My order arrived damaged, or never arrived. How do I file a Checkout+ claim?

If you added Checkout+ shipping protection at checkout, file your claim at https://app.useonward.com/make-a-claim

Claims cover orders that arrive damaged, go missing in transit, or are marked delivered but stolen after delivery. You have 30 days from the delivery date to file, so do not wait.

Have your order number ready, and photos if the item arrived damaged. Onward reviews the claim and arranges either a replacement or a refund at their cost.

Not sure whether you have Checkout+ on your order? Check your order confirmation email, or email help@thecoldlife.com and we will look it up.

If you did not purchase protection, contact us anyway. We will still check with the carrier and tell you what options exist.