Refund policy

OnieTonie wants you to be thrilled with your purchase! If there is an issue with the order, or if you are unhappy with the product, our customer service team should be contacted ASAP so we can attempt to make the order right.

Exchanges

If the wrong size or style is ordered, please contact us ASAP so that we may make the appropriate changes before the item has been printed/shipped.
If the order has already been produced or shipped then the desired exchange items will need to be shipped back to our facility before an exchange can be processed (return shipping is not covered). Once the item has been returned to our facility in its original, unused, condition, we will process the exchange and send out a new item.

Returns

If you are dissatisfied with the product received and do not want to exchange, you may return for a store credit or a refund within 14 calendar days of delivery to you. Product must first be shipped back to our facility before a store credit (in the form of a gift card) or refund may be issued (return shipping is not covered).

Both store credit and refund amounts will not include the shipping amount originally paid to receive the product(s). There is a $5 restocking fee per item for returns. This fee is waived if you want a store credit, but will be deducted from refund amounts.

To arrange a return, please email us at returns@onietonie.com.

All returns require a receipt/order number.

Replacements

If an item is damaged or the wrong item is sent, a replacement item will be sent at no additional charge. Some items may need to be returned to us before issuing a replacement. In such cases we will provide a return shipping label to you. If the item is physically damaged or has a manufacturing defect, picture proof of damage/defect must be included with the item replacement request.

Lost in the Mail

If the order tracking is marked as “delivered” OnieTonie will issue a 50% discount toward a new order if the customer did not actually receive the package. You must first check with others in your home who may have received the package, and check all possible locations around your home that the postal carrier could have left the package.

If the order tracking is not showing updates, contact us and we will request updates from the shipper. If there are still no updates for 7 days, we will send a replacement free of charge (if our team or the postal carrier is at fault). However, If you provided the wrong address during checkout, a refund or store credit will not be issued.

Returned to Sender

Items returned to OnieTonie by the shipping carrier, will be reshipped to the customer for an additional shipping fee once the reason for the package return has been addressed. If the customer does not wish the product to be reshipped, it will be treated as a return. Please see the information under RETURNS.

Order Cancellation

Your order may be canceled for a full refund BEFORE being delivered to the shipper by contacting us via email at orders@onietonie.com. Once the order has been delivered to the shipper, orders cannot be canceled and may only be processed as a return (see RETURNS section above).

Sale Items

Return of sales items will be for the sale price only. Items cannot be returned without a receipt.

Return Window

Our OnieTonie Guarantee is that you have 14 days from delivery to return your order! The items must be in brand new condition. If there is a problem with your order, please contact us and we will work with you to resolve it. If there is damage or a manufacturing defect, please provide photos and your order number/receipt. Restocking fees apply to returns. We do not refund shipping. Orders/products, including damaged/defective items, falling outside this time frame will not be returned, exchanged, refunded or replaced.

International Shipping

We do not currently offer international shipping.

Additional Questions

If you have an issue not outlined here, please email us at info@onietonie.com.