Packages, Parcels & Patience

Packages, Parcels & Patience: A Building Manager’s Reality Check

Behind every door, there's a story... and a to-do list.

In the age of online shopping, the delivery guy now knows more about our tenants than we do. From early morning to late evening, (trust me Amazon courier wake me up at 4:30 to open door for him), the parade of parcels never stops. One minute it’s a small envelope, the next it’s a 70-pound treadmill blocking the front entrance. And here’s the kicker: most tenants assume we are the warehouse, the security guard, and the personal assistant for their deliveries.

Spoiler alert: we’re not—and if we try to be, we’ll spend half our day playing box Tetris and the other half explaining why we’re not responsible for missing or damaged goods.

Timing Is Everything

One of the most useful skills we can teach tenants is the fine art of ordering things when they can actually receive them. It sounds obvious, but you’d be amazed at how many people click “buy now” two hours before leaving for a ten-day vacation. Result? Their brand-new espresso machine sits outside their unit door for over a week—tempting thieves and blocking cleaning staff from doing their job.

Encourage tenants to:

• Order when they’ll be home — no point in risking theft or weather damage.

• Time deliveries for weekends if they work Monday to Friday.

• Skip “signature required” orders unless they’ve arranged to be home (or enjoy collecting missed delivery slips).

A little planning on their end means fewer parcels clogging up the hallways like permanent furniture. And let’s remember—hallway clutter isn’t just unsightly, it’s a major fire hazard. In an emergency, every second counts, and tripping over a stack of shoe boxes isn’t the exit plan anyone wants.

No Permission, No Package

Unless you have written authorization from the building owner or property management company, do not accept packages on behalf of tenants. It may feel like a small favor, but the second something disappears or arrives damaged, you can bet the blame will land squarely on your desk.

Make it clear to tenants:

• You are not a parcel storage facility.

• If they want deliveries held, they need to arrange it with the courier, a friend, or a neighbor.

• You’re happy to direct the courier to their unit, but without permission, you will not take possession of the item.

Trust me—this boundary will save you from countless “But you said…” conversations that eat up your time and patience.

The “It Was Broken” Conversation

Every building manager has had at least one dramatic scene involving a tenant, an open box, and a broken item. The script is always the same:

“When I opened it, the vase was already in pieces. Did you drop it?”

The answer is simple: if we never touched it, we didn’t break it. Tenants need to be reminded that damage is an issue between them and the courier, not the building staff. Make it a habit to direct them to file a claim with the delivery company immediately.

This isn’t being cold—it’s protecting yourself from being the unofficial warranty department. If we start taking responsibility for what’s inside every box, we’ll be personally accountable for every dent, scratch, and cracked iPad screen in the building.

Hallway Package Risks (and the Fire Hazard Factor)

When tenants aren’t home, couriers often leave boxes outside unit doors. On the surface, it seems harmless, but the risks pile up fast:

• Theft — anyone walking by can grab it.

• Weather damage — if it’s near an exterior door or draft, water and temperature changes can ruin the contents.

• Fire hazard — parcels, especially stacked or oversized ones, block evacuation paths. In a smoke-filled hallway, that “harmless” Amazon box could slow someone’s escape or trip emergency responders.

I’ve seen everything from mattresses to giant TVs left in corridors for days. It’s not just an inconvenience—it’s a safety code violation in many areas. And in the event of an actual fire, it could be the difference between a clear path and a deadly obstacle.

Friendly Reminders Go a Long Way

We can’t control how couriers operate, and we can’t force tenants to be home for deliveries, but we can keep expectations clear and consistent. Post your delivery guidelines in the lobby, include them in move-in packages, and send reminders before peak seasons (holidays, back-to-school, or when the weather turns ugly).

Tenants may still roll their eyes at yet another memo, but repeated communication builds habits. And when a package goes missing or gets damaged, you’ll have the paper trail to show you’ve done your part.

Final Thought

Package management for building managers isn’t about fancy lockers or 24-hour concierge desks. It’s about setting boundaries, reducing hallway clutter, keeping fire exits clear, and making sure tenants take responsibility for their online shopping.

Because at the end of the day, our job is to manage the building—not moonlight as Amazon’s unpaid delivery staff.