O'Neill Customer Service


Shipping & Delivery
Q. Has my order shipped? How can I track my order?
A. You will receive a shipping confirmation email that is automatically generated when your package leaves our warehouse. It will contain information to track your order. If it has been a few days since you placed your order and you have not received shipping confirmation, please contact customer service (Hours: Weekdays from 7am-4pm PST) at customerservice@oneillclothing.com or by calling 855-554-5930.

Q. Will I be charged for an item on my order that did not ship?
A. If a style you have ordered is oversold, you will not be charged for the oversold style. We will notify you regarding the oversold style and issue a credit to your account. If it doesn't ship, you will not be charged.

Q. My order never arrived, what do I do?
A. Please contact customer service at customerservice@oneillclothing.com or by calling 855-554-5930.

Q. Do you ship internationally?
A. Sorry but we currently only ship to all 50 United States and U.S. Military addresses (APO/FPO).

Ordering
Q. I ordered the wrong product, can I adjust my order?
A. Once an order is submitted, you cannot make changes. Please contact us as soon as possible, so we can stop the order from shipping. For assistance please email customerservice@oneillclothing.com or call us at 855-554-5930.

Q. Why do I see multiple charges nnmy credit card for one order?
A. You will be charged only after your order ships, and we will only charge you one time for just the amount that was actually shipped. All other activity on your bank statement is pending, and will not be transmitted or settled. If you see multiple pending authorizations, it could be that you entered your billing information incorrectly and tried multiple times. Please make sure that your billing address is entered properly.

Q. 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 to 7 business days, the duration of these authorizations can vary. Please contact your bank for their policy regarding authorization holds.

Q. 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.

Q. 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 oneillclothing.com and not through a third-party site. Other exclusions may apply.

Returns & Replacements
Q. Can I exchange or return an item?
A. You may return your unused product for a full refund within 60 days of the purchase date. Any items purchased after 60 days may not be returned. We do not offer direct exchanges. If you wish to exchange product you will need to return the undesired product for a full refund and make your new purchases at oneillclothing.com.

Q. Can I return an item that I purchased at a wholesale retailer?
A. Sorry, we only accept returns on product that was purchased through oneillclothing.com.

Q. How do I return an item?
A. Note the items that you are returning, including a reason for the return. Enclose the return form from the original package, perforate at center section, and retain the upper portion for your records. Remove or cover any other labels and barcodes on the package. Send the return to the address below:

O'Neill Web Returns
14350 Myford Road
Irvine, CA 92606

Please allow 2-4 weeks for your return to be processed. Also, be aware that your credit card company may require an additional 3-7 days to post the credit to your account. Please make sure that you use a traceable and insured shipping method. O'Neill will not be held liable for products lost in transit.

Privacy & Security
Q. Is your site secure?
A. Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information from unauthorized use. View Privacy Policy.

Viewing Orders
You can view your orders and check on their status by logging into your account.

Updating Account Information
You can update all your account info by logging into your account.