Our Head Office: 1001 Folsom St, San Francisco, CA 94103,US
Hour: 9AM – 5PM (Mon – Fri)
We offer trackable shipping worldwide and each package is estimated to arrive between 6-25 business days after your order is shipped. The time taken is usually shorter, but we do not have control over customs and are therefore not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us.
Approximate shipping times for the Secured Shipping option (does not include weekends/public holidays):
Important note: Please note that all estimated shipping times stated are based on normal conditions. Every once in a while, we do experience heavy international shipping volumes, especially during the holiday seasons, especially in November and December. Also, do note that customs in some countries do take longer times to clear and scan incoming packages, which explains the difference in the estimated shipping times stated above.
Approximate shipping times for Expedited Shipping option by DHL, FedEx, Aramex, UPS, or equivalent expedited shipping :
5-8 business days worldwide.
Please select the Express Shipping option upon ordering. Do note that shipping by the express method costs about USD18-30 per item, depending on the weight of the item and the country it is being shipped to.
Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en route and we seek your understanding and patience should this occur.
Order Processing times:
Please note that Order processing time must be added to shipping times, to get the total time taken for you to receive an order upon placing it. Order processing time is between 1-2 business days and is used to check your order for quality assurance, packing, printing of shipping labels, and forwarding it to our shipping company for dispatch.
All order cancellations must be done within 24 hours of placing the order.
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the customer receives an order confirmation or after the credit card has been authorized. If the credit
card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed will be subject to a cancellation fee of US$5 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be canceled.
Orders that are unable to be delivered
All packages that are refused, unclaimed from the local post office, or undeliverable as addressed because you input the wrong name or address, or telephone number when you placed your order, will not be our responsibility. We reserve the right to charge a restocking and shipping fee of 30-50% of an item's full value (which does not include the discount) if that happens. So please do remember to check your address carefully when you place an order :)
If you have entered the incorrect delivery address, you cannot be refunded or receive a store credit.
If your received package seems to be missing any items, please do not worry! We do ship orders in multiple/separate packages every now and then, due to weight restrictions and also to facilitate faster shipping once an item is located in our warehouse. Simply drop us an email at email@example.com and we'll take care of it right away. :)
Once your order ships out and our database is updated with your online tracking number, we'll send you an email with the online tracking information which you can use to track your package. If 6 business days have passed and you still have not received this email from us, simply drop us an email at firstname.lastname@example.org and we'll check it out for you right away.
Please note: 95% of our products will be sent internationally, so the tracking number will be limited in regards to information until it reaches your country.
Once it reaches your country the package will be handed over to your local delivery service e.g. USPS, Canada Post, or Royal Mail, the local website will update with an estimated delivery day.
Orders that have been "Returned to Sender"
All customers are responsible for providing an accurate shipping address and monitoring their order(s) while in transit as important updates are often added to the tracking information.
All customers must check the estimated shipping times and monitor their orders while in transit.
Customer must monitor their order while in transit as important updates are often added to the tracking information. onemix.us is not responsible for packages delivered to the correct shipping address listed on the order page but the customer fails to accept the package or pick the package up from the local post office. With that, no refunds, credits, or replacements will be issued in these situations.
Our refund policy lasts 7 days. If 7 days have gone by since the delivery of a product, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All returns are subjected to 15% restocking fees.
To complete your return, we require a receipt or proof of purchase. Please contact our customer support at email@example.com and we are happy to assist you with your request.
Please note, we do not accept returns for socks and insoles items due to health reasons, please make your selections carefully.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment less 15% of the original payment, within 2-3 business days.
You are not eligible to apply for a refund if:
1. Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address).
2. Your order did not arrive due to exceptional circumstances outside the seller’s control (i.e. not cleared by customs, delayed by a natural disaster).
3. Other exceptional circumstances outside of our control. ;
4. You make the wrong orders and we have shipped your orders.
5. You make wrong orders and you do not want to return the item ( Buyer must pay for the return shipping since they are asking for an exchange for the items, this might happens usually for the item which has variants of size, that is why we always encourage the buyer to check our sizing chart very carefully before making the orders to avoid any different perception of sizing standard for some countries or manufacturers. )
6. You change your mind after the orders reach your country and ask for a return.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale and discounted items are considered “Final Sale” and cannot be refunded (Exception: if you receive a delivery containing defective goods, wrong size/color/type, or wrong product, please contact us, and we will do everything we can to correct our mistake.). Returns on sale items, discounted items, or items purchased with a discount code can be exchanged/returned for store credit only.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us to get the Return Authorization number and we are happy to assist you.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should contact us to get the Return Authorization number and we are happy to assist you.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $45, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
ONEMIX - a self-owned sneakers brand born in 2013, established by ONEMIX E-COMMERCE CO., LTD. It involves the business of shoes' designing, developing, manufacture, sales, brand marketing, industrial upgrading supply chain service for a distributor and so on.
Our Head Office: 1001 Folsom St, San Francisco, CA 94103,US
Hour: 9AM – 5PM (Mon – Fri)