Returns & Shipping

 
 
Returns & Exchanges

Returned or exchanged merchandise must still have its original tags attached, be unwashed & unworn. Returns or exchanges will only be issued within 30 days of the purchase date.  We will pay return shipping costs only if the return is a result of an item that was delivered damaged or defective, or was a shipping error on our part. If the item being returned is not damaged, defective or a shipping error on our part, we are not responsible for shipping costs back to our office.

When returning an item, include a copy of the invoice or packing slip in the package. If neither is available, include your full name, address, order number and phone number so that we may properly identify your order in our system.

You should expect to receive your refund within four weeks of returning your item; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you are exchanging an item for a different size or product, return the item as mentioned above and include the size/product you would like. We are not responsible for the shipping cost of returning item(s) to our office. Once the item is received, we will mail you the requested replacement pending availability. We will pay for the shipping cost of sending you the new item.

Extended Holiday Return Policy

Orders placed between November 1, 2017, and December 16, 2017, qualify for an extended return policy. We understand that during this time period you may be purchasing gifts for family and friends and that some items may not work out. For any item purchased during this time period only, you have until January 15, 2018 to return or exchange it as long as the items are unworn, unwashed and still have the original tags attached.

This means:

  • Orders placed between November 1 - December 16 have more than 30 days to be returned or exchanged. The last day to return the item is January 15, 2018. 
  • Orders placed after December 16 can be returned or exchanged within the standard 30 days of the purchase date.

Damaged or Defective Items or Shipping Errors

We will gladly replace a damaged or defective item at our store or you may mail it to our office. If your damaged item is fragile (i.e., broken glass), please do not return it to us and instead dispose of it. If the item arrives damaged, defective or is a result of a shipping error on our part, we will mail packaging and a prepaid return label for you to ship us the item.

To begin this process, email store@onthewater.com and include:

  • Your full name, order number, description of the problem, and the item you are returning.

Once we receive this information, we will mail you packaging and a prepaid return label. Repack the item, tape the return label to the outside of the packaging, and take the package to your local USPS post office. Once the item is received back at our office, we will issue you a refund or send a replacement. You will receive a copy of the refund information via email.

 

Shipping

Orders are shipped through the US Postal Service (USPS).  Once an order is processed, a tracking number is generated and emailed to the email address associated with your order.  If you do not see an email from us, check your spam folder or call us during normal business hours (Monday - Friday 8am - 5pm) and we will track the package for you.  Most orders are shipped within 2-3 business days after being placed.

Note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights are rounded up to the next full pound.
 
Tracking Your Package
Once an order ships, tracking information will be emailed to the email address associated with the order. It is important that you provide us with an address that has a secure mailbox or drop-off location. We are not responsible for lost or stolen packages. If tracking shows the package was delivered to the address provided, you will need to contact your local post office and file a claim.