Damaged Claim Policies

When does Onward consider a package or item to be damaged?

• Onward considers an package or item to be damaged when:

  • The broken/damaged product is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

  • Onward does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items.

What does Onward need to process my damaged package/item claim?

• Claims for damaged orders must be filed within 15 days of the delivery date and you must provide photo evidence of the the damaged item.

• At its discretion, Onward may also require further evidence of your damaged item (i.e. more photos, videos, etc.).

Do I need to return my damaged item to the merchant?

• No, you do not need to ship it back to the merchant (unless the merchant indicates otherwise).

• If you received a broken item and need to dispose of it (i.e. shattered glass), you need to check your city ordinances and dispose of it properly.

Who can help with cosmetic damage to my item(s)?

• If your item is shipped with cosmetic damage, Onward recommends following up with the merchant directly.

• Cosmetic damage includes any noticeable damage to the item that does not affect its overall function. This may include, but is not limited to, dents, scratches, nicks, or chips.