Terms and Conditions

These Terms govern

  • the use of this Website, and,
  • any other related Agreement or legal relationship with the ForwardMe in a legally binding way. Capitalized words are defined in the relevant dedicated section of this document.

The User must read this document carefully.

This Website is provided by:

ForwardMe - 25 Continental Dr. Unit C Wayne, NJ 07470 Contact: [email protected]

Information about this Website

ForwardMe offers package and mail forwarding services along with package consolidation services from the U.S. to other countries throughout the world. When you sign up for an account you will receive a U.S. address and suite number where you can receive your packages. When ForwardMe receives a package addressed to you, we will notify you and post the package on your ForwardMe Account landing page. After you've utilized the services available with your new account, completed the customs forms and selected your shipping, we will send the package on to your address in your home country in accordance with your instructions. ForwardMe offers three different types of accounts: A Free Account, Premium, and VIP membership with options for an annual fee or month-to-month invoicing. With a Free Account, your shipment will be sent to you in the same package that we receive. With a Premium, and VIP memberships, we can, upon your request, consolidate multiple packages into a new box, saving you substantially on your international shipping costs.

What the User should know at a glance

  • Please note that some provisions in these Terms may only apply to certain categories of Users. In particular, certain provisions may only apply to Consumers or to those Users that do not qualify as Consumers. Such limitations are always explicitly mentioned within each affected clause. In the absence of any such mention, clauses apply to all Users.
  • The right of withdrawal only applies to European Consumers. The right of withdrawal, also commonly called the right of cancellation in the UK, is consistently referred to as “the right of withdrawal” within this document.
  • Usage of this Website and the Service is age restricted: to access and use this Website and its Service the User must be an adult under applicable law.

TERMS OF USE

Unless otherwise specified, the terms of use detailed in this section apply generally when using this Website.

Single or additional conditions of use or access may apply in specific scenarios and in such cases are additionally indicated within this document.

By using this Website, Users confirm to meet the following requirements:

  • There are no restrictions for Users in terms of being Consumers or Business Users;
  • Users must be recognized as adult by applicable law;
  • Users aren’t located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a “terrorist-supporting” country;
  • Users aren’t listed on any U.S. Government list of prohibited or restricted parties;

Account registration

To use the Service Users must register or create a User account, providing all required data or information in a complete and truthful manner.Failure to do so will cause unavailability of the Service.

Users are responsible for keeping their login credentials confidential and safe. For this reason, Users are also required to choose passwords that meet the highest standards of strength permitted by this Website.

By registering, Users agree to be fully responsible for all activities that occur under their username and password. Users are required to immediately and unambiguously inform the ForwardMe via the contact details indicated in this document, if they think their personal information, including but not limited to User accounts, access credentials or personal data, have been violated, unduly disclosed or stolen.

Account termination

Users can terminate their account and stop using the Service at any time by doing the following:

  • By directly contacting the ForwardMe at the contact details provided in this document.

Account suspension and deletion

The ForwardMe reserves the right, at its sole discretion, to suspend or delete at any time and without notice, User accounts which it deems inappropriate, offensive or in violation of these Terms.

The suspension or deletion of User accounts shall not entitle Users to any claims for compensation, damages or reimbursement.

The suspension or deletion of accounts due to causes attributable to the User does not exempt the User from paying any applicable fees or prices.

Account Verification

After registering an account with ForwardMe, you may be asked to submit various forms of identification, as set forth on your ForwardMe account settings page. These forms of identification may include a driver's license, passport, utility bills and a US Postal Service Form 1583.

Security Hold

Occasionally discrepancies or other problems with an account status or payments arise that cause us to put a security hold on the account. While on security hold, you may still incur expenses on the account, including but not limited to, applicable membership fees, package processing fees and shipping expenses. We will keep you informed of the status of the security hold and let you know how you can help us resolve any holds associated to your account.

Dormant Accounts

Accounts with inactivity of greater than 2 years will be deemed dormant or abandoned. Account balances for dormant or abandoned accounts will be forfeited and your account closed. You may have your account balance refunded at any time prior to 2 years of inactivity.

Content on this Website

Unless where otherwise specified or clearly recognizable, all content available on this Website is owned or provided by the ForwardMe or its licensors.

The ForwardMe undertakes its utmost effort to ensure that the content provided on this Website infringes no applicable legal provisions or third-party rights. However, it may not always be possible to achieve such a result.

In such cases, without prejudice to any legal prerogatives of Users to enforce their rights, Users are kindly asked to preferably report related complaints using the contact details provided in this document.

Access to external resources

Through this Website Users may have access to external resources provided by third parties. Users acknowledge and accept that the ForwardMe has no control over such resources and is therefore not responsible for their content and availability.

Conditions applicable to any resources provided by third parties, including those applicable to any possible grant of rights in content, result from each such third parties’ terms and conditions or, in the absence of those, applicable statutory law.

Acceptable use

This Website and the Service may only be used within the scope of what they are provided for, under these Terms and applicable law.

Users are solely responsible for making sure that their use of this Website and/or the Service violates no applicable law, regulations or third-party rights.

Therefore, the ForwardMe reserves the right to take any appropriate measure to protect its legitimate interests including by denying Users access to this Website or the Service, terminating contracts, reporting any misconduct performed through this Website or the Service to the competent authorities – such as judicial or administrative authorities - whenever Users engage or are suspected to engage in any of the following activities:

  • violate laws, regulations and/or these Terms;
  • infringe any third-party rights;
  • considerably impair the ForwardMe’s legitimate interests;
  • offend the ForwardMe or any third party.

TERMS AND CONDITIONS OF SALE

Paid Products

Some of the Products provided on this Website, as part of the Service, are provided on the basis of payment.

The fees, duration and conditions applicable to the purchase of such Products are described below and in the dedicated sections of this Website.

Product description

Prices, descriptions or availability of Products are outlined in the respective sections of this Website and are subject to change without notice.

While Products on this Website are presented with the greatest accuracy technically possible, representation on this Website through any means (including, as the case may be, graphic material, images, colors, sounds) is for reference only and implies no warranty as to the characteristics of the purchased Product.

The characteristics of the chosen Product will be outlined during the purchasing process.

Purchasing process

Any steps taken from choosing a Product to order submission form part of the purchasing process. The purchasing process includes these steps:

  • By clicking on the checkout button, Users open the Stripe checkout section, wherein they will have to specify their contact details and a payment method of their choice.
  • After providing all the required information, Users must carefully review the order and, subsequently, confirm and submit it by using the relevant button or mechanism on this Website, hereby accepting these Terms and committing to pay the agreed-upon price.

Order submission

When the User submits an order, the following applies:

  • The submission of an order determines contract conclusion and therefore creates for the User the obligation to pay the price, taxes and possible further fees and expenses, as specified on the order page.
  • In case the purchased Product requires active input from the User, such as the provision of personal information or data, specifications or special wishes, the order submission creates an obligation for the User to cooperate accordingly.
  • Upon submission of the order, Users will receive a receipt confirming that the order has been received.

All notifications related to the described purchasing process shall be sent to the email address provided by the User for such purposes.

Prices

Users are informed during the purchasing process and before order submission, about any fees, taxes and costs (including, if any, delivery costs) that they will be charged.

Prices on this Website are displayed:

  • either exclusive or inclusive of any applicable fees, taxes and costs, depending on the section the User is browsing.

Methods of payment

Information related to accepted payment methods are made available during the purchasing process.

Some payment methods may only be available subject to additional conditions or fees. In such cases related information can be found in the dedicated section of this Website.

All payments are independently processed through third-party services. Therefore, this Website does not collect any payment information – such as credit card details – but only receives a notification once the payment has been successfully completed.

If a payment through the available methods fails or is refused by the payment service provider, the ForwardMe shall be under no obligation to fulfill the purchase order. Any possible costs or fees resulting from the failed or refused payment shall be borne by the User.

Refunds

Payments for Premium, and VIP membership fees are not refundable. Payment for deposit or postage not applied to a mailout request is refundable. We charge a $5 administrative fee per each individual payment/order refunded plus the cost of the refund (for example bank fee for wire transfer). ForwardMe will charge a fee for every charge-back/payment reversal on customer account. Chargeback/reversal fee for PayPal payments is $20 and chargeback/reversal fee on credit card payments is $35.

ForwardMe also charges 4.3% of the refund amount in addition to the administrative fee on all refunds.

Addresses

Each package sent to ForwardMe must be addressed correctly. Your correct name and ForwardMe mailbox/suite number must be written on each package. If a package arrives with an incorrect or incomplete address (for example missing mailbox number or an unknown or misspelled name), ForwardMe will try to determine whom it belongs to.

If ForwardMe is able to determine the owner of the package, it will be entered in to the correct mailbox and we will charge an $5 address correction fee. If the owner cannot be determined and a claim with tracking information is not provided within 30 days of the package's arrival, the package will be disposed of at the sole discretion of ForwardMe.

Storage

Free accounts receive 30 days of free storage. Premium Memberships receive 60, VIP Memberships receive 120 days of free storage depending on their membership level. If a package needs to be stored longer than the allotted time, you may purchase up to 28 extra days of storage. If you do not purchase the extra days when your package storage time expires, the package will be consider abandoned and will be disposed immediately.

If a package is consolidated/combined with another package(s), the storage time limit will be based on the date of the first/oldest package arrival. Adding a package to a consolidated/combined package will not reset the storage time.

Abandoned Packages

If we receive a package but do not receive the required fees and documents from you within 30 days, we will deem the package to be abandoned. ForwardMe will dispose of abandoned packages.

Oversized Packages

Oversized packages are any package over the size or weight limits set forth in the ForwardMe calculator and the specified carrier. Oversized packages are required to be divided, reduced, disposed of or returned to the sender if such packages are beyond the limits of the ForwardMe calculator and the specified carrier.

Photographs of Packages

Upon your request, ForwardMe will open and photograph the contents of a package, allowing you to confirm the merchandise is correct and in good condition before requesting mailout.

Consolidation

ForwardMe is not responsible for items missing from a consolidated package without proof that the missing item was received by us. Accordingly, we strongly urge you to submit a special request for ForwardMe to check and photograph the contents of each package upon arrival and again during consolidation to allow you to confirm that all expected items are accounted for. All photo requests need to be requested prior to consolidation.

Consolidation of packages will not reset the storage time. Storage will be based on the first/oldest package to arrive at ForwardMe in the consolidation.

Unless you request otherwise, we will remove all catalogs during consolidation. Catalogs add to shipping costs, and most customers want them removed.

Unclaimed Packages

Carriers may choose to dispose of a package;

  • in the event they are unable to contact you via text or email after multiple unsuccessful delivery attempts
  • you are unwilling to pay all required fees, duties, and taxes
To ensure the carrier is able to contact you for delivery, please ensure your email and cellphone number are up-to-date in your ForwardMe's account.

Package Refusal/Return to Sender

We are not able to refuse receipt of packages from carriers. Packages can be returned to vendors after they are processed into your account via a special request which has a nominal fee.

Fraud Prevention

ForwardMe is continually working to prevent any type of fraudulent activity. We leverage third party tools to prevent payment fraud, various industry standards to protect your account information and may, at any time, update our methods and tools. We also require that all items you send to our facilities have been purchased by you and paid for in full. If we are notified that fraudulent activity has been detected in any fashion, we reserve the right to refuse shipment until such time the seller has verified the transaction or as we otherwise determine in our sole discretion.

Please send any suspected fraud inquiries to [email protected] withAttn: Fraud Alert in the subject line

USA Export Regulations

ForwardMe Customers must export products from the United States in accordance with all applicable United States export control laws and regulations including regulations administered by the U.S. Department of Commerce, U.S. Department of State, and the U.S. Department of Treasury, U.S. Customs and Border Patrol, and Department of Homeland Security. As a customer of ForwardMe you agree not to export, re-export, or transship these commodities to any country that the United States has imposed an embargo or trade sanction upon, including but not limited to Cuba, Iran, Iraq, North Korea, Somalia and Sudan or any destination for which United States requires an export license without first obtaining such license(s). Diversion of these commodities contrary to the United States law is prohibited. Any and all export license requirements are the sole responsibility of the individual and/or entity in contractual agreement with ForwardMe.

ForwardMe does not ship weapons (including items that assist in the functionality or manufacturing of firearms/ammunition or replicas of such items) or narcotics or other prohibited items. In addition, certain items may require special permissions or documentation or may be prohibited by your destination address or country. It is your responsibility to know these restrictions. In an effort to uphold our customs compliance standards, ForwardMe's prohibited and restricted items list may be more expansive than individual country or carrier laws.

You can find a listing of the prohibited items at FAQ, or Prohibited Items. ForwardMe cooperates with law enforcement agencies to ensure that prohibited items are not shipped via ForwardMe. This includes the routine inspection by law enforcement agencies of ForwardMe's facilities and its Customers' packages. By entering into this agreement you accept and agree to routine inspections of your packages by law enforcement agencies.

If your package is found to contain prohibited items, you agree that the contents of your package may be seized and confiscated by law enforcement or ForwardMe. If prohibited items are found in your packages as determined by law enforcement or ForwardMe, your account will be placed on hold, and any additional packages within your suite may also be inspected and confiscated

Authorization for future PayPal payment

If Users authorize the PayPal feature which allows future purchases, this Website will store an identification code linked to the Users’ PayPal account. This will authorize this Website to automatically process payments for future purchases or recurring installments of past purchases.

This authorization can be revoked at any time, either by contacting the ForwardMe or by changing the user settings offered by PayPal.

Retention of usage rights

Users do not acquire any rights to use the purchased Product until the total purchase price is received by the ForwardMe.

Delivery

Performance of services

The purchased service shall be performed or made available within the timeframe specified on this Website or as communicated before the order submission.

User rights

Right of withdrawal

Unless exceptions apply, the User may be eligible to withdraw from the contract within the period specified below (generally 14 days), for any reason and without justification. Users can learn more about the withdrawal conditions within this section.

Who the right of withdrawal applies to

Unless any applicable exception is mentioned below, Users who are European Consumers are granted a statutory cancellation right under EU rules, to withdraw from contracts entered into online (distance contracts) within the specified period applicable to their case, for any reason and without justification.

Users that do not fit this qualification, cannot benefit from the rights described in this section.

Liability and indemnification

Import and Export Documentation

The customer is responsible for determining and following the regulations for their shipments, including all customs requirements of the destination country.

ForwardMe does not guarantee delivery of packages that do not comply with U.S. export regulations or the import regulations of the country to which they are sent.

You are responsible for the accuracy of all customs declarations and documentation and for all customs duties in the destination country. Any such duties or charges are in addition to the fees earned by ForwardMe for its package/mail forwarding service.

You acknowledge that you have a duty to and are solely liable for providing all information required by the laws of the country that is the final destination of your package and the laws and regulations of the United States, including without limitation, information required by 15 CFR Sec. 30 and that you are responsible for maintaining all records as required under any applicable customs or other government agency laws.

ForwardMe assumes no responsibility to act as a record-keeper or record-keeping agent for you or the US Principle Party in Interest (USPPI). You are responsible to supply to ForwardMe all information regarding the USPPI, including its name and employer identification number (EIN), and the ECCN, Schedule B classification and all other information required under a routed export transaction as described in Title 15, Code of Federal Regulations, Part 30, the Foreign Trade Statistics Regulations (FTSR).

Shipping

ForwardMe ships only by the shipping methods offered in the shipping calculator shown on ForwardMe.com. ForwardMe is not responsible for the actual shipping service that is chosen by you. All terms and conditions of the selected shipping service (USPS, DHL, FedEx, Aramex, UPS etc.) apply to you. You are responsible for assuring that the shipping of your package is not restricted by its contents, size or volume.

ForwardMe does not accept prepaid labels for shipping, with the exception of returns to the original shipper or merchant.

ForwardMe does not ship packages to other package forwarders.

You authorize ForwardMe to open packages if there is a suspicion about content of the package (illegal goods) or any practical reason.

Any problems associated with a received package must be reported within 10 days of delivery.

Other Rules

You agree to comply with all laws and regulations applicable to your access and use of ForwardMe.com. You may not harvest personal data (including email addresses) from ForwardMe.com, and specifically you may not use email addresses displayed on our sites to ask users to join or contribute to your services. We have the right to investigate and prosecute violations of any of the above to the fullest extent of the law. We may involve and cooperate with law enforcement authorities in prosecuting users who violate the terms of this Agreement.

You acknowledge that ForwardMe has no obligation to monitor your access to or use of ForwardMe.com, but has the right to do so for the purpose of operating ForwardMe.com, to ensure your compliance with this Agreement, or to comply with applicable law or the order or requirement of a court, administrative agency or other governmental body. Unless we explicitly agree otherwise in writing, you may not use any automated means (such as scripts) to access ForwardMe.com or collect information from it.

Problems with Delivery to the ForwardMe Facility

You are responsible for confirming that the package that the contents of the package that arrived in our warehouse is what you ordered from the merchant. ForwardMe provides photos of outside of each incoming package so you can ascertain if the correct package is received and whether or not the address and tracking number are accurate.

ForwardMe will close accounts of customers who fill out customs forms and ask us to mail out packages that were checked into their suite in error and belong to a different customer. In the event of a shipping error, you agree to immediately notify ForwardMe so that the error can be corrected.

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.

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.

Delays

Sometimes ForwardMe needs more time to locate your package in our warehouse. ForwardMe cannot offer any additional compensation for the delay in locating and process of your package. . If we send a package to an address not listed on your account, we will do everything we can to get the package to the correct address. We will cover the cost of shipping and handling, but we will not compensate for delays or inconvenience. If we cannot get package to the correct person we will compensate for the content, our fees and postage.

Australian Users

Limitation of liability

Nothing in these Terms excludes, restricts or modifies any guarantee, condition, warranty, right or remedy which the User may have under the Competition and Consumer Act 2010 (Cth) or any similar State and Territory legislation and which cannot be excluded, restricted or modified (non-excludable right). To the fullest extent permitted by law, our liability to the User, including liability for a breach of a non-excludable right and liability which is not otherwise excluded under these Terms of Use, is limited, at the ForwardMe’s sole discretion, to the re-performance of the services or the payment of the cost of having the services supplied again.

Personal Shopper

ForwardMe can assist you to purchase products in the US. However, we are not responsible for quality of the goods, warranties, delivery issues, back up orders, etc. ForwardMe is not responsible if the purchase cannot be made for any reason. For more information on Personal Shopper process please see this link: https://www.forwardme.com/personal-shopper/

Personal Shopper Fees

  • Personal Shopper Fee: $8.5 per 10 items
  • Processing fee: 7% of total order
  • ForwardMe Commission: 4% of total order

Common provisions

No Waiver

The ForwardMe’s failure to assert any right or provision under these Terms shall not constitute a waiver of any such right or provision. No waiver shall be considered a further or continuing waiver of such term or any other term.

Service interruption

To ensure the best possible service level, the ForwardMe reserves the right to interrupt the Service for maintenance, system updates or any other changes, informing the Users appropriately.

Within the limits of law, the ForwardMe may also decide to suspend or terminate the Service altogether. If the Service is terminated, the ForwardMe will cooperate with Users to enable them to withdraw Personal Data or information in accordance with applicable law.

Additionally, the Service might not be available due to reasons outside the ForwardMe’s reasonable control, such as “force majeure” (eg. labor actions, infrastructural breakdowns or blackouts etc).

Service reselling

Users may not reproduce, duplicate, copy, sell, resell or exploit any portion of this Website and of its Service without the ForwardMe’s express prior written permission, granted either directly or through a legitimate reselling programme.

Privacy policy

To learn more about the use of their Personal Data, Users may refer to the privacy policy of this Website.

Intellectual property rights

Without prejudice to any more specific provision of these Terms, any intellectual property rights, such as copyrights, trademark rights, patent rights and design rights related to this Website are the exclusive property of the ForwardMe or its licensors and are subject to the protection granted by applicable laws or international treaties relating to intellectual property.

All trademarks — nominal or figurative — and all other marks, trade names, service marks, word marks, illustrations, images, or logos appearing in connection with this Website are, and remain, the exclusive property of the ForwardMe or its licensors and are subject to the protection granted by applicable laws or international treaties related to intellectual property.

Changes to these Terms

The ForwardMe reserves the right to amend or otherwise modify these Terms at any time. In such cases, the ForwardMe will appropriately inform the User of these changes.

Such changes will only affect the relationship with the User for the future.

The continued use of the Service will signify the User’s acceptance of the revised Terms. If Users do not wish to be bound by the changes, they must stop using the Service. Failure to accept the revised Terms, may entitle either party to terminate the Agreement.

The applicable previous version will govern the relationship prior to the User's acceptance. The User can obtain any previous version from the ForwardMe.

If required by applicable law, the ForwardMe will specify the date by which the modified Terms will enter into force.

Assignment of contract

The ForwardMe reserves the right to transfer, assign, dispose of by novation, or subcontract any or all rights or obligations under these Terms, taking the User’s legitimate interests into account. Provisions regarding changes of these Terms will apply accordingly.

Users may not assign or transfer their rights or obligations under these Terms in any way, without the written permission of the ForwardMe.

Contacts

All communications relating to the use of this Website must be sent using the contact information stated in this document.

Severability

Should any provision of these Terms be deemed or become invalid or unenforceable under applicable law, the invalidity or unenforceability of such provision shall not affect the validity of the remaining provisions, which shall remain in full force and effect.

US Users

Any such invalid or unenforceable provision will be interpreted, construed and reformed to the extent reasonably required to render it valid, enforceable and consistent with its original intent. These Terms constitute the entire Agreement between Users and the ForwardMe with respect to the subject matter hereof, and supersede all other communications, including but not limited to all prior agreements, between the parties with respect to such subject matter. These Terms will be enforced to the fullest extent permitted by law.

EU Users

Should any provision of these Terms be or be deemed void, invalid or unenforceable, the parties shall do their best to find, in an amicable way, an agreement on valid and enforceable provisions thereby substituting the void, invalid or unenforceable parts.

In case of failure to do so, the void, invalid or unenforceable provisions shall be replaced by the applicable statutory provisions, if so permitted or stated under the applicable law.

Without prejudice to the above, the nullity, invalidity or the impossibility to enforce a particular provision of these Terms shall not nullify the entire Agreement, unless the severed provisions are essential to the Agreement, or of such importance that the parties would not have entered into the contract if they had known that the provision would not be valid, or in cases where the remaining provisions would translate into an unacceptable hardship on any of the parties.

Governing law

These Terms are governed by the law of the place where the ForwardMe is based, as disclosed in the relevant section of this document, without regard to conflict of laws principles.

Exception for European Consumers

However, regardless of the above, if the User qualifies as a European Consumer and has their habitual residence in a country where the law provides for a higher consumer protection standard, such higher standards shall prevail.

Venue of jurisdiction

The exclusive competence to decide on any controversy resulting from or connected to these Terms lies with the courts of the place where the ForwardMe is based, as displayed in the relevant section of this document.

Exception for European Consumers

The above does not apply to any Users that qualify as European Consumers, nor to Consumers based in Switzerland, Norway or Iceland.

Dispute resolution

Amicable dispute resolution

Users may bring any disputes to the ForwardMe who will try to resolve them amicably.

While Users' right to take legal action shall always remain unaffected, in the event of any controversy regarding the use of this Website or the Service, Users are kindly asked to contact the ForwardMe at the contact details provided in this document.

The User may submit the complaint including a brief description and if applicable, the details of the related order, purchase, or account, to the ForwardMe’s email address specified in this document.

The ForwardMe will process the complaint without undue delay and within 21 days of receiving it.

Online dispute resolution for Consumers

The European Commission has established an online platform for alternative dispute resolutions that facilitates an out-of-court method for solving any dispute related to and stemming from online sale and service contracts.

As a result, any European Consumer can use such platform for resolving any dispute stemming from contracts which have been entered into online. The platform is available at the following link.