O'Neill Customer Service

Shipping & Delivery
Q: When can I expect my order to be delivered?
A: If an order is placed before 12 PM PST, we try to ship out same day. Estimated delivery dates change based on location and are highlighted in the image below. Online orders may take 1 to 3 business days to process depending on order volume and product availability date. For all UPS expedited orders (3 day, 2 day, and overnight), days of delivery are only Monday-Friday. UPS does not deliver on Saturday for expedited orders. If you have any questions regarding order delivery, please contact customer service at [email protected] or by calling (855) 554-5930.

Ground Shipping Schedule

Q. Has my order shipped? How can I track my order?

A. You will receive a shipping confirmation email that is automatically generated when your package leaves our warehouse. It will contain information to track your order. If it has been a few days since you placed your order and you have not received shipping confirmation, please contact customer service at [email protected] or by calling (855) 554-5930. Our business hours are Monday - Friday from 7am-5:30pm.
Q. The site offers free shipping but why am I being charged? A. We offer Free Shipping in the continental U.S. Extra shipping has to be added for Alaska, Hawaii, Puerto Rico, and Guam.

Q. What are the Customer Service Hours of Operation?
A. Our business hours are Monday - Friday from 7am-4pm. We are closed on the weekends and national holidays. After hours, please contact customer service via email at [email protected]

Q. Will I be charged for an item on my order that did not ship?
A. If an item that you ordered is not listed on the invoice that comes in your delivery, then this item has gone out of stock. We will only charge you for what we ship to you, so please allow 3-5 business days for your new total to reflect in your bank account. We will notify you via email regarding the out of stock item. We do not have a back order program, so if you see that this item has become available again, please place a new order online.

Q. My order never arrived, what do I do?
A. Start by checking with surrounding houses or buildings to be sure that you item was not delivered to a neighbor. If you are unable to locate it, please contact customer service at [email protected] or by calling (855) 554-5930.

Q. Do you ship internationally?
A. Sorry, but us.oneill.com currently only ships to all 50 United States and U.S. Military addresses (APO/FPO). You can visit our other international sites if needed. We DO NOT ship to freight forwarders. If you enter an order to be shipped to a freight forwarder, unfortunately we will need to cancel the order.
Q. What kind of shipping courier do you use?
A. All US ground orders will be shipped Surepost. This will entail the order beginning with UPS and then being handed off to the post office or USPS for delivery. Any orders placed
With expedited delivery selected at check-out will need a physical address for delivery (NO PO BOXES) can be used.

Q. Can you ship to PO BOXES?
A. Yes we are able to ship to PO BOXES, once the order is placed we will ensure that all ground orders are shipped USPS only. Kindly note we do not offer a PO BOX delivery option for expedited shipping options at check out.

Q. Can addresses for shipments be adjusted once an order has shipped and left the warehouse?
A. No unfortunately address changes cannot be made through any of our couriers.

Ordering & Billing
Q. Can I use two promo codes or offers at once?
A. Only one offer may be redeemed at a time. No two promo codes or offers may be combined at any time.

Q. I ordered the wrong product, can I adjust my order?
A. Once an order is submitted, you cannot make changes. This includes size changes, shipping information and promotional codes. Please contact us as soon as possible so we can stop the order from shipping to you. For assistance please email [email protected] or call us at (855) 554-5930.

Q. Why do I see multiple charges on my credit card for one order?
A. Upon submitting your order, you will see one pending authorization for each attempt made to place your order. If you did not receive an order number at order completion, then you may have entered the incorrect billing address. We recommend contacting your bank to verify the billing address on your account before trying your order again. If you see multiple pending authorizations, it could be that you entered your billing information incorrectly and tried multiple times. These pending authorizations will be removed from your bank account within 3-5 business days.

Q. What is a pending authorization?
A. Pending authorizations are temporary holds on your credit line that guarantees available funds for the purchase costs. An authorization is not a charge to your account. The authorization is removed once the transaction is complete. Although pending authorizations usually last for 3 - 5 business days, the duration of these authorizations can vary. Please contact your bank for their policy regarding authorization holds.

Q. I am trying to place an order with a pre-paid gift card, why won’t my order go through?
A. When using prepaid gift cards, please contact the credit card company to register and associate your address with the card before using it to order.

Q. I am using a promo code, so why are some of the items in my order not discounted?
A. Promo codes may not be combined and may not apply on already discounted items. We only support promotional codes that were issued through us.oneill.com and not through a third-party site. Other exclusions may apply. All Snow and Wetsuits styles including rashguards, skins, wetsuits, hybrid series, accessories, and all other wetsuit styles are EXCLUDED from all promo codes and sitewide promotions!

Returns & Replacements
Q. Can I exchange or return an item?
A. You may return your unused product with tags attached for a full refund within 30 days of the purchase date. Proof of Purchase from the website must be included. Any items returned after 30 days will not be processed. We do not accept returns or replacements from items purchased from third party retailers. We do not offer direct exchanges, so if you wish to exchange product you will need to return the undesired product for a full refund and place a new order for your replacement at us.oneill.com for online purchases only.

Q. Can I return an item that I purchased at a third party retailer?
A. Sorry, but we only accept returns on product that was purchased through us.oneill.com. Proof of purchase is required.

Q. I received a damaged or defective item?
A. Please contact customer service as it is within 90 days from purchase on us.oneill.com and we will look further into the issue. Proof of purchase is required. Luggage items need to be within 1 year from purchase on us.oneill.com for damaged or defective inquiries. We only accept damaged items purchased through us.oneill.com

Q. How do I return an item?
A. Complete the return form that came with your order by checking the “Return” box and filling it out for each item being returned. Determine the “Reason Code” from the key below and include a code for each item, then place the completed form inside of your package. If you do not have the invoice that came with your order, please contact us to obtain a new one. Remember to remove or cover any other labels and barcodes on the package. Send the return to the address below:

O'Neill Web Returns
14350 Myford Road
Irvine, CA 92606

Keep tracking on your return as we are not liable for returned merchandise that is lost in transit. Please allow 2-4 weeks for your return to be processed. Also, be aware that your credit card company may require an additional 3-7 days to post the credit to your account. We will send you a confirmation email once it has been processed by our warehouse.
Privacy & Security
Q. Is your site secure?
A. Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information from unauthorized use. View Privacy Policy.

Viewing Orders
You can view your orders and check on their status by logging into your account.

Updating Account Information
You can update all your account info by logging into your account.