If a package arrives damaged at forward2me, we place it on hold, notify you, and wait for your decision on how to proceed. Damage can happen in the local delivery networks before a package reaches us, so don't worry — you have options.
This is about damage found when your package arrives at our warehouse. If a shipment is damaged in transit after it leaves us, see How to Report a Damaged Shipment instead.
Deciding Whether to Ship or Return
The best option depends on the type of damage. We generally see four levels:
Retailer (Outer) Packaging Damaged
Often caused by handling in the delivery network, weak packaging, or bad luck. In most cases the outer packaging can be replaced or repacked and your item is fine to ship internationally. For large, high-value, or delicate items (such as a large TV), you may prefer to contact the retailer for a return instead of shipping on. We can inspect the goods and report on their condition to help you decide.
Manufacturer Product Packaging Damaged
For example, a shoe box that arrived squashed in a plastic mailer. Many retailers ship in plastic bags, which protect against dirt and rain but offer no structural protection. If you don't need the original box, you can continue shipping. If the item is a collector's piece or you plan to resell it and the original packaging matters, contact the retailer to start a return.
Product Damaged but Usable
Common with second-hand items that already had wear, or minor cosmetic damage that doesn't affect how the item works. For second-hand items, or if you're unsure about a seller's description, we recommend requesting photos before you ship.
Product Damaged and Unusable
Contact the retailer to arrange a return. Provide us with the return number and shipping label, and we'll handle the rest.
Reviewing the Damage
For any package marked with Medium or High severity damage, our warehouse team uploads at least three photos to your account:
- External view — how the package arrived from the courier.
- Internal view — the protection and padding used by the sender.
- Close-up — a detailed view of the damage.
Please review these photos in your Package Inbox before contacting us — they're the same information our team uses to advise you.
Requesting an Inspection
We can inspect your goods and provide a detailed condition report. This is recommended for second-hand items, or if you have concerns about a seller's description. You can request it from your Package Inbox.
Returning a Damaged Item to the Sender
- Contact the retailer to get a Return Merchandise Authorization (RMA).
- Obtain a prepaid shipping label from the retailer.
- Provide these to us, and our team will handle the return from our warehouse.
Who Pays for Return Shipping
It depends on the retailer's policy and the nature of the damage:
- Retailer-provided label: many major retailers provide a prepaid return label if an item arrives damaged or "not as described." Send it to us and we'll process the return at no shipping cost to you.
- Customer-paid return: if the retailer doesn't provide a prepaid label, you'll be responsible for the cost of shipping the item back. You can request our Return to Sender service from your Package Inbox.
- Second-hand & auction items: for purchases from marketplaces or private sellers, the buyer is often responsible for return shipping unless the seller's policy says otherwise. It's worth checking the seller's return policy before you buy.
If you're unsure about an item's condition, it's much cheaper to request a photo inspection while it's still at our warehouse than to pay for international shipping and find it's damaged once it arrives.
If you have further questions, please contact our Customer Experience team.