What is Onwards average response time?
We typically respond to initial inquiries within an hour. Our standard SLA is to have claims resolved within 1 business day.
What is covered by Onward Protection?
Onward covers any shipping related issue including lost, stolen, or damaged packages, wrong item delivery, return to sender, and defective items. If you have our satisfaction guarantee enabled, Onward will also cover product quality-related issues.
What is Onward Checkout+Order Upgrade?
We have partnered with Onward to provide carbon neutral shipping protection against lost, stolen and damaged packages. When you add Onward to your order, you will be fully protected in the event something goes wrong with your shipment. Simply add Onward to your cart
How does Onward work?
Onward is a shipping protection service that covers packages that are lost, stolen, or damaged in transit. If you add Onward to your order, you will be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will typically be reviewed for approval within a day provided that we have received all the requested information.
How Do I File A Claim For A Lost, Stolen, Or Damaged Package?
You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.
Who does Onward partner with to make shipments carbon neutral?
Onward has partnered with Cool Effect, a 501c3 non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.