Short answer: Our warehouse doesn't refuse deliveries. The one exception is an international package arriving from abroad where the courier asks us to pay import duty: we contact you first and accept the package once you approve and pay. Couriers make 3 delivery attempts.
We accept every delivery
Packages addressed to you at our warehouse are received as they arrive. We don't turn packages away, and we can't refuse a single package on request, for example when a seller asks you to refuse it for a refund. If you want to send something back, see "Returning a package to a US seller".
The exception: import duty on inbound international packages
Sometimes a package is sent to our warehouse from another country, and the courier asks for import duty to be paid before it hands the package over. We don't pay these charges automatically. Instead:
- We contact you and tell you what the courier is asking for.
- You approve and pay the amount.
- We accept the package and log it into your account as usual.
Reply as soon as you can, because the courier makes 3 delivery attempts.
If the courier says it couldn't deliver
Couriers make 3 delivery attempts, and a missed attempt usually shows up in the courier's tracking. Our US warehouse works 09:00–17:00 EST and our Turkey warehouse works 09:00–17:00 Turkey time, on weekdays only.
If the tracking shows a failed attempt, check that the address on the label matches the address in your account, and contact the courier or the seller if something looks wrong. Let us know if you need help.
Packages without a suite number
A missing suite number doesn't stop a delivery, but it can stop the package reaching your account quickly. It may be logged to an "Unknown" account, which causes delays. There's no fee to match it to you.
To help us find it:
- Open Expected Packages in your account.
- Add the tracking number and a short description of the contents.
Always put your suite number in Address Line 2 when you enter your ForwardMe address.
Common questions
Can you refuse a package the seller asked me to refuse? No. Our warehouse doesn't refuse deliveries. Once it's in your account, you can start a return.
The courier wants import duty for a package sent from abroad. What happens? We contact you. The package is accepted once you approve and pay the amount.
How many times will the courier try to deliver? The courier makes 3 delivery attempts.
Tracking says delivered but my package isn't in my account. Is that the same thing? No. Delivered packages are logged within 24 hours at the latest, usually the same day. See "My package shows as delivered but isn't in my account yet".
I forgot my suite number. Will the delivery be refused? No. It may go to an "Unknown" account. Add it under Expected Packages so we can match it quickly, at no charge.
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].