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Lost Packages

We understand that unexpected situations like package theft or loss can be frustrating, however, Gear.com is not responsible for any lost or stolen packages that have been successfully delivered.

You're welcome to submit a lost package investigation through the mail carrier that was responsible for your packages delivery.

The only way to receive a reimbursement or replacement of a lost or stolen package is by purchasing shipping insurance via Onward Protection at checkout.

 

Steps you can take when contacting your mail carrier:

  1. Check Tracking Information:

    • Before assuming a package is stolen or lost, make sure to check the tracking information provided in your shipping confirmation email. Sometimes, packages can be delayed due to various reasons.

  2. Contact the Carrier:

    • If the tracking information hasn't updated for a while, we recommend reaching out to the shipping carrier directly. They might have more information about the package's whereabouts or any potential delivery issues.

  3. Check Delivery Location:

    • Verify that the package wasn't left in a less obvious spot or given to a neighbor. Sometimes, carriers may leave packages in inconspicuous places to prevent theft.

Preventing Package Theft:

We understand the importance of securing your packages. Here are a few tips to help prevent package theft:

  • Keep an eye on your tracking. Using the Shop App is a great way to check your delivery time and be notified.
  • Please be aware that not all items may come in one package. Multiple items may be shipped from different warehouses around the United States.

Onward VIP Protection. Protect your package and the planet.

Experience VIP protection & guaranteed satisfaction with Onward VIP Protection.

  • Shipping Protection from theft, loss, or damage. If anything happens, Onward has you covered.
  • Carbon Neutral Shipping
  • Offset the CO2 emissions of this shipment making it carbon neutral.

Need to make a claim with Onward? Grab your email address and order number. Please visit Onward's claim portal here to submit a claim.

Due to multiple shipping factors and working with multiple shipping companies, Gear.com reserves the right to approve or deny package claims. Gear.com is not responsible for package status once it leaves the warehouse.