Tracking & Delivery
By Volkan
By Volkan
Tracking statuses, carrier hubs, customs holds, lost or damaged packages and insurance.
Tracking your shipment: statuses, carrier hubs and customs holds
Short answer: Once your package leaves our warehouse, you get an outbound tracking number to follow it to your door. Express services usually take 1–5 business days. Asendia and Aramex shipments first travel to the carrier's New York hub every Thursday, so tracking may not show much until they're scanned there. Two tracking numbers, and the Thursday hub Two tracking numbers, two journeys - Inbound tracking is the number the store gives you. It follows the package from the store to our warehouse. - Outbound tracking is the number we give you once we ship. It follows the package from our warehouse to your door. If you're waiting for a package to reach us, see "My package shows as delivered but isn't in my account yet". This article is about the outbound journey. How long delivery takes Transit time depends on the courier, the service, the destination country and the weather. Express services usually take 1–5 business days. Whether you ship DDP or DDU can also make it a little shorter or longer. The estimate shown at checkout is the best reference for your shipment. Asendia and Aramex: the Thursday hub Asendia and Aramex shipments don't go straight from our warehouse to the carrier's international network: 1. They leave our Delaware warehouse for the carrier's New York hub every Thursday. 2. The carrier scans them into its own system at the hub. 3. From there they continue to your country. Until that scan, tracking may show little or no movement. That's expected. Delivery with these economy services can take longer than with express services. Tip: if you're shipping with Asendia or Aramex, try not to leave your order until Thursday or Friday. A shipment that misses the Thursday handoff waits for the next one, which can add about a week. Why tracking isn't updating Gaps in tracking are common and usually harmless. Typical reasons: - the carrier hasn't scanned the package at its next stop yet - the package is traveling between hubs, where there are no scans - the carrier's system is slow to share updates - a scan was missed along the way If your tracking hasn't moved for a while and you're worried, contact us with your tracking number. Customs holds Customs in your country may hold a shipment, for example to check documents or collect duties and taxes. If the carrier contacts you, reply quickly, since a hold usually can't clear without you. For paperwork questions, see "Customs paperwork: declarations, invoices and high-value shipments". To avoid paying duties on delivery, check whether DDP is available for your destination with the duty calculator and the options at checkout. Changing the delivery address after dispatch This is usually possible. The courier charges us a fee for the change, about $20 on average (it varies by courier), and we pass that amount on to you. Contact our support team as soon as you can. Lost or damaged packages and insurance Insurance is an optional add-on at checkout that costs $3 for every $100 of declared value. If an insured shipment arrives damaged, file the insurance claim form within 7 days after delivery. For what's covered and excluded, see "Shipping insurance: what it costs and what it covers". For the full claim steps and the evidence you'll need, see "Lost or damaged shipment: how to file a claim". Common questions My tracking hasn't changed since you shipped it. Is it lost? Not necessarily. Asendia and Aramex shipments aren't scanned until they reach the New York hub, and other carriers have gaps between hubs too. Can I change my address after the package has shipped? Usually yes. The courier's fee, about $20 on average, is passed on to you. How much does insurance cost? $3 for every $100 of total declared value, added at checkout. How long do I have to file a claim? One week at the latest. Use the insurance claim form and include your proof. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].
Shipping insurance: what it costs and what it covers
Short answer: Shipping insurance is optional and costs $3 for every $100 of declared value, up to $5,000 per shipment. It's provided by a third-party insurer, EasyPost, Inc. Without insurance, major carriers cover up to $100, excluding the shipping cost. What it costs and what it covers How insurance works You can add insurance at checkout when you create your shipment. The coverage comes from EasyPost, Inc., a third-party insurer. ForwardMe acts as the intermediary: we help you file a claim and coordinate it with the insurer, but the insurer reviews the claim and decides the outcome. The full conditions are in Article VIII of our terms: https://www.forwardme.com/terms#article-8 What it costs | Declared value | Insurance cost | |---|---| | $100 | $3 | | $500 | $15 | | $1,000 | $30 | | $5,000 (maximum) | $150 | The price is $3 for every $100 of the total declared value of your shipment. There's no free first $100, and the maximum coverage is $5,000 per shipment. Pack it well. Poor packing is an exclusion, so make sure items can't move inside the box, pad them properly and avoid reusing an old shipping box. Tip: declare the real value of your items. Insurance is based on the declared value, and misdeclaration is one of the reasons a claim can be refused. What isn't covered Some items can't be insured, and some situations aren't covered even when the item is. | Items that aren't covered | Situations that aren't covered | |---|---| | Coins, bullion, jewelry and precious stones | Insufficient or incorrect packing by the sender | | Currency, negotiable instruments and securities | Cosmetic damage to the packaging when the merchandise is undamaged | | Perishables | Packages signed for by the recipient | | Shipments to OFAC-sanctioned countries | Seizure or destruction by customs | | Lottery and event tickets | Delay or deterioration | | Consignment goods | Misdeclaration | | Loose diamonds, stones and rock slabs | Parcels with no carrier acceptance scan | | | A package that's refused or abandoned because duties weren't paid or customs paperwork wasn't provided | What insurance covers Insurance covers a shipment that is lost, damaged or stolen after it enters the carrier's network: - Lost: the package started tracking but never got a delivery scan. - Damaged: it was delivered, but the contents are damaged. - Stolen: there is a delivery scan, but the recipient never received the package. A claim of this kind needs proof of theft, such as a police report. Each kind has its own filing deadline and evidence. See "Lost or damaged shipment: how to file a claim". If you don't add insurance Without insurance, major carriers (FedEx, UPS and DHL) cover loss or damage up to $100, excluding the shipping cost. Any case is reported through the carrier. Our own liability for an uninsured shipment is limited too — see our Terms. So if your items are worth more than the carrier's limit, insurance is the way to protect their full value. If something goes wrong If an insured shipment arrives damaged or goes missing, you need to act quickly and provide detailed evidence. See "Lost or damaged shipment: how to file a claim" for the steps and the documents you'll need. Common questions Is the first $100 covered for free? Not by insurance. Insurance costs $3 for every $100 of declared value, starting from the first dollar. Without insurance, major carriers cover up to $100, excluding shipping. Who pays out my claim, ForwardMe or the insurer? The insurer, EasyPost, Inc., reviews and decides claims. We coordinate the claim for you as the intermediary. Can I insure jewelry? No. Jewelry, precious stones, coins and bullion are excluded from coverage. Is the packaging covered if it's dented but the items are fine? No. Cosmetic damage to the packaging is not covered when the merchandise itself is undamaged. What's the most I can insure? Up to $5,000 per shipment. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].
Lost or damaged shipment: how to file a claim
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. Tell us within 7 days, then the insurer clock 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 1. 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. 2. Attach your evidence. Use the checklist below and send as much as you can. 3. 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. 4. 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].
If your shipment can't be delivered or is returned to us
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 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 [email protected].