FAQ
Orders
Can I change or cancel my order?
If you need to change or cancel your order after it is placed, please email us at hello@onwardreserve.com immediately. We will do our best to accomodate your request. However, we cannot change or cancel orders once they are processed by our warehouse.
Do you offer gift wrapping?
Yes! We offer gift wrapping for $12.95 per item. You will see an option to add gift wrapping to your order on the cart page. Gift wrapping fees are not refundable.
Do you offer custom embroidery?
Yes! Many of our products are suitable for custom embroidery. If you would like more information, please submit our custom inquiry form.
Shipping
Do you offer free shipping?
We offer free domestic ground shipping on orders of $200 or more.
We offer several expedited shipping options available at checkout.
Shipping costs for international orders are calculated at checkout.
When will I receive my order?
For standard orders shipped via USPS, please allow three to five business days for your order to be processed and shipped.
For embroidered items, please allow seven to ten business days for your order to be processed and shipped. Embroidered orders do not qualify for expedited shipping.
For orders with expedited shipping, orders placed before 2pm EST qualify for same day shipping (or the next business day if it is a weekend of holiday).
Estimated transit times begin when your order leaves our warehouse. Once a package leaves our facilities, it is in the hands of the mail carrier. Shipping costs cannot be refunded.
Premium Shipping Transit Times (Estimate):
Fedex Ground: 3-5 business days
Fedex 2 day: 2-3 business days
Fedex Overnight: 1-2 business days
Items marked preorder have not yet arrived at our warehouse. We give our best estimate for when they will arrive on the product page. However, those dates are subject to change due to circumstances outside of our control.
For any questions regarding preorder items, please contact us at
hello@onwardreserve.com.
My tracking number hasn't been updated, where is my order?
Unfortunately once the package leaves our facility, we are at the mercy of the carrier. It is not uncommon - especially during the holidays - for tracking updates to be delayed. If your tracking number is not updated within two business days, please let us know and we will reach out to the carrier to see if there is anything we can do for you.
Can I expedite shipping on an embroidered item?
Custom embroidered items require an additional 7 to 12 days before shipping. If you choose an expedited shipping method at checkout for an embroidered item, we will ship your order with your chosen shipping method when it is ready. The additional processing time will still apply.
How do I track my order?
You will receive a shipping confirmation email with a tracking number when your order leaves our warehouse.
Your order may be shipped in multiple packages as necessary. In this case, you will receive multiple shipping confirmation emails that detail the items included in each package.
If you did not receive a shipping confirmation email with tracking information, please contact us at hello@onwardreserve.com.
What do I do if my package is marked as delivered but I haven't received it?
Once the package leaves our facility, we are at the mercy
of the carrier.
When packages appear to be missing, it is usually one of the following situations: The package may have been delivered to a neighbor's home. The package has been delivered to a different spot than normal on your property. The shipping carrier marked the order as delivered before it actually has been. If you are still unable to locate the package 5 business days after the labeled delivery date, please reach out to us!
When are your holiday shipping cutoffs?
If you are a last-minute shopper,
Ground: Orders must be placed by 5pm EST on Dec 15th
Expedited: Orders must be placed by 5pm EST on Dec 20th
Overnight: Orders must be placed by 5pm EST on Dec 22nd
If you miss the cutoff, our stores will be open until Christmas Eve.
Sale Periods
During a sale period, please note that our processing times may range from 10 to 14 business day, depending on the volume of orders. We apologize for this inconvience; we appreciate your patience.
Returns & Exchanges
What is your return policy?
We accept returns and exchanges of unwashed, unworn items with the original tags and labels intact within 30 days of purchase.
Shoes must be returned in their original, undamaged shoe box.
Items marked as Final Sale cannot be returned or exchanged.
Returns and exchanges are free. There is no charge for return or exchange shipping. However, the original shipping fee is not refundable.
If we are unable to exchange or repair a damaged item a store credit will be issued.
There is an additional charge on international returns or exchanges.
Do you offer extended returns for holiday purchases?
Of course! All orders placed between Nov 1st and Dec 14th are eligible for return or exchange until Jan 15th, 2024.
Orders placed on December 15th or later are eligible for our standard 30-day return window.
The same eligibility rules apply.
How do I start a return or exchange?
To begin a return or exchange, please visit onwardreserve.com/returns. You will be emailed a prepaid return label.
Can I return online purchases in-store?
You sure can. All of our stores accept returns and exchanges of online orders.
How long does a return or exchange take to process?
Exchange items will be sent out as soon the original purchase is received at our returns center. Embroidered exchanges may take 2-3 days once the item is received at our warehouse.
For returns, a virtual gift card is automatically generated as an option for those wanting to place another order on our website without waiting for a refund. If the gift card is unused, the full refund will be processed back to your original payment method.
Refunds can take up to 15 business days to appear on your bank statement once we have processed your return.
Refunds will be credited to your original payment method for the price of your product, and sales tax, if applicable.
I received a damaged or incorrect item. What do I do?
Please contact us at hello@onwardreserve.com. We will make it right!
Do you offer price adjustments?
We will honor price adjustments within 7 days of purchase if the exact item (same style, color, and size) is in-stock on our website. Just contact our customer experience team with your request.
Please note that if you are requesting an adjustment to a "final sale" price, then that item will no longer be eligible for return or exchange.
Stores
Where are your stores located?
You can find information (including hours and contact info) on all of our store locations on this page.
Can I return in-store purchases online?
Yes! You will need to contact us to initiate a return or exchange on an in-store purchase. You can email hello@onwardreserve.com to start the process.
Other
Are you hiring?
Maybe! Our latest job openings can be found on our careers page.
Where can I find the terms & conditions for the giveaway?
The SEC Championship giveaway terms & conditions can be found here.
I have a question about something else.
Our Customer Experience team is available Monday to Friday from 9am to 6pm. Just shoot an email to hello@onwardreserve.com or call (888) 543-5022.
We are still a small team. If we don't answer on the first ring, just leave a voicemail and we will get back to you as soon as possible!