What to Do If Your Package Is Lost or Damaged
If your shipment arrives damaged or goes missing, we are here to assist you with the claim process. As Forwardme acts as an intermediary with independent third-party insurance providers, we handle the submission on your behalf once you provide the necessary evidence to ensure your claim is processed effectively.
Step 1: Gather Required Documentation
To ensure a smooth approval process, the insurance provider requires specific documents. Please prepare the following:
- Proof of Value: An official purchase invoice or store receipt showing the price paid for the items.
- Photos of Damage (Required for Damage Claims):
- Clear photos of the damaged item. - - Photos of the internal packaging materials (bubble wrap, cushioning).
- - Photos of the external shipping box (all sides), showing any dents or tears.
- - A photo of the shipping label clearly visible on the box.
- Incident Description: A brief statement describing the condition of the package upon arrival or the details of the loss.
Step 2: Submit Your Request
Do not contact the carrier (FedEx, DHL, etc.) directly for insurance claims, as your coverage is provided through Forwardme and EasyPost.
- Contact Us: To initiate your request, please fill out our official Insurance Claim Form.
- Review Process: Once we receive your documents, Forwardme will validate them and submit the claim to the insurance provider on your behalf. Our independent third-party partners typically provide an initial review within 24 to 48 hours.
Step 3: Reimbursement & Payout
- Approval Time: Most claims are resolved within 30 business days after all evidence is submitted.
- Payout Method: Once approved, the claim amount will be credited to your Forwardme account or refunded to your original payment method, depending on the case.
🚨 Important Reminders
- Keep the Packaging: For damage claims, NEVER throw away the box or the packing materials until the claim is fully resolved. The insurance provider may request an inspection.
- Accurate Reporting: Ensure the description matches the photos provided. Inconsistencies can lead to a rejection of the claim.