FAQs


How long does it take to make a delivery?

It takes 15 to 20 seconds to deliver one item to a locker. We have found that this per-item time decreases as delivery staff becomes more familiar with the process.

What is the warranty on the system?

As part of the support contract, we provide free replacement of any defective electronics or locks. Metal locker components are warrantied for 3 years. Our warranty excludes any damage caused by vandalism, excessive wear & tear, or adverse climate conditions. Software maintenance and upgrades are provided free of charge as long as your account is current.

What involvement will Luxer One have post-installation?

Luxer One will continue to help you use the system after installation is complete. With our support contract, we will provide support for shoppers and employees via phone, remote monitoring, and email.

Can someone other than the listed recipient pick up an item on a shopper’s behalf?

Yes, shoppers can have someone else pick up their item on their behalf by simply entering the access code or QR code at the lockers.

Can Luxer One include offers to buy additional products during the package retrieval process?

Yes. With our Advanced Integrations option, retailers have the option to show customizable information on the screen during pick-up.

Does Luxer One integrate with our backend systems?

Yes. Luxer One offers Basic and Advanced integration options. With Basic integration, Luxer One associates access codes to order numbers and provides this data for you to notify customers. With Advanced integration, the same applies, plus the option to show relevant promotional messages at the touchscreen. With all software integration options, Luxer One provides photographic proof of pick-up, signatures, and timestamps; other than this information, Luxer One never has access to any other customer data.

Can Luxer One customize the software to fit our brand and our desired customer experience?

Yes.

Is videosurveillance included in the system?

Yes. Luxer One maintains 10 days worth of video surveillance.

Is the system ADA compatible?

Yes. The touchscreen is below 48″ and we ensure all locker sizes are available between 15” and 48” high. Shoppers will need to specify if they need a low locker, so that items are only delivered to the accessible lockers for them.

What color/style/shape of lockers are available?

The lockers are fully customizable and modular. We will work with you to configure a solution with the right locker sizes and colors for your needs.

Can our system come with multiple touchscreen stations?

Yes. We can add as many touchscreens and lockers as you need. We can even provide hand held devices for your team to load in packages.

Can shoppers get reminders to pick up their item?

Yes. The store may send additional email reminders that include the original locker QR code and access code as a pick-up reminder.

If a shopper cannot retrieve their item, who do they contact and how? If it is with your company, what are the staffed service hours?

Shoppers may reach out to Luxer One’s staffed support 24 hours a day, 7 days a week.

How do shoppers retrieve their item (passcode, barcode, etc)?

Shoppers will be presented with two options for picking up from the lockers: 1) a QR code in their email that they can scan at the touchscreen station, or 2) a one-time access code that they can type in.

How are shoppers notified of a delivery?

Shoppers will continue to receive their order-related emails as usual. The email that notifies the shopper that their parcel is ready for pick-up will include instructions on how to find the lockers and retrieve their item.

Do we need an employee to staff the lockers during business hours?

No. The purpose of the Luxer One for Retail click & collect lockers is to minimize your staff’s time spent managing and retrieving site-to-store orders.

How do you onboard/train our staff on how to use the lockers?

Luxer One will provide a comprehensive training session with managers, along with flyers, stickers, and other marketing materials to educate shoppers and employees. It is the responsibility of store management to fully onboard its staff.

Who loads the packages in the lockers?

Generally, your staff will be responsible for placing site-to-store items in the lockers.

What are your installation requirements (space, volume, etc.)?

We will create a proposal for you that will include installation specifications. A few important specs to note are:

  • Wired Internet connection with at least 1.5Mbps upload speed is required
  • A 110v outlet is required
  • Lockers must fit through store doorway
  • When choosing a location for the lockers, the more convenient you can make it for shoppers, the easier it will be for them to independently retrieve their items

How many lockers do we need at our store?

The best way to estimate how many lockers you’ll need is to know your current site-to-store order volume. When we have the estimated package volume, we will evaluate your shopper demographics and daily shopper volume, and come up with a number of lockers for your store. Because site-to-store use volume is growing by about 20% per year, we will also help you plan for inevitable growth in the future.