How and when will my claim be resolved?Updated a month ago
Onward aims to respond to all inquiries within 1–2 business days. Approved claims are resolved by reordering the product or offering a refund back to your original form of payment. You can also choose to receive a digital store credit with an additional 5% back.
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:
If your claim is approved, Onward will process a reorder on your behalf. You will receive a confirmation email from Modell’s 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 claim is approved, it will be processed within 1-2 business days. It will generally be available in 5-7 business days, depending on your banking institution.
Onward refunds cover item costs only — shipping fees, taxes, and the Onward premium are not refundable.
Store Credit:
If your claim is approved and you choose store credit, Onward offers an additional 5% back on your original purchase amount. These gift cards do not expire and are valid only on Steinmart.com.
Onward store credits 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 Stein Mart 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!