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 at support@oneillclothing.com or by calling (855) 678-5252. Our hours are Monday - Friday from 7am-4pm PST. 

Q. 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 will notify you via email regarding the out of stock item. 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.

Q. My order never arrived, what do I do?
A. Start by checking with surrounding houses or buildings to be sure that you item was not delivered to a neighbor. If you are unable to locate it, please contact customer service at support@oneillclothing.com or by calling (855) 554-5930.

Q. Do you ship internationally?
A. Sorry, but oneillclothing.com currently only ships to all 50 United States and U.S. Military addresses (APO/FPO). You can visit our other international sites if needed. We DO NOT ship to freight forwarders. If you enter an order to be shipped to a freight forwarder, unfortunately we will need to cancel the order.

Ordering
Q. I ordered the wrong product, can I adjust my order?
A. Once an order is submitted, you cannot make changes. 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 support@oneillclothing.com or call us at (855) 678-5252.

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.

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 - 5 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 with tags attached for a full refund within 60 days of the purchase date. Any items returned after 60 days will not be processed. 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 at oneillclothing.com.

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

Q. How do I return an item?
A. Complete the return form that came with your order by checking the “Return” box and filling it out for each item being returned. Determine the “Reason Code” from the key below and include a code for each item, then place the completed form inside of your package. If you do not have the invoice that came with your order, please contact us to obtain a new one. Then detach and fasten the unpaid return barcode label to the outside of your package. If a UPS label is included with your shipment, fasten it to the outside of your package and call UPS to schedule a pickup or take it to the nearest UPS store. Remember to 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

Keep tracking on your return as we are not liable for returned merchandise that is lost in transit. 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. We will send you a confirmation email once it has been processed by our warehouse.

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.