How and when will my claim be resolved?Updated 2 days ago

Onward aims to respond to all inquiries within 1–2 business days. Approved claims are resolved either by reordering the product or offering a refund via store credit. 

While you may request a preferred outcome, resolution options depend on partner policies, product type, and stock availability. Additional terms and conditions may apply.

Reorders:

• Onward will process a reorder on your behalf. You will receive a confirmation email from Modell’s that includes your new order number and purchase receipt.
  

• Once the order is fulfilled, you will receive a separate email with tracking information, including the tracking number and a link to track via the carrier (e.g., UPS, USPS).
  

• Every reorder placed through Onward remains covered by Checkout+ by Onward in case of lost, stolen, or damaged items, without additional charge.
  
  

Refunds:

• If your refund is approved, it will be processed as a store credit in the form of a digital gift card. These gift cards do not expire and are valid only on Modells.com.

• Onward refunds cover item costs only — shipping fees, taxes, and the Onward premium are not refundable.

Please note, Onward will automatically close your claim if you do not respond to requests for additional information within 5 days. Be sure to check spam and promotional folders to avoid missing outreach from Modell’s or Onward.

If you have questions regarding a reorder or refund completed through Onward, please contact their claims team at [email protected]. They are happy to assist however they can!