black friday - enter code bf19 at checkout for 30% off total order
black friday - enter code bf19 at checkout for 30% off total order

F.A.Q & Shipping

1. How long does shipping take?

As our products come from all over the globe & many of our items are custom made to order, please allow time for the manufacture & shipping.

Shipping can take up 20 business days unless otherwise stated on the product page. We just can’t compete with the likes of Amazon & other big online retailers but we've never lost an order & we pride ourselves on great customer service and we do offer a 100% satisfaction guarantee.  Our products are high quality - so worth waiting a little more for!

 

2. Can I get a tracking number?

We cannot provide tracking numbers unfortunately as they are very cost prohibitive with our current low cost shipping & pricing model but it’s something we are continuing to investigate with alternative providers.

 

3. Where is the rest of my order?

Depending on what you ordered things might arrive in separate packages as we often get thing fulfilled through different fulfilment houses out of the US to keep prices low.  We are working to consolidate things in the next stage in our business. We are a small start-up business in its infancy so please bear with us & thank you for your trust in us - we really do appreciate it.

 

4. I entered my address wrong! Can you please change it or replace my order?

Yes! If you contact us within 24 hours, we can change your order once you provide us the correct address. Otherwise, we do not accept responsibility for wrong addresses. Please enter your address carefully at checkout.

 

5. Why have I not received any order confirmation details?

Most times this is because our customers have accidentally entered their email information incorrectly. Throughout the process, we send 2-3 emails, including an order confirmation and a shipping notice. If you believe you may have entered your email incorrectly, please contact us and we will fix it for you.

 

6. You Made A Mistake On My Order                                                                        

We are very sorry. It doesn’t happen often, but nobody’s perfect. Email info@onpointmerch.com and we’ll work with you to make it right. Often, this will simply require that you send us a pic of our error so we can a) verify your claim and b) email you to correct it.

 

7. What is your refund policy?                                                                                  

We offer a 100% Satisfaction Guarantee within 14 days after you receive your items - Which means we will refund your money if you are for any reason not satisfied with your order within 14 days after you receive your items. We want to provide a risk-free shopping experience and trust our customers to not take advantage of us on this offer. In the unlikely event that your order hasn't arrived within 2-6 weeks (due to lost mail, etc.), please contact us and we will issue a refund or resend your order. Refunds & returns will not be processed after 60 days. Thanks for understanding!

 

8. Are prices in USD?

Yes, payments are processed in USD as a default but we have a currency converter available on the site which will be able to convert the price into your local currency if you prefer.