Housing & Ancillary Services PortalLife in Residence happens 24/7. The Front Desk Services team is here to help you regardless of the time of day! If your question or concern is not related to living in Residence, we will do our best to refer or connect you to the appropriate campus resource or department.
If your Front Desk location is closed, please call us at 613-533-2531 or email us at frontdesk@queensu.ca, and we'll help you with whatever you need.
For any questions related to mail for students living in residence, please contact resmaildepot@queensu.ca.
What can the Front Desk help you with?
- Move-in and move-out of residence (key returns or exchanges)
- Access during room changes (Pending approval from the Residence Admissions team)
- Troubleshooting facilities and maintenance issues (laundry and laundry cards, lockouts, lost keys)
- Access to security, emergency services or other student life referrals (e.g., Residence Life On-call personnel)
- Processing and distribution of Residence parcels and mail
- Advising on general information about our campus and the community
What should I do if...
Connect with your Residence Front Desk for support.
If something in your room needs repair, be sure to fill out a Maintenance Request Order. If you notice something that needs to be fixed in a public area (common room, washroom, or hallway), contact your Front Desk.
You can check with the Residence Front Desks for lost and found items. If you have lost your Student card, please reach out to the Registrar’s Office, or request a replacement.
Visit our partners in Event Services for the most accurate information about our Conference Season offers.
Mail in Residence
Time-sensitive deliveries to Residence
We receive a high volume of parcels in the first month of the academic year, and our team works hard to process all parcels within 48 hours. We encourage you to purchase time-sensitive items like medications or urgent course materials locally.
If you have any questions, please contact resmaildepot@queensu.ca.
Addressing Your Mail to Residence
When you order a parcel, or someone sends you items, your packages and mail must be received and processed at our centralized mail depots before pick-up. Deliveries are not directly sent to your individual residence building. All packages and mail will be delivered to the Watts Hall Mail Depot for main campus residences, and the Jean Royce Hall Front Desk for west campus residences.
Please use the format and central addresses below.
| ALL students who live on MAIN campus: | ALL students who live on WEST campus: |
| Name, Student Number Watts Hall, Queen’s University 23 Lower Albert Street Kingston, Ontario K7L 3V1 | Name, Student Number Jean Royce Hall, Queen’s University 535 Union Street Kingston, Ontario K7M 2B9 |
Residence Mail Processing
Incoming Mail
Once your package has been processed, you will receive a personalized email notification from frontdesk@queensu.ca with your mail location and Queen's parcel ID number. Once you receive the notification, bring your student card and parcel ID number to the Front Desk to pick up your mail.
Please note: Processing times vary. We suggest that you do not send time-sensitive packages, such as medications, through the mail. If you require medication, have the prescription sent to a local pharmacy. Once your mail is marked as delivered to campus by a courier or supplier, please wait until you receive a notification from the Front Desk before attempting to collect it.
Important Mail Information
Outgoing Mail
Red Canada Post boxes are located outside Jean Royce Hall main entrance stairs, at the corner of University & Stuart Streets, and near Adelaide Hall. Try Canada Post's 'Find a Post Office' for other postal outlets on campus.
Perishables
Due to safe food handling and temperature storage needs, the Front Desks cannot accept perishable deliveries, including but not limited to:
- Online grocery orders
- Fast food deliveries (Uber Eats, pizza delivery, etc.)
- Meal Service boxes (Hello Fresh, Goodfood, etc.)
Queen's Hospitality Services is pleased to offer online ordering of care packages, gifts, and snacks through Campus Gifts right to your Residence building.
Prohibited Items
Mail received and parcels containing items that violate the Residence Contract cannot be processed by the Front Desk. These items will be referred to the Residence Conduct Office for review.
We are not able to accept items or packages at the Front Desk that require proof of age verification. If you are ordering a package that requires proof of age, please make other delivery or pick-up arrangements, such as Canada Post’s Flex Delivery.
Facilities Control Centre (FCC)
613-533-3155
Victoria Hall, Ground Floor, D wing, Room D007 (75 Bader Lane, Kingston, ON K7L 3N8, Canada)
We assist students and staff with all maintenance, cleaning, access control and facilities reporting. We work closely with all departments in Residence to ensure a safe living environment. The FCC team is here to help you! Connect with us during our operating times noted above or via your Residence Front Desk team 24/7.
Keys and Fees
An important part of our relationship with you is through residence keysets and electronic key fobs.
Residence keysets and electronic key fobs maintain the safety and security of all student living environments. Residence keysets cannot be copied at a hardware store, unlike many other keys. When a keyset is lost, the lock is replaced out of precaution for students.
There are fees associated with losing your keyset or electronic key-fob, even if it's temporary or you are locked out of your space.
The following fees may be applied for replacement keysets and electronic key fobs. All fees will be directly billed to your SOLUS account if applicable.
August 1 – March 31 Key Charges:
| Key Type | Lock Out | Grace Period | Lost Key | Broken Key |
|---|---|---|---|---|
| Electronic Key-Fob/ Emergency Swipe Card | $10 | N/A | $10 | $0 |
| Key Set (Metal key rings) | $10 | $10 | $95 | $0 |
April 1 – July 31 Key Charges:
| Key Type | Lock Out | Grace Period | Lost Key | Broken Key |
|---|---|---|---|---|
| Electronic Key-Fob/ Emergency Swipe Card | $25 | N/A | $25 | $0 |
| Key Set (Metal key rings) | $25 | $25 | $175 | $0 |
What is your Grace Period?
If you have misplaced your keyset and want time to locate it, you can request a "grace period" of no more than 2 business days to find your keyset and present it to the Facilities Control Centre prior to the end of the grace period.
If you are unable to produce your keys before the end of your grace period, you may be subject to a lock change to ensure the safety and security of our community. If you have questions or concerns about the timeline, please visit or reach out to us and we can connect further.
If you live in a building with electronic key fobs as your bedroom access, you are not eligible for a grace period. Your key fob will be deactivated and you will be given a new electronic key fob.