Onward Checkout+ Shipping Protection

How it works, what’s covered, how to file a claim, cashback rewards, and more.

How does Onward Shipping Protection Work?

Onward Checkout+ Shipping Protection is an optional add-on you can select at checkout to protect your order from loss or theft while in transit. If something goes wrong with your shipment, Onward makes it quick and easy to request a replacement or re

How to File a Claim With Onward Shipping Protection

If your order was lost or stolen and you purchased Onward Checkout+ Shipping Protection, here’s how to submit a claim:. Open the email titled “You’re Protected with Onward” that arrived shortly after your SAXX order confirmation. Click the link inclu

How to Remove Onward Shipping Protection From Your Order

If you added Onward by accident or changed your mind, you can remove it as long as your order hasn’t shipped yet. Open the email from Onward that you received right after placing your order. Click the link inside — it includes instructions to cancel

Onward Checkout+ Cash-Back Rewards

Onward Checkout+ Shipping Protection includes cash-back rewards that give you money back on future purchases. When you add Onward Checkout+ at checkout, you qualify for cash-back rewards. Rewards are issued through Onward and sent directly to your em

Do I Need Onward Checkout+ Shipping Protection?

Onward Checkout+ Shipping Protection is optional, but many customers choose it for the added peace of mind. Fast, hassle-free claim process. Full protection against loss, theft, or damage. No waiting periods with carriers. Cash-back rewards for futur

When Should I File a Claim?

Marked As Delivered (Stolen). Stuck In Transit (Lost). Damaged

How does Onward Process Refunds or Reorders?

Refunds: When refunding an item, Onward covers the subtotal, shipping, and taxes.Reorders: Onward will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Onward will cover the cost of any reorders, including sh

What if My Order Never Arrives or is Stolen?

Onward definitely helps cover these instances!Simply add Oneward Checkout+ Shipping Protection at checkout, and if your order has not arrived, please file a claim with Onward here.

What if My Order Arrives Damaged?

Onward covers damage as well! To protect your order against damage that occurred during shipping, add Onward Checkout+ Shipping Protect at checkout. If your order has arrived to you damaged, and the physical product is unusable, please take photos of

How Do I File a Claim for my Lost or Stolen Order?

If you insured your order with Onward at checkout, you will receive a confirmation email from Onward with a link to file a shipping issue. You can also file a shipping issue or claim here. To file a claim, you will need your store order number OR Onw

What are Onward’s Terms and Conditions?

Onward’s terms and conditions are listed here: https://useonward.com/terms-and-conditions/

Why do I need Onward Checkout+ Shipping Protection?

Onward Checkout+ offers you "peace of mind" shipping protection for all of your orders at an affordable price. The cost to you - to fully protect your package in the event that it is lost or stolen - is calculated based on the subtotal of the order a

Is Onward a Licensed Insurance Company?

What is Onward?

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

What if I didn't want Onward Checkout+ Shipping Protection?

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 refund you.

What info does Onward gather and how do they 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 order information such as tracking numbers, carrier names, and product info. They employ multiple laye

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

Click here!Note: Onward refunds the cost of the item(s) alone. Shipping costs, taxes, and the Onward premium are not included.

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 outside of this timeline, Onward will denythe order issue according to these policies:Order issues for pa

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.

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

Onward Checkout+ is not a product replacement plan and the claim will not be approved. Instead, refer to the SAXX return policy noted in the Help Centre.

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 7 business days to see if there are any additional updates from the carrier before submitting a claim.Carriers update their website with expected delays due to incleme

How does Onward Checkout+ work with payment installment companies?

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

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 wait at least 5 business days for additional updates from the carrier before submitting a claim.Onwa

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 that are sanctioned by the US. List available here

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 responding to the original email.

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

Item is out of stock:Onward can offer you a refund for the item that is out of stock.

Claim Resolution Expectations

When an order issue is reported and resolved, the item(s) will either be reordered, offered store credit, or refunded depending on partner policies, product type, in-stock availability, and/or the percentage of discounts received. In some cases, orde

The carrier said they delivered my package, but I did not receive it

Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.Onward may ask you to wait at least 5 business days to allow the carrier time to deliver the package. Onward may also ask you to con

My order is marked as unfulfilled or unshipped

Onward Package Protection is not yet in action because the order has not shipped.

I have not received shipping or tracking information about my order

Once you've made an online purchase and added Onward Checkout+ Shipping Protection, you should receive both a confirmation of coverage from Onward and a confirmation of purchase/shipping from SAXX.If you're having trouble tracking down your order, we

The carrier could not deliver my package

My package required a signature, but the carrier did not obtain a signature

Onward does not cover situations where a signature was required, but not obtained.In these instances, the carrier ships the package back to SAXXYou will be notified to reach out to SAXX