Customer Service FAQ

Shipping & Delivery

Q: When can I expect my order to be delivered?
A: Shipping may take up to 5 to 7 business days to process depending on order volume and product availability.  If you need additional information regarding ship dates please contact Customer Service team at customerservice@oneillcanada.com.
*A signature will be required upon receipt of all orders of $300 (before taxes) or more!

Q: What are the Customer Service Hours of Operation?
A: Our business hours are Monday - Friday from 8:30 am to 4:30 pm Eastern Time. We are closed on weekends, all national holidays, and the week between Christmas and New Years.

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. Proof of Purchase from the website must be included. Any items returned after 30 days will not be processed. 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 oneillcanada.com for online purchases only. Please note that we cannot accept returns or exchanges on ladies and girls swimwear if the tags and sanitary liners have been removed.

How do I return an item?

A. To return an item please contact our Customer Service team for a Return Authorization number before shipping, at customerservice@oneillcanada.com. Send the return to the address below: O’Neill Web Returns - 5800 rue Ferrier, Montreal, QC, Canada, H4P 1M7. Keep tracking on your return as we are not liable for returned merchandise that is lost in transit. Please allow 2-3 weeks for your return to be processed. Also, be aware that your credit card company may require an additional 5-7 days to post the credit to your account. 


* Please note that we are not responsible for the freight cost on returns *

What happens if I have received damaged or incorrect merchandise?

We will completely refund or exchange the damaged merchandise. To return a damaged or incorrect item, please contact O’Neill Customer Service at customerservice@oneillcanada.com before shipping back the items. Address for damaged or incorrect product:

- O’Neill Web Returns - 5800 rue Ferrier, Montreal, QC, Canada, H4P 1M7
O’Neill will not be held liable for items lost in transit.

  1. 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 oneillcanada.com. Proof of purchase is required.
       Price Adjustment Policy

       We offer a one-time price adjustment if an item is marked down with 7 days of the date on your purchase. To obtain a price adjustment on an online purchase, you must email customerservice@oneillcanada.com within the 7 day window. Include your order number in the email message. If you are within the deadline, we'll refund you the difference to your original form of payment. Items purchased with a promotional discount are not eligible for price adjustments. 

Promo Codes

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.

  1. 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 oneillcanada.com and not through a third-party site. Other exclusions may apply.
  2. 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 do not have a back order program, so if you see that this item has become available again, please place a new order online.

 

  1. I ordered the wrong product, can I adjust my order?
    A. Once an order is submitted, you cannot make changes online. 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 customerservice@oneillcanada.com or call us at 1-866-663-4551

Payments

  1. What payment methods can I use?
    A.
    Payments may be made by credit card. We accept Visa and Mastercard.
  2. 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.

Important information regarding Authorization Holds
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.

  1. 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.

PROMO

Q: Do you have any promo items?
A: YES! We love hearing from you and when our customers promote our brand. Drop us an e-mail at customerservice@oneillcanada.com with the subject PROMO ITEM. Don’t forget to include your mailing address in the e-mail.