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What is Onward VIP & how to file a claim?Updated 9 months ago

What is Onward VIP Protection+?


We’ve partnered with Onward to provide our customers with carbon neutral shipping protection and our 90-day satisfaction guarantee on your first purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages. You’ll also have 90 days after your first purchase to trial your JOI products. If you are dissatisfied with your JOI products, Onward will work with us to make it right or refund your purchase.


How does Onward work?


Onward is an on-demand concierge service that covers our customers in the event they have shipping issues or are dissatisfied with their first purchase. If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will be reviewed for approval within an hour.



How Do I File A Claim?


You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.


Who does Onward partner with to make shipments carbon neutral?


Onward has partnered with Cool Effect, a 501c 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.


How Much Time Do I Have To File A Claim?


You’ll have 90 days from the order date to file a claim.


What happens if my replacement order through Onward also gets lost, stolen or damaged?


Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.


You can also reach out to their  Support team with any general questions or their  Claims team for questions about a specific claim.

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