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?

We have partnered with Onward to provide carbon neutral shipping protection against lost, stolen and damaged packages. When you add Onward to your order, you will be fully protected in the event something goes wrong with your shipment. Simply opt in to Onward in your cart at checkout and you will have full protection should something go wrong with your shipment.

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. This means there is no net cost to you to opt in. In fact you end up with 2% cashback for every order placed

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. 

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.

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.

Why should I opt in for Onward?

• 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.

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.

Who does Onward partner with to make shipments carbon neutral?

Onward has partnered with Cool Effect, a 501c3 non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.

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! The MASC team is also at your disposal should you wish for us to handle the claim on your behalf.