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.
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30 Day Satisfaction Guarantee
We 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.
Damaged by Shipping:
If you received your order and your package was damaged in transit, we apologize for the inconvenience and we'll make sure you are taken care of. Please contact us so we can initiate a claim with the shipping carrier. The sooner the better. Ideally, we ask that all damaged packages be notified to us within 48 hours or 2 business days. This will speed up the claim process with shipping carrier, getting you reimbursed quicker.
For the damaged package you received, please hold onto it. Keep the package in it's delivered condition, as the shipping carrier may need it for investigation purposes. We will most likely send a call tag, which is a paid shipping label, to have the damaged items sent back to us. However, the recall of the package may not be necessary, depending on the situation. This will vary depending on the case.
Pictures of the damaged package may be required to help expedite the investigation with the shipping carrier. Again, not always necessary but in some cases, pictures of the package may be needed.
Defective Merchandise
If you receive an item that is damaged or defective, we ask that you please contact our service team as quick as possible. Preferably, within 24 hours or 1 business day after you receive your package. You can contact us by phone, by email and even by live chat.
Warranties are different by manufacturer and each have their own process on how they handle their warranty claims. In some scenarios, the manufacturer or supplier may prefer to handle the issue directly. In other situations, the manufacturer will allow us to issue a solution on their behalf. Our service team will keep you informed on the warranty process and walk with you every step of the way, until resolution is complete.
If an item is returned as defective, but the item is clear of any damage, the item in question will be shipped back to the customer.
No Credit Card Information
In today's business, convenience is everything. More and more, shops and online businesses are storing credit card details making payments easier for users.
At One, we do not store your credit card number on our server. We use the Square for our eCommerce business solution, which through our website, handles the credit card information provided to make your purchase. The Square is PCI Compliant and offers a robust security program which protects buyers who use their merchant service from fraud. One is not able to see the credit card numbers, they are masked.
Send us a Prayer Request
At One, we pray for all orders that leave our establishment. Each order is a blessing and we are grateful for the opportunity that God allows us to serve together.
Prayer is a wonderful time of connection, a heart-felt conversation between us and the Father. When we pray, we thank the Lord for His presence in our lives, for the everlasting gift of Salvation and the courage and the strength that only He can provide which allows us to humbly serve with a tender heart of mercy and grace.
Jesus said, "For where two or three are gathered together in My name, I am there in the midst of them.” Matthew 18:20
If you would like us to pray for you, or pray for someone else, please feel free to contact us. We are all brothers and sisters in Christ. Whether it's just giving thanks for what God has done in your life, or asking for help through a trial - we will pray with you.
US Orders Only - For Now
At the present time, we only sell within the United States. We are a growing business and are not setup yet to handle international shipments. However, this is a situation we hope to change in the future. We would love to have the opportunity to share the Christian products we offer, to our brothers and sisters all over the globe - if it is the Lord's will.
First Time Orders
For first time orders, we ship to the billing address listed on the credit card. This is a precautionary action we take against possible fraudulent orders that could be placed.
If there is a reason why the package needs to ship to a different address, for instance a gift or a surprise for someone, please contact us. Together, we offer alternative solutions which can bypass shipping to the billing address only.
Orders That Have Not Shipped Yet
If you want to expedite your order, or change the address, as long as your order is still in the processing stage - we can make the change for you. Once the order is marked complete, even though it's in our facility, the order is packaged for the shipping carrier to be picked up and is not able to be altered.
Orders In Transit
US Postal Service: Orders that leave our facility by USPS travel by mail and are not able to be routed to a different address.
UPS: Orders that leave our facility by UPS have more flexibility to manage the package while in transit. By signing up for a UPS account, users are able to setup alternate delivery locations and will-call pickups at the UPS hub. Change the expedite method is not an available feature at this time. If you don't have a UPS account and would like to have the package held at the UPS Hub, we can speak to UPS on your behalf and arrange the pickup. Please contact us for details.
Cancelling My Order
If your order is in our facility, and is still in the processing stage, we can cancel your order. Please contact our service team and they will cancel your order.
If your order has been marked shipped, the package will be on its way to you. There are two ways to handle the situation:
- 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.
Hours of Operation
We are open Monday through Saturday, 8:00am to 5:00pm; however we do not ship orders on Saturday.
