Stuck in Transit Policies

A package is deemed to be stuck in transit if there has been no update from the carrier for at least 7 days.

After 7 days a stuck in transit claim can be filled.

Onward reserves the right to wait up to 12 days from the last update made by the carrier to resolve the claim.

For International orders the waiting period is 20 days from the last update made by the carrier.

As a confirmation from customer, shipping address added at time of checkout may be requested to be confirmed.

The customer can file the claim up to 30 days after the irresponsive starting period for a stuck in transit claim.

Customer Response time: 15 days from claim creation, all relevant information must be provided, if this is not done, Onward reserves the right to mark the claim as unqualified.

My order is stuck in customs

• Onward cannot cover when your order is stuck in international borders/customs.

• Your next step is to pay the customs fees in order to receive the package.

• If Onward replaces something the you have already paid customs on, under Onward discretion, Onward can approve and pay customs the second time.