I wasn't sure about paying for what I think should be part of basic customer service from shipping companies - but when UPS failed to deliver my package for some unknown reason (still sitting at their facility weeks later) and I found out there is no way to speak to a person at UPS and they only have pre-programmed chat tools and IVRs that will actually tell you they have no way to connect you with a human - it was really nice when with one email request, Onward Protection cheerfully replaced the order within minutes in my case and I had the new order a few days later (via FedEx!). So while I probably could have eventually resolved the issue with UPS, the small fee for the protection was absolutely worth it to save me the hassle, headaches and time of trying to deal with them. Unfortunate this is necessary, but I am pleased that Onward VIP Protection did exactly what they promised and it was so easy to deal with them!
