Frequently Asked Questions
HOW DO I PLACE AN ORDER?
Completing a purchase at Onward Reserve is simple: If you know what you’re after, just use the tabs at the top of the page to direct you towards your items. You can also shop by browsing through the Gazette section or you can even browse directly by each brand. After you’ve found an item, simply select your size and use the “Add To Cart” option on the page. Review the items in your cart by selecting the “My Cart” link at the top of the page. You can also add products to your Wishlist or use the “Remove From Cart”' option to delete items from your shopping cart. Click on “Proceed To Checkout” to complete your purchase.
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
We suggest registering as a member for a number of reasons outlined below. By registering, you’ll be able to:
- Track your orders and review past purchases
- Gain access to your Wishlist
- Get notified when new items and brands arrive
- Save your address and credit card details for faster checkout
- Manage your account information and preferences
IS IT FREE TO SET UP AN ACCOUNT WITH ONWARD RESERVE?
Absolutely. It’s not only free, but it makes checking out and finding exactly what you’re looking for that much easier! Set up an account to keep your information on file, stay up to date with the latest trends and much more.
WHAT IS A WISHLIST?
By adding items that you want onto your Wishlist, you can keep track of items that you’re after and place an order for the items whenever it’s best for you.
HOW DO I CREATE A WISHLIST?
To create a Wishlist, you’ll need to be registered and signed into Onward Reserve. When on any product page, use the “Add to Wishlist” button to automatically move items into various categories on your Wishlist. Your Wishlist can be found at the top of every page or by going to your “My Account”.
I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?
If you’ve forgotten your password, change it by clicking the “Forgot Password” link on the “Sign In” page.
WHICH SIZE SHOULD I ORDER?
All products are sold based on the sizing specifications provided to us by each brand. To ensure you receive the correct size, we suggest you review each tab labeled “Size & Fit” on every product page. Additionally, our customer service team can answer all of your questions on sizing and fit - simply email email@example.com for advice on sizing or style.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
All items are in stock at Onward Reserve unless "On Backorder" or “Out of Stock” is displayed. Please know that even if an item is in your shopping cart, it can still be purchased by another customer until you have completed checkout. If an item is listed as “Out of Stock”, add it to your Wishlist to be notified when it is back in stock.
IS IT SAFE TO USE MY CREDIT CARD AT ONWARD RESERVE?
At Onward Reserve, your personal security is extremely important to us. As such, we utilize a secure online payment gateway that encrypts your card details, to store and safely transmit your personal and credit card information through our systems - all orders are processed through our secure checkout system. If you would prefer to place your order by telephone, however, simply contact our Customer Service team at 1-888-543-5022.
WHICH COUNTRIES DOES ONWARD RESERVE SHIP TO?
Onward Reserve currently serves the United States, including Alaska and Hawaii. We’re working on international shipping options and hope to provide customers worldwide with the same service as we do our United States customers.
DOES ONWARD RESERVE SHIP TO POST OFFICE BOXES?
Yes. We try to serve all of our customers, including those who accept mail to P.O. Boxes. Please note that the delivery service for P.O. Boxes may utilize the USPS or other delivery services and could take slightly longer.
DOES ONWARD RESERVE SHIP TO MULTIPLE ADDRESSES?
You may only ship to one address per order. If your order contains gifts or other items that require shipping to multiple destinations, you’ll just need to place separate orders for each location.
HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?
For information on delivery and shipping charges, view our shipping information page.
DO YOU OFFER A LOCAL PICK-UP OPTION?
Yes. We offer a local pick-up option from our Athens, GA location. Simply select the option “Local Pick-up” during the checkout process. Local pick-up is available during regular business hours of Monday through Saturday 10am to 6pm. Feel free to call us at 1-888-543-5022 for more information and to ensure your order will be available when you arrive.
IS MY PACKAGE INSURED?
All items are insured against theft and damage while in transit from Onward Reserve to the shipping address on the order through our shipping partners. Once your items have been delivered to the specified delivery address, they’re no longer covered by a form of insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or let us know as soon as possible so that the situation can be addressed in a timely manner.
DO I NEED TO SIGN FOR MY ORDER?
A signature is not required for the acceptance of orders.
IS IT POSSIBLE TO CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PROCESSED AND SHIPPED?
We are unfortunately unable to redirect orders to a different address after they’ve been processed and have left our distribution center. Therefore, please ensure that you have provided the desired shipping address during checkout.
CAN I ADD ITEMS TO AN OUTSTANDING ORDER?
Unfortunately, it’s not possible to combine orders or add items to an existing order.
HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?
After you place your order, you will be directed to an order confirmation page and will also be sent an email confirming that your order has been received. In the rare case that any of the items you have ordered are not in-stock or readily available, you will receive an email or phone call from our Customer Service team to ensure that you’re only charged for the items in the order that we’re able to fulfill.
CAN I TRACK MY ORDER?
Yes. Once your order has been shipped, you’ll receive email confirmation of your shipping details and a tracking number. If you’ve registered with us, you’ll be able to view and track your shipment through your “My Account” section labeled “'Order Status”.
WHERE IS MY ORDER?
We aim to process and ship all orders within 24-48 hours. Estimated delivery times should only be used as an approximation and begin from the date that your order is processed. Once your order has been shipped, you’ll receive email confirmation of your shipping details and a tracking number. If you’ve registered with us, you’ll be able to view and track your shipment through your “My Account” section labeled “'Order Status”.
Items should be returned new, unworn and with all original tags and labels still attached. In addition, shoes should be returned in their original, undamaged shoe box. We may refuse to accept returns which are not in the above specified conditions.
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
All returned products will either be refunded to the purchaser's credit card or to your Onward Reserve account. The refund will be issued for the price of the merchandise and will exclude shipping costs. If your order was shipped to a location within the state of Georgia, all sales taxes will also be refunded. Please be aware that it can take up to a week for the refund to appear in your account.
WHAT IS ONWARD RESERVE CREDIT?
Onward Reserve credit is like store credit that you can use towards any future purchase on Onward Reserve.
HOW DO I USE ONWARD RESERVE CREDIT?
Your Onward Reserve credit will be automatically applied to your next purchase. If the total amount of your purchase exceeds the amount of your available credit, you must pay the balance from a credit card. If your purchase is less than your amount of your Onward Reserve credit, any unspent credit will remain in your account.
HOW DO I USE A PROMOTION CODE?
Promotion codes should be entered into the “Promotion Code” box during checkout.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
NEED MORE HELP?
No problem! Feel free to reach out to someone in Customer Service with any other questions. You can email us at firstname.lastname@example.org or call us at 1-888-543-5022 for just about anything.