**Short answer:** "Delivered" on the carrier's tracking means the package reached our building, not that we've logged it. We log packages into your account within 24 hours at the latest, and usually the same day, during warehouse working hours on weekdays.

![Timeline from the carrier marking a package delivered to it being logged in your account, with warehouse hours](https://support.forwardme.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBcDBnIiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--3742a40efaef1410023a903eb75c506c5ff79b12/delivered.png)

## Delivered is not the same as checked in

When a carrier marks a package as delivered, our warehouse team still has to receive it, check it and match it to your account. Only then does it appear in your dashboard, and we email you when it does.

| Warehouse | Working hours | Weekends |
|---|---|---|
| US (Delaware) | 09:00–17:00 EST | Closed |
| Turkey | Weekdays, 09:00–17:00 Turkey time | Closed |

A package delivered late in the day, or on a Saturday or Sunday, is logged on the next working day.

## Check these first

Most "missing" packages turn out to be one of these:

1. **Is your suite number on the label?** The suite number is how we match a package to you. Without it, the package may go to an "Unknown" account and take longer to reach you (see below).
2. **Is it the right warehouse?** Make sure the package was sent to the address you're looking at in your account: US or Turkey.
3. **When was it delivered?** If it arrived on a weekend, or less than 24 hours ago, it may not be logged yet.
4. **Are you using the carrier's tracking number?** A store's order number isn't a tracking number. Look for the tracking number in the seller's shipping confirmation email.
5. **Does the delivery photo show our building?** Carriers sometimes leave packages at a neighboring building, or a post office or pickup point. If the photo or the delivery address doesn't match ours, contact the carrier or the seller first.

## Packages without a suite number

If a label is missing your suite number, the package may be logged to an "Unknown" account instead of yours. This causes delays, but **there is no fee** to match it to your account.

To help us find it quickly:

- Open **Expected Packages** in your account.
- Add the tracking number and a short description of the contents.

We use this information to match the package to you. Going forward, always include your suite number with your ForwardMe address, and add your orders to Expected Packages when you place them.

## When to contact us

Contact our support team if **more than 24 hours on a working day** have passed since delivery and the package still isn't in your account. To help us find it fast, please include:

- the carrier and the tracking number
- the delivery date, and the carrier's delivery photo if there is one
- the seller's name and what's in the package
- whether the label included your suite number

## Common questions

**I got a "delivered" email hours ago. Why can't I see my package?**
The carrier's email only confirms the drop-off. We still need to receive and log it, which happens within 24 hours at the latest and usually the same day.

**Do you receive and log packages on weekends?**
No. Neither warehouse works on weekends, so weekend deliveries are logged on the next working day.

**I forgot to add my suite number. Is there a fee?**
No. Add the tracking number and contents under Expected Packages so we can match it quickly.

**The delivery photo doesn't look like your warehouse. What should I do?**
The package may have been left at a nearby building or a post office. Contact the carrier or the seller first, and let us know if you need help.

## Still need help?

Our support team is available on weekdays from 09:00 to 17:00 ET at support@forwardme.com.