Your Address & Receiving

My package shows as delivered but isn't in my account yet

Short answer: "Delivered" on the carrier's tracking means the package reached our building, not that we've logged it. We log packages into your account within 24 hours at the latest, and usually the same day, during warehouse working hours on weekdays. Timeline from the carrier marking a package delivered to it being logged in your account, with warehouse hours Delivered is not the same as checked in When a carrier marks a package as delivered, our warehouse team still has to receive it, check it and match it to your account. Only then does it appear in your dashboard, and we email you when it does. | Warehouse | Working hours | Weekends | |---|---|---| | US (Delaware) | 09:00–17:00 EST | Closed | | Turkey | Weekdays, 09:00–17:00 Turkey time | Closed | A package delivered late in the day, or on a Saturday or Sunday, is logged on the next working day. Check these first Most "missing" packages turn out to be one of these: 1. Is your suite number on the label? The suite number is how we match a package to you. Without it, the package may go to an "Unknown" account and take longer to reach you (see below). 2. Is it the right warehouse? Make sure the package was sent to the address you're looking at in your account: US or Turkey. 3. When was it delivered? If it arrived on a weekend, or less than 24 hours ago, it may not be logged yet. 4. Are you using the carrier's tracking number? A store's order number isn't a tracking number. Look for the tracking number in the seller's shipping confirmation email. 5. Does the delivery photo show our building? Carriers sometimes leave packages at a neighboring building, or a post office or pickup point. If the photo or the delivery address doesn't match ours, contact the carrier or the seller first. Packages without a suite number If a label is missing your suite number, the package may be logged to an "Unknown" account instead of yours. This causes delays, but there is no fee to match it to your account. To help us find it quickly: - Open Expected Packages in your account. - Add the tracking number and a short description of the contents. We use this information to match the package to you. Going forward, always include your suite number with your ForwardMe address, and add your orders to Expected Packages when you place them. When to contact us Contact our support team if more than 24 hours on a working day have passed since delivery and the package still isn't in your account. To help us find it fast, please include: - the carrier and the tracking number - the delivery date, and the carrier's delivery photo if there is one - the seller's name and what's in the package - whether the label included your suite number Common questions I got a "delivered" email hours ago. Why can't I see my package? The carrier's email only confirms the drop-off. We still need to receive and log it, which happens within 24 hours at the latest and usually the same day. Do you receive and log packages on weekends? No. Neither warehouse works on weekends, so weekend deliveries are logged on the next working day. I forgot to add my suite number. Is there a fee? No. Add the tracking number and contents under Expected Packages so we can match it quickly. The delivery photo doesn't look like your warehouse. What should I do? The package may have been left at a nearby building or a post office. Contact the carrier or the seller first, and let us know if you need help. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

What is a suite number and why does it matter?

Short answer: Your suite number is your personal code inside our warehouse. It's how we know a package belongs to you, so always include it in your address, usually in Address Line 2. You'll find it in your dashboard after you log in. What a suite number is Think of our warehouse as a large apartment building. The street address is the same for everyone, and your suite number is your apartment number. You get it automatically when you sign up, and it stays the same for as long as you have your account. Your dashboard shows both your US address (Delaware) and your Turkey address, each with your suite number. Always copy the address from your dashboard rather than typing it from memory. Where to find it 1. Log in to your ForwardMe account. 2. Open your dashboard. Your US and Turkey addresses are shown there, including your suite number. Your address isn't on our public website, only in your account. How to enter it at checkout At the store's checkout, enter your ForwardMe address exactly as it appears in your dashboard: | Field | What to enter | |---|---| | Full name | Your name, as on your ForwardMe account | | Address Line 1 | The street address | | Address Line 2 | Your suite number | | Phone number | The phone number shown on your address card in your account | | City, state/province, ZIP/postcode | Exactly as shown in your dashboard | If the store only has one address line, add your suite number straight after the street address. Phone number: when a store asks for a phone number, use the one we provide for your US or Turkey address. You'll find it on the address card in your account. Couriers use it if they need to reach someone about the delivery. What the address can't be used for Your suite address is a delivery address for your packages, and nothing else. Under our Terms (§2.4), you can't present it as: - your residence or home address - a business address or company domicile - an address for tax filings or business registration - an address for credit applications or identity verification Using it this way can end your account, so please use your own address for anything that isn't a delivery. Why you should never leave it out Our warehouse receives many packages every day. Without a suite number, we can't automatically match a package to your account. It may be logged to an "Unknown" account instead, which delays it reaching you. There's no fee for us to match a package like this, but it takes longer. You can avoid the delay by always including your suite number. If you forgot your suite number on an order Act as soon as you notice: 1. Log in and go to Expected Packages. 2. Add the tracking number from the store and a description of the contents. This helps our team find your package and match it to your account quickly once it arrives. The tracking number is the carrier's number, not the store's order number. Tell us what's coming anyway Even when your suite number is correct, adding your orders under Expected Packages helps us match packages faster. We log packages into your account within 24 hours at the latest, usually the same day, and email you when a package is logged. Common questions My package's label doesn't show my suite number. Will it still reach me? It may be logged to an "Unknown" account at first, which causes a delay. Add the tracking number and contents under Expected Packages so we can match it. There's no fee for this. Is there a fee if my package arrives without a suite number? No. There's no matching fee, but it takes longer. Where does the suite number go if the store only has one address line? Put it right after the street address on the same line. Which address should I use, US or Turkey? Use the address in the country the store ships to. Both are in your dashboard with your suite number. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

Can I receive mail and letters at my ForwardMe address?

Short answer: Every member can receive packages from online stores. Receiving mail, such as letters, USPS mail, magazines and catalogs, is a VIP-only feature. Letters and other USPS mail also need an approved USPS Form 1583. What each plan can receive | What's being sent | Free and Premium | VIP | |---|---|---| | Packages from online stores, shipped by a carrier such as UPS, FedEx or DHL | Yes | Yes | | Personal letters, bank and legal mail, other USPS mail | No | Yes, after Form 1583 is approved | | Magazines and catalogs | No | Yes | You may have seen older information saying magazines and catalogs are available to all members. That's no longer the case. They're part of VIP mail receiving. Packages (all members) If you order from an online store and it ships to your ForwardMe address with your suite number, you don't need to do anything else. We log the package into your account and email you when it's there. Mail and letters (VIP members) Receiving US mail on someone's behalf requires written authorization under US federal regulations. This isn't a ForwardMe rule. It applies to every mail forwarding company in the US. The authorization is USPS Form 1583 (Application for Delivery of Mail Through Agent). How to activate mail receiving 1. Download USPS Form 1583 from the USPS website. 2. Fill it in and have it notarized. You must sign it in front of a licensed notary. Many banks and online notary services offer this. 3. Prepare two forms of ID, for example a passport, a national ID card or a driver's license. Check the form's instructions for the IDs it accepts. 4. Send the notarized form and copies of your IDs to our support team. 5. Wait for our confirmation. We review your documents and let you know when mail receiving is active. We can't accept mail on your behalf before then. Not a VIP member? You can upgrade at any time. Compare plans and benefits on our membership page. Common questions Can I have magazines sent to my address on a Free or Premium plan? No. Magazines and catalogs are part of VIP mail receiving. I'm a VIP member. Can I receive letters right away? Not yet. Mail receiving starts after we approve your notarized USPS Form 1583. Why do I need a notarized form? US federal regulations require written authorization before a company can receive mail for you. The notarized Form 1583 is that authorization. I'm on a Free plan. What happens if a letter is sent to my address? Letters and other mail are only received for VIP members with an approved Form 1583. If you're expecting important mail, upgrade to VIP and complete the form first, or contact our support team. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

What happens when your package arrives at our warehouse?

Short answer: When a package reaches our warehouse, we check it, match it to your suite number and log it into your account within 24 hours at the latest, usually the same day. We email you when it's there. Your free storage starts that day, and nothing ships until you create a shipment. Step by step: from delivery to your account 1. The carrier delivers to our warehouse. The carrier's tracking now shows "Delivered". That means the package reached our building, not that it's in your account yet. 2. We receive and check it. Our team opens and inspects the package, photographs it and makes sure it can be exported. See "Do you open my packages? Inspection and photos". 3. We match it to you. Your suite number on the label tells us whose package it is. 4. We log it into your account. This happens within 24 hours at the latest, usually the same day. 5. We email you. The package now appears in your account, ready for your next step. Warehouse working hours | Warehouse | Working hours | Weekends | |---|---|---| | US (Delaware) | 09:00–17:00 EST | Closed | | Turkey | Weekdays, 09:00–17:00 Turkey time | Closed | A package delivered late in the day or over the weekend is logged on the next working day. If your suite number was missing Without a suite number, a package may be logged to an "Unknown" account instead of yours. That causes delays, but there's no fee to match it to you. To help us find it quickly, add the tracking number and a short description of the contents under Expected Packages in your account. Tip: add every order to Expected Packages when you place it. We can then match your package quickly, even if something goes wrong with the label. Free storage by plan Your free storage starts on the day we log the package into your account. | Plan | Free storage | Paid grace period (daily fee) | Disposal | |---|---|---|---| | Free | Days 1–15 | Days 16–45 | Day 45 | | Premium | Days 1–45 | Days 46–75 | Day 75 | | VIP | Days 1–120 | Days 121–150 | Day 150 | After your free storage ends, a 30-day grace period with a daily storage fee begins. If the package still hasn't shipped at the end of it, we dispose of it. Disposal itself is free of charge. See "Free storage periods and storage fees" for the details, and our membership page to compare plans. What to do next Once your package is in your account, you decide when and how it ships: 1. Add your delivery address to your Address Book, if you haven't yet. 2. Select the package (marked Action Required) and fill in the customs declaration. 3. Add any extras, or ask us to consolidate it with other packages. Consolidation takes 2 business days. 4. Mark it Ready to Ship, choose a shipping option and pay. If our team flags an item that can't be shipped, we review it within 1–2 days and contact you with your options. See "Restricted and prohibited items: what we can ship and what happens if a package is flagged". Common questions The carrier says delivered, but I can't see my package. Why? We still need to receive and log it, which takes up to 24 hours on working days. See "My package shows as delivered but isn't in my account yet". Will you ship my package as soon as it arrives? No. We hold it until you create a shipment, so you can wait for other packages first. When does my free storage start? On the day we log the package into your account, not the day the carrier delivered it. Is there a fee if I forgot my suite number? No. Add the tracking number and contents under Expected Packages so we can match it quickly. Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

When a courier can't deliver a package to our warehouse

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: 1. We contact you and tell you what the courier is asking for. 2. You approve and pay the amount. 3. 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].

Do you open my packages? Inspection and photos

Short answer: Yes. We open and inspect every package that arrives at our warehouse. We photograph the outer box, the shipping label and the items inside and keep them on record, at no charge. If you'd like extra photos, you can place a Photo Request from your account ($5 on Free, $2 on Premium, free on VIP). Every package is opened and inspected Why we open every package Inspection is a standard part of receiving, not a sign that something is wrong with your order. It helps us: - Make sure everything can be exported. Some items can't leave our warehouse, such as perfume, other flammable products, and loose batteries or power banks. Checking the contents lets us catch them before your shipment is on its way. - Match the package to you. We confirm whose package it is from the suite number on the label. - Support an accurate customs declaration. Knowing what's actually in the box helps make sure what ships matches what's declared. What happens during inspection 1. We open the package after the carrier delivers it to our warehouse. 2. We check the contents to make sure they can be exported. 3. We take photos of the outer box, the shipping label and the items. There's no charge for this, and the photos are available on the package's detail page in your account. We don't provide video of the unboxing. 4. We log the package into your account. This happens within 24 hours at the latest, usually the same day, and we email you when it's there. If our team flags an item that can't be shipped, we review it within 1–2 days and contact you with your options. See "Restricted and prohibited items: what we can ship and what happens if a package is flagged". Free photos vs a Photo Request | | What it covers | Cost | |---|---|---| | Standard inspection photos | Outer box, shipping label and items, taken for every package | Free | | Photo Request | Extra photos you ask for from your account | $5 on Free · $2 on Premium · free on VIP | A Photo Request is useful when you want a closer look before you ship, for example to check the color, size or condition of an item you bought. If your suite number was missing Without a suite number, we can't match the package to you right away, and it may be logged to an "Unknown" account, which causes delays. There's no fee to match it. Add the tracking number and a short description of the contents under Expected Packages so we can find it quickly. See "What happens when your package arrives at our warehouse?" Common questions Can I ask you not to open my package? No. Every package is opened and inspected. It's how we make sure your shipment can be exported and matches its declaration. Is there a fee for the inspection or the standard photos? No. Opening, inspecting and photographing each package is free. How do I get more photos of an item? Place a Photo Request from your account. It costs $5 on the Free plan, $2 on Premium, and free on VIP. Something in my package looks wrong or is missing. What should I do? Contact our support team with the package details, and we'll look into it for you. Will you repack my items after inspection? Not automatically. If you'd like a smaller box or want to take an item out, see "Repacking and removing items". Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

Amazon deliveries and one-time delivery codes

Short answer: If Amazon asks for a one-time delivery code, send it to our support team so we can give it to the driver. Amazon makes 3 delivery attempts, and if you forget to send the code, we contact you. Getting a one-time delivery code to us Why Amazon asks for a code For some orders, Amazon asks for a one-time delivery code before the driver hands the package over. The code is sent to you as the Amazon account holder, usually through your Amazon account, app or email. It isn't sent to us, so we need you to pass it on. Carriers can deliver to our Delaware and Turkey addresses on every plan, so an Amazon order can come to us like any other delivery. The code step is simply an extra check on Amazon's side. How to get the code to us 1. Watch for the code. Check your Amazon account or the Amazon app on the day of delivery. 2. Send it to our support team at [email protected]. Include the code and the Amazon tracking number or order details so we can match it to the right package. 3. We give the code to the driver when the delivery arrives, and the package is received as usual. It helps to send the code as soon as you have it. Our US warehouse works 09:00–17:00 EST on weekdays, and our support team works weekdays from 09:00 to 17:00 ET. If you forget to send the code Don't worry. Amazon makes 3 delivery attempts, and if we need a code you haven't sent, we contact you. Reply with the code as soon as you can so the next attempt can succeed. Make sure the package reaches your account The delivery code gets the package into our building. Your suite number is what gets it into your account. - Put your suite number in Address Line 2 when you add your ForwardMe address to Amazon. - Add the order under Expected Packages in your account, with the tracking number and a short description of the contents. A package without a suite number may be logged to an "Unknown" account, which causes delays. There's no fee to match it to you, but adding it under Expected Packages helps us find it quickly. Once the package is delivered, we log it into your account within 24 hours at the latest, usually the same day, and we email you. Common questions Can you get the code from Amazon yourselves? No. Amazon sends the code to you as the account holder, so please send it to our support team. What happens if I miss the first delivery attempt? Amazon makes 3 delivery attempts. If we need a code from you, we contact you, so reply with the code and the next attempt can go ahead. Do Amazon orders work on the Free plan? Yes. Carriers can deliver to our Delaware and Turkey addresses on every plan. Amazon says delivered, but I don't see the package in my account. We log packages 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 to add my suite number to the Amazon address. Add the tracking number and contents under Expected Packages so we can match the package to you, at no charge. See "What is a suite number and why does it matter?". Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

Can I pick up my package at the warehouse?

Short answer: No, we don't offer in-person pickup at our warehouses. To get your package, create a shipment to any address, including an address within the US. Why we don't offer pickup Our warehouses hold packages for many customers, and keeping them secure is a priority. For security reasons, only our team handles packages inside the warehouse, and every package leaves through a courier with tracking. That way each package has a clear record from the day it arrives to the day it's delivered. What you can do instead - Ship it to yourself. Create a shipment from your account and choose a courier at checkout. You can track it all the way to your door. - Ship it within the US. We offer domestic shipping within the US, so you can send a package to a friend, family member or your own address in another state. Our Delaware warehouse has no state sales tax, but if you ship to another state, you're responsible for any taxes that apply there. - Send it back to the seller. If you no longer want the item, you can return it. See "Returning a package to a US seller". Common questions I live near the warehouse. Can I come by and collect my package? No. Pickup isn't offered at either warehouse, but you can ship the package to a nearby address within the US. Can a friend collect it for me? No. Packages leave the warehouse only through a shipment you create in your account. You can ship it to your friend's address instead. Can I use my own carrier account or label to collect it? No. Your own labels and carrier accounts aren't supported. Choose a courier at checkout when you create a shipment. I don't want the item anymore. What are my options? You can send it back to the seller. A $10 handling fee applies, plus the courier cost if we provide the label. See "Returning a package to a US seller". Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].

If your package arrives damaged or something is missing

Short answer: If a package reaches our warehouse damaged, we mark it as damaged, photograph the damage and email you, and no shipment can be created for it. If something is missing from the box, compare our photos with the customs form and then contact our support team with the details. If the package is damaged Every package is opened and inspected when it arrives, so damage is normally spotted the same day it's logged. When it is: 1. We mark the package as damaged. This is visible in your account. 2. No shipment can be created for it. That's deliberate: we don't want a damaged box going out on an international leg where the problem would only get worse. 3. We email you so you know before you plan a shipment around it. 4. We photograph the damage. You can see those photos on the package detail page in your account. Open the package in your account, look at the photos and see how bad it is. Then contact our support team, tell us what you'd like to do, and we'll go through the options with you. The photos are also useful outside your account. If the damage happened before the package reached us, they're the evidence you'll want when you raise it with the seller or the carrier who delivered it. If an item is missing This one is harder, and it's worth being straight with you about why: we usually can't verify what was supposed to be in the box. Sellers often ship without an invoice or packing slip, so there's nothing at our end to check the contents against. Here's what to do: 1. Look at the photos we took. Every package is photographed during inspection, at no charge — the outer box, the shipping label and the items. See "Do you open my packages? Inspection and photos". 2. Check the customs form or any documentation on the box. Together with the photos, it's the best picture of what actually arrived. 3. Compare that with your order confirmation from the seller. 4. Contact our support team with the package details, your order confirmation and what you believe is missing. We'll look into it with you. If the outer box shows damage or signs of tampering, say so and point us to it. That changes the picture, and it's worth raising with the seller and the delivering carrier too. If it's a Personal Shopper item A Personal Shopper item that arrives wrong or damaged has its own reporting window: contact our support team within 7 days of the item being processed into your account. See "Cancelling a Personal Shopper order, seller cancellations and refunds". What about damage that happens after your shipment leaves us? That's a different situation, with a different process. If your shipment was damaged or lost on its way from our warehouse to you, read "Lost or damaged shipment: how to file a claim". Don't wait: the claim window is short, and evidence gathered on the day is worth far more than evidence gathered a week later. Common questions Where do I see the damage photos? On the package detail page for that package in your account. Why can't I create a shipment for my damaged package? Because a damaged box is marked as damaged in our system and blocked from shipping. Contact our support team so we can work out the best next step. An item is missing. Can you tell me what was in the box? We can show you what arrived, through the inspection photos and the customs form. What we usually can't confirm is what the seller put in, because there's often no invoice in the box. Should I contact the seller as well? If the damage or shortage happened before the package reached us, yes. Our photos and the arrival date are useful evidence to give them. My shipment arrived at my door damaged, not at your warehouse. Is this the same process? No. See "Lost or damaged shipment: how to file a claim". Still need help? Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].