Stolen Package Policy

When does Onward consider a package to be stolen?

• If an order is delivered, but nowhere to be found, Onward, at its discretion, may consider your package to be stolen.

• If you entered the correct address at checkout and the package was delivered to the wrong address, Onward considers this as stolen and we will replace the order on your behalf.

The carrier said they delivered my package, but it’s nowhere to be found

• Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.

• If you live in an apartment complex, you may encounter a situation where:

  • a mail hub where the mailman delivers all mail

  • a single-family home where the order may have been placed on the front step

  • the mailman delivered the item to the wrong house

• Our Customer Support team looks at these order issues on a case-by-case basis and determines the best course of action to resolve your claim.

Filing a police report

• At our discretion, Onward may file an online police report with your local station on your behalf when your package is considered to be stolen.

• Upon request, Onward may require additional documentation such as proof of identity, a notarized statement, address, etc.

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

Stolen Claim Resolution:

• For stolen clams, Onward will not provide a refund back to card. Onward will provide reorder and refund in form of store credit (if the items are available), and only refund in form of store credit (if items are not available).