How and when will my claim be resolved?Updated 19 days ago

Onward aims to respond to all inquiries within 1–2 business days. Approved claims are resolved either by reordering the product or offering a refund via store credit. 

While you may request a preferred outcome, resolution options depend on partner policies, product type, and stock availability. Additional terms and conditions may apply.

Reorders:

• Onward will process a reorder on your behalf. You will receive a confirmation email from The Franklin Mint that includes your new order number and purchase receipt.
  

• Once the order is fulfilled, you will receive a separate email with tracking information, including the tracking number and a link to track via the carrier (e.g., UPS, USPS).
  

• Every reorder placed through Onward remains covered by Checkout+ by Onward in case of lost, stolen, or damaged items, without additional charge.
  
  

Refunds:

• If your refund is approved, it will be processed as a store credit in the form of a digital gift card. These gift cards do not expire and are valid only on franklinmint.com.

• Onward refunds cover item costs only — shipping fees, taxes, and the Onward premium are not refundable.
  
  

Please note, Onward will automatically close your claim if you do not respond to requests for additional information within 5 days. Be sure to check spam and promotional folders to avoid missing outreach from Franklin Mint or Onward.

If you have questions regarding a reorder or refund completed through Onward, please contact their claims team at [email protected]. They are happy to assist however they can!