For information on the status of an existing order, returns and exchanges, warranties, shipping, product care, and retail partners, please visit our Customer Care page, or email us at firstname.lastname@example.org. We will respond as soon as possible.
If you are interested in stocking ONA's products, please email us at email@example.com and we’ll respond as soon as possible. We appreciate your interest.
For press and product review inquiries, please email us at firstname.lastname@example.org. We’re excited to connect with you!
Shipping and Order Information
HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?
Barring any unexpected delays, orders of in-stock items shipped via FedEx Home Delivery within 1-2 business days and will typically take 3-7 business days to deliver from our warehouse. FedEx 2-Day typically takes two business days and FedEx overnight service usually delivers the next business day. FedEx Smart Post is delivered in partnership with the US postal service and can take a week or longer to deliver. Note that orders of in-stock items placed after 11am EST will be processed the next business day and will ship within 1-2 business days. For international orders, it typically takes 5-7 business days for in-stock items to deliver via FedEx and 10-15 business days for in-stock items to deliver via USPS.
HOW MUCH DOES SHIPPING COST TO MY POSTAL CODE?
You are able to find out the cost of shipping by proceeding to checkout and entering your city and postal code information. The shipping options and prices will be populated for you prior to payment.
DO YOU SHIP INTERNATIONALLY?
Yes, we do ship outside of the US via FedEx and the United States Postal Service.
International customers are encouraged to review our list of International Retail Partners. Purchasing direct from an international retailer in your country will allow you to avoid costly shipping fees as well as import taxes, customs duties and fees levied by the destination country upon arrival of the shipment. If you plan to purchase direct from our online store and are shipping internationally, please read this first.
DO YOU OFFER FREE SHIPPING INTERNATIONALLY?
We do not offer free shipping internationally at this time.
WHY DID I RECEIVE A BILL FOR DUTIES/TAXES/FEES?
Some international shipments may require duties, taxes, and customs fees. Please note that the shipping charges on our website do not include these fees, and we have no control over these fees. We recommend that you contact your local customs office before shipping internationally for additional information on any additional fees that may be levied by your country.
WHERE WILL MY ORDER SHIP FROM?
All orders are shipped from our warehouse in Orlando, Florida
WHY HAVEN’T I RECEIVED MY ORDER CONFIRMATION?
Orders received after 11am EST will be processed the next business day if the order contains in-stock items. Orders received on Saturday and Sunday will be processed on the following Monday, excluding any federal holidays.
WHY HAVEN’T I RECEIVED TRACKING INFORMATION FOR MY ORDER?
You should receive a shipping confirmation with tracking details once your order has been shipped. If you are concerned about the status of your shipment, please contact email@example.com and we can provide more details.
Product Information & Sizing
HOW DO I KNOW WHAT FITS IN THE BAG?
You can use the 'Refine By' feature to determine which bags are the right fit for you, and also click 'What Fits' on each product page to see a listing of the gear that fits best.
WHICH DIVIDERS SHOULD I BUY?
We recommend the small dividers for the following bags: Roma, Camps Bay, Brixton, Bowery, Capri II, Rockaway and Monterey.
We recommend the large dividers for the following bags: Union Street, Prince Street, and Brixton.
WHERE ARE ONA PRODUCTS MADE?
All of our messenger bags, straps, and backpacks are handcrafted in the Dominican Republic. Select shoulder bags and small cases are handcrafted in Morocco.
WHERE DO YOU SOURCE YOUR LEATHER?
We source all of our materials in good conscience from reputable suppliers. The majority of the leather we use is made of American hides that are tanned in the Dominican Republic.
ARE YOUR PRODUCTS WATERPROOF?
All of our products are proofed for water-resistance, but are not completely waterproof.