Onward Shipping Protection - Peace Of Mind From Checkout To Delivery

Onward Shipping Protection - FAQs

At MASC, we want your order to arrive perfectly — but if life throws a curveball (like a lost, damaged, or stolen package), Onward's got your back.

What is Onward Shipping Protection?

Onward is an optional shipping protection you can add at checkout. It safeguards your purchase during delivery and ensures a fast, hassle-free resolution if something goes wrong.

What It Covers:

  • Lost Packages: Never arrived? No problem.
  • Stolen Orders: Snatched from your porch? Covered.
  • Damaged Goods: Something arrived broken? We’ll make it right.
  • Free Return Shipping: For select issues and merchants.

Why You’ll Love It:

  • Fast Resolutions: Most claims are resolved in just 1–2 business days.
  • Refund, Replacement, or Store Credit: You choose how you'd like it fixed.
  • Carbon-Neutral Shipping: Every protected order helps offset emissions.
  • Easy Claims: File in under a minute — no hoops to jump through.

How It Works:

  1. Add Onward at Checkout.
  2. Get a Confirmation Email with your coverage and how to claim.
  3. If Something Goes Wrong, file your claim easily here.
  4. Get Help Fast — with a resolution you'll feel good about.

Bonus: Get 5% Back with Onward CashBack

When you add Onward to your order, you’ll automatically earn 5% back in store credit through our CashBack program.

How It Works: Earn 5% of your order subtotal (before tax and shipping) as store credit. Your credit will be delivered via email as a unique discount code (sent to you 30 days after your purchase). Use it on your next purchase—no pressure, it’s valid for 12 months. There’s no limit to how much you can earn. The more you protect, the more you get back. If you return an item, your credit will be adjusted accordingly. Easy peasy. 

90-Day Satisfaction Guarantee

We stand behind what we sell—and your satisfaction matters. That’s why purchases protected with Onward also come with a 90-Day Satisfaction Guarantee.

How It Works:

  • Not satisfied with your purchase? File a claim within 90 days.
  • You’ll receive a full refund, and in most cases, you won’t have to return the item.
  • Just select “Not satisfied” when submitting your claim, and Onward takes it from there.
  • You may also get a quick feedback survey—your insights help us keep improving your experience.

Learn More or File a Claim:

Visit the Onward Support Hub

If you have any questions regarding a reorder or refund completed through Onward Package Protection, you can reach out to their Claims team at claims@useonward.com and they'll be happy to assist however they can!