FAQ - Frequently Asked Questions

If you have a question that is not answered below, or if you would like additional information regarding a specific service or circumstance, please contact us via our Contact page.

Receiving and Storage

  1. What is the purpose for getting a USA-address inbox?
  2. What is the address I will receive? Is the address a PO Box?
  3. Will you accept shipments sent to me by merchants and individuals?
  4. What type of packages/mail can I receive in my inbox?
  5. What is the size of my inbox?
  6. How do I know when an item arrives in my inbox?
  7. How long does it take you to update my inbox with incoming shipments?
  8. How long can I store my items at my USA address in AmForward.com warehouse?
  9. How does the online account work?
  10. Can multiple people use the same inbox?
  11. Can I use an account with Pay-per-use plan to receive mail such as letters, magazines and post cards?

Registration / Service Plans

  1. How much does it cost to register? What are the prices?
  2. What methods of payment do you accept? Can I pay by check or money order?
  3. Are businesses able to use your service?
  4. How can I switch/upgrade/downgrade my service plan?
  5. Do you automatically charge my account and renew my subscription plan when it expires?
  6. Do you require a minimum commitment?
  7. How long does the registration process take?

Forwarding / Shipping

  1. How does AmForward.com ship to me and when?
  2. How do you forward packages/mail to me?
  3. Can I choose to have packages shipped to me via United States Postal Service (USPS)?
  4. What shipping carrier, methods can I choose to forward my package, mail?
  5. How do I find out how much it will cost to ship my packages?
  6. Do you ship within the USA? Are your services available in the USA?
  7. What is consolidation?
  8. Does consolidation always reduce the shipment weight?
  9. Do I have to pay for the extra packaging / shipping box for a consolidated shipment?
  10. How large can a consolidated shipment be if shipped by USPS?
  11. What else should I know about shipment consolidation?
  12. Is your service available to customers in my country? Are there any countries that AmForward.com does not serve?
  13. Are my packages insured?
  14. How long will it take for me to receive my packages?
  15. Is the size or the weight used to calculate the shipping cost?
  16. How long does it take for AmForward.com to send out a package to me once I finalize my request to have it sent?
  17. How do you determine the value of goods entered on customs forms when shipping to me?
  18. What shipment value should I declare?
  19. What is the maximum value of a shipment?
  20. Do AmForward.com charges include duties and taxes?
  21. Are there any items that cannot be shipped to my country?
  22. Can I track my packages online?
  23. What is the maximum package size that I can ship?
  24. Can I pick up my mail and packages personally at AmForward.com warehouse?
  25. Can I use my own FedEx/DHL/UPS account to forward my shipments?
  26. Can you ship to APO/FPO/DPO addresses?

Shopping

  1. What kind of products do your customers buy and ship using their AmForward.com inbox address?
  2. How do I order from US companies that do not accept international orders? How do I get my purchases to my USA address at AmForward.com warehouse?
  3. What to do when some US retailers do not accept my international credit card?
  4. Can you purchase merchandise for me?
  5. What telephone number should I use to place my order?
  6. Do I have to pay a sales tax on my purchases shipped from other US states that collect sales taxes?

Other

  1. What are your hours? When is your warehouse open to receive shipments?
  2. What is your privacy and confidentiality policy?
  3. How do I cancel my account?
  1. What is the purpose for getting a USA-address inbox?
    Your USA-address inbox and our services can be used for a wide range of purposes. Typically, international shoppers use the USA address as the shipping address when they shop at US online retailers and auctions that do not ship to international addresses, and/or to save on international shipping cost by consolidating multiple small domestic US shipments into a single international shipment.
    Expatriates living abroad and USA residents traveling around the world use their AmForward.com address to receive US online orders and reship them to their location abroad.
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  2. What is the address I will receive? Is the address a PO Box?
    The address is not a PO Box.
    The address is a real physical street address that looks similar to this:

    John Smith
    1234 Somename St, A012
    Portland, OR 97230

    You will receive a unique inbox number similar in format to the number 'A012' in the sample address above that will uniquely identify your packages and mail. You can receive any packages and mail through any shipping carrier such as FedEx, UPS, DHL, and United States Postal Service (USPS).
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  3. Will you accept shipments sent to me by merchants and individuals?
    Yes, we will accept shipments to your AmForward.com address from any shipping company sent by any business or individual.
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  4. What type of packages/mail can I receive in my inbox?
    You can receive virtually any package (or mail if you have an active subscription plan) sent through United States Postal Service (USPS), UPS, FedEx, DHL, and other carriers. We do not accept any COD (cash on delivery) deliveries on your behalf.
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  5. What is the size of my inbox?
    There is no specific physical size limitation or a limit to the number of packages and mail you can receive in your inbox as long as the volume of stored packages stays within reason. There is only a maximum size limit a package can have of 140 in (355 cm) in length + girth: (length + 2 * (width + height)) must be less than 140 in (355 cm) in order for us to be able to forward your package through one of the shipping companies.
    We cannot receive and accept packages that require handling equipment other than a cart or a hand truck.
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  6. How do I know when an item arrives in my inbox?
    As soon as we receive your package or mail and enter it in the system a notification email is sent out to your email address.
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  7. How long does it take you to update my inbox with incoming shipments?
    We enter incoming shipments to our system after receiving daily deliveries from all carriers. We strive to record all incoming shipments the same day they are delivered.
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  8. How long can I store my items at my USA address in AmForward.com warehouse?
    If you have a subscription account with us, we will store your packages, mail or magazines for up to 90 days free of charge. If you use our Pay-per-use plan, we will store your packages 60 days free of charge. After that we charge a storage fee. See our Services and Prices for detailed information on free storage limits and storage fees.
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  9. How does the online account work?
    You have access to your account at AmForward.com at any time. Upon login, you see the account status, the list of items in your inbox with a photo of the shipping label or envelope of each item. In a section called My Shipments you will see a list of all outgoing shipments.
    In addition, you will receive an email notification whenever you receive a new package or mail.
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  10. Can multiple people use the same inbox?
    Yes. You can have up to 5 additional names on a single account at no additional cost. You have to add them to your account under "Names Associated with Inbox".
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  11. Can I use an account with Pay-per-use plan to receive mail such as letters, magazines and post cards?
    No. Accounts with Pay-per-use plans are not eligible to receive mail (letters, magazines, post cards). Pay-per-use accounts can only be used to receive packages, including packages shipped through USPS. Only accounts with active subscription plans can receive packages and mail. Mail delivered for accounts that do not have an active subscription plan will be discarded or returned.
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  12. How much does it cost to register? What are the prices?
    It's always free to register. We don't even ask for your credit card during registration. Our Pay-per-use plan has no monthly fees; you only pay when you ship a package.
    If you register for one of our subscription plans, a subscription payment and PS1583 verification are required before we can start receiving mail for you (letters, magazines, post cards). If you use the subscription plan to receive packages only, you can pay for the subscription when you ship your first outgoing shipment. For details see our Services and Prices.
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  13. What methods of payment do you accept? Can I pay by check or money order?
    We accept online payments processed by PayPal and Amazon Pay, including Visa, MasterCard, American Express, and Discover. We can also accept payments by checks, money orders, or wire transfers (Western Union, MoneyGram, or bank wire) payable in US Dollars.
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  14. Are businesses able to use your service?
    Yes.
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  15. How can I switch/upgrade/downgrade my service plan?
    You may upgrade your plan to a higher-level plan at any time in your account management. Any unused portion of the preceding service plan subscription gets credited back to your account deposit.
    You can switch to free or lower level plan after your prepaid subscription plan expires or is within 30 days of expiration.
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  16. Do you automatically charge my account and renew my subscription plan when it expires?
    No, once your prepaid subscription service plan expires, if you do not renew it in your account management, your account will remain active as a Pay-per-use plan. You can reactivate your subscription plan at any time by selecting the plan you want and paying the subscription fee.
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  17. Do you require a minimum commitment?
    No. There is no risk on your part. There is no obligation. If you are not satisfied with our services, you can cancel your account at any time, and we will refund the unused portion of you subscription.
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  18. How long does the registration process take?
    It is very simple and it takes only about 1 minute to fill out the registration form. Immediately after the registration is completed your inbox number is assigned and you can usually start using it right away.
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  19. How does AmForward.com ship to me and when?
    You control when and how you want us to ship out packages and mail stored in your inbox. Through the online shipment management in your account, you select what, when, and how you want your packages and mail in your inbox consolidated and shipped to any address you specify.
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  20. How do you forward packages/mail to me?
    We may re-ship single packages in the original shipping packaging or repack them if needed or required. We ship packages using the shipping carrier and method you select in you account shipment management to your home address or any other address you specify. Of course we will remove or cover the original shipping label to prevent any misrouting or confusion.
    If you ship multiple packages or mail pieces, you select the mail pieces and packages you want to consolidate into a single shipment using your account shipment management and select the shipping carrier and a shipping method. We will repack the consolidated shipment and ship it to your home address.
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  21. Can I choose to have packages shipped to me via United States Postal Service (USPS)?
    Yes. Unlike many other mail forwarding services that only limit their shipping to using one or two private express carriers, AmForward.com can forward your packages via USPS. We believe in giving you the freedom to choose the shipping method that you deem appropriate for your shipment.
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  22. What shipping carrier, methods can I choose to forward my package, mail?
    You can choose among the following shipping carriers: USPS, DHL, FedEx, and UPS. For each carrier, you can usually choose among multiple methods offered by the carrier for the destination address.
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  23. How do I find out how much it will cost to ship my packages?
    You can get an instant quote for shipping cost of your packages using our Shipping Rate Calculator. We offer inexpensive international and domestic shipping with USPS Priority Mail Express (EMS), Priority Mail, and even First-class Mail. We offer discounted shipping by DHL, FedEx and UPS.
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  24. Do you ship within the USA? Are your services available in the USA?
    Yes. We can ship within the US by FedEx, UPS or USPS.
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  25. What is consolidation?
    Consolidation is the process of re-packing multiple pieces of mail and packages into one shipment. Consolidation usually results in savings in shipping cost. It is most cost effective for smaller to medium packages that can be consolidated into a single larger shipment.
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  26. Does consolidation always reduce the shipment weight?
    Consolidation usually reduces the shipment weight, but there are some instances where the weight may go up slightly. For example, even though removing some of the original shipping packaging reduces the weight, the reduction may be negated by the weight of the new shipping box that is usually larger and sturdier than the smaller original packaging. Also, we try to make sure that your items are well protected to survive the handling during its long overseas shipment and we may add lightweight padding and/or a layer of protective material to reinforce the packaging. Nevertheless, even with slight increase in weight, a typical consolidated shipment will result in significant savings over shipping multiple small shipments.
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  27. Do I have to pay for the extra packaging / shipping box for a consolidated shipment?
    We provide corrugated cardboard shipping boxes free of charge up to the size of 35 x 17 x 17 inches (89 x 43 x 43 cm) for shipments shipped by AmForward.com. If your consolidated shipment requires a new shipping box with dimensions over 35 x 17 x 17 in, we can provide it upon request. In this case, we would add the actual cost of the box, any packing material, or additional processing costs to the standard processing fee. Shipments picked up at our warehouse do not qualify for repacking in new free shipping boxes; reused boxes are still provided free of charge.
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  28. How large can a consolidated shipment be if shipped by USPS?
    Depending on the destination country, USPS packages have either 79-inch or 108-inch length + girth limit for Priority Mail Express and Priority Mail shipping methods. Our largest standard corrugated cardboard shipping box that fits within the USPS 79-inch limit has dimensions of 24 x 14 x 13 in (61 x 36 x 33 cm). For countries with the 108-inch limit, we can provide a corrugated shipping box up to the size of 36 x 17 x 17 in (91 x 43 x 43 cm). This is the largest shipping box that we provide free of charge for consolidated shipments shipped by our company. If your consolidated shipment does not fit within these dimensions, you can ask us to reduce the number of items re-packed to those that will fit in the box, or request a new custom size shipping box at your expense.
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  29. What else should I know about shipment consolidation?
    Shipment consolidation has its practical limits. Consolidating numerous packages may result in an oversized shipment that incurs additional charges, or is limited to only some of the more expensive shipping methods, or is in higher risk of damage during handling due to the increased size and weight. The shape and size of consolidated items may also affect the final size and shipping methods available for the shipment. For example, trying to consolidate a long and narrow item with a wide item will most likely result in long and wide oversized package that inefficiently utilizes the space available. In cases like this, it may be less expensive to split a large consolidated shipment into two smaller consolidated shipments. Our shipment management interface allows you to prepare, edit, and get rates for multiple shipments before actually submitting them for processing.
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  30. Is your service available to customers in my country? Are there any countries that AmForward.com does not serve?
    We serve and ship to customers all over the world, with the exception of a few high-risk countries. Use the Shipping Rate Calculator to see if your country is on the list of available destinations.
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  31. Are my packages insured?
    Packages shipped to your inbox in AmForward.com warehouse need to be insured by the shipper. When you request a shipment from your inbox to you, you will have the option to select the level of insurance appropriate for your package.
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  32. How long will it take for me to receive my packages?
    The speed with which you receive your package once it leaves the warehouse depends on multiple factors, but mainly: the destination country, shipping carrier, and shipping method selected. Typical international express shipments take 2-3 days. However economy shipments may take 1 to 2 weeks or more.
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  33. Is the size or the weight used to calculate the shipping cost?
    Both. The weight and size may both be used in calculating the shipping cost. Typically, weight is considered first and is the determining factor for packages with smaller to medium size and volume.
    The package dimensions are considered for packages of low density (light weight relative to the physical size). In these cases the so-called dimensional weight is used to calculate the shipping cost.
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  34. How long does it take for AmForward.com to send out a package to me once I finalize my request to have it sent?
    We strive to process all shipment requests promptly. After a shipment is submitted for processing, it will typically be processed and shipped out within one business day.
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  35. How do you determine the value of goods entered on customs forms when shipping to me?
    You as the owner of the goods are responsible to enter the value of the goods in the shipment management.
    If you are not sure what is inside the package, you can request a photo of the package contents for a small fee.
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  36. What shipment value should I declare?
    The declared value is used for insurance and customs purposes. You may not insure your shipment for more than the declared value. We recommend you declare an appropriate value for the item. This value could be retail price, market value, or any other value you feel is reasonable. Note that our responsibility is simply to copy the value you indicate in the customs form.
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  37. What is the maximum value of a shipment?
    The declared customs value of your international shipment may not exceed $2499. If the declared value of your shipment exceeds $2499 we will charge a processing fee based on the additional time and costs required to process the shipment.
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  38. Do AmForward.com charges include duties and taxes?
    Our price includes only the full door-to-door transportation cost. Typically, for low value packages this might be all you pay. However, valuable goods may require additional duties and taxes charged by customs in the destination country. These charges are the responsibility of the receiver at the destination address and may be payable upon receipt of the goods. Your country's customs authority would be your best source for specific information about duties and taxes.
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  39. Are there any items that cannot be shipped to my country?
    Prohibited items vary by country; in no case can we ship internationally the following items:
    - Dangerous goods, such as explosives or explosive devices, flammable materials
    - Inert replicas of explosive devices such as replicas of military ordnance, ammunition, shells, grenades.
    - Compressed gases.
    - Poisons, irritants, controlled substances, and drug paraphernalia.
    - Counterfeit and pirated items
    - Cigarettes and smokeless tobacco
    Ensure that any items you ship are allowed into your country before you purchase the item. AmForward.com will not be responsible for items that are confiscated due to customs regulations.
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  40. Can I track my packages online?
    Yes. You can easily track your packages online through your account or directly at the carrier website.
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  41. What is the maximum package size that I can ship?
    The maximum length of the package is 110 in (279 cm). The maximum size is 140 in (355 cm) of length + girth. Girth is the sum of the two shorter dimensions multiplied by two; for example: a box 40 x 30 x 20 in has a length + girth equal to 40 in + 2 * (30 in + 20 in) = 140 in.
    We can only ship packages that do not require handling equipment other than a cart or a hand truck. You can also use our Shipping Rate Calculator to determine if your package is shippable from our location.
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  42. Can I pick up my mail and packages personally at AmForward.com warehouse?
    Yes. Our operating hours are Monday - Friday, 9:00AM - 4:30PM. Before picking up your shipment, you still need to setup the pickup as a shipment in the shipment management in order for us to be able to prepare your packages and mail for pickup.
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  43. Can I use my own FedEx/DHL/UPS account to forward my shipments?
    Yes. If you want to use your own FedEx, DHL, or UPS account, you need to request a shipment with local pickup option. When submitting the shipment for processing, include a note indicating the carrier and method you are planning on using for your shipment. Once we process your shipment and notify you that the shipment is ready for pickup, you need to create your shipping label and email it to us as a PDF file. We will print and attach your label to your outgoing shipment and hand your package to FedEx/DHL/USP delivery driver.
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  44. Can you ship to APO/FPO/DPO addresses?
    Yes.
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  45. What kind of products do your customers buy and ship using their AmForward.com inbox address?
    Our typical international customers use their US inbox addresses to shop at US online stores and at auction sites for clothing, shoes, electronics, computer parts, automotive parts and accessories, books, magazines, cosmetics, health and personal care items, toys, games, CDs, DVDs, sporting equipment and many other products for personal or business use.
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  46. How do I order from US companies that do not accept international orders? How do I get my purchases to my USA address at AmForward.com warehouse?
    When you make an online purchase from a US retailer or auction, you fill in the USA address we have provided to you with your account as the shipping address for your order. You will need to make sure that your inbox number appears in the address, otherwise, there can be a delay in the processing of your shipment.
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  47. What to do when some US retailers do not accept my international credit card?
    You can call your credit/debit card company or bank customer service and request to add your AmForward.com USA address as a secondary address on your current card. Then, use the address as the billing and shipping address when placing online orders. This will allow US retailers to verify the shipping address as the authorized shipping address associated with your credit card.
    In some cases, online retailers who do not accept non-US credit cards may accept a verified non-US PayPal payment.
    If all else fails, AmForward.com can help you order and pay for your order using our assisted purchase service.
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  48. Can you purchase merchandise for me?
    Yes. You can use our support ticket system to request an assisted purchase from a US online retailer. When you have sufficient funds in your account to prepay the total purchase cost and service fee, we use our company credit card to pay for your merchandise and have it shipped to your AmForward.com inbox. The assisted purchase service fee is 8% of the purchase total or at least $8.00.
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  49. What telephone number should I use to place my order?
    Some stores require a telephone number where they can reach you about your order. You should enter the telephone where you or the credit card owner can be reached. If the store will accept only a US based telephone number, you may consider getting your own US phone number through Skype or other online providers.
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  50. Do I have to pay a sales tax on my purchases shipped from other US states that collect sales taxes?
    No, there is never any sales tax collected by online merchants on purchases shipped to our Oregon address even if the merchant's state has a sales tax.
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  51. What are your hours? When is your warehouse open to receive shipments?
    Our operating hours are Monday - Friday, 9:00AM - 4:30PM Pacific Time.
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  52. What is your privacy and confidentiality policy?
    We take protecting customer privacy and confidentiality very seriously and never sell or reveal customers' personal information. For more details, see our Privacy Policy.
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  53. How do I cancel my account?
    To cancel, your account, open a support ticket and request to have the account closed.
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