Policy Details
Edited
In some cases, a package’s delivery can fail due to factors such as invalid address, failure to sign, or at the discretion of the shipping company and these packages are generally marked returned to sender as they are sent back to the original merchant.
If the tracking information confirms the returned to sender designation, Onward will cover the reshipment of these packages at no further cost to you.
Return to sender claim may not be approved, if in case the customer refused to receive the package or a wrong address was added at time of checkout.
Submission window: After the shipment is confirmed as return-to-sender, up to 30 days
Response time: 15 days from claim creation