We know you want your order to arrive safely and just as you expect it. That's why we've partnered with Onward VIP Protection+to give you extra peace of mind. Here are some common questions about how Onward works:
We’ve partnered with Onward to provide our customers with carbon neutral shipping protection and our 90-day satisfaction guarantee on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages.
Onward is an on-demand concierge service that covers our customers in the event they have shipping issues or are dissatisfied with their first purchase. If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will be reviewed for approval within an hour.
Onward will send an email directly to you at the time of purchase if their insurance has been added to the order with instructions for contacting the Onward team.
You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.
You’ll have 90 days from the order date to file a claim.
Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.
Onward has partnered with Cool Effect, a 501c non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.
