Frequently Asked Questions
We strive to connect our visitors with information about our business process, including information about who we serve. In our FAQs section, if you don’t see a topic that you are looking for, please contact us. We will get you the answers you are looking for and will add the information to our FAQs for other visitors to have access to.
30 Day Satisfaction GuaranteeWe at One care about your experience with our products, and our service. If within 30 days of your purchase date, as long as the item(s) are brand new, unused, and in their original condition - the item(s) can be returned for a refund or store credit. Returns need to be authorized in advance. To start the process, please contact our associates for a Return Merchandise Authorization (RMA) number. You can reach us by phone, email or even through our live chat service. Please have your order number available if you call or use our live chat service. If you want to send an email, please include your order number, the item numbers you would like to return, the quantity and a brief reason why. Once your return has been approved, a confirmation email will be emailed to you which will include your RMA number. As a compliment, the return information will include our address. Print the form, cut out our address and tape it on the box. Shipping fees will need to be paid by the sender, for all returned item(s). While packing the item(s) to send back to One, please use packing fillers to help protect the merchandise while in transit. For shipping the package to One, it's highly suggested to add insurance to your package. Insurance will cover the value of the package in case it becomes lost or damaged. The carrier will take care of the reimbursement as claim will be with the shipping carrier, versus One. Refunds for return items will be issued back to the original payment method. If no preference is given, the refund method will default to the original payment method. A notification will be sent to your email once the refund or store credit has been applied. We ask that you please allow 2-3 business for One to process the return, after the package has been received. Please note that in rare cases, if the item being returned is outside of the 30 day time frame or if the item is not the same as it left our building, a 15% restock fee may be applied to the return amount. NOTE: Items that are special ordered, such as custom shirts, accessories and gifts, are non-returnable.
- Refuse the order when it is delivered to your location. The shipping carrier will charge the same rate to ship the package back to us, which will be deducted from the refund amount, including the original shipping cost.
- Accept the order and ship the package back. If you used an express service to receive the package, it would be best to accept the order and ship it back using a standard service. Although the freight charges will not be refunded to ship the package to you. Paying to ship the package back to One would be cheaper than refusing the package. Ultimately, paying more in the end.