Short answer: If an item has already been delivered to you and you want to return it to the seller, it has to come back to our warehouse first. You can either ship it back to us yourself, or ask us for a quote with courier options. Once it's here, we handle the return to the seller. Why it comes back to us first The seller sold to a US address. Their return process expects the package to come from inside the United States, and most US sellers won't accept an international return or provide a label for one. So a return after delivery has two legs: your country back to our warehouse, then our warehouse to the seller. The first leg is the one you arrange, and it's usually the bigger cost. Before you start, check the seller's return policy and confirm they'll take the item back — it's not worth paying for the return leg if the return window has closed. Your two options for getting it back to us Option 1: ship it back to us yourself. Use any courier you like in your country. This suits you if you have a good local rate, or if the item is small and light. Use the same warehouse address you shipped from, with your suite number, and let our support team know it's on the way so we can match it quickly when it lands. Option 2: ask us for a quote. Contact our support team with the item, its weight and dimensions, and where it's coming from. We'll come back with a quote and the courier options available for that return, so you can compare before you commit. Either way, tell us what the package is and what you want done with it once it arrives. That saves a round of emails at our end. One thing to watch: a package sent to our warehouse from another country is an import into the US, so the courier may ask for import duty before it hands the package over. We contact you first and accept the package once you approve and pay. See "When a courier can't deliver a package to our warehouse". What happens once it reaches our warehouse From there it follows our normal US-seller return process. In short: | 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 few things to know before you get there: a return form or authorization number isn't the same as a prepaid label, and we can't use QR-code returns that require someone to take the package to a drop-off point. For the full process, the timing and what to send us, read "Returning a package to a US seller". Before you ship it back - Confirm the seller accepts the return and note their deadline. - Keep the original packaging and any paperwork — many sellers require it. - Ask us for the quote first if you want to compare. It costs nothing to ask. - Send us the tracking number for the return leg, so we can watch for it. Common questions Can you arrange the pickup from my address? Ask our support team for a quote with courier options for your return. We'll tell you what's available for your country. Can I ship it straight to the seller from my country? Some sellers accept that, most don't, and their prepaid US label can't be used from outside the US. Check with the seller first. If they say no, send it back to us. How much does the return leg cost? It depends on the courier, the weight and where you're shipping from. Contact our support team for a quote before you book anything. What happens after it arrives at your warehouse? It's handled as a normal return to a US seller: $10 handling if you provide the label, or the courier cost plus $10 if we buy it. See "Returning a package to a US seller". Can you hold the item instead of returning it? Yes. It goes back into your account like any other package. Tell our support team what you'd like to do with it. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

📍 Tracking & Delivery

If your shipment can't be delivered or is returned to us

Short answer: A shipment that comes back to us always costs more than the original leg, and those extra charges are billed to you. The best protection is a reachable address and a local phone number, plus keeping an eye on your tracking so you can act on the first failed attempt. What happens next — and where you can still step in Why you want to avoid a return Sending a package back from the destination country costs more than the original shipment did. Nothing else in the forwarding process is as expensive for as little benefit. So the goal is simple: make sure the package can be delivered the first time. A refused or undeliverable package can carry several costs, and they land on your account: | Cost | Notes | |---|---| | Destination return, abandonment or storage fees | Charged by the carrier or a local warehouse abroad | | The original outbound shipping cost | Not refunded | | Return shipping back to us | Charged by the carrier that brings it back | | Re-storage at our warehouse | Once the package is back with us | | Duty the carrier charges back to us | If duty was owed on the original shipment | Not every case hits every line — it depends on how far the package got and what the carrier charges. If a returned package isn't resolved within 30 days, we treat it as abandoned. How to keep a delivery from failing - Check the address before you ship. Include the house or building number, and make sure the postal code is there. See "Your Address Book: adding and checking delivery addresses". - Use a local phone number. If anything comes up in customs, or the courier needs to arrange delivery, they contact the recipient. A local number is the one most likely to be answered. - Make sure someone can receive it. If the recipient will be away, pick an address where the package can actually be handed over. - Watch for a remote area notice. If your address card shows one, the destination sits outside the courier's standard delivery zone. The remote-area fee varies by courier and is typically $40–$50. What the courier does when delivery fails If the courier can't hand the package over, it tries to reach the recipient by email or phone. That's why the contact details on the address matter so much — a wrong or unreachable number is where most failed deliveries turn into returns. If the courier can't reach the recipient, it may contact us as the shipper — but that doesn't always happen, so it isn't something to rely on. Follow your tracking number yourself rather than waiting to hear from anyone. See "Tracking your shipment: statuses, carrier hubs and customs holds". What to do if tracking shows a failed attempt or "return to sender" Act the same day if you can. Once a package is formally on its way back, the return leg is already running. 1. Contact the courier directly with your tracking number. They hold the package and they're the only ones who can reschedule, hold it at a depot, or redirect it locally. This is the fastest route. 2. Contact our support team at the same time, with your tracking number and what the tracking page says. We'll work it from our side as the shipper. 3. Fix whatever caused it. If the phone number was wrong or the address was incomplete, give the correct details to the courier straight away. Changing the delivery address after dispatch It's possible, but not free. The courier charges us about $20 on average to change an address in transit, and that amount is passed on to you. The exact charge varies by courier. If you need a change, contact our support team with your tracking number and the correct address as early as you can — the further along the shipment is, the harder it gets. Common questions How much does it cost if my package comes back to you? More than the original shipment. The exact amount depends on the courier and the destination, and any extra charges are billed to your account. Will you tell me if the courier can't deliver? The courier contacts the recipient first, by email or phone. It may also contact us as the shipper, but not always. Follow your tracking number so you see a failed attempt as soon as it's posted. The tracking says "return to sender". Can I stop it? Sometimes, if you move quickly. Call the courier with your tracking number right away, and contact our support team in parallel. Can I change the delivery address after my shipment has left? Yes, but there's a charge. The courier bills us about $20 on average and we pass that on. Contact support with the tracking number and the new address. The package came back to you. Can I ship it again? Yes. Contact our support team once it's back with us, fix the address details that caused the problem, and we'll help you send it out again. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

📬 Your Address & Receiving

If your package arrives damaged or something is missing

Short answer: If a package reaches our warehouse damaged, we mark it as damaged, photograph the damage and email you, and no shipment can be created for it. If something is missing from the box, compare our photos with the customs form and then contact our support team with the details. If the package is damaged Every package is opened and inspected when it arrives, so damage is normally spotted the same day it's logged. When it is: 1. We mark the package as damaged. This is visible in your account. 2. No shipment can be created for it. That's deliberate: we don't want a damaged box going out on an international leg where the problem would only get worse. 3. We email you so you know before you plan a shipment around it. 4. We photograph the damage. You can see those photos on the package detail page in your account. Open the package in your account, look at the photos and see how bad it is. Then contact our support team, tell us what you'd like to do, and we'll go through the options with you. The photos are also useful outside your account. If the damage happened before the package reached us, they're the evidence you'll want when you raise it with the seller or the carrier who delivered it. If an item is missing This one is harder, and it's worth being straight with you about why: we usually can't verify what was supposed to be in the box. Sellers often ship without an invoice or packing slip, so there's nothing at our end to check the contents against. Here's what to do: 1. Look at the photos we took. Every package is photographed during inspection, at no charge — the outer box, the shipping label and the items. See "Do you open my packages? Inspection and photos". 2. Check the customs form or any documentation on the box. Together with the photos, it's the best picture of what actually arrived. 3. Compare that with your order confirmation from the seller. 4. Contact our support team with the package details, your order confirmation and what you believe is missing. We'll look into it with you. If the outer box shows damage or signs of tampering, say so and point us to it. That changes the picture, and it's worth raising with the seller and the delivering carrier too. If it's a Personal Shopper item A Personal Shopper item that arrives wrong or damaged has its own reporting window: contact our support team within 7 days of the item being processed into your account. See "Cancelling a Personal Shopper order, seller cancellations and refunds". What about damage that happens after your shipment leaves us? That's a different situation, with a different process. If your shipment was damaged or lost on its way from our warehouse to you, read "Lost or damaged shipment: how to file a claim". Don't wait: the claim window is short, and evidence gathered on the day is worth far more than evidence gathered a week later. Common questions Where do I see the damage photos? On the package detail page for that package in your account. Why can't I create a shipment for my damaged package? Because a damaged box is marked as damaged in our system and blocked from shipping. Contact our support team so we can work out the best next step. An item is missing. Can you tell me what was in the box? We can show you what arrived, through the inspection photos and the customs form. What we usually can't confirm is what the seller put in, because there's often no invoice in the box. Should I contact the seller as well? If the damage or shortage happened before the package reached us, yes. Our photos and the arrival date are useful evidence to give them. My shipment arrived at my door damaged, not at your warehouse. Is this the same process? No. See "Lost or damaged shipment: how to file a claim". Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

🚀 Getting Started

Is ForwardMe safe? How we protect your account, packages and payments

Short answer: Yes. You can protect your account with two-step sign-in, every package that reaches us is inspected and photographed, and you pay with trusted methods such as major cards and PayPal. You can also add optional shipping insurance and read what other customers say about us on Trustpilot. How we protect you Who we are ForwardMe has been forwarding packages since 2013. The service is operated by Gekron Limited Liability Company, 604 Carson Dr., DE 19701, United States. See what other customers say The best way to judge a service is to hear from people who use it. You can read independent reviews from ForwardMe customers on our Trustpilot page: https://www.trustpilot.com/review/forwardme.com. How we protect your account - Two-step sign-in (2FA). Turn it on in your account settings. Even if someone learns your password, they can't sign in without the second step. - Payment verification. We watch for suspicious payment activity. If something looks unusual, we may ask you to verify your account before it continues as normal. This helps stop card fraud on your account and others. For step-by-step tips, see "Keeping your account secure: two-step sign-in and account verification". How we protect your packages - Your suite number links every package to you. Each customer has a personal suite number, and it's how we match an arriving package to the right account. If a package arrives without it, add it under Expected Packages so we can match it quickly, at no charge. - Every package is opened, inspected and photographed. We photograph the outer box, the shipping label and the items inside, and keep them on record at no charge. See "Do you open my packages? Inspection and photos". - We log packages quickly and tell you. Delivered packages are logged into your account within 24 hours at the latest, usually the same day, and we email you when they are. - Optional shipping insurance. You can insure a shipment at checkout for $3 per $100 of declared value, up to $5,000 per shipment. Insurance is provided by a third-party insurer, EasyPost, Inc. See "Shipping insurance: what it costs and what it covers". - Carrier cover without insurance. Major carriers (FedEx, UPS, DHL) cover up to $100, excluding the shipping cost. How you pay Payments are processed through Stripe and PayPal. You can pay with Visa, Mastercard, American Express, PayPal, Apple Pay or Google Pay. All charges are in US dollars, and refunds reach your card or PayPal within 1–3 days once issued. See "Accepted payment methods". Your agreement with us Two parts of our Terms are worth knowing about up front. You appoint us as your agent. By using the service you authorise us, as your agent, to sign shipping documents, prepare customs declarations and commercial invoices, and file Electronic Export Information (EEI) on your behalf (§3.1–3.4). This is what makes a lawful export possible: without it, nobody at our warehouse could complete the paperwork for a package you've asked us to send. Disputes go to arbitration. The Terms include binding arbitration and a class-action waiver (§13.2–13.5). You can opt out by emailing [email protected] within 30 days of creating your account. The right is time-limited, so if you want to keep it, send that email early. Simple habits that keep you safe - Use a strong password that you don't use anywhere else. - Turn on two-step sign-in. - Always add your suite number in Address Line 2 when you shop. - If an email asks you to sign in, go to the ForwardMe website yourself instead of clicking the link. - Not sure a message is really from us? Contact [email protected] before you share anything. Common questions Is ForwardMe a real company I can trust with my packages? Yes. Read independent customer reviews on our Trustpilot page, and see the protections above that cover your account, packages and payments. Do you open my packages? Yes, every package is opened and inspected, and we photograph the box, the label and the items at no charge. This protects you and makes sure everything can be shipped. What if my shipment is lost or damaged? With insurance, file a claim through our insurance claim form right away, with all the evidence you have. Without insurance, major carriers cover up to $100, excluding shipping. See "Lost or damaged shipment: how to file a claim". Why was I asked to verify my account? It's a routine check after suspicious payment activity. Complete the request, because accounts that don't complete verification are suspended. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

🧾 Customs, Duties & Taxes

Import VAT, GST and recipient tax IDs

Short answer: If you choose DDP, import VAT or GST is collected at checkout together with duties. If you choose DDU, the courier contacts the recipient and collects all duties and taxes before delivery. If your country needs a tax ID for imports, you can save it with your address in your Address Book. What import VAT and GST are Many countries charge a sales tax on imported goods. Depending on the country it's called VAT (value-added tax), GST (goods and services tax) or something similar. It's set by your destination country, not by us, and it's usually charged on top of any import duty. How much you pay depends on your country's rules, what you're shipping and its declared value. We don't publish country-by-country rates, because they're set and changed by each country. To estimate what you'll pay, use our duty calculator. How VAT and GST get paid: DDP or DDU Whether you pay the tax up front or on arrival depends on the option you choose when you create your shipment. | | DDP (Delivered Duty Paid) | DDU (Delivered Duty Unpaid) | |---|---|---| | VAT / GST and duties | Collected at checkout | Collected by the courier from the recipient | | When | When you create the shipment | Before the package is delivered | | At your door | Nothing more to pay | The courier contacts the recipient first | DDP isn't offered for every destination and carrier. If you only see DDU at checkout, DDP isn't available for that combination right now. For the full comparison, see "DDP vs DDU: who pays duties, where DDP is available, and what to do if you're asked to pay again". Our shipping calculator shows shipping costs only. Duties and taxes, including VAT and GST, are always estimated separately in the duty calculator. See "How import duties and taxes are calculated" for how the amount is worked out. Recipient tax IDs Some countries ask the person receiving an import for a personal or business tax identification number. Customs or the courier may need it to clear the package. Where to add it: you can save the tax ID with the delivery address in your Address Book. Add it before you create your shipment. Does my country need one? We don't keep a list of countries that require a tax ID, and the rules can change. The best source is the official customs website of your destination country. If you're not sure, check there before you ship. If customs or the courier asks for a tax ID after your package has left, contact our support team with your tracking number and we'll help. Common questions I chose DDP. Will I be asked to pay VAT again on delivery? You shouldn't be. VAT or GST collected at checkout covers the tax for that shipment. If the courier or customs asks you to pay again, contact our support team. See "DDP vs DDU: who pays duties, where DDP is available, and what to do if you're asked to pay again" for what to send us. I chose DDU. Who will contact me about the tax? The courier you selected contacts the recipient and collects all duties and taxes, including VAT or GST, before the package is released. Can you tell me the VAT rate for my country? We don't publish rates, because each country sets its own. Our duty calculator gives you an estimate for your items and destination. Where do I enter my tax ID? Save it with your delivery address in your Address Book, then choose that address when you create your shipment. Which countries require a tax ID? We don't maintain a list. Check the official customs website of your destination country. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

📬 Your Address & Receiving

Can I pick up my package at the warehouse?

Short answer: No, we don't offer in-person pickup at our warehouses. To get your package, create a shipment to any address, including an address within the US. Why we don't offer pickup Our warehouses hold packages for many customers, and keeping them secure is a priority. For security reasons, only our team handles packages inside the warehouse, and every package leaves through a courier with tracking. That way each package has a clear record from the day it arrives to the day it's delivered. What you can do instead - Ship it to yourself. Create a shipment from your account and choose a courier at checkout. You can track it all the way to your door. - Ship it within the US. We offer domestic shipping within the US, so you can send a package to a friend, family member or your own address in another state. Our Delaware warehouse has no state sales tax, but if you ship to another state, you're responsible for any taxes that apply there. - Send it back to the seller. If you no longer want the item, you can return it. See "Returning a package to a US seller". Common questions I live near the warehouse. Can I come by and collect my package? No. Pickup isn't offered at either warehouse, but you can ship the package to a nearby address within the US. Can a friend collect it for me? No. Packages leave the warehouse only through a shipment you create in your account. You can ship it to your friend's address instead. Can I use my own carrier account or label to collect it? No. Your own labels and carrier accounts aren't supported. Choose a courier at checkout when you create a shipment. I don't want the item anymore. What are my options? You can send it back to the seller. A $10 handling fee applies, plus the courier cost if we provide the label. See "Returning a package to a US seller". Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].