CUSTOMER SERVICE
CONTACT US
Have questions?
They might be answered in our FAQ.
We tried to cover just about everything you need to know.
You can also email us at: love@onanabrands.com
or fill in our contact form:
FAQ
01
Has my order been sent yet?
Once you place your order, we will process it within 48 hours and send it to get custom-made. Once the manufacturer finishes your product, they will ship it out to you and you will receive an email with tracking information. If you haven’t received a tracking email within 1 week of your order, please contact us.
03
Part of my order is missing
Most items at Onana are made to order, but some are made at different facilities. Each manufacturer will ship the items to you once they have made the product that you ordered. That means items may arrive at different times and in different packages. Please contact us if any part of your order is still missing after 2 weeks.
05
The size I ordered doesn't work for me
All apparel on our site comes with a sizing chart. Please consult the chart before you place your order. At this time, we cannot take returns or issue refunds for items unless they never arrived, are damaged or the wrong item was sent.
07
My order never arrived
Items on our site are made to order, which can take a little longer to arrive. While most items arrive within 2 weeks, please allow up to 3 weeks for manufacturing delays. If your item still hasn’t arrived after 3 weeks, let us know.
09
Is it safe to order online?
We use a secure payment processing provider that adheres to PCI DSS compliance and uses industry-standard encryption and robust data protection measures to accept your online payments and safeguard your transactions. Any data you provide us with, such as your name and address is never sold and is only shared with trusted service providers to service your order and send you relevant marketing. You can learn more in our Privacy Policy.
02
Can I track my order?
Yes. Once your order is shipped out, you will receive an email with tracking information.
04
You've sent me the wrong items
Our apologies! Please contact us with your order number and what you received instead. Please provide a photo of your item as proof, and we will re-ship the correct item to you if available or we will refund your purchase.
06
What is your return policy?
You have 15 days after your order has been delivered to reach out to us with photos if the item you received is damaged or the wrong item was sent. We will provide you with return instructions and refund your purchase. We cannot issue refunds for items that you no longer want unless they are damaged or incorrect. You can learn more in our Return Policy.
08
Delivery - How much is it and how long does it take?
Delivery for orders over $150 is free! Under $150, our shipping costs start at $5.95 and increase based on the number of items in your order. Standard shipping takes 2-5 days after the product has been processed and manufactured. The total delivery time for most items is 1-2 weeks. Some items may have a longer delivery window that will be specified on the product description page. You can learn more in our Shipping Policy.
10
I'm unable to place my order
At this time, we only accept orders from and ship in the United States. If you are outside of the US, you will not be able to buy our products right now. While we do plan on expanding internationally, let us know you want our merch by filling out the contact form above and letting us know what country you're located in and which items you're interested in.
If you're located in the U.S. and are unable to place your order, please make sure you have entered the correct information and that your browser is up to date.