**Short answer:** A shipment that comes back to us always costs more than the original leg, and those extra charges are billed to you. The best protection is a reachable address and a local phone number, plus keeping an eye on your tracking so you can act on the first failed attempt.

![What happens next — and where you can still step in](https://support.forwardme.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBczRnIiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--7b4e81c627d13e8806d27dfac26c784fca4c0ff1/delivery-failed.png)

## Why you want to avoid a return

Sending a package back from the destination country costs **more than the original shipment did**. Nothing else in the forwarding process is as expensive for as little benefit. So the goal is simple: make sure the package can be delivered the first time.

A refused or undeliverable package can carry several costs, and they land on your account:

| Cost | Notes |
|---|---|
| Destination return, abandonment or storage fees | Charged by the carrier or a local warehouse abroad |
| The original outbound shipping cost | Not refunded |
| Return shipping back to us | Charged by the carrier that brings it back |
| Re-storage at our warehouse | Once the package is back with us |
| Duty the carrier charges back to us | If duty was owed on the original shipment |

Not every case hits every line — it depends on how far the package got and what the carrier charges. **If a returned package isn't resolved within 30 days, we treat it as abandoned.**

## How to keep a delivery from failing

- **Check the address before you ship.** Include the house or building number, and make sure the postal code is there. See "Your Address Book: adding and checking delivery addresses".
- **Use a local phone number.** If anything comes up in customs, or the courier needs to arrange delivery, they contact the recipient. A local number is the one most likely to be answered.
- **Make sure someone can receive it.** If the recipient will be away, pick an address where the package can actually be handed over.
- **Watch for a remote area notice.** If your address card shows one, the destination sits outside the courier's standard delivery zone. The remote-area fee varies by courier and is typically $40–$50.

## What the courier does when delivery fails

If the courier can't hand the package over, it tries to reach the recipient by **email or phone**. That's why the contact details on the address matter so much — a wrong or unreachable number is where most failed deliveries turn into returns.

If the courier can't reach the recipient, it **may** contact us as the shipper — but that doesn't always happen, so it isn't something to rely on. Follow your tracking number yourself rather than waiting to hear from anyone. See "Tracking your shipment: statuses, carrier hubs and customs holds".

## What to do if tracking shows a failed attempt or "return to sender"

Act the same day if you can. Once a package is formally on its way back, the return leg is already running.

1. **Contact the courier directly with your tracking number.** They hold the package and they're the only ones who can reschedule, hold it at a depot, or redirect it locally. This is the fastest route.
2. **Contact our support team at the same time**, with your tracking number and what the tracking page says. We'll work it from our side as the shipper.
3. **Fix whatever caused it.** If the phone number was wrong or the address was incomplete, give the correct details to the courier straight away.

## Changing the delivery address after dispatch

It's possible, but not free. The courier charges us about **$20** on average to change an address in transit, and that amount is passed on to you. The exact charge varies by courier. If you need a change, contact our support team with your tracking number and the correct address as early as you can — the further along the shipment is, the harder it gets.

## Common questions

**How much does it cost if my package comes back to you?**
More than the original shipment. The exact amount depends on the courier and the destination, and any extra charges are billed to your account.

**Will you tell me if the courier can't deliver?**
The courier contacts the recipient first, by email or phone. It may also contact us as the shipper, but not always. Follow your tracking number so you see a failed attempt as soon as it's posted.

**The tracking says "return to sender". Can I stop it?**
Sometimes, if you move quickly. Call the courier with your tracking number right away, and contact our support team in parallel.

**Can I change the delivery address after my shipment has left?**
Yes, but there's a charge. The courier bills us about $20 on average and we pass that on. Contact support with the tracking number and the new address.

**The package came back to you. Can I ship it again?**
Yes. Contact our support team once it's back with us, fix the address details that caused the problem, and we'll help you send it out again.

## Still need help?

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