Shipping FAQ

Q. After I place my order, how long will it take for my order to ship?

A. Orders ship from Austin, TX. Our current order processing time is approximately 1-5 business days for in-stock merchandise.If you purchased pre-order merchandise, the expected ship date for that item will be included in the product description.

During this processing time, your online order is transmitted to our fulfillment center and processed for shipment as quickly as possible.  Business days are defined as Monday through Friday and exclude US Holidays.

Q. How are shipping costs calculated?

A. Shipping rates are calculated based on total weight and dimensions of the item(s) ordered and the zip/postal code of where the order is being shipped to.

NOTE: Oversized items are subject to additional shipping/ fees.

Q. I ordered a pre-order item. When will it be shipped off?

A. Orders with a pre-order item begin processing as soon as the item is in-stock and fully received. You can expect your order to ship 1-5 business days after the item is received in stock. If you have more than one pre-order item, your order will be shipped when all items are in stock. If you have non-preorder items included in your order, those items will ship when your pre-order item becomes in stock. So, if you would like to receive an in-stock item quicker than the expected ship date for a pre-order item, you may choose to place the orders separately so that the in-stock item will ship sooner than the pre-order item.

Q. What shipping options do I have?

A. Orders with ship-to addresses within the U.S. will be shipped via UPS or USPS*.

UPS Transit & Delivery Timelines: Remember that orders take 1-5 business days to process before they are shipped. Estimated transit times below apply after the order is shipped and do not include the processing time at our fulfillment center.

Delivery times vary depending on the UPS and USPS service in your location but are typically anytime before end of day.

UPS

•     Next Day Air: 1 business day in transit
•     2nd Day Air: Up to 2 business days in transit
•     Ground: 1-5 business days in transit

USPS

•     Express: 1 business day in transit
•     Priority: 2-4 business days in transit

*Orders going to PO Boxes, Military, and APOs must be shipped with USPS.

**Please note shipping rates and fuel surcharges can fluctuate with the changing price of fuel, affecting the shipping costs.

Q. Are shipping tax and duties included in my order total (international orders)?

A. Orders shipping to destinations outside the United States might incur import fees and duties & taxes that are not reflected in our prices. If duties and taxes are imposed on your order, they are due at time of delivery. Please consult your local customs office for more details about your country's duties and taxes.

Q. How are international order shipped?

A. International orders will be shipped via DHL Service or XPO and will be delivered by the destination country’s postal service. International delivery times average 4-10 business days once shipped (please allow 1-5 business days for order processing before the item ships), but will depend on the destination country and can be delayed in customs. Depending on the destination country, orders could take up to 3-4 weeks. Please be aware that we are not responsible for products confiscated by the legal authorities of your country or state; we advise you to check your local customs office regarding import laws in advance, before ordering, if you suspect that your country bans any products.

The customer is responsible for all shipping charges for any international orders that are refused upon delivery.

Please note that oversized items or items that are heavier in weight may be restricted to delivery to the Continental US only due to international carrier restrictions. We apologize for this inconvenience, and are hoping to offer expanded services in the near future.

Q. I made a mistake and need to cancel my order, what do I do?

A. Please contact us immediately and we will do our best to cancel. If your order has already been processed to our warehouse then it is likely already on its way to you. You will need to return the order, indicating that you would like to cancel and we can initiate a refund once we receive it back. If you would like to cancel an order please contact us by calling 877-717-5816 or via email at support+jg@onelive.com with 'CANCEL' in the subject line, as well as your order number.

Q. I don't see the size I want available, will there be more sizes soon?

A. While we do regularly make reorders on previously available items, there is no guarantee that every item will be placed back in stock. Please check the website periodically in order to check on the future availability of individual items.

Q. I need a different size or changed my mind after I received my order, how do I make a return or exchange?

A. Due to high merchandise demand and varying stock levels, you may return the original item in accordance to the return guidelines and place a new order.To view the return guidelines, click here.

Per the terms of our return policy, shipping arrangements and costs incurred to return items are the customer’s responsibility.

Q. I put the wrong shipping address, what do I do?

A. If the order was just placed, you can contact us via email at support+jg@onelive.com or call us at 877-717-5816 and we may be able to adjust. Unfortunately, we cannot alter a shipping address on an order that has already been processed to our warehouse. If you wish to change the address, you would need to cancel this order for a full refund and place a new order for these same items with the corrected shipping address.

Q. I don't live in the U.S. Can I still place an order?

A. Our international customers are very important to us. We are proud to be serving customers worldwide to areas that our shipping providers service. Please keep in mind that the items in the shipment must not be prohibited by embargo or national/international restrictions.

We do not currently offer service to the following regions: Afghanistan, Aland Islands, Albania, Algeria, Andorra, Angola, Antarctica, Antigua and Barbuda, Azerbaijan, Belarus, Benin, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Bouvet Island, British Indian Ocean Territory, BVI, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cape Verde, Central African Republic, Chad, Christmas Island, Cocos Islands, Comoros, Congo, Cook Islands, Cote d’Ivoire, Cuba, Djibouti, Dominica, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Ghana, Guadeloupe, Guinea, Guinea-Bissau, Guyana, Heard Islands and McDonald Islands, Hong Kong, Indonesia, Iran, Iraq, Isle of Man, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Mauritania, Mauritius, Mayotte, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar, Namibia, Nauru, New Caledonia, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, North Korea, Oman, Pakistan, Palau, Palestinian Territories, Panama, Papua New Guinea, Philippines, Pitcairn Islands, Qatar, Reunion, Rwanda, Saint Helena, Saint Kitts and Nevis, Saint Pierre and Miquelon, Samoa, Sao Tome and Principe, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Solomon Islands, Somalia, South Georgia and the South Sandwich Islands, South Korea, Sudan, Suriname, Svalbard and Jan Mayen, Swaziland, Syria, Tajikistan, Tanzania, Timor-Leste, Togo, Tokelau, Tonga, Turkmenistan, Tuvalu, Uganda, Ukraine, Uzbekistan, Wallis and Futuna, Western Sahara, Yemen, Zambia, Zimbabwe. 

We apologize for this inconvenience and we hope to be able to offer services to these parts of the world in the near future.