Frequently Asked Questions
COVID-19 UPDATE
Our top priority is the health and safety of our employees and customers, which is why we’ve completely redesigned our manufacturing and fulfillment center to comply with state-recommended social distancing and PPE guidelines.
What does this mean for you?
Processing times may be delayed. Typically, processing times are 6-12 business days*, though these times currently vary due to COVID-19-related issues and government orders and the impact on our business. Processing times may also be extended during holidays.
We’ll notify you as soon as your order ships or if we anticipate any issues fulfilling your order.
You can cancel for a full refund. We’ve updated our return policy so that you can cancel any unshipped order at any time for a full refund.
We appreciate your patience and understanding as we work through this together.
Thank you so much for your support!
*Please understand that business days do not include weekends or holidays such as New Year's Day, Martin Luther King Jr. Day, President's Day, Memorial Day, July 4th, Labor Day, Thanksgiving, and Christmas.
FREQUENTLY ASKED QUESTIONS
HOW CAN I CONTACT YOU?
We have 24/7 live chat on the website or email us at support@onesumr.com
HOW MUCH DOES SHIPPING COST?
We offer expedited shipping for a flat rate of $15.99 or standard shipping for $6.99 per order. If your total order value is over $50, shipping is free.
WHAT PAYMENT METHODS DOES onesumr.com ACCEPT?
We currently accept credit card and Paypal payments. If you would like to arrange payment by another method, we will be happy to try to accommodate your request!
Please contact us directly at support@onesumr.com to arrange this.
IS IT SAFE TO BUY ONLINE AT support@onesumr.com?
Absolutely! We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures the secure transmission of your personal information over the internet. We do not store credit card details or share your personal information with third parties.
However, if you are still concerned about placing your order, please contact support@onesumr.com and we will contact you about an alternative method of placing your order!
HOW CAN I CHANGE OR CANCEL MY ORDER?
If you need to make any changes to your order, please contact us at support@onesumr.com within 8 hours of placing your order. We will not be able to make any changes after this time.
HOW CAN I TRACK MY ORDER?
When your order has been dispatched, we will send you an email containing a tracking number. If you did not receive this email, please email support@onesumr.com
WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?
A pre-order item is one that you order before it is in stock. You can cancel up until the time your order is processed. To cancel, you can email us at support@onesumr.com
I ORDERED A SET THAT IS AVAILABLE ON PRE-ORDER, WILL THESE SHIP SEPARATELY?
We will ship your order as soon as all items are available. If you would like to receive your item before it is available, please email support@onesumr.com
WHAT IS YOUR RETURN POLICY?
We offer hassle-free 14-day returns
Items must be in original condition, with the return label and hygiene seal still in place. Items must not have been worn, washed or altered in any way.
Unfortunately, we cannot accept returns that do not meet the above requirements.
onesumr.com offers a full refund (item price excluding original shipping cost).
All returns can be sent to our US-based returns warehouse.
HOW TO REQUEST A RETURN?
Requesting a return has never been easier!
We offer hassle-free 14-day returns. To initiate a return, simply email support@onesumr.com using the email address used to process your order within 14 days of receiving your package.
Please note that we cannot refund the initial shipping charges for returned merchandise, except for faulty items. We also cannot refund return postage costs.
Once the items are received, we will either send you your new items or you will receive a refund (price of the item excluding the original shipping cost).
We cannot be held responsible for the loss of returned garments. We recommend using a registered mail service to return goods and keeping a record of the tracking details.
WHAT IF THE ITEM I RECEIVED IS DAMAGED OR FAULTY?
We work hard to ensure that all items sold are of the highest quality. However, if you have any concerns about a faulty or damaged item, please email support@onesumr.com so we can look into the matter as a matter of urgency!