Onward Protection FAQs

What is Onward?

Onward provides Package Protection at checkout with partnered merchants to unlock full package protection and seamless resolution for order issues.

Why do I need Onward Package Protection?

Onward offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you - to fully protect your package in...

What if I no longer want Onward?

If your package has not shipped, Onward can refund the Onward premium. If the item has shipped, Onward is already protecting the package and cannot re...

What info do you gather and how do you use my data?

Onward uses delivery and order information to provide as much detail as possible about your order. To do this, Onward parses your emails to collect or...

How do I report an order issue to get a replacement or a refund?

Click here ! Note : We refund the cost of the item(s) alone. Shipping costs, taxes, and the Onward premium are not included. We also do not pay cus...

What does my shipping status mean?

Shipping statuses can be confusing. These definitions should help clarify why your order may be stuck in a particular status. For example, if your ord...

Is it ever too late to file a claim?

Onward will only act on an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outsi...

What if I input the wrong address during checkout?

Onward does not cover situations where you entered the wrong address at the time of order. You will need to reach out to the merchant to remedy the in...

What do I do if I am unsatisfied with my order?

If the you are unsatisfied with your product(s) quality, Onward is not a product replacement plan and the claim will not be approved. Instead, you wil...

What happens if my package is does not arrive on the estimated or expected delivery date?

If your package is delayed for whatever reason, Onward asks that you wait at least 5 business days to see if there are any additional updates from the...

How does Onward work with subscriptions?

For existing subscriptions where you purchased Onward Package Protection, if any of your items in the subscription were lost, stolen, or damaged in tr...

How does Onward work with payment installment companies like Sezzle or Afterpay?

If Onward processes a refund for your order, it is your responsibility to pay your installments to the payment installment company directly.

Can Onward help if I placed an order, but never received a tracking number or other shipping information?

Onward is happy to work with the merchant to confirm whether the item shipped and provide any tracking information that is available. If the merchant ...

My package has been marked as “Pre-Shipment”, can Onward help resolve this?

Unfortunately, packages may be marked as “Pre-Shipment” for several days, but this does not mean that your package has been lost! Onward asks that you...

Does Onward covered packages that are shipped internationally?

Yes, but Onward is based in the United States of America and due to shipping policies in the US, Onward will not cover orders shipped to countries tha...

Why did Onward close my claim?

Onward will automatically close your claim if you do not respond to our request for information within 5 days. You can open your claim again by respon...

Why is Onward offering a refund instead of replacing my item(s)?

Reordering the item(s) requires proof of identification: If you purchased from a merchant that requires you to upload proof of identification to place...

Why do I have two Onward Protection products in my cart?

Onward Protection is sold on a per-delivery-window basis. If you’ve subscribed to multiple plans (for example, a monthly subscription and a quarterly ...