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@example.com or by calling (855) 554-5930.
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 firstname.lastname@example.org or by calling (855) 554-5930. Our business hours are:
Monday - Friday from 7am-5:30pm PST
- Q. The site offers free shipping but why am I being charged?
- A. We offer Free Shipping on orders over $99 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-5:30pm PST. We are closed on the weekends and national holidays. After hours, please contact customer service via email at email@example.com
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 firstname.lastname@example.org 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.
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@example.com 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. 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. Please go to - returns.oneillclothing.com - to initiate your return. Our Returns Center will guide you through the returns and refund process.
You pay nothing upfront. A $7.00 flat fee will be deducted from your refund.
Please allow 7-14 days from the day we receive your package for your refund to be processed. Be aware that your credit card company may require an additional 3-7 days to post the credit to your account.
Privacy & Security
Q. Is your site secure?
- 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.