For Shoppers

Frequently asked questions

About

What is Onward?

Onward is your digital shopping concierge. By adding Onward to your order, you unlock VIP benefits to ensure you have an amazing post-purchase experience.

With Onward, you’ll be 100% covered against lost, stolen and damaged packages. If you’re worried about your carbon footprint, we’ve got you covered and will make your delivery carbon neutral. When your products arrive, if you experience any quality issues, we’ll make it right!

Why do I need Onward?

Onward gives you complete piece of mind with your purchase. From delivery to qualify issues, we’ve got you covered!

What if I didn't want Onward

Not a problem. You’ll be able to cancel Onward so long as your product hasn’t shipped yet. Please contact us at help@useonward.com

How does Onward work with subscriptions?

Onward works seamlessly with your product subscriptions. When you create a subscription and add Onward, your initial order will be protected and all future orders will also be protected. You’ll be able to remove Onward from your subscription at any time.

Does Onward cover orders that are shipped internationally?

Yes! Onward covers both orders that are shipped domestically and internationally.

Claims

How do I report an order issue to get a replacement or a refund?

Visit our claims portal.

What do I do if I am unsatisfied with my order?

If you’re dissatisfied with the quality of the products you’ve received, please file a claim with us.

How long do I have to file a claim?

It depends based on the type of claim:

For product quality issues, the time to file a claim will be shown while you’re checking out
Damaged items need to filed no later than 15 days after delivery
Lost items need to filed within 30 days from the last carrier update.

Where can I see your full list of policies?

Please visit our customer support hub for a complete list of our policies.

How long will it take to resolve my claim?

You can expect your claim to be resolved in 1-2 business days

Other Features

Please note that the availability of certain features may vary depending on our partners.

What is Onward CashBack?

With Onward CashBack, you’ll receive credits to use on a future order from the merchant you are shopping with. You’ll be able to see the availability of CashBack and the amount of CashBack you’ll receive at the time of checkout.

Does CashBack expire?

You’ll have one year to use your CashBack before it expires

How does CashBack work?

To receive CashBack, simply add Onward to your order at checkout. Onward will then email you the CashBack details for your purchase.

How is Onward Free Returns?

With Onward Free Returns, you’ll avoid having to pay any return shipping fees or restocking fees when returning your order. You’ll be able to see at the time of checkout if Onward Free Returns is offered by the merchant you are shopping with.

How do I make sure I get a Free Return?

Just go through the normal return process with the merchant you ordered from. Onward will make sure you receive your full refund.

VIP Benefits
– without the
subscription

How it works

Add Onward VIP Protection+ to your order

File a claim in
minutes

We’ll reorder your items or issue a refund

Frequently asked questions

About

Claims

Other Features

VIP Benefits – without thesubscription

How it works

Add Onward VIP Protection+ to your order

File a claim inminutes

We’ll reorder your items or issue a refund

Frequently asked questions

About

Claims

Other Features

VIP Benefits
– without the
subscription

File a claim in
minutes