Missing and Lost Packages
In the case of a lost or damaged package please access your account to file a claim. False claims will be charged minimum $5 plus ForwardMe's investigation expenses. All claims for lost or damaged packages must be reported to ForwardMe within 10 days otherwise they will be automatically denied. Packages are insured by combination of carrier shipping insurance and ForwardMe's private insurance.
Claims regarding loss where the carrier's tracking records have the shipment marked as delivered will not be honored, unless documentation from the carrier is provided, which acknowledges a mistake in the tracking information, or if adequate proof is provided to support theft or mishandling.
Claims regarding loss or damage where the shipment is signed for will not be honored, unless adequate proof is provided to support theft or mishandling.
For claims regarding damage, ForwardMe may request for the item to be examined and a repair quote to be issued and submitted to ForwardMe for review. If the repair service is able to restore the item to its intended condition, ForwardMe may choose to settle the claim for the value of the repair, rather than the full value of the item.
For claims regarding theft, stolen property or misdelivery, ForwardMe requires (a) signature-required delivery for those shipments valued at five hundred dollars ($500) or greater and (b) valid tangible documentation and/or evidence for any claims exceeding five hundred dollars ($500). Such valid documentation and/or evidence may include, without limitation: (i) written acknowledgement of such theft, stolen property or misdelivery from the respective carrier; (ii) video footage, (iii) police report and/or (iv) other documentation and evidence. ForwardMe will not accept any claims for theft, stolen property or misdelivery where there is a valid signature from customer, or a customer representative, acknowledging receipt of a shipment.
A maximum of 3 claims per 24 month period are allowed. Insurance is not available for Airmail Economy. Insurance for packages lost in the warehouse or lost during shipping will be valued based on the completed customs declaration. You may be asked to submit additional information detailing item contents and/or value of the merchandise during the claims process.