Protection PoliciesUpdated 8 hours ago

✔️ Missing Items

• A claim can be filled for missing items after 2 days of the entire order being marked as delivered.
• Photographic proof may be enquired for missing items, including images of the packaging.
• If the package was tempered with the claim may be dealt with as a stolen claim.
• If the entire order is marked as delivered, and there is no tampering to the package at time of recieveing it yet there are still items missing, Onward reserves the right to
  • Contact the shop to confirm items were shipped.
  • Continue the claim as a Stolen Claim

✔️ Stuck In Transit

• A package is deemed to be stuck in transit if there has been no update from the carrier for at least 7 days.
• After 7 days a stuck in transit claim can be filled.
• Onward reserves the right to wait up to 12 days from the last update made by the carrier to resolve the claim.
• For International orders the waiting period is 20 days from the last update made by the carrier.
• As a confirmation from customer, shipping address added at time of checkout may be requested to be confirmed.
• My order is stuck in customs
  • Onward cannot cover when your order is stuck in international borders/customs.
  • Your next step is to pay the customs fees in order to receive the package.
  • If Onward replaces something the you have already paid customs on, under Onward discretion, Onward can approve and pay customs the second time.

✔️ Stolen Package Policies

• When does Onward consider a package to be stolen?
  
  
  • If an order is delivered, but nowhere to be found, Onward, at its discretion, may consider your package to be stolen.
  • If you entered the correct address at checkout and the package was delivered to the wrong address, Onward considers this as stolen and we will replace the order on your behalf.
    
    

• The carrier said they delivered my package, but it’s nowhere to be found

  • Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.
  • If you live in an apartment complex, you may encounter a situation where:
    • a mail hub where the mailman delivers all mail
    • a single-family home where the order may have been placed on the front step
    • the courier delivered the item to the wrong house
      
      
  • Our Customer Support team looks at these order issues on a case-by-case basis and determines the best course of action to resolve your claim.
    
    

• Filing a police report

  • Onward may file an online police report with your local station on your behalf when your package is considered to be stolen.
  • Upon request, Onward may require additional documentation such as proof of identity, a notarized statement, address, etc.
  • Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
  
  

• Stolen Claim Resolution:

  • For stolen clams, Onward will not provide a refund back to card. Onward will provide reorder and refund in form of store credit (if the items are available), and only refund in form of store credit (if items are not available).
    
    

✔️ Stolen Package Policies

• When does Onward consider a package to be stolen?

  • If an order is delivered, but nowhere to be found, Onward, at its discretion, may consider your package to be stolen.
  • If you entered the correct address at checkout and the package was delivered to the wrong address, Onward considers this as stolen and we will replace the order on your behalf.

• The carrier said they delivered my package, but it’s nowhere to be found

  • Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.
  • If you live in an apartment complex, you may encounter a situation where:
    • a mail hub where the mailman delivers all mail
    • a single-family home where the order may have been placed on the front step
    • the mailman delivered the item to the wrong house
  • Our Customer Support team looks at these order issues on a case-by-case basis and determines the best course of action to resolve your claim.

• Filing a police report

  • At our discretion, Onward may file an online police report with your local station on your behalf when your package is considered to be stolen.
  • Upon request, Onward may require additional documentation such as proof of identity, a notarized statement, address, etc.
  • Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
  
  

• Stolen Claim Resolution:

  • For stolen clams, Onward will not provide a refund back to card. Onward will provide reorder and refund in form of store credit (if the items are available), and only refund in form of store credit (if items are not available).

✔️ Damaged Package Policies

• When does Onward consider a package or item to be damaged?
  • Onward considers an package or item to be damaged when:
    • The broken/damaged product is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
    • Onward does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items.
• What does Onward need to process my damaged package/item claim?
  • Claims for damaged orders must be filed within 15 days of the delivery date and you must provide photo evidence of the the damaged item.
  • At its discretion, Onward may also require further evidence of your damaged item (i.e. more photos, videos, etc.).
• Do I need to return my damaged item to the merchant?
  • No, you do not need to ship it back to the merchant (unless the merchant indicates otherwise).
  • If you received a broken item and need to dispose of it (i.e. shattered glass), you need to check your city ordinances and dispose of it properly.
• Who can help with cosmetic damage to my item(s)?
  • If your item is shipped with cosmetic damage, Onward recommends following up with the merchant directly.
  • Cosmetic damage includes any noticeable damage to the item that does not affect its overall function. This may include, but is not limited to, dents, scratches, nicks, or chips.

✔️ Wrong Items

• If you received an item different from what you purchased, Onward will cover the reshipment of the correct item.
• Documentation: Onward will require further evidence such as photographs, videos, or any other proof to confirm that the delivered item is not what was ordered.
• Accidental Orders: Please note that Onward does not cover cases where you accidentally ordered the wrong item. In such cases, you should contact the retailer for resolution.

✔️ Return To Sender

• In some cases, a package’s delivery can fail due to factors such as invalid address, failure to sign, or at the discretion of the shipping company and these packages are generally marked returned to sender as they are sent back to the original merchant.
• If the tracking information confirms the returned to sender designation, Onward will cover the reshipment of these packages at no further cost to you.