William H.
Never delivered, never refunded. Route paid me, Onyx didn't
Update 30 September: I have now been refunded, but not by Onyx. Route, the shipping protection company, paid out my claim ($535.49) after Onyx stopped answering them too. Onyx itself never replied to me again and never refunded anything. If you order here, add Route at checkout: it is the only reason I got my money back. Original review: I ordered on 18 June 2026 (order #213836, $550.75, including $15.26 for Route shipping protection). The UPS parcel stopped moving on 1 July and was never delivered. On 7 July support said they would open a trace with UPS. On 27 July they told me they hadn't heard back from their own team and that I should file with Route instead. Route approved my claim on 12 August and sent a replacement. That replacement was returned to Onyx. On 4 September Onyx confirmed it to Route in writing: "I think that we can safely assume that we received it!" Three days earlier, on 1 September, Onyx had told me that Route protection "was not added at checkout" (it is a line on my invoice) and that they had "not even received confirmation that the order has returned back to our border." They said they were escalating to management. That was the last reply I got. After that I wrote six times, offered to take the refund by card, PayPal or bank transfer, and gave them until 25 September. Nothing. The fast-shipping reviews here may well be true. This is what happens when something goes wrong.