**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 support@forwardme.com 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 support@forwardme.com.