Damaged, Lost, or Stolen Orders?
Onward Order Upgrade adds carbon neutral protection to your order against loss, theft, and damage in transit, plus 90 days of coverage for product issues like rips, tears, and defects. Add it at checkout and file a claim in a few clicks if anything goes wrong.
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 are fully protected in the event something goes wrong with your shipment. Simply add Onward to your cart at checkout and your delivery is covered. You’ll also have 90 days after your purchase to file claims for any product-related issues such as rips, tears, defects and scratches. If you choose to waive Onward shipping protection and your package is damaged or lost in transit, you can reach out to us for help. We will do our best to assist, although we cannot guarantee that we’ll be able to recover your package once it is passed off to our shipping partner.
Onward is an order upgrade service that covers packages that are lost, stolen, or damaged in transit. If you add Onward to your order, you can file a claim in just a few clicks and choose between a refund or a reorder based on the type of claim. Claims are typically reviewed for approval within a day once all requested information has been received.
You can quickly file a claim through the email Onward sends you after you place your order, or you can file directly at app.useonward.com/make-a-claim.
Depending on the claim type, customers can file a claim as early as 15 days from delivery, and as late as 90 days from delivery if you leverage our Satisfaction Guarantee.
Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.
Onward has partnered with Cool Effect, a 501c3 nonprofit climate change organization, to neutralize carbon emissions from shipments covered with Onward. When you add Onward to your order, you are automatically taking action against climate change.
