I placed two orders. Can Onward Research combine them so I don't have to pay the extra shipping?
No. While we understand your desire to save money on shipping and minimize packaging, our shipping operation cannot efficiently or cost-effectively capture orders mid-process and combine them for you. Your orders will be processed in the order they were received and sent out as individual orders. Please ensure your order is complete and the items that you need are added to your cart before you check out.
Can I get my items shipped to an APO/FPO/DPO?
We are happy to ship your items to you while you serve abroad. Keep in mind that it takes longer to process items through to your APO and allow plenty of time for your items to arrive. We are not responsible for items that do not make it to you before you change locations.
I don't live in the US; can I still order Onward Research equipment?
Due to export regulation and compliance, Onward Research only ships internationally to these countries listed below: (except to APO/FPO/DPO locations)
Northern Mariana Islands
United States (US) Virgin Islands
Onward Research only accepts payment from U.S. banking institutions. Please be aware that if your billing address does not reside in the United States, your payment will be declined.
If you try to process an order with a foreign billing address, you may see a pending charge on your statement. Contact your banking institution to inquire about how long they will hold the pending charge.
What shipping options do I have when placing an order on your website?
Currently Onward Research offers a flat rate shipping option. Shipping methods will vary between USPS, UPS, or FedEx. Order weight and customer location will determine which shipping option our warehouse uses to deliver your order.
When your order is processed and shipped by our warehouse staff, you will receive tracking information to the email you provided during checkout.
How long will it take to get my order?
We are every bit as impatient as you when we order something new, so we make sure orders are processed as quickly as possible.
What if I'm not home when my package arrives?
- - Orders are shipped from the warehouse 5-7 business days depending on the day of the week the order is completed.
- - If there are any issues with the address provided, it could delay the shipment of your order.
- - We will do our best to contact you via phone or email to resolve any issues that prevents us from shipping your order when we receive it.
We do not offer signature confirmation. USPS and FedEx will leave the package in your mailbox or at your front desk/door. If you are worried that your package may be stolen, please be present when it is delivered. Packages that are reported as delivered by the carrier but missing by you are considered delivered then stolen, particularly now that most carriers photo document each delivery.
What if I want to return something?
If you receive a product with manufacturing or materials defects, please contact us HERE (click to access our customer service form)
and we will make it right. This applies to the original purchaser and is non-transferable. We reserve the right to verify proof of purchase when processing claims. We will also send you a return shipping label to your email to send back the defective product for verification purposes.
We stand behind the quality of our products. If you receive a product with manufacturing or materials defects, please contact us HERE (click to access our customer service form) and we will make it right. This applies to the original purchaser and is non-transferable. We reserve the right to verify proof of purchase when processing claims. The item(s) must be unused, undamaged, and in original packaging in order to receive a refund for the returned item.
You must return the item(s) within 14 business days of delivery and will be provided a return label.
Once your return is received and inspected, we will send you an email to notify you that we have received your return item. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days. Shipping will not be refunded.
If you would like to exchange your purchase for another item, size or color, please follow the directions for returning an item and place a new order for the item(s) you would like instead.
Older versions of products cannot be exchanged for their newer versions.
Are items on the website that appear to be in stock actually in stock?
If it says it's in stock, we mean it, and you can buy it. If it's out of stock, you will not be able to add that item to your cart. We do not offer back orders or pre-sales at this time.
When will the item I want be back in stock?
Items that do sell out most often restock within 30-60 days. If an item is on the website but cannot be purchased, it most likely is simply temporarily out of stock. Please do not email us with stocking inquiries, as lead times are constantly changing, and the answer we give you today may be different tomorrow.
You can sign up for our newsletter to be informed of our restock dates and of new arrivals.