Onward Shipping Protection Frequently Asked Questions

What is Onward VIP Protection+?

We’ve partnered with Onward to provide our customers with carbon neutral shipping protection and our 90-day satisfaction guarantee on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages. You’ll also have 90 days after your purchase to trial your [brand] products. If you are dissatisfied with your [brand] products, Onward will work with us to make it right or refund your purchase.

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.

How does Onward work?

Onward is an on-demand concierge service that covers our customers in the event they have shipping or product issues. If you add Onward to your order, you’ll 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 be reviewed for approval within an hour.

How Do I File A Claim?

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 501c 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.

 

How Much Time Do I Have To File A Claim?

You’ll have 90 days from the order date to file a claim.

 

What happens if my replacement order through Onward also gets lost, stolen or damaged?

Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.

What happens if I don’t add Onward VIP Protection+?
Choosing not to add Onward VIP Protection+? means your package isn’t covered for certain risks during transit, such as loss, theft, or damage. Without this coverage, we are unable to guarantee replacements or refunds for issues that arise after your order has shipped.

Does Onward VIP Protection+ cover returns for buyer's remorse?
No, Onward VIP Protection+ covers shipping issues, such as lost, stolen, or damaged packages, as well as a 90-day satisfaction guarantee on the products you’ve purchased. It doesn’t cover returns for reasons like change of mind or buyer’s remorse.