All your questions answered in one place

What are the membership options?2024-04-08T10:20:59+00:00

Forward Parcel offers two membership options. A standard membership which allows you to pay as you use our services and a premium annual membership which usually pays for itself in two shipments. Read more about our services.

Why do you need the purchase values of my items, and how do I confirm them?2024-04-08T10:25:53+00:00

A seller invoice, or payment receipt, is a document that shows the price you paid for merchandise you have purchased. The document may also contain other information, including the name and address of the sellers. Many sellers automatically include a seller invoice with your package, and some may email you an electronic seller invoice. Please keep a record of your seller invoices so you can provide them to Forward Parcel (if needed) or your customs office (if required) for export or import purposes.

When do I need to provide the purchase price?2024-04-08T10:36:29+00:00

Customs requires the purchase value of all imported products. As soon as we receive your items at our warehouse, we will safely store them in your suite and you will be notified. You will need to add the purchase value at this point. The item can be processed further only after this value is entered.

Will I be asked to submit the seller invoice for all the items?2024-04-08T10:37:13+00:00

No, you will not have to submit the seller invoice for all the items. If there’s a discrepancy and the values submitted by you does not match the market rate, you will be asked to submit the seller invoice before the item can be shipped.

How do I request a seller invoice?2024-04-08T10:38:12+00:00

Many sellers automatically include an invoice with your merchandise. In some cases, it may be necessary to request that the seller includes a paper invoice. If a seller emails you an invoice or payment receipt, you may need to ask the seller to also include a seller invoice with your merchandise. If you purchase from an eBay seller or private individual, it may be necessary to email the seller and request a seller invoice showing the seller’s name, address and the price you paid for your purchases. Special note about gift items: If you indicate your item is a gift, the seller may include a seller invoice that does not show the price you paid for your merchandise. If your package arrives with a gift receipt rather than a complete seller invoice, you will be asked to provide additional information before we can export your purchases.

Do you accept seller invoices in currencies other than INR?2024-04-08T10:39:32+00:00

Yes. If your seller invoice is in a different currency, we will convert the prices into Indian Rupees (INR) using the current exchange rate.

What are the import guidelines of my home country?2024-04-08T10:40:56+00:00

Import regulations vary from country to country and it is important you know the guidelines pertaining to your destination country before you import. You can find this information in import related government websites from your destination country.

Do you deliver to elevated risk countries?2024-04-08T10:41:58+00:00

A surcharge is applied by the shippers when shipping to a destination country at elevated risk due to continuous state of war, civil unrest, or continuous threats from terrorism. Destination countries affected: Afghanistan, Iraq, Libya, Mali, Niger, South Sudan, Syria and Yemen.

What does ‘Need more information’ mean?2024-04-08T10:43:26+00:00

“Need more information” notification is sent when we are missing any information about the product. You will receive an email/notification from team requesting the information needed to determine if we can export this item for you. Please reply with the requested information as soon as possible.

Do all countries require Import Duties?2024-04-08T10:45:30+00:00

Most countries require import duties at the time when you receive your parcel depending on the laws of the receiving country. But some countries have a duty free concession where goods below a certain value can be imported without duty and/or tax. The import duties are on the higher side for the following countries: Nepal, Bhutan, Bangladesh, Sri Lanka and Indonesia.

What is Duty/Tax Free Amount (De Minimis Value)?2024-04-08T10:48:20+00:00

The de minimis value is a country-specific value below which no duty or tax is charged, and clearance procedures are minimal. If you are importing a shipment with a total declared value LESS than this amount, duty and tax do not apply (certain products may be subject to other types of fees or taxes). The de minimis value is usually different for duties than it is for taxes.

Will my shipment be insured?2024-04-08T10:51:50+00:00

All your shipments will have limited liability cover provided by the chosen shipper. Insurance does NOT cover import duties and taxes, domestic shipping costs or damage to the box/packaging.

How does repacking save me money?2024-04-08T10:52:46+00:00

Many stores pack your items in boxes that are too large or not properly prepared for global shipping. We will make ensure all your merchandise is properly packaged for International shipping. Our repackaging service will save you money in shipping costs and also helps ensure your purchases are not damaged during transport.

What is consolidation, and how does it help me save?2024-04-08T10:53:48+00:00

Shipping multiple packages overseas direct from online stores can be very costly. With our parcel bundling (consolidation service), our expert packers combine your purchases into a single package, saving you up to 60-80% off standard International shipping rates. We will always try to consolidate your items into one box, unless you specify otherwise.

Can I abandon my package?2024-04-08T10:54:32+00:00

Yes. In some cases, in case you have ordered some items which unfortunately cannot be exported out of India, and if for some reason you cannot/don’t wish to return it back to the seller, then you can choose to abandon your parcel for no additional cost. You can email us your instructions.

What is Assisted Purchase?2024-04-08T10:59:25+00:00

Most Indian sellers are setup to accommodate international shoppers, but at times our members will encounter an Indian retailer that:

  • Won’t accept payment from any International Credit Card
  • Won’t accept payment by check or wire transfer
  • Won’t allow you to register unless you have an active Indian Mobile Number, to which your One Time Password (OTP) will be sent.

Fortunately, the Assisted Purchase service removes these obstacles, giving you access to more of the products India has to offer. You can request ForwardParcel to place the orders for you (by filling in the information in the Order Form).

Can I return my purchase ordered through Assisted Purchase?2024-04-08T11:04:30+00:00

Yes, ForwardParcel will return any orders in accordance with the seller’s return policy only before it leaves our warehouse. You will be responsible for any and all return shipping fees applicable. Please note that Assisted Purchase service fees are NOT refundable if you wish to return the item.

Does Forward Parcel export food?2024-04-08T11:07:52+00:00

ForwardParcel cannot export any food items that are perishable (require refrigeration), labeled in a foreign language, or restricted for export by the the Indian Food and Drug Administration. We also suggest that you contact your local customs office to inquire if food can be imported to your country, as it is often restricted. ForwardParcel exports food items that are branded and are non-perishable. If the food has arrived from your home and is not branded, then there will be a special package handling fee. The compliance review for the same will usually take less than 24 hours, however, it may take up to 72 hours for your package to be available to ship.

What if I receive a counterfeit, bootleg or knock off item?2024-04-08T11:09:27+00:00

ForwardParcel cannot export counterfeit, bootleg or knockoff items. If you receive an item that does not appear to be authentic, we will notify you by email and refer the item to our trade compliance team to verify its authenticity. If the item is counterfeit and came from a seller in India and the seller provided a return label, we can help you return the item. If the seller did not provide a return label, or if the seller will not accept a return, we must discard the item. ForwardParcel cannot ship counterfeit items to anyone other than the original seller, including individuals in India.

Can you export perfume?2024-04-08T11:10:42+00:00

No, we will not be able to ship perfumes as they come under flammable items list.

What is the difference between restricted and prohibited items?2024-04-08T11:11:43+00:00

Prohibited goods are those which cannot be exported. Example: Explosives, Cash, Bullion, Ivory, Ammunition, Illegal goods etc. Restricted commodities are those can be acceptable with certain documents required for carriage such as Antiques & work of art, Stamps, Toy guns, Cigarettes, Perishable items, Dry ICE, Biological samples etc.

What is considered as dangerous goods or hazardous material?2024-04-08T11:12:47+00:00

Dangerous goods/hazardous materials are items that require special handling, additional packaging and labeling to be transported internationally.

These items may or may not be allowed to ship to your country. Shipping dangerous goods is country-specific. Even if your country allows the import of an item, the carrier may not be licensed to handle and transport dangerous goods.

Items considered to be dangerous goods include: flammable items or items under pressure (e.g., hairspray, spray paint, lighters, nail polish and perfume). Dangerous goods items will incur a Special Package Clearance Fee and may be required to ship separately from non-dangerous goods items, and may take additional time (10-20 days) to reach your doorstep.

Can you export liquid/semi liquid items?2024-04-08T11:13:55+00:00

Yes. ForwardParcel lets you export liquid/semi liquid items as long as they are not restricted in the receiving country or fall under the prohibited category of items. This will attract an additional Special Package Handling. Please note that liquids/semi liquids will have to be shipped separately from other items, and may take additional time (10-20 days) to reach your doorstep.

Can you export Agarbatti/Incense?2024-04-08T11:19:19+00:00

Agarbatti’s comes under flammable items list and we will not be able to ship these.

What is my Indian address?2024-04-08T11:22:02+00:00

Forward Parcel provides you with a physical address in India. The address is your unique suite located in our secure warehouse.

Sample Address:

First Name
Address line 1: #Unique-Suite-ID, D.NO.2-41/2/A, 5th Floor
Address line 2: Pawan Priyanka Plaza,Kondapur
City: Hyderabad
Pin Code : 500084
State : Telangana
Country : India
This address can be viewed on your dashboard when you login.

Most of the Indian online stores will be able to deliver to your Forward Parcel address, either for free or for a small delivery charge. You can use our ‘Schedule Pickup’ service for vendors who do not offer delivery.

Please ensure all your Indian purchases have your ForwardParcel address as the shipping address including the suite id. Any packages shipped to Forward Parcel with an incomplete or inaccurate address will be delayed.

What is on my dashboard?2024-04-08T11:24:05+00:00

Sign in to your Forward Parcel account to:

Enter your ForwardParcel address as the “Shipping Address” as shown below at checkout on any Indian online store.

Notify us to expect a parcel.
Check if your items have been received.
See pictures of your parcels and contents.
Request for a detailed photo service.
Raise a request to return a product.
Check the status of your shipment.
Check/change your account details such as shipping address, preferences and membership.
Check/Add deposit in your wallet.
Schedule Pickup.
Place a request for Assisted Purchase.
Refer a friend.

After I login why do I keep getting the login prompt?2024-04-08T11:28:56+00:00

Try clearing or deleting the cookies from your Web browser. Once you delete your cookies, you may need to close all open browsers. Once closed, open a new browser window and sign in.

How to upload a document?2024-04-08T11:31:52+00:00
  • Sign in to your Forward Parcel account
  • Click Account Settings
  • Click Upload Document
  • Click Browse to identify the file you want to upload. Navigate to the file on your computer that you want to upload and select it.
  • Click Upload Document to start the upload process.
  • Repeat process for any additional documents.
What does ‘Export Declined’ mean?2024-04-08T11:32:48+00:00

This status means our team has determined we are unable to export this item. Please check your email for a detailed explanation, and to confirm your shipping options.

What does ‘Item Requires Special Handling’ mean?2024-04-08T11:33:49+00:00

Certain items like medicines, food, liquids/semi liquids, fragile items like televisions or larger shipments may require review to confirm the available shipping options. We will notify you by email with your shipping options. Please review the email for reasons this package is on hold, and to see your shipping options.

What merchandise is considered ‘Dangerous Goods’?2024-04-08T11:34:48+00:00

Dangerous goods/hazardous materials are items with hazardous properties that can present a potential hazard to human health and safety. Our team will review your item(s) to determine their classification and transportation regulations. The review is usually completed in 1 to 3 business days and you will receive an email with the resolution.

Do shipping rates include customs fees, tariffs or taxes?2024-04-08T11:35:48+00:00

The import laws of countries vary and you may have to pay import duty as per the laws of your receiving country, at the time of delivery which is collected by the carrier that delivers your shipment. These charges are not included in the shipping charges you pay us.

In some cases, couriers may also charge a brokerage fee to clear your package through local customs. These fees vary, and are not paid by ForwardParcel. Please contact your local customs office for more information on duties or import fees.

What happens if I don’t ship parcels from your warehouse?2024-04-08T11:36:34+00:00

Any unclaimed parcels of more than 100 days in storage will be discarded without any further notice.

What is Dimensional/Volumetric Weight?2024-04-08T11:37:22+00:00

All International carriers base their billable shipping rates on the greater of Actual Weight and Dimensional Weight Actual weight is the weight of the package when put on a scale. Dimensional weight is based on the size of the package. Large items that have a low Actual Weight relative to their size will result in a larger Dimensional Weight. Some people refer to this as “volumetric weight.”

The industry standard DIM Factor (for International Shipments) is 5000. So, the formula is: Dimensional Weight = Length x Width x Height (in cm) / 5000

The industry standard DIM Factor (for National Shipments) is 4000. So, the formula is: Dimensional Weight = Length x Width x Height (in cm) / 4000

All our courier partners consider the billable weight to be the greater of the two: Actual and Dimensional Weight; hence we also follow the same, which is why we take upto a few hours to pack and confirm the weight of your parcel, after you create a ‘send parcel’ request.

How is the customs duty and tax calculated?2024-04-08T11:38:13+00:00

Duties and VAT are calculated as a percentage of the customs value of the goods.

The valuation of the cost is based on the complete shipping value, including:

  • The price of the imported goods
  • The cost of freight
  • Insurance

The imports are also subject to sales taxes. Any duties and taxes on your international shipment will be billed directly to you by the global carrier.

Can Assisted Purchase be used to purchase memberships, subscriptions or downloads?2024-04-08T11:39:04+00:00

No. Assisted Purchase service cannot be used to pay for any type of services (e.g., gift certificates, student loans, credit card payments, internet service, subscriptions, memberships, utility bills, electronic downloads).

How do I pay for my Assisted Purchase order?2024-04-08T11:42:29+00:00

Acceptable methods of payment are credit/debit cards issued by VISA or MasterCard. There is a non-refundable Assisted Purchase fee for each order successfully processed. We will make the purchase only after the payment is completed prior to the purchase.

Do you provide Cash-On-Delivery option?2024-04-08T11:43:20+00:00

No. We do not offer cash-on-delivery for any of your purchases. Any unpaid parcels we receive will be returned to the sender.

Can you export medicines?2024-04-08T11:44:14+00:00

To ship medicines including (Ayurvedic, Homoepathy and Alopathy) we need the following:

  1. Original doctor’s prescription on the name of the receiver.
  2. Original purchase bill.
  3. Receiver’s proof of residence in the receiving country. (Passport Copy)
  4. Confirmation with the receiving country’s drug and customs team that the intended medicines are allowed to import into the country.
  5. Delivery timeline – 5-7 working days (subject to customs clearance).
  6. We cannot ship medicines with other items. Medicine shipment will be dispatched separately and there will be an additional processing fee of INR 4000 for medicine shipping on top of the standard shipping charges.
Can you export weapons or gun accessories?2024-04-08T11:44:54+00:00

No. ForwardParcel will not export any product that appears to be a weapon, weapon part or accessory to a weapon. This includes, but is not limited to, items restricted by the International Traffic in Arms Regulations (ITAR).

Regulations (ITAR). Common gun and weapon accessories include, but are not limited to:

  • Scopes or sights
  • Ammunition clips or magazines
  • Pistol grips
  • Rifle butt stocks
  • Items equipped with night-vision
  • Bayonets
  • Items equipped with lasers
Can you ship mobiles?2024-04-08T11:45:35+00:00

As products with batteries fall under DG category, we will not be able to ship any products with batteries.

Can you ship imitation/fashion jewellery?2024-04-08T11:48:10+00:00

Yes, we can ship imitation/fashion jewellery. However we need the purchase invoice of the jewellery clearly showing the details of the seller, item description and purchase amount. Sometimes the clearance team may even ask for an Appraiser Certificate to prove the authenticity of the invoice provided. Appraiser Certificate is the certificate given by the government approved valuer confirming the value of the jewellery. Please note the whole shipment will be discarded and will not be returned if there is an attempt to ship any precious metal or stones.

Can you ship gold and silver items?2024-04-08T11:48:58+00:00

No, we can’t ship any precious metals or stones. Any attempt to ship these will result in discarding the whole shipment.

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