Why is Onward offering a refund instead of replacing my item(s)?Updated 4 days ago

Sometimes, instead of sending a replacement, Onward may issue a refund for your protected item. This can happen for a few reasons:

• Item is out of stock: Onward does not have access to the merchant’s inventory or information about when an out-of-stock item will be available again. If your item is unavailable, Onward will issue a refund since a replacement cannot be guaranteed.

• Customized items: If your item(s) were custom ordered, personalized, or one-of-a-kind (such as an autographed collectible), Onward cannot place a reorder. Instead, a refund will be provided.

• Proof of identification required for reordering: Some merchants require customers to upload proof of identification to place an order. Onward cannot provide or upload our employees’ ID to reorder on your behalf. To protect everyone’s privacy and security, Onward offers a refund instead of a replacement in these cases.

Kindly note, refunds are issued as store credit in the form of a digital gift card. These gift cards do not expire and are valid only on Modells.com.

If you have questions or need assistance, please reach out to our customer support team through our Contact Form.