We’ve partnered with Onward to provide our customers with carbon neutral shipping protection on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen, damaged packages. The coverage also protects you in cases of Return to Sender and missing or wrong items received in your delivery. VIP Protection+ is a 3rd party service, offered and administered by ShopSimon™ partner, Onward.
What does VIP Protection+ cover?
Onward VIP Protection+ covers instances that meet the following criteria.
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Lost: Domestic packages that have not had a tracking update in at least 5 days are eligible (20 days for international shipments, including Canada). Claims must be filed within 30 days from the last valid tracking event.
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Stolen: Packages marked “delivered” yet not received are considered “stolen”, though this may be due to some mishaps that are not criminal in nature. Claims can be filed 2 days after the delivery date assigned by the carrier and must be made within 15 days. Onward may request any of the following during the claim process: a filed police report, a valid ID for the customer and a valid phone number for the customer.
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Damage: Items that have been damaged in transit to the point that they are no longer unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.) or manufacturing damages and defects. Claims must be filed within 15 days of the delivery date.
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Wrong Items Delivered: Covers instances where the customer received a different item(s) than ordered. Claims must be filed within 15 days of the delivery date.
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Missing Items: Covers instances where the customer did not receive the item ordered. Claims must be filed within 15 days of the delivery date.
- Return To Sender: Covers instances where the package could not be delivered and is being returned to the sender. Must be filed within 15 days of the carrier indicating that the shipment is being returned to sender.
Onward VIP Protection+ also offsets the carbon emitted during the delivery on your order to make the shipment carbon-neutral. Onward purchases carbon credits from our partner, Cool Effect, to neutralize the carbon emissions from your protected shipments.
How does Onward resolve the delivery issues of my order?
The customer experience of Onward Delivery Guarantee is as follows:
- Add Onward VIP Protection+ at checkout for a modest fee
- After checkout, you’ll receive a confirmation email from Onward with all the coverage details, as well as instructions on how to report your package issue.
- If your protected package has a valid issue , you can report the issue via the Onward Resolution Center.
- Onward will assess the issue to determine if the reported order issue qualifies for an approved claim.
- For approved claims, Onward may provide a reorder, store credit or refund based on type of issue reported at its discretion.