You are here: American University Finance Mail Services Information for Students and Parents

Question: What is new?

Answer: Mail Services has relocated to 4400 Massachusetts Ave Letts Hall Lower Level and we have added Smart Lockers to accommodate student packages.

Question: How should my package be addressed?

Answer: Except for students living in the Frequency apartments, packages should be addressed as follows.

First and Last Name
Building Name, room number
4400 Massachusetts Ave, NW
Washington, DC 20016

For students in the Frequency apartments, packages should be addressed as follows:

4000 Brandywine Street NW
[Apartment Number]
Washington, DC 20016

Question: What are Mail Services hours?

Answer: Monday – Friday 8:00 -4:45pm
Sat 10:00am – 2:00pm

Question: What are package limitations?

  • Boxes must be under 36”x24”x24”
  • 50 LB weight limit
  • No Bikes
  • No Furniture
  • No TVs over 36"

Illustration of a TV

Question: What is the mail services email address?

Answer: mailservices@american.edu

Question: How large a package can I send to a locker?

Answer: Smart Lockers will accommodate packages up to 23.5”H x 20”D x 17”W

Question: What if my package will not fit in a locker?

Answer: Oversized, perishable, and hazardous packages will not be stored in lockers, and will be available for pick up in the mail center during normal business hours.

Question: When can I pick up my packages stored in a locker?

Answer: Packages delivered to lockers can be picked up 7 days a week 7 a.m. - 7 p.m.

Question: How do I know when I have a package?

Answer: You will receive a notification by email or text.

Phone with a message saying that a package is ready for pickup

Question: Will I be reminded to pick up my package?

Answer: You will receive an alert the day your package arrives, a second alert 48 hours later, and a third alert 72 hours later.

Question: Can I receive perishable items?

Answer: Yes, we now accept perishable items, and they will be refrigerated upon receipt. We ask they be picked up same day due to limited refrigeration space.

Question: How long will my package be held for pick up?

Answer: We send a fourth alert after 5 days stating your package is being returned to sender. At which point it will be held 3 additional days for final pick up.

Question: What happens if my package is improperly addressed?

Answer: Packages with incomplete address information are held in a separate area and can be picked up based on proof of tracking number. Please provide a text or email alert with the tracking number and a student ID to retrieve a package with incomplete address information.

Question: I received an alert from a courier does this mean my package has arrived on campus and ready for pick up?

Answer: No, some couriers show packages as delivered when they have given the package to the USPS for “last mile” delivery. Only once you receive an alert from our package tracking system, Qtrak, is your package ready for pick up.

Question: Why am I not receiving package alerts?

Answer: Please check and ensure your email and cell phone numbers are correct in the AU database.

Question: Is there an App for locker package pick up?

Answer: Yes, download the My Mail Services App (Android, iOS) for package alerts. This app will also allow touchless entry into the locker. By pressing the button on the app you can open the locker hands free.

Question: What do I need to pick up a package from Mail Service?

Answer: Valid AU id or driver’s license.

Question: What do I need to have to retrieve a package from a locker?

Answer: An Alert containing the code for your locker.

Question: How do students enroll/register to receive text?

Answer: Once the University has approved the text in policy for students, we will transition from email notices to text messages for all alerts.