Short answer: You may place an Apple order yourself and use your ForwardMe US delivery address, or use Personal Shopper if you would like our team to make the purchase. No retailer or delivery address can guarantee that an order will not be canceled, because each order is reviewed under the seller's own policies. Your purchase options Order directly from Apple You may place an order yourself on the official Apple website and enter your ForwardMe US delivery address at checkout. This option does not include a Personal Shopper service fee. Apple makes the final decision on whether to accept, verify, ship, or cancel an order. Using a package-forwarding address does not guarantee approval, and ForwardMe cannot bypass a retailer's order-verification process. Use Personal Shopper With Personal Shopper, you submit a Personal Shopper order in your ForwardMe account with the product link and complete item details, such as model, color, storage capacity, and any relevant options. Our team purchases the item on your behalf after the order is submitted. Personal Shopper includes the applicable service and payment-processing fees shown for the order. Review the total carefully before submitting. About cancellations and refunds Retailers may cancel orders for many reasons, including stock availability, payment review, billing and delivery details, or their own fraud-prevention policies. We cannot predict or guarantee the outcome of a specific order. If a retailer cancels an order, refund timing is determined by the retailer and your payment provider. Please contact the retailer or your card issuer for the most accurate refund-status information. Can you recommend a retailer that guarantees approval? No. We cannot recommend a retailer as a guaranteed way to avoid cancellations. Retailer policies, inventory, and verification checks can change at any time. For new Apple products, the official Apple website is the appropriate direct-purchase option. If you prefer our team to place the order, Personal Shopper is available with the applicable fees. Before you place an order - Confirm that the exact model, color, storage capacity, and other options are correct. - Review the item price, applicable taxes, and all displayed fees. - Keep your order confirmation and any retailer communication. - Do not rely on a cancellation percentage or an informal recommendation as a guarantee of approval. - If you have a question about using Personal Shopper, contact support before submitting your order. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

🚚 Shipping Rates & Options

Dimensional weight: how box size affects your shipping price

Short answer: Couriers charge for the space a box takes up, not only for what it weighs. They work out a dimensional weight from the box's length, width and height, compare it with the actual weight, and bill the higher of the two. Each courier uses its own divisor, so the same box can have a different dimensional weight with each one. What dimensional weight is A plane or truck fills up by space as well as by weight. A large box of pillows weighs little but takes the room of a much heavier parcel, so couriers price it as if it were heavier. That's why every shipment has two weights: - Actual weight: what the package weighs on a scale. - Dimensional weight: a weight worked out from the box's size. The courier bills whichever is higher. We call that the billable weight. How it's calculated Multiply the box's three sides in inches, then divide by the courier's divisor: Length × Width × Height ÷ divisor = dimensional weight in pounds We measure every package when it arrives at our warehouse, so you don't need to measure anything yourself. The billable weight is then rounded up to the next whole pound for every courier except APC. Divisors by courier The divisor is what makes the difference between couriers. A higher divisor gives a lower dimensional weight, which is better for you. | Courier | Divisor | What it means for a bulky box | |---|---|---| | UPS | 200 | Lowest dimensional weight of our couriers | | DHL | 166 | In the middle | | FedEx | 166 | In the middle | | Aramex | 139 | Highest dimensional weight — bulky boxes cost more | These divisors come from our agreements with each courier, so they can differ from the numbers on a courier's own website. For our other couriers, compare the price shown at checkout. A worked example Take a box that measures 20 × 16 × 12 inches and weighs 6 lb on the scale. Its volume is 3,840 cubic inches. | Courier | Dimensional weight | Billable weight | |---|---|---| | UPS (÷ 200) | 19.2 lb | 20 lb | | DHL, FedEx (÷ 166) | 23.1 lb | 24 lb | | Aramex (÷ 139) | 27.6 lb | 28 lb | The box weighs 6 lb, but with every courier it's billed on its size. The same box costs 20 lb with UPS and 28 lb with Aramex, so comparing couriers matters most for light, bulky shipments. How to lower your dimensional weight - Ask us to repack. Stores often ship small items in large boxes full of filler. A better-fitting box can cut the dimensional weight sharply. See "Repacking and removing items". - Be careful when combining bulky items. Consolidating usually saves money, but one large item can push the whole box into a higher dimensional weight. See "Consolidating packages: how to request it, how long it takes and what it costs". - Compare couriers at checkout. For a light, bulky box, the courier with the highest divisor often gives the lowest price. See "Carriers and shipping services we use". - Check before you buy. If a product page lists the box size, you can estimate the dimensional weight before you order. See "Estimating your shipping cost and delivery time". Common questions My item is light. Why am I paying for so much weight? Because the box is big. When the dimensional weight is higher than the actual weight, the courier bills the dimensional weight. Asking us to repack into a smaller box is usually the quickest fix. Why does the same package have a different weight with each courier? Each courier divides the box's volume by a different number. A higher divisor gives a lower dimensional weight, so the billable weight can change from one courier to the next. Do I need to measure my package? No. We measure and weigh every package when it arrives at our warehouse, and your quote uses those measurements. Is the billable weight rounded? Yes. It's rounded up to the next whole pound for every courier except APC. See "Weight and size limits for shipments". Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

📍 Tracking & Delivery

Shipping insurance: what it costs and what it covers

Short answer: Shipping insurance is optional and costs $3 for every $100 of declared value, up to $5,000 per shipment. It's provided by a third-party insurer, EasyPost, Inc. Without insurance, major carriers cover up to $100, excluding the shipping cost. What it costs and what it covers How insurance works You can add insurance at checkout when you create your shipment. The coverage comes from EasyPost, Inc., a third-party insurer. ForwardMe acts as the intermediary: we help you file a claim and coordinate it with the insurer, but the insurer reviews the claim and decides the outcome. The full conditions are in Article VIII of our terms: https://www.forwardme.com/terms#article-8 What it costs | Declared value | Insurance cost | |---|---| | $100 | $3 | | $500 | $15 | | $1,000 | $30 | | $5,000 (maximum) | $150 | The price is $3 for every $100 of the total declared value of your shipment. There's no free first $100, and the maximum coverage is $5,000 per shipment. Pack it well. Poor packing is an exclusion, so make sure items can't move inside the box, pad them properly and avoid reusing an old shipping box. Tip: declare the real value of your items. Insurance is based on the declared value, and misdeclaration is one of the reasons a claim can be refused. What isn't covered Some items can't be insured, and some situations aren't covered even when the item is. | Items that aren't covered | Situations that aren't covered | |---|---| | Coins, bullion, jewelry and precious stones | Insufficient or incorrect packing by the sender | | Currency, negotiable instruments and securities | Cosmetic damage to the packaging when the merchandise is undamaged | | Perishables | Packages signed for by the recipient | | Shipments to OFAC-sanctioned countries | Seizure or destruction by customs | | Lottery and event tickets | Delay or deterioration | | Consignment goods | Misdeclaration | | Loose diamonds, stones and rock slabs | Parcels with no carrier acceptance scan | | | A package that's refused or abandoned because duties weren't paid or customs paperwork wasn't provided | What insurance covers Insurance covers a shipment that is lost, damaged or stolen after it enters the carrier's network: - Lost: the package started tracking but never got a delivery scan. - Damaged: it was delivered, but the contents are damaged. - Stolen: there is a delivery scan, but the recipient never received the package. A claim of this kind needs proof of theft, such as a police report. Each kind has its own filing deadline and evidence. See "Lost or damaged shipment: how to file a claim". If you don't add insurance Without insurance, major carriers (FedEx, UPS and DHL) cover loss or damage up to $100, excluding the shipping cost. Any case is reported through the carrier. Our own liability for an uninsured shipment is limited too — see our Terms. So if your items are worth more than the carrier's limit, insurance is the way to protect their full value. If something goes wrong If an insured shipment arrives damaged or goes missing, you need to act quickly and provide detailed evidence. See "Lost or damaged shipment: how to file a claim" for the steps and the documents you'll need. Common questions Is the first $100 covered for free? Not by insurance. Insurance costs $3 for every $100 of declared value, starting from the first dollar. Without insurance, major carriers cover up to $100, excluding shipping. Who pays out my claim, ForwardMe or the insurer? The insurer, EasyPost, Inc., reviews and decides claims. We coordinate the claim for you as the intermediary. Can I insure jewelry? No. Jewelry, precious stones, coins and bullion are excluded from coverage. Is the packaging covered if it's dented but the items are fine? No. Cosmetic damage to the packaging is not covered when the merchandise itself is undamaged. What's the most I can insure? Up to $5,000 per shipment. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

📬 Your Address & Receiving

When a courier can't deliver a package to our warehouse

Short answer: Our warehouse doesn't refuse deliveries. The one exception is an international package arriving from abroad where the courier asks us to pay import duty: we contact you first and accept the package once you approve and pay. Couriers make 3 delivery attempts. We accept every delivery Packages addressed to you at our warehouse are received as they arrive. We don't turn packages away, and we can't refuse a single package on request, for example when a seller asks you to refuse it for a refund. If you want to send something back, see "Returning a package to a US seller". The exception: import duty on inbound international packages Sometimes a package is sent to our warehouse from another country, and the courier asks for import duty to be paid before it hands the package over. We don't pay these charges automatically. Instead: 1. We contact you and tell you what the courier is asking for. 2. You approve and pay the amount. 3. We accept the package and log it into your account as usual. Reply as soon as you can, because the courier makes 3 delivery attempts. If the courier says it couldn't deliver Couriers make 3 delivery attempts, and a missed attempt usually shows up in the courier's tracking. Our US warehouse works 09:00–17:00 EST and our Turkey warehouse works 09:00–17:00 Turkey time, on weekdays only. If the tracking shows a failed attempt, check that the address on the label matches the address in your account, and contact the courier or the seller if something looks wrong. Let us know if you need help. Packages without a suite number A missing suite number doesn't stop a delivery, but it can stop the package reaching your account quickly. It may be logged to an "Unknown" account, which causes delays. There's no fee to match it to you. To help us find it: - Open Expected Packages in your account. - Add the tracking number and a short description of the contents. Always put your suite number in Address Line 2 when you enter your ForwardMe address. Common questions Can you refuse a package the seller asked me to refuse? No. Our warehouse doesn't refuse deliveries. Once it's in your account, you can start a return. The courier wants import duty for a package sent from abroad. What happens? We contact you. The package is accepted once you approve and pay the amount. How many times will the courier try to deliver? The courier makes 3 delivery attempts. Tracking says delivered but my package isn't in my account. Is that the same thing? No. Delivered packages are logged within 24 hours at the latest, usually the same day. See "My package shows as delivered but isn't in my account yet". I forgot my suite number. Will the delivery be refused? No. It may go to an "Unknown" account. Add it under Expected Packages so we can match it quickly, at no charge. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

💳 Payments, Refunds & Returns

Returning a package to a US seller

Short answer: To send a package back to a US seller, contact our support team or select the package in your dashboard. A $10 handling fee applies. If you provide a prepaid return label, that's all you pay; if we buy the label for you, you pay the courier cost plus $10. How to start a return You can start a return in either of two ways: - From your dashboard: select the package you want to send back and start a return. - Through support: email us at [email protected] with the package details and the seller's return instructions. Before you start, check the seller's return policy and get their approval if they require it. Once you've made the request and the seller has approved the return, we hand the package to the courier within 24–48 hours. Return label options and costs | Option | What you do | What you pay | |---|---|---| | You provide the label | Send us the seller's prepaid return label | $10 handling fee | | We provide the label | Give us the seller's return address | Courier cost + $10 service fee | A return form is not a return label. Some sellers send a form or a return authorization number, not a label. If what you received has no prepaid postage and carrier barcode, it can't be used to ship the package. In that case, ask the seller for a prepaid label or let us buy one for you. Why we can't accept QR-code returns Some sellers only offer a QR code that you show at a drop-off location, such as a store or a carrier counter. For now, we can't accept QR-code returns, because they require someone to physically take the package to that location. If the seller offers no other return option, contact our support team before you do anything else. We'll look at what's possible, and an extra handling fee may apply in that case. Why we can't refuse a delivery for you Some sellers tell customers to "just refuse the package" to get a refund. Our warehouse doesn't refuse deliveries, so we can't do this. Once the package is logged into your account, you can send it back as a return using the steps above. Returning a Personal Shopper purchase If we bought the item for you through Personal Shopper, the return depends on the store's or the individual seller's return policy. Contact our support team to start it. See "Cancelling a Personal Shopper order, seller cancellations and refunds" for how that works. Common questions The seller told me to refuse the package when it arrives. Can you do that? No. Our warehouse doesn't refuse deliveries. Wait for the package to be logged into your account, then start a return. Can you buy a return label for me and charge my account? Yes. We provide the label and you pay the courier cost plus a $10 service fee. The seller's return label doesn't look prepaid. What should I do? If there's no prepaid postage on it, it's likely a return form rather than a label. Ask the seller for a prepaid label, or let us buy one for you. The seller only offers a QR code for the return. Can you use it? Not for now, because QR-code returns need someone to take the package to a drop-off location. Contact our support team so we can look at the options. Can you return a package I haven't received yet? We can only return packages that have arrived and been logged into your account. Once it's there, start the return from your dashboard or through support. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

🚚 Shipping Rates & Options

Why your shipping quote is higher than expected, and how to lower it

Short answer: Shipping is priced on the package's billable weight, which is the higher of its actual weight and its size-based (dimensional) weight, rounded up to the next pound. Remote-area fees, carrier surcharges and add-ons can add to that. Combining packages, asking about a smaller box and checking what you've selected at checkout are the best ways to lower it. What makes a shipping quote go up 1. Dimensional weight Couriers bill the higher of two weights: - Actual weight: what the package weighs on a scale. - Dimensional weight: a weight calculated from the box's length, width and height. A small, light item in a big box is billed by the box, not the item. That's why a light pillow or a pair of shoes in the store's oversized carton can cost more than you'd expect. 2. Rounding up We round weight up to the next whole pound for every courier except APC. A 2.3 lb package is billed as 3 lb. The rounding always goes up, never down. 3. Remote-area fees Couriers charge extra to deliver to some remote or rural addresses. The fee varies by courier and is typically $40–$50. You'll see whether your address is in a remote area when you add it to your account, and you can also use the "Check remote area" button in our shipping calculator. 4. Carrier risk and demand surcharges Carriers such as DHL, UPS and FedEx add surcharges for some destinations, for example areas they class as elevated-risk or high-demand. The carrier sets these amounts and changes them often. If one applies to your shipment, it's shown at checkout before you pay. 5. Add-ons you selected Extras you choose at checkout, such as extra protection, invoice removal or faster handling, are added to your total. For the full list and prices, see "Packing add-ons: extra protection, invoice removal and faster handling". Consolidation also has a per-package fee on the Free and Premium plans. See "Consolidating packages: how to request it, how long it takes and what it costs". How to lower your shipping cost - Combine packages. One box usually costs less than several separate shipments. If one item is very bulky, though, combining can raise the dimensional weight, and our team may recommend shipping it separately. - Ask about a smaller box. If a store packed a small item in a large box, contact our support team before you ship and ask whether it can be repacked to reduce the size. - Compare couriers and services. Prices differ between couriers and between DDP and DDU options. Check each option shown at checkout. - Check your add-ons. Remove any extras you don't need. - Check the weight you entered. If you're using the calculator, a typo in the weight or dimensions can change the quote a lot. Common questions Shouldn't 2.3 lb round down to 2 lb? No. We always round up to the next whole pound, for every courier except APC. My item is tiny, so why is the quote so high? It's probably the box. Couriers bill by size when the dimensional weight is higher than the actual weight. Contact support to ask about a smaller box. Is the remote-area fee something I can remove? No. The courier charges it to deliver to that address. You can check it before you ship. Why is there a surcharge for my country? Some carriers add risk or demand surcharges for certain destinations. The amount is set by the carrier and shown at checkout. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].