Refund and Returns Policy

This Refund and Returns Policy applies to all subscriptions, services, and purchases made through MyMailForwarder.com, operated by Neighborhood Parcel, a Biz International Corp company based in Tewksbury, Massachusetts.

It covers the three mailbox subscription plans — the Starter Plan, Silver Plan, and Gold Plan — as well as the Personal Concierge Service, international shipping and forwarding fees, digital mail scanning charges, and any physical product purchases made through the Concierge Service.

The refund entitlement described in this policy is determined primarily by two factors: the subscription length you chose at the time of purchase and whether your Massachusetts address has been assigned and activated. These factors are assessed at the time a refund is requested, not at the time of purchase.

This policy exists because the primary costs of providing a mailbox address — USPS CMRA registration, address reservation, PMB number assignment, identity verification, and system setup — are incurred immediately upon activation. These costs cannot be recovered once your address is live in the USPS system.

The following subscription options are subject to this non-refundable policy:

• Starter Plan — 3 Month: Non-refundable from the moment your Massachusetts address is activated.
• Starter Plan — 6 Month: Non-refundable from the moment your Massachusetts address is activated.
• Silver Plan — 3 Month: Non-refundable from the moment your Massachusetts address is activated.
• Silver Plan — 6 Month: Non-refundable from the moment your Massachusetts address is activated.
• Gold Plan — 3 Month: Non-refundable from the moment your Massachusetts address is activated.
• Gold Plan — 6 Month: Non-refundable from the moment your Massachusetts address is activated.

Cancellation of a short-term subscription will stop automatic renewal at the end of the current paid period. Your address and all associated services remain active until the final day of the subscription period you paid for. No credit, partial refund, service extension, or account credit is issued in lieu of a refund.

The following annual subscription options qualify for a prorated refund:

• Starter Plan — Annual (1 Year): Prorated refund available for complete unused months remaining.
• Silver Plan — Annual (1 Year): Prorated refund available for complete unused months remaining.
• Gold Plan — Annual (1 Year): Prorated refund available for complete unused months remaining.

To be eligible for a prorated refund, your cancellation request must be submitted through our Contact Page before the renewal date of your current annual term. Refund requests submitted after the renewal date has passed apply to the new term.

The two free months included in annual subscriptions are treated as part of the total 14-month subscription period when calculating the monthly rate for prorated refunds. The calculation method is described in full in Section 4.

Prorated refunds for annual plan cancellations are calculated using a straightforward per-month formula. The examples below demonstrate how this works in practice for each annual plan.

The calculation uses the actual fee paid at the time of subscription. If you subscribed at a promotional price, the refund is calculated based on what you actually paid, not the current standard price.

Any outstanding balances on your account — including unpaid shipping fees, storage overage charges, or Concierge Service fees — are deducted from the refund amount before processing. The net amount after deductions is the figure refunded to your original payment method.

The non-refundable policy for 3-month and 6-month plans applies in all standard circumstances. However, the following limited exceptions apply. Outside of these specific situations, no refund is issued on short-term plans regardless of the reason for cancellation.

5.1 Address Never Activated

If you subscribed and paid but your Massachusetts address was never assigned, your PMB number was never issued, and your PS Form 1583 was never processed, you may request a full refund within 7 days of your subscription purchase date. This situation is rare and would typically result from a technical or administrative error on our part.

5.2 Material and Sustained Service Failure

If MyMailForwarder.com experiences a verified, documented failure of core service that renders your mailbox substantially unusable — meaning we are unable to receive your mail, send notifications, or process forwarding requests — for a continuous period of more than 5 business days, and we are unable to remedy the failure within a further 5 business days following written notice from you, you may request a refund representing the unused portion of your subscription. This provision applies only to failures directly caused by MyMailForwarder.com and not to failures caused by USPS, carrier disruptions, natural disasters, regulatory action, or any circumstances beyond our direct control.

5.3 Required by Applicable Law

Where a refund is required by applicable Massachusetts consumer protection law, federal consumer law, or any other law that applies to your jurisdiction and cannot be contracted out of, we will honor that obligation. If you believe applicable law entitles you to a refund not covered by this policy, please contact us through our Contact Page with the specific provision you are relying on.

5.4 Duplicate Payment

If a technical error results in your payment method being charged more than once for the same subscription period, the duplicate charge will be refunded in full within 5 business days of our confirmation of the error.

The following specific situations are addressed below.

• Shipment collected by carrier: Once your parcel leaves our Massachusetts facility in the hands of USPS, FedEx, or UPS, all shipping fees are non-refundable. Responsibility for the shipment transfers to the carrier at the point of collection.
• Delivery failure or loss by carrier: In the event of a lost or failed delivery, your claim is against the carrier directly. If carrier insurance was purchased, we will assist you in filing a claim by providing documentation from our records. We do not refund shipping fees for carrier errors, delays, or losses.
• Customs rejection or seizure: Shipping fees are non-refundable if your shipment is rejected, seized, or returned by customs authorities in the destination country. Customs outcomes are the responsibility of the subscriber. See our Prohibited Commodities Guide before shipping.
• Incorrect address provided by subscriber: If a forwarding shipment is undeliverable due to an incorrect destination address provided by you, the reshipping cost and any return fees are your responsibility. We will assist in arranging reshipment at the subscriber’s expense.
• Forwarding cancelled before dispatch: If you request cancellation of a forwarding request before the shipment has been collected by the carrier and before a shipping label has been generated, we will refund the forwarding fee in full minus any costs already incurred in preparing the shipment.

The flat service fee of $99.95 for the Personal Concierge Service covers the purchasing assistance provided by our US-based team. This fee is charged at the time you submit your Concierge purchase request.

• Service fee is non-refundable once purchasing assistance begins: Once a member of our team has initiated your purchase request with the retailer — including placing the order, attempting to place the order, or spending material time researching and preparing your request — the $99.95 service fee is non-refundable regardless of whether the purchase ultimately succeeds.
• Retailer refusal or out-of-stock situations: If the retailer declines the purchase or the item is out of stock and no comparable alternative is available, the service fee is refundable at our discretion if no material purchasing effort was expended. We will advise you of the outcome and whether a fee refund applies.
• Request cancelled before any action is taken: If you cancel a Concierge request in writing before any member of our team has taken any action on it, the service fee will be refunded in full.
• Product cost is always refundable per retailer policy: The actual retail price of any item purchased on your behalf is refundable if and only if the retailer from whom it was purchased authorizes a return under their own return policy. We will facilitate the return process on your behalf. The service fee is not refunded when a product return is authorized.

When a physical product is purchased through the Personal Concierge Service and you wish to return it to the retailer, the following process and conditions apply.

• Eligibility is determined by the retailer: Returns of physical products purchased through the Concierge Service are subject entirely to the return policy of the retailer from whom the item was purchased. MyMailForwarder.com cannot authorize returns on behalf of retailers and cannot guarantee that any return will be accepted.
• Return shipping is at the subscriber’s expense: If a retailer authorizes a return, the cost of shipping the item back from your location to the retailer is entirely your responsibility. This includes international return shipping costs, customs duties on returned goods, and any restocking fees charged by the retailer.
• We will assist with the process: Once you notify us that a return has been authorized, we will coordinate the return process using our US business address and payment method as appropriate. You will be invoiced for any costs incurred on your behalf in facilitating the return.
• Items in transit to your address: If a product purchased through the Concierge Service is already in transit from the retailer to your Massachusetts address when you decide to return it, you may not be able to intercept the shipment. In that case, return costs begin from our Massachusetts facility and include any storage fees incurred while awaiting your return instructions.
• Damaged or defective items: If an item arrives at your address damaged or defective and you wish to return it, we will assist you in raising the matter with the retailer under their warranty or damaged goods policy. This is a warranty claim against the retailer and does not constitute grounds for a refund of the Concierge Service fee.

Where digital mail scanning is charged as an additional service, scanning fees are non-refundable once a scan has been completed and delivered to your email address. This is because the service is fully rendered upon delivery of the digital file.

• If a scan is requested but fails to complete due to a technical error on our part, the fee is refunded in full.
• If a scan is delivered but the quality is insufficient due to our equipment, we will re-scan the item at no additional charge and on a priority basis.
• If you are dissatisfied with a scan for reasons not related to our equipment or process, no refund is issued.

All refund requests must be submitted in writing through our Contact Page. We do not accept refund requests by phone, social media, or any other channel. Written requests ensure that your request is properly documented and handled without delay.

• All approved refunds are returned to the original payment method used at the time of purchase. We cannot issue refunds to a different card, bank account, or payment method.
• Refunds to credit or debit cards are processed within 5 business days of approval. Card network processing times vary by issuer — allow an additional 5 to 10 business days for the credit to appear on your statement.
• PayPal refunds are processed within 3 business days of approval and typically appear in your PayPal account within 1 business day of processing.
• We do not issue refunds in cash, by cheque, by gift card, or as account credit unless no other method is available due to account closure by the payment provider.
• Refunds are issued in US Dollars. If your original payment was made in another currency, the refunded amount in your local currency will reflect the exchange rate at the time of refund processing, which may differ from the rate at the time of original purchase. MyMailForwarder.com is not responsible for foreign exchange differences.
• Subscription fees that were free as part of a promotional offer (such as the two free months included in annual plans) are not refunded as they were not charged.

If a chargeback or payment dispute is initiated against MyMailForwarder.com:

• Your account will be immediately suspended pending the outcome of the dispute.
• We will respond to the dispute with full documentation of the service provided, this policy, and any communications between you and our team.
• If the chargeback is found in our favor, any fees charged to us by the payment processor as a result of the dispute will be invoiced to you and must be paid before your account is reinstated.
• If a chargeback is initiated for a subscription that is non-refundable under this policy and no qualifying exception applies, we will contest the chargeback and provide this policy and your acceptance of it as evidence.
• Repeated chargebacks or payment disputes from a single account may result in permanent account termination and refusal of future service.

We are always willing to work with subscribers to resolve legitimate billing concerns quickly and fairly. Please contact us through our Contact Page before involving your bank.

If you have questions about this policy, want to check whether your situation qualifies for a refund before cancelling, or wish to submit a refund request, our team is here to help. We take all refund enquiries seriously and aim to respond within 2 business days.

• Refund requests and enquiries: mymailforwarder.com/contact-us — mark your message “Refund Request” in the subject line.
• Business hours: Monday to Friday, 9:00 AM to 5:30 PM EST. Saturday, 10:00 AM to 2:00 PM EST.
• Order tracking: To track an existing shipment, visit our order tracking page.
• Before you cancel: Read our guides on how mail forwarding works and what expats should look for in a mail forwarder to make sure you have the right plan before cancelling.