Short answer: Email us at [email protected]. Our team works on weekdays from 09:00 to 17:00 ET and doesn't work on weekends, so messages sent on Saturday or Sunday are answered on the next business day.
When we're available
| Hours | |
|---|---|
| Monday to Friday | 09:00 to 17:00 ET |
| Saturday and Sunday | Closed |
You can write to us at any time, and we reply during business hours.
How to reach us
Send an email to [email protected]. Please write from the email address you use for your ForwardMe account. That way we can find your account straight away.
Tip: send one message per issue, and reply in the same email thread if you want to add something. Starting a new thread for the same question can slow things down.
What to include in your message
The right details let us check your case without asking you follow-up questions. Always include your suite number or account email, then add what fits your topic:
| Topic | What to include |
|---|---|
| A package shows as delivered but isn't in your account | The carrier's tracking number, the store name, the delivery date, and a screenshot of the delivery confirmation |
| A shipment you sent from us | Your tracking number and what you're seeing on the tracking page |
| A damaged or missing item | The tracking number, photos from several angles and a photo of the packaging |
| A Personal Shopper order | Your order number and the product link or links |
| A flagged or restricted item | The package details from your account and, if you have it, the product page or safety data sheet |
| Payment or checkout problems | The payment method you used, the exact error message, and a screenshot |
| Your account or membership | What you'd like to change, and what you've already tried |
Screenshots help a lot, especially for website errors. Please don't send full card numbers or passwords by email.
Check these articles first
Many questions are answered right away in our help center:
- "My package shows as delivered but isn't in my account yet"
- "Tracking your shipment: statuses, carrier hubs and customs holds"
- "Personal Shopper order statuses: what each one means and how long it takes"
- "Why your shipping quote is higher than expected, and how to lower it"
- "Restricted and prohibited items: what we can ship and what happens if a package is flagged"
- "Free storage periods and storage fees"
Common questions
Do you work on weekends? No. Our team works on weekdays only. Messages sent over the weekend are answered from Monday.
My package was delivered on Saturday. Why isn't it in my account yet? Our warehouse doesn't work on weekends either, so packages delivered then are logged on the next business day. See "What happens when your package arrives at our warehouse?" for how check-in works.
I forgot to add my suite number. Should I contact you? Yes. Send us the tracking number, the store name and what's inside, and add the tracking number under Expected Packages in your account. This helps us match the package quickly.
Should I email you again if I haven't heard back? Please reply in your original email thread rather than starting a new one. It keeps all the details in one place.
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].