How to use this page. Everything below the divider is sample copy written for your shoppers — adapt it and publish it on your own FAQ or shipping page. Two things to change before you do: swap in your own Satisfaction Guarantee length wherever you see [NUMBER], and don't add specific claim filing deadlines. Filing windows differ by what went wrong and are set by Onward, so a hard-coded number on your site will eventually be wrong — the current rules are in What Are Claims & When Can Customers File? if you need to check them.
What is Onward Checkout+?
We've partnered with Onward to provide carbon neutral shipping protection and a [NUMBER]-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 [NUMBER] 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 [NUMBER] 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, a replacement order, or store credit. Claims are typically reviewed within 1–2 business days.
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?
It depends on what went wrong. Some issues — like a damaged package — can be reported right away, while others ask you to wait a few days first in case the package is simply delayed. Start a claim and we'll tell you straight away whether your order is eligible, and if you need to wait, how long is left.
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.