For the quickest and easiest resolution, we strongly encourage you to add Onward’s VIP Protection+ to your order! This insurance helps provide customers with the piece of mind that should the unexpected happen with an order, you are completely covered by Onward who will work to replace or refund the order. For more details on the service, and how to file a claim, please see our support article What is Onward VIP Protection+?.
Should you ever receive a product that is damaged, or your shipment is missing a product altogether, and you order did not include VIP Protection+, please send an email to firstname.lastname@example.org within two (2) weeks of delivery and our Community Support Team will help to assist. To expedite this process, please include a photo of the damaged product, if applicable.