--- title: What Is Onward Protection? description: Learn what Onward Protection is, what it covers, how claims work, and how Ratio customers can protect orders against lost, stolen, or damaged shipments. --- [Skip to content](https://help.ratiocoffee.com/what-is-onward-protection#main-content) English Show submenu for translations ![b8418dc3-0886-4e57-a609-b76b4a600d63.png\]](https://help.ratiocoffee.com/hs-fs/hubfs/b8418dc3-0886-4e57-a609-b76b4a600d63.png?height=42&name=b8418dc3-0886-4e57-a609-b76b4a600d63.png) - [Choosing the Right Ratio Machine](https://help.ratiocoffee.com/choosing-the-right-ratio-machine) - [Warranty Form](https://ratiocoffee.com/pages/warranty-request-form) - [Return Form](https://ratiocoffee.com/pages/return-request-form) Open main navigation Close main navigation - [Choosing the Right Ratio Machine](https://help.ratiocoffee.com/choosing-the-right-ratio-machine) - [Warranty Form](https://ratiocoffee.com/pages/warranty-request-form) - [Return Form](https://ratiocoffee.com/pages/return-request-form) - English Show submenu for translations - [Home](https://ratiocoffee.com/) [Home](https://ratiocoffee.com/) How can we help? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.ratiocoffee.com/?hsLang=en) 2. [Getting Started](https://help.ratiocoffee.com/getting-started?hsLang=en) # What Is Onward Protection? ## Onward is an optional checkout upgrade available on eligible Ratio orders that helps protect your shipment if something goes wrong during delivery. It also provides free returns on all upgraded orders. When added at checkout, Onward provides protection for packages that are: - Lost in transit - Stolen after delivery - Damaged during shipping - Missing items - Returned to sender Onward also includes additional customer benefits such as: - Carbon neutral shipping support - CashBack rewards for future purchases - Simplified claims support ### How Does Onward Work? Adding Onward to your order is simple. **Step 1: Add Onward at Checkout** During checkout, you will see the option to add Onward Protection to your order in the cart before proceeding to checkout. ![Screenshot 2026-05-22 at 10.59.19 AM](https://help.ratiocoffee.com/hs-fs/hubfs/Screenshot%202026-05-22%20at%2010.59.19%20AM.png?width=291&height=275&name=Screenshot%202026-05-22%20at%2010.59.19%20AM.png) Continue without Checkout+ will not add Onward protection to your order. ![Screenshot 2026-05-22 at 11.00.28 AM](https://help.ratiocoffee.com/hs-fs/hubfs/Screenshot%202026-05-22%20at%2011.00.28%20AM.png?width=290&height=278&name=Screenshot%202026-05-22%20at%2011.00.28%20AM.png) **Step 2: Receive a Confirmation Email** After your order is placed, Onward will send you a confirmation email outlining your protection coverage and how to file a claim if needed. **Step 3: Track Your Shipment** You’ll continue receiving shipping and tracking updates as your order moves through transit. **Step 4: File a Claim if Something Goes Wrong** If your package is lost, stolen, or arrives damaged, you can quickly file a claim directly through Onward. Claims can typically be submitted here: [**Onward Claim Portal**](https://app.useonward.com/inquiries/new?utm_source=chatgpt.com) ### How Long Do Claims Take? Most claims receive an initial response within approximately one hour and are typically resolved within 1 business day once all requested information has been submitted. Depending on the situation and Ratio policies, approved claims may result in: - A replacement order - A refund - Another appropriate resolution ### Can I Remove Onward After Ordering? Yes. If you decide you no longer want Onward Protection after placing your order, you can request a refund for the protection coverage. In many cases, Onward also includes a self service refund option directly within the confirmation email they send after purchase. ### What Does Onward NOT Cover? Coverage details may vary depending on the claim type and circumstances. Claims involving fraud, incorrect shipping addresses entered at checkout, or other excluded situations may not qualify. If you are unsure whether your order qualifies, please contact our support team or submit a claim through Onward for review. - [Getting Started](https://help.ratiocoffee.com/getting-started?hsLang=en#main-content) - [Eight Series 2](https://help.ratiocoffee.com/getting-started?hsLang=en#eight-series-2) - [Six](https://help.ratiocoffee.com/getting-started?hsLang=en#six) - [Four](https://help.ratiocoffee.com/getting-started?hsLang=en#four) - [Eight Original](https://help.ratiocoffee.com/getting-started?hsLang=en#eight-original) - [Ratio Rewards](https://help.ratiocoffee.com/getting-started?hsLang=en#ratio-rewards) - [Coffee Guides & Education](https://help.ratiocoffee.com/coffee-guides-education-1?hsLang=en#main-content) - [Water](https://help.ratiocoffee.com/coffee-guides-education-1?hsLang=en#water) - [Grind](https://help.ratiocoffee.com/coffee-guides-education-1?hsLang=en#grind) - [Coffee](https://help.ratiocoffee.com/coffee-guides-education-1?hsLang=en#coffee) - [Grinders](https://help.ratiocoffee.com/coffee-guides-education-1?hsLang=en#grinders) - [Dose](https://help.ratiocoffee.com/coffee-guides-education-1?hsLang=en#dose) - [Maintenance](https://help.ratiocoffee.com/coffee-guides-education-1?hsLang=en#maintenance) - [Materials](https://help.ratiocoffee.com/coffee-guides-education-1?hsLang=en#materials) - [Maintenance](https://help.ratiocoffee.com/maintenance?hsLang=en#main-content) - [Cleaning](https://help.ratiocoffee.com/maintenance?hsLang=en#cleaning) - [Ratio Eight Series 2](https://help.ratiocoffee.com/maintenance?hsLang=en#ratio-eight-series-2) - [Ratio Eight Original](https://help.ratiocoffee.com/maintenance?hsLang=en#ratio-eight-original) - [Ratio Six](https://help.ratiocoffee.com/maintenance?hsLang=en#ratio-six) - [Ratio Four](https://help.ratiocoffee.com/maintenance?hsLang=en#ratio-four) - [Grinders](https://help.ratiocoffee.com/maintenance?hsLang=en#grinders) - [Warranty](https://help.ratiocoffee.com/warranty?hsLang=en) - [Returns](https://help.ratiocoffee.com/returns?hsLang=en) - [Troubleshooting](https://help.ratiocoffee.com/troubleshooting?hsLang=en#main-content) - [Eight Original](https://help.ratiocoffee.com/troubleshooting?hsLang=en#eight-original) - [Eight Series 2](https://help.ratiocoffee.com/troubleshooting?hsLang=en#eight-series-2) - [Ratio Six](https://help.ratiocoffee.com/troubleshooting?hsLang=en#ratio-six) - [Ratio Four](https://help.ratiocoffee.com/troubleshooting?hsLang=en#ratio-four) - [Accessories](https://help.ratiocoffee.com/troubleshooting?hsLang=en#accessories) - [Choosing the Right Ratio Machine](https://help.ratiocoffee.com/choosing-the-right-ratio-machine) - [Warranty Form](https://ratiocoffee.com/pages/warranty-request-form) - [Return Form](https://ratiocoffee.com/pages/return-request-form) [![Chill listening crop-3](https://help.ratiocoffee.com/hs-fs/hubfs/b8418dc3-0886-4e57-a609-b76b4a600d63.png?width=100&height=25&name=b8418dc3-0886-4e57-a609-b76b4a600d63.png "Chill listening crop-3")](https://ratiocoffee.com/) Help Center Copyright © 2026, Ratio