Frequently asked questions

• Why We No Longer Use Bubble Wrap for Our Packaging

  We have transitioned away from using bubble wrap to embrace more sustainable and eco-friendly packaging solutions. Our new packaging materials, such as Gaemi paper and honeycomb paper, are biodegradable and recyclable, reducing plastic waste and environmental impact. These materials provide excellent protection for your products while aligning with our commitment to sustainability. By making this switch, we aim to contribute to a healthier planet and inspire others to adopt greener practices.

  

   

  If you have further questions please contact Customer Experience Team. 

• Understanding USPS Package Tracking and Delivery Delays at US Warehouse

  Q1: Why does my USPS package show as "delivered," but it's not at your warehouse?

  A: When your USPS package is marked as "delivered," it means it has been handed over to the USPS delivery driver. However, it does not necessarily indicate that the package has reached our warehouse facilities.

  Q2: Why might there be a delay between USPS marking the package as delivered and its arrival at your warehouse?

  A: USPS parcels are typically scanned at the mail facility upon receipt, but they may not always be scanned upon actual delivery to our warehouse. This can result in a delay between the package being marked as delivered and its actual arrival at our facility.

  Q3: How long is the expected delay between USPS marking the package as delivered and its arrival at your warehouse?

  A: Based on our observations, we anticipate a potential delay of up to 3-5 days between USPS indicating that the package is delivered and it actually being received at our warehouse.

  Q4: What should I do if there's a delay in my package reaching the warehouse after being marked as delivered by USPS?

  A: If you have any concerns or questions about the status of your order, please reach out to our customer experience team. They will be happy to assist you and provide necessary information.

  Q5: Can I track my package during this delay period?

  A: While the package may not be immediately trackable at our warehouse during the delay, you can still use the USPS tracking system. If you have specific concerns, our customer experience team can provide additional assistance.

  Q6: How can I contact the customer experience team with my concerns?

  A: For any questions or concerns about your orde email us at info@forward2me.com

  Note: Delays between USPS marking a package as delivered and its arrival at our warehouse are not uncommon. We appreciate your understanding, and our customer experience team is here to help address any issues that may arise.

   

   
• What is my Customer ID number?

  Your Forward2me unique customer ID number is a personalized identifier assigned to you when you create an account. You can find it by logging into your Forward2me account and navigating to your Profile > Warehouses Addresses or Dashboards. Typically, it's the 5 or 6 digits listed on the first line of your address.

  

  We handle a high volume of packages daily, and your customer ID helps us accurately identify and process your shipments. Packages without this ID may be set aside for additional verification.

  To ensure efficient processing, please include your unique customer ID on each package. A fee of £3 will be added to your final invoice for packages lacking an ID, compensating for the extra time required for identification. Providing your ID will exempt your package from this fee.

  If you need further assistance locating your unique customer ID number, please contact our customer experience team.

• Can you ship Cosmetics / Medical Items to Spain?

  Cosmetics / Medical Items imports to Spain and Canary Islands are strictly forbidden without exception, and customs officials will not grant any exemptions. Shipments of Cosmetics / Medical items to individuals are also not allowed and will be rejected, with the possibility of being sent back to the country or region of origin. Refused shipments may be subject to a return charges and it is the customer's responsibility to cover these fees if this occurs.

  We are unable to ship these items from our UK warehouse, UK tax-free warehouse, Japan, and US warehouses.

  If you have further questions please contact our Customer Experience team.