What Is Onward Protection?

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.

Continue without Checkout+ will not add Onward protection to your order.

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

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.

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.

How Does Onward Work?Adding Onward to your order is simple.

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.

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.

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.

How Does Onward Work?
Adding Onward to your order is simple.

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.

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.

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.