FREQUENTLY ASKED QUESTIONS

DELIVERY AND SHIPPING

How long does delivery take?

Delivery takes up to 10–15 business days inside the States when selecting the basic $7.99 shipping method. We also offer FedEx 2-Day or FedEx Standard Overnight shipping methods (FedEx does not deliver to P.O. Boxes, so unfortunately the 2-Day and Overnight options are not available for those shipping to a P.O. Box).

When do you process orders?

Orders placed after 2pm on Fridays, and throughout the weekends, will be processed on the following business day, including 2-Day or Overnight shipping.

Does Onward pay for my international package’s duties/fees?

No, for international orders, please note that in some cases your country may charge you duties, taxes, or import fees. We have no control over those and are not responsible for those fees.

PLEASE NOTE: Any order, domestic or international, that is returned back to us for either having an insufficient address, wrong address, unclaimed, etc., the customer will have to pay for reshipment of the package. We do not cover/reimburse for shipping costs in regards to a return/exchange.

I accidentally wrote the wrong address when I placed my order, what do I do?

If you contact us after your order has been placed regarding an incorrect or incomplete shipping address, we will make every effort to correct your information prior to your package being shipped. However, once your package has been processed and shipped, we cannot make any modifications to your shipment.

Onward Energy, LLC is not responsible for any lost package that is incorrectly addressed due to customer error. We generate our shipping labels from the information the customer provides. If you enter an incorrect or incomplete address (incorrect zip code, missing apartment/suite/office number/name, etc.) and your package is lost, Onward Energy is not responsible.

What is Route Shipping Insurance?

Route is ourshipping insurance that protects you and your order if lost or stolen. If you opt-out of the Route shipping insurance for lost, stolen, or damaged packages, we are not liable for any lost, damaged, or stolen packages in this case.

If you are experiencing a lost or stolen order and have Route you can easily file a claim with Route for a reorder or refund upon approval. They do ask that you wait 7 days until the package has been marked as delivered before filing a claim.

Here is the link for route:https://claims.route.com/

RETURNS AND EXCHANGES

What can I return?

All products can be returned for a full refund of the purchase price within 30 days of delivery. Supplements must be sealed, unopened, and in original packaging. Please do not open the products or you will void your right to return or exchange them. Onward Energy is not responsible for shipping costs on returned items for refund or exchange.

I ordered a new flavor but I don’t like it. Can I return it?

We do not issue refunds or exchanges for flavor, texture, or product dislike.

I got my order but my products were damaged during shipping, what do I do?

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, damage to the container, quality of the internal product, and/or receipt of wrong product, or you will void your right to return or exchange it. We request photos of the damaged products as well as the outside and inside of the packaging.

Can I return my apparel or accessories?

Apparel and accessories must be unworn, unwashed and in good condition to be eligible for return or exchange.

I sent my order back, when will I get my refund?

Refunds will be issued upon receipt of the returned products, and customers will be notified by email when their refund is initiated.

STILL HAVE ANY QUESTIONS?

Email us at cs@continueonward.com 

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