Because of any damage issues that can arise from shipping carrier mishandling beyond Onward Energy's control we automatically offer Route shipping insurance. Damaged items should be claimed through Route's claims portal.
If you opted out of Route shipping insurance Onward Energy is not responsible for the replacement of any damaged items. In this case, we recommend filing a claim with the shipping carrier.
You must notify us within 48 hours of receiving your order, If there is a problem with the receipt of your order, including but not limited to, improper sealing, quality of the internal product, and/or receipt of the wrong product, or you will void your right to return or exchange it. Please note that we will require photos in this case. Please do not discard the item.