Charles Street
Parcel Lockers
A New Delivery Option at Charles Street
Parcel lockers are now available at Charles Street! Located in the stairwell vestibule leading to the 35 Charles parking garage, this delivery option is available to all residents at 30 and 35 Charles Street West.
The parcel lockers are supplied and operated by a third-party provider, Parcel Pending by Quadient.
PArcel PEnding by Quadient
Contact Quadient for assistance or to ask any questions at customersuccess@parcelpending.com
Support Phone Number: (877) 689-1584
Support Text Number: (949) 979-5759
Opting Into Using the Parcel Lockers
To use the parcel lockers, you must first opt into the service and provide your contact information, such as your Canadian mobile number and/or email address. UFH requires your consent to share this information with Quadient, the third‑party vendor that operates the digital locker platform.
Resident Information Collection
You must provide the below information when opting in and ensure it is kept up to date, notifying UFH of any changes.
- Building
- Unit Number
- Resident Full Name
- Resident Email Address
- Resident Canadian Phone Number
Disclosure of personal Information
By opting in, you agree to:
- The collection, use, and disclosure of your personal information for locker access and notification purposes;
- Receiving automated email and/or SMS notifications from Quadient;
- Acknowledging you have reviewed UFH’s privacy notice
Prohibited Items
The parcel lockers are for personal packages only. Packages must be retrieved within 14 days of the first delivery notification.
The following items are prohibited from being delivered to the parcel lockers:
hazardous, flammable, toxic, or pressurized materials
illegal items or controlled substances
perishable goods & Food requiring refrigeration
items requiring age verification (alcohol, cannabis)
Parcel Pick-Up and Abandoned Items
Automated Reminders Sent Every 24 Hours
Residents will receive an initial delivery notification followed by a reminder every 24 hours until the parcel is picked up or until the 14-day pickup window expires. This reminder differs from notifications issued by external couriers.
14 Day Pick-Up
Window
Residents must retrieve their package within 14 days of the time they are first notified. Failure to retrieve the package within this period will result in the package being deemed
abandoned and disposed of.
Three Strikes for Abandoned Parcels
Each instance where a resident fails to retrieve their package within the 14-day pick-up window constitutes a strike. After three (3) strikes within a calendar year, access to the Parcel Lockers will be terminated.
UFH Not Responsible for Disposed Packages
UFH is not responsible for, nor has any liability for, any package disposed of due to a resident’s failure to retrieve it within the required timeline.
Step-by-step Guide on Retrieving Packages from the lockers
Delivery Instructions for 30 Charles Residents
Please let your couriers know that all parcel locker deliveries must be directed to the lockers located in 35 Charles Street West. Couriers should use the 35 Charles entrance and follow on‑site signage to access the locker area.
Courier Delivery Limitations
Oversized Parcels or Full Lockers
If a parcel cannot be placed into a locker because it is oversized or all lockers are full, the courier is expected to follow their standard delivery procedure (e.g., delivery to the resident’s unit door).
UFH Not Responsible for Courier Decisions
UFH has no control over courier delivery practices, and UFH cannot guarantee that couriers will:
- deliver to the resident’s door,
- follow building procedures,
- make additional delivery attempts, or
- refrain from leaving parcels in common areas.
Parcels Left in the Locker Area or Common Spaces
In the event a courier leaves a parcel in the Parcel Locker area or other common space due to the inability to use the Parcel Lockers, UFH does not move, secure, store, or deliver such parcels and has no responsibility or liability in respect thereof.
Disposal of Accumulating Parcels
If parcels are left in common areas, this may create a fire hazard. In these circumstances, UFH may dispose of unclaimed parcels left in the affected area. If there isn’t an immediate fire hazard concern, UFH will exercise reasonable efforts to issue a building‑wide notice providing two (2) business days’ advance notice that parcels left in the area will be disposed of.
Resident Responsibility
Residents are responsible for retrieving their parcels left outside of the Parcel Lockers by couriers. UFH is not liable for theft, damage, misplacement, or disposal of these parcels.
Frequently Asked Questions
No—strikes cannot be reversed and are tracked consistently for all users. Missed reminders? Quadient sends automated notifications daily; residents are responsible for monitoring their email and/or phone notifications.
Yes, you just have to share the access code you received in your email or text delivery notification.
No, you need to contact Quadient’s Customer Support.
We do not retrieve parcels on a resident’s behalf. We recommend that you ask a friend or neighbour to pick it up for you.
There is no fee for using this service. It’s only for parcel delivery, and parcels must be picked up within 14 days of delivery.
Residents don’t have to worry about this. Couriers will use the lockers if one is available, but if not, they are expected to deliver to your door.
When a parcel for you is delivered to a locker, you will receive an email/text notification with a unique code to pick it up. Please see the website and user agreement for more details.
Parcel Locker
User Agreement
By opting into parcel locker use, you acknowledge and accept all terms and conditions outlined in the user agreement and agree to comply with the operating requirements of both UFH and Quadient, the third‑party service provider.
Get Started
Ready to Opt In?
Contact Housing Services at operationscharles.ufh@utoronto.ca to be granted access to the Parcel Locker Opt In Form and start using the lockers!