frequently asked questions below.
General FAQ
1What is a BoxNearby Smart Locker?
BoxNearby’s smart lockers allow customers to order packages and have them delivered to convenient pickup boxes located near you. The community smart lockers are installed and dedicated to a specific location. You can use the locker to retrieve any of packages by entering a unique code on a touchscreen display.
2What are the maximum size and weight of a package?
The maximum size that a package can be is: 17” high x 20” wide x 25” deep. The maximum weight that a package can be is: 25 lbs. If the package is over any of these limits, the location will hold your package which would be at an additional cost.
3Are my packages safe?
Each Smart Locker is built to keep packages safe from thieves who take packages from porches (also known as “Parcel Pirates”).
4When should I pick up my order (food and produce)?
In order to comply with regulations, although you will still be able to pick up your delivery later, we strongly recommend that our customers pick up their food delivery within an hour of delivery. For produce, we recommend that you pick up your groceries within 2 hours of delivery. All food or produce will be discarded and donated by the end of the day with no refund.
Enterprise User
1What is an Enterprise User? How is it different from a General User?
Enterprise accounts are only offered by campus properties. Having an enterprise account will give you access to private-owned lockers inside enterprise campuses, which a General User does not have access to. There are two types of Enterprise Users - Enterprise Employee User and Enterprise Admin User.
2How do I ship to a BoxNearby Locker?
1. Sign up for a BoxNearby account.
2. In the account sign up page, make note of your Box ID.
3. Make a purchase from any online provider and set the delivery address as the BoxNearby locker.
PLEASE ADD THE BOX ID # IN YOUR ADDRESS.
Use your BoxNearby Locker address and Box ID # as your shipping address.
EXAMPLE
Bob Smith
160 E Tasman Dr
Suite 108, Locker BoxID # 1234567
Santa Clara, CA 95051
2. In the account sign up page, make note of your Box ID.
3. Make a purchase from any online provider and set the delivery address as the BoxNearby locker.
PLEASE ADD THE BOX ID # IN YOUR ADDRESS.
Use your BoxNearby Locker address and Box ID # as your shipping address.
EXAMPLE
Bob Smith
160 E Tasman Dr
Suite 108, Locker BoxID # 1234567
Santa Clara, CA 95051
3What is the difference between an Enterprise Employee User and an Admin User?
Enterprise Admin Users can receive parcels and notifications that are addressed to the company instead of individual users. They also are able to manage Employee Users in the company. Enterprise Employee Users do not have access to this, and can only receive individual parcels and notifications.
4Can I sign up for both General User and Enterprise User?
Yes, you can! However, it is not necessary. Enterprise Users still have access to every BoxNearby location outside the designated campus property. If you lose access to the campus property, your account will still be active, but you won’t be able to use the lockers inside the campus property.
5How many Enterprise Users can a company have?
One company can only have one Enterprise Admin User account but can create as many Enterprise Employee User accounts as desired.
6How do I ship parcels to an organization entity?
You can enter your company name and address when you are filling out order shipping information. Just make sure to fill in the correct company name and room/suite number inside the campus. Please note that your company admin will receive a notification regarding the delivery.
Shipping & Orders
1How long do I have to pick up my package?
Each package is held for up to three days. You will be charged an extra fee if the package is held beyond the initial 24 hours. After the third day, the package will be returned to the sender unless you notify us at least one day prior to the three day deadline. You can contact us through our email: support@boxnearby.com or phone.
2What is my BoxID?
Your BoxID is the unique ID which identifies you from everyone else. This ID is used to determine who the package is being delivered to.
3Where can I find my BoxID?
To find your BoxID, please visit the “BoxID” tab in your account menu.
4How do I ship to a BoxNearby Locker?
1. Sign up for a BoxNearby account.
2. In the account sign up page, note your Box ID.
3. Make a purchase from any online provider and set the delivery address as the BoxNearby locker.
PLEASE ADD THE BOX ID # IN YOUR ADDRESS.
Use your BoxNearby Locker address and Box ID # as your shipping address.
EXAMPLE
Bob Smith
160 E Tasman Dr
Suite 108, Locker BoxID # 1234567
Santa Clara, CA 95051
2. In the account sign up page, note your Box ID.
3. Make a purchase from any online provider and set the delivery address as the BoxNearby locker.
PLEASE ADD THE BOX ID # IN YOUR ADDRESS.
Use your BoxNearby Locker address and Box ID # as your shipping address.
EXAMPLE
Bob Smith
160 E Tasman Dr
Suite 108, Locker BoxID # 1234567
Santa Clara, CA 95051
5 Which carriers work with BoxNearby?
We are able to accept packages from almost all carriers including: USPS, UPS, FedEx, and DHL. We also work with all local carriers.
6How will I know when my package is ready for pick up?
After your package has been placed into a BoxNearby Locker, you will be emailed and texted a pickup code. This pickup code will be used to retrieve your package from the designated BoxNearby Locker.
7When can I pick up my packages?
You are able to pick up your packages any time the BoxNearby lockers are open. They generally tend to be the same operating hours as the location of the locker. Please visit our locker locations page for specific hours regarding your specific locker.
8Which BoxNearby lockers can I ship my package to?
Any BoxNearby Locker can be used as a drop off station; you just need to include the BoxNearby Locker ID and address in the shipping address.
9What can be mailed to the lockers?
BoxNearby will accept all packages as long as the package complies with our Terms and Conditions.
10Can I pick up without touching the screen?
Yes, we offer contactless pick-up. You should receive a link by email and text message with a barcode that you can scan at the locker. Just simply pull it up from your phone, adjust your phone screen brightness to maximum, and scan the barcode. The locker door should open.
Membership & Plans
1How does the Membership Plan work?
After purchasing our 6-month membership plan, you will have 60 credits for 60 deliveries to use within the 6-month period. If you purchase our 12-month membership plan, you will have 150 credits for 150 deliveries to use within a 12-month period.
2How will I get charged?
You will get charged one credit for each delivery. There will also be an additional charge of 1 credit for each day that you don't pick up your package after the initial 24 hours.
3How do I change my membership plan?
You can login to your account and click on the "Membership Plan" tab on the left side of the screen. From there, you can select your desired plan. If you purchase another 6-month or 12-month membership plan prior to the expiration date of your previous membership plan, your remaining credits will be carried over to your next plan. The expiration date of these remaining credits will be extended until your new plan expires.
4How do I add credits to my account?
You can buy credits by logging into your account and heading into the “Membership Plan” tab, and choosing "Credit Plan". It will take you to a page where you can select how many credits you want to purchase. For all credit plan users without a membership, all credits purchased will expire 6 months after the purchase date.
5What happens to my credits when my membership plan expires?
The credits you purchased will expire when your membership plan expires.
6If I choose "Credit Plan", will my credits expire?
Your credits will expire 6 months after the purchase date. However, if you purchase a Membership Plan within these 6 months, the expiration date of the credits will be extended until your membership plan expires.
