Shipping Policy

Last updated: [insert date]

Thank you for shopping with Onward. Please read below for details on how we process and ship your order.

Order Processing Time

All orders are processed and dispatched within 1–2 business days after payment is confirmed. Orders are not processed or shipped on weekends or public holidays.

During high-demand periods (sales, holidays, promotions), processing may take slightly longer. We'll notify you by email if there's a significant delay.

Shipping Time

Once dispatched, delivery times vary depending on your location:

Please note: total delivery time = 1–2 days processing + 7–14 days shipping, so please allow up to 16 business days from order placement to arrival in most cases.

Tracking Your Order

Once your order ships, you'll receive a confirmation email with a tracking number and link so you can follow your package's journey. Please allow 24–48 hours after dispatch for tracking information to update.

Customs, Duties & Taxes

For international orders, your shipment may be subject to import duties, taxes, or customs fees imposed by your country. These charges are the responsibility of the customer and are not included in your order total or shipping cost. We recommend checking with your local customs office for more information before ordering.

Delays

While we work with reliable shipping partners, delivery times are estimates and not guaranteed. Occasional delays can occur due to customs processing, weather, carrier disruptions, or high shipping volume. We appreciate your patience and will assist with any delivery concerns.

Incorrect Shipping Addresses

Please double-check your shipping address at checkout. We are not responsible for orders shipped to an incorrect address provided by the customer. If you notice an error, contact us immediately at [insert support email] — we'll do our best to update it before dispatch, but cannot guarantee changes once an order has shipped.

Lost or Missing Packages

If your tracking shows "delivered" but you haven't received your package, or if your order hasn't arrived within the estimated delivery window, please contact us at [insert support email] so we can investigate with the carrier.

Questions?

If you have any questions about your order or this policy, reach out to us at [insert support email] — we're happy to help.