forward2me support

Search

Categories

USPS Package Marked as "Delivered," but Not at Our Warehouse?

🔍 Common Questions & Answers
Q1: Why does my USPS package show as "delivered", but it's not at your warehouse?
USPS marks every package as "delivered" before it even arrives at the final USPS distribution center. This is true without exception. This means for every USPS package addressed to forward2me, there is a period when the package shows as delivered by USPS, but forward2me has not yet received it. Effectively, the package is in limbo without any visibility from forward2me, USPS or the original retailer.
Q2: Why is there a delay with USPS packages?
Limitations in technology, manpower, and vehicle capacity mean USPS scans packages and marks them as delivered when they are still at the central sorting office further back in their network. USPS never scans at our delivery address, everything is simply unloaded from their vehicles without an accurate delivery record. This means USPS delivery information is inaccurate in 100% of cases.
Q3: How long is the delay with USPS packages?
The delay is typically 3-5 days but often exceeds a week during peak times or when they are experiencing staffing issues. With all other couriers, every package is entered into our system the same day the courier system shows delivery, excluding weekends and holidays. The only exceptions would be 1 or 2 days per year at peak volume.
Q4: What should I do if my package is delayed?
If your USPS package hasn’t appeared in your account after 5 days, you are welcome to contact our customer team. Before we initiate a search it is essential you provide the original purchase invoice from the retailer so we know exactly what we are looking for. Additionally we need the USPS tracking number that shows delivered status, including the date. Without this information we are not able to search. We can not initiate searches for packages without tracking numbers so it is essential to select a tracked service.
Q5: What is forward2me doing about this?
First it is important to understand USPS is a huge organisation with many issues, ranging from staff shortages to delivery vehicle shortages. forward2me and the original retailer have no control over this. We have friendly relations with USPS staff including distribution center maangement but they are not in a position to discuss or locate any individual package. We have raised this issue with USPS management and the Postmaster but the issue remains ongoing.
Q6: How do I stop this from happening again?
If your retailer offers delivery options we strongly recommend using a reputable courier such as FedEx, UPS or DHL because the stress of a lost package is just not worth it. If the retailer does not have delivery options we recommend you contact them, explain your problems and ask for different options in future.
Can you ship Advent Calendards?

1. Can I forward an advent calendar through Forward2Me?
Yes, advent calendars can be shipped, but please note that items containing cosmetics, perfumes, or alcohol may have considered dangerous goods additional fees apply for these items. We can offer to ship via DHL, FedEx or UPS additional surcharges vary with your chosen courier. Please contact us before shipping advent calendars.
2. Can I insure my advent calendar?
Yes, Forward2Me offers optional shipping insurance. We recommend adding insurance for valuable items such as cosmetics advent calendars.
What is my Customer ID?
Your Customer ID uniquely identifies you and every package belonging to you. It lets the warehouse team identify your packages the moment they arrive.
Your Customer ID is always included in either Address Line 1 or Address Line 2 of your unique forwarding addresses, depending on the addressing requirements of the country where the warehouse is located. Packages arriving without a Customer ID may be delayed, lost, or incur additional fees, so it's important to include it every time you shop.
When you contact Forward2me, please have your Customer ID ready so we can identify your account.
Where to find your forwarding address and Customer ID
Once you've created your account:
1. Go to Addresses and open the Your Warehouse Addresses tab.
2. Select a country to view your specific address for the UK, Germany, Japan, or USA.
3. Your unique Customer ID appears within each of your addresses.
Your address and Customer ID are also shown at the top of every page on the Forward2me site once you've logged in.

What happens if my Customer ID is missing from a package?
If a package arrives without a Customer ID, we can't match it to your account, so it's held as unidentified until it's either claimed or, if unclaimed, eventually disposed of.
To claim an unidentified package, please contact Customer Experience with all of the following:
- The courier name
- The tracking number
- Your purchase invoice
Please note a few limits on unidentified-package searches:
- We can only search for tracked packages — untracked packages can't be located.
- Searches are labour-intensive, so they're carried out when capacity allows and may take some time. Searches aren't carried out during November and December (our peak period).
- A search fee applies, and we're able to perform one search per request.
The simplest way to avoid all of this is to make sure your Customer ID is included every time you shop — see the checkout guide linked above.
If you have further questions, please contact our Customer Experience team.
Transition from myGermany to forward2me

myGermany Will Become Part of forward2me on December 19, 2025

Q: I’m a registered myGermany customer. What happens to my shipments?
A: You will receive a new German shipping address via email, now managed by forward2me. Shipments will be processed as usual, without any change. Please log in here: https://my.forward2me.com/login/
Use below address for new Germany warehouse. Please note this information is also available on your profile tab under Warehouse Addresses.
Q: When will myGermany addresses stop accepting parcels?
A: Following a 90-day transition period starting December 19, the myGermany address will no longer accept parcels. Your forward2me account and new address will replace it.
Q: What if I have both myGermany and forward2me accounts using the same email?
A: The accounts will be merged, and your forward2me account will remain active.
Q: How long will forward2me handle parcels stored at the myGermany warehouse?
A: Parcels stored at the myGermany warehouse will be handled by forward2me for up to 180 days.
Q: What about business customers?
A: Business customers will continue receiving full support and gain access to forward2me’s expanded courier network. Tailored logistics solutions and partnership options are available through the Customer Experience Team.
Q: Can new customers still register?
A: Yes. New registrations will be directed to forward2me, where customers can create a free account.

Here are common categories of prohibited items: https://www.forward2me.com/prohibited-items/

Category	Examples
Animal Products / Wildlife	Live animals, ivory, fur/pelts, endangered species products
Explosives / Pyrotechnics	Fireworks, flares, gunpowder, matches, blasting caps
Weapons / Firearms	Guns, ammunition, gun parts, scopes, tasers, replicas
Drugs & Drug Paraphernalia	Illegal drugs, CBD oil, narcotics, smoking pipes, bongs
Hazardous / Dangerous Goods	Flammable liquids, fuels, bleach, acids, toxic chemicals
Radioactive Materials	Nuclear material, medical isotopes, uranium samples
Plants & Plant Products	Live plants, seeds, soil, flowers
Food (Perishable / Restricted)	Fresh meat, fish, dairy, fruits, vegetables
Medical / Biological	Human or animal remains, medical samples, blood, vaccines
Pornographic / Explicit Content	Sexually explicit DVDs, magazines, or devices considered obscene
Currency / Valuables	Cash, coins, checks, bearer bonds, precious stones
Counterfeit / IPR Violations	Fake designer goods, pirated DVDs/software, replica watches
Pressurized / Gases	Aerosols, spray paints, propane, butane, CO₂ cartridges
Magnetic Materials	Strong magnets that interfere with aircraft navigation
Corrosives	Wet-cell batteries, mercury, acids, alkalis
Other Restricted Electronics	Items with military-grade encryption, dual-use electronics
Alcohol (Certain Cases)	High-strength alcohol, some spirits (restricted by destination)
Tobacco Products (Some Cases)	Cigarettes, cigars, e-cigarettes, vape liquids (destination-dependent)

Item Type	Forward2Me Action	Your Options
Prohibited (never allowed)	Forward2Me cannot legally ship it.	- Return to retailer (if they accept returns) - Dispose of item ( wecan arrange safe disposal, sometimes with a fee)
Restricted (may be allowed with conditions)	Customer Experience Team checks the rules for your carrier/destination. If it violates limits, they’ll hold the parcel.	- Ship if possible (e.g., battery inside a laptop, small perfume bottle) - Return to retailer if it cannot ship - Dispose of item if no return option

Country-Specific Restrictions - Spain
Can I ship Food, Beverages, Cosmetics or Medication to Spain?
No. Shipments containing food, beverages, medication, or any commodities destined for human consumption are strictly prohibited for import into Spain and the Canary Islands.
According to our Service Restrictions Guide (S.R.G.), these items are classified as restricted for this destination. They should never be accepted for transport, as Spanish Customs (Agencia Tributaria) maintains a zero-tolerance policy for these categories when sent to individuals.
Why are these items prohibited?
- Spanish Health Regulations: Spain enforces some of the EU’s strictest controls on consumable goods. Individual shipments of food or medicine are almost universally rejected or seized.
- Medication Ban: International shipment of medications (both prescription and over-the-counter) to individuals in Spain is not permitted. Customs will reject and return these items automatically.
- Sanitary Controls: Food and beverages require specific health certifications and "Sanitary Inspections" that are not available for personal shipments.
Risks and Financial Liability
- Non-Acceptance Policy: These items fall under our "Never Accepted" category for Spain. If they are sent to our warehouses, we cannot forward them to a Spanish address.
- Automatic Rejection: If a package bypasses initial checks and reaches Spain, it will be rejected by customs and either destroyed or returned to the origin warehouse.
- Return Charges: The customer is entirely responsible for all return shipping fees, storage costs, or disposal charges incurred.
- No Exceptions: Customs officials do not grant exemptions for personal use, medical necessity, or small "gift" quantities of food.

forward2me support

Search

Categories

Can I ship Food, Beverages, Cosmetics or Medication to Spain?

Why are these items prohibited?

Risks and Financial Liability