What is Onward Checkout+?
We've partnered with Onward to provide carbon neutral shipping protection and a 90-day satisfaction guarantee on your purchase. When you add Onward Checkout+ to your order, you'll be protected against lost, stolen, or damaged packages.
For consumable products: You'll also have 90 days after your purchase to trial your products. If you're dissatisfied, Onward will work with us to make it right or refund your purchase.
For durable products: You'll also have 90 days to file claims for product-related issues such as rips, tears, defects, and scratches.
If you choose to waive Onward protection and your package is lost or damaged in transit, we'll do our best to help — though we can't guarantee recovery once your order is with our shipping partner.
How does Onward work?
Onward is an on-demand concierge service that covers you in the event of shipping or product issues. Add Onward Checkout+ to your order, and if something goes wrong, you can file a claim in just a few clicks and choose between a refund or a reorder. Claims are typically reviewed within one hour.
How do I file a claim?
You can file a claim through the confirmation email Onward sends after your order, or directly at app.useonward.com/make-a-claim.
Who does Onward partner with for carbon neutral shipping?
Onward has partnered with Cool Effect, a 501(c)(3) non-profit climate change organization, to neutralize carbon emissions from all Onward-covered shipments. When you add Onward to your order, you're automatically taking action against climate change.
How much time do I have to file a claim?
Depending on the claim type, you can file as early as 15 days from delivery and as late as 90 days from delivery if you're leveraging the Satisfaction Guarantee.
What happens if my Onward replacement order also gets lost, stolen, or damaged?
No problem — any replacement orders placed by Onward are still covered by Onward.