How do I file a claim with Onward?Updated a day ago

To file a claim for a reorder or refund through Onward, please click here: Checkout+ by Onward Claims Portal. You can also reference your initial confirmation email from Onward and click "File a Claim."

When submitting a claim, please include a clear description of the issue and be prepared with the following: 

• Order number(s)
• Item(s) in question, including name and SKU (found in your confirmation email)
• Photos of any damaged item(s) and/or packaging
• Shipping address

Once you've completed the claim form with all required details, submit it for review. The Onward team aims to address all inquiries within 1–2 business days. Depending on your case, they may reach out via email for additional information. Please check spam and promotional folders, as Onward will automatically close your claim if you do not respond within 5 days.

Kindly note, Onward can only process claims filed within specific timeframes depending on your order’s shipping status. Claims filed outside these windows will be denied:

• Packages presumed lost (status is not "Delivered"): File between 7 and 30 days from the last tracking update.
• Packages marked “Delivered” but not received: File between 2 and 15 days after delivery. 
• Damaged packages/items: File no later than 15 days after delivery.

If you have questions regarding the claims process, please contact the Onward team at [email protected]. They are happy to assist however they can!