Short answer: Tell us within 7 days by filing our claim form, and include every piece of evidence you have. We then file the claim with the insurer on your behalf. If your shipment wasn't insured, major carriers cover up to $100, excluding the shipping cost, and the case is reported through the carrier.
Three kinds of claim
The insurer treats these as three different cases, and the evidence and deadlines differ:
| Claim type | What it means |
|---|---|
| Lost | The package started tracking but never got a delivery scan |
| Damaged | The package was delivered, but the contents are damaged |
| Stolen | There is a delivery scan, but the recipient never received the package |
If your shipment was insured
- Fill in the claim form: https://www.forwardme.com/insurance-claim-form. Tell us within 7 days of the delivery or of noticing the problem.
- Attach your evidence. Use the checklist below and send as much as you can.
- We file the claim for you. Insurance is provided by EasyPost, Inc., and the claim is filed by the account holder, which is us. We submit it, pass on your evidence and follow it up. The insurer reviews it and decides the outcome.
- If it's approved, we pass the money to you as a refund or as account credit, whichever suits you.
The insurer's process is strict. A claim with missing evidence can be delayed or refused, so it's worth gathering everything before you submit.
Deadlines
Your first deadline is ours: tell us within 7 days. The insurer then has its own windows, counted from the day the shipping label was created:
| Claim type | Insurer's filing window |
|---|---|
| Damaged or stolen | Within 30 days of label creation |
| Lost, domestic | Between 15 and 60 days after label creation |
| Lost, international | Between 30 and 90 days after label creation |
A lost claim has a floor as well as a ceiling, and it's different for domestic and international shipments. A domestic lost claim can't be filed in the first 15 days; an international lost claim can't be filed in the first 30. The carrier is still given time to find the package, so if your shipment has gone quiet, report it to us anyway and we'll watch the clock for you.
Payouts take 7–10 business days once the insurer has all the documentation and any waiting period has passed.
Evidence checklist
1. Photos and video
- Photos of the package and items from several angles
- Close-ups of the damage
- The condition of the outer packaging
- An unboxing video, if possible
2. Documents
- Purchase receipts or invoices
- Shipping documents and packing slips
- Serial numbers, where the item has one
3. Proof of value
- Purchase confirmations
- Product specifications
4. Timeline
- When the shipment left
- The expected delivery date and the actual delivery date
- When you discovered the damage or loss
For claims over $250, the insurer requires two documents in particular:
- Your communication with us or with the recipient, showing the name and email, matching the tracking details
- An invoice clearly showing the recipient's full name and address, matching the delivery details
For a stolen package, you'll also need proof of theft, such as a police report or video footage. It's worth filing the police report early: without it, a stolen claim rarely succeeds.
If your shipment wasn't insured
Without insurance, major carriers (FedEx, UPS and DHL) cover loss or damage up to $100, excluding the shipping cost. The case is reported through the carrier. Contact our support team with your tracking number and photos, and we'll help you with the next steps.
Tips to protect your claim
- Photograph before you unpack. Take pictures of the box as it arrived, before you open it.
- Keep all the packaging. Don't throw away the box, the padding or the labels until the claim is settled.
- Don't wait. Report the problem as soon as you notice it, and always within 7 days.
- Pack for the journey. Items shouldn't move inside the box, and a reused box is weaker than it looks. Poor packing is one of the exclusions.
- Declare the real value. Misdeclaration is one of the reasons a claim can be refused.
To see what insurance covers and what's excluded, read "Shipping insurance: what it costs and what it covers".
Separately from the insurer's own windows, any claim against ForwardMe itself must be brought within one year of when it arose (Terms (§13.7)).
Common questions
How long do I have to file a claim? Tell us within 7 days after delivery by submitting the claim form. The sooner you file, the better.
Do I email support or use the form? Use the claim form at https://www.forwardme.com/insurance-claim-form. You can email support if you need help filling it in.
The box is damaged but my items are fine. Can I claim? No. Cosmetic damage to the packaging isn't covered when the merchandise is undamaged.
Who decides whether my claim is approved? The insurer, EasyPost, Inc. We coordinate the claim and pass on your evidence.
My shipment wasn't insured. Can I still get anything back? Major carriers cover up to $100, excluding the shipping cost. The case is reported through the carrier, and our team can help.
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].