Shipping policy

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

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.

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.

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/