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🚀 Contact Claims for questions about a claim

🚀 Contact Support for all general questions

Protection Policies

Onward Package Protection covers lost, stolen, and damaged items—review the policies to understand what qualifies for coverage.

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✔️ Missing Items

✔️ Stuck In Transit

✔️ Stolen Package Policies

✔️ Damaged Package Policies

✔️ Satisfaction Guarantee / Quality

✔️ Wrong Items

✔️ Return To Sender

Claim Resolution Expectations

When an order issue is reported and resolved, the item(s) will either be reordered, offered store credit, or refunded depending on partner policies, product type, in-stock availability, and/or the percentage of discounts received. In some cases, order issues may not be approved per the Onward Package Protection policies.

In this article, you can read more about what to expect in each scenario and where to reach out for further questions.

Onward will respond to all inquiries within 1-2 business days.

If you have any questions regarding a reorder or refund completed through Onward Package Protection, you can reach out to our Claims team at [email protected] and we'll be happy to assist however we can!

Reorder Requested
Refund Requested
Store Credit

Additional notes

If the response time expires without all requested documentation being submitted, the claim status will be updated to Unqualified.
Partial submissions do not pause or reset the response time.
- Example: If a shipping address, ID, and police report are requested, submitting only the shipping address does not extend the deadline.

Claim Review & Discretion Disclaimer

Onward reserves the right, in its sole discretion, to determine whether the information and documentation provided by a customer is complete, accurate, and sufficient to support a claim.

FAQs

Onward Protection FAQs

What is Onward?
Why do I need Onward Package Protection?
What if I no longer want Onward?
What info do you gather and how do you use my data?

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