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On-Mart Policies
We On-mart strive to achieve 100% customer satisfaction.
If you cannot find answers to your questions here or in our FAQs, feel free to e-mail us. Please be sure to reference your order ID or item number in your correspondence to expedite the process, and add [email protected] to your address book and/or whitelist to prevent our replies from getting sorted to your junk mail folder.
Returns and Refunds
On-Mart offers an EASY & NO-HASSLE return policy!
If for any reason you are not satisfied with an item, you may return it for a refund within thirty (30) days of purchase. Shipping and handling fees are non-refundable for non-defective returns. The buyer is responsible for return shipping costs.
Where applicable, any restocking fees are applied according to the total purchase price of the order.
Refunded amounts are non-negotiable, and are calculated according to the purchase price of the items being returned to us. Sales are final for all clearance items.
Items must be returned in their original, unworn condition within thirty (30) days of the purchase date. If returned items have been worn, a 50% restocking fee will be applied. Items must have all tags still attached and must be received in their original packaging material. Send items packaged in a protective box or shoe boxes must be wrapped with thick paper/plastic. Items returned without original tags or returned unwrapped will be subject to a 20%-per-item restocking fee. Items must be accompanied by the original invoice. The reason for returning an item (e.g.: sizing error, manufacture defect, etc.) must be clearly stated on the original invoice.
Returned items should be sent to:
On-Mart
9714 Anaconda Drive
Henrico, VA 23228
Customers are expected to keep a record of their tracking numbers.
Once we receive and process a return/exchange, we will issue a refund within fifteen (15) business days. Refunds will be sent via the original payment method used for the order. E.g.: If an order was paid via PayPal, the refund would be sent to your PayPal account. If an order was paid via credit card, it may take three (3) to five (5) business days to post to your account, depending on your bank and/or credit agency. If you do not receive your refund within fifteen (15) business days of our receiving and processing your return, please contact us at [email protected] with your order information. To expedite the process, please include your order number, relevant item numbers, and return tracking info.
If a package is refused or undeliverable, it is the buyer's responsibility to contact us to request reshipment. Reshipments will incur a reshipping fee. If a reshipment is not requested, we will issue a refund, less all shipping fees.
No returns will be accepted for clearance items (which also includes products $10 or less).
Exchanges
If you are unhappy with your purchase, you may ship the item back to us to make an exchange. The buyer is responsible for return shipping costs. Please note, all unwanted items must be returned in their original, unworn condition within thirty (30) days of the purchase date.
We cannot hold an item for a customer for an exchange.
To exchange an item:
1. In our webstore, find the new items you wish to exchange for your unwanted items.
2. Purchase the new items: proceed with checkout and immediately pay for the items.
3. Note down the order number for the new purchase.
4. On the top of the original invoice for the unwanted items, write "Exchange" and the new order number (e.g.: "Exchange 1234567").
5. Package the unwanted items securely: place them in a protective box and wrap them with thick paper (unwrapped items will be subject to a 20%-per-item restocking fee).
6. Send back the unwanted items to us at:
On-Mart
9714 Anaconda Drive
Henrico, VA 23228
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