Frequently Asked Questions

Parcel Delivery Lockers

COVID-19 FAQs

Are Groundfloor™ parcel lockers still operating during the coronavirus pandemic?

Yes, you can keep using Groundfloor™ parcel lockers during the pandemic. Our no-touch delivery and collection process supports safe delivery and pick-up of parcels. The Groundfloor™ customer service team is also available as usual (from home!)

How should I clean the touchscreen?

Your kiosk touchscreen can be cleaned with alcohol wipes. Please avoid using sprays.

Can I use the touchscreen wearing gloves?

Yes, you can still use the touchscreen when wearing gloves. The touchscreen technology of a Groundfloor™ parcel locker has been designed to work as normal even when you are wearing gloves.

Is there a way to open the locker without touching the touchscreen?

You can absolutely open the locker without touching the touchscreen. Simply use the courier mobile app to make a delivery. Recipients can scan their QR code at the kiosk instead of typing in their code on the touchscreen. (QR codes are sent to you in your delivery notification).

You don’t need to touch the locker doors either. Locker doors automatically open and you can close doors with a gentle elbow-nudge. Remember to use hand sanitizer after handling packaging for extra safety.

What about parcels that require a signature?

Groundfloor™ parcel management systems provide a digital signature for every package delivered. Digital signatures are accepted in place of physical signatures and also provide better security and traceability of every delivery.

Will there be any delays in receiving my parcels?

You may experience some delays in receiving parcels depending on where your parcel is coming from. The pandemic has affected many postal services. It has particularly impacted those relying on airfreight. However, Australia’s dedicated delivery services are doing their best to get your parcels to you as quickly as possible. Some are working around the clock. Groundfloor™ parcel lockers help you get your parcels faster with 24/7 parcel delivery and collection.

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Touch-free delivery and collection

Groundfloor™ parcel management systems utilise a touchless delivery to collection process, offering a complete hands-off transaction from start to finish.

GENERAL FAQs

How can I use my parcel locker?

Using your parcel locker is simple thanks to the easy-to-use software. That’s because it was designed by a user experience expert.

Any courier or registered building staff can make a delivery straight into the lockers using the kiosk or courier app. They just scan the parcel, select the right recipient, and choose the locker size needed.

Recipients are automatically notified via SMS. The message contains their unique, single-use access code. The recipient can type in the six-digit number or scan the QR code with the kiosk’s barcode scanner and the locker containing their parcel will open.

Which couriers can deliver to parcel lockers?

Any courier from any courier company can deliver into Groundfloor™ parcel lockers! It’s what we call Courier-inclusive.

Groundfloor™ parcel lockers have been extremely well received by a wide range of delivery companies. Couriers are excited to have a faster way to deliver and to know those packages will be delivered first time, every time. See our courier page for more details.

What parcel locker address should I use?

Your Groundfloor™ parcel locker address is usually the same as the building address in which your system sits. The Groundfloor™ team and your building manager will have given information about the new parcel delivery locker system to the local delivery companies, so they’ll all know what to do and where to go.

In few cases, a different address is needed. Groundfloor™ or your community manager will let you know your correct parcel delivery locker address.

What is a parcel delivery box?

A parcel delivery box is the name given to a letterbox that allows secure parcel deliveries to single-family dwellings.

Groundfloor™ parcel lockers are designed for apartments, commercial offices, student residences and other uses.

Will I be charged if I can’t collect my parcel?

There is no charge if you can’t collect your parcel. Groundfloor™ do not charge any per parcel fees or overdue fees. Please let your building manager or the Groundfloor™ customer service team know if you’re unable to collect your delivery within a reasonable timeframe.

How our parcel management system works

Step 1

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Any courier or staff can deliver straight into your Groundfloor™ lockers

Step 2

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Recipient automatically receives an access code for 24/7 collection

Step 3

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Recipient collects secure parcel without delays

Learn about parcel lockers for:

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