Customer Help

How can we help?



What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

How long does it take to process my order?

All orders are processed between 9am and 5pm EST. Weekends and holidays are excluded.

  • Orders placed before 2 PM EST, Monday - Friday, typically ship the next business day.
  • Items ordered together may ship separately.
  • Shipping prices, methods, policies, times and availability are not guaranteed and are subject to change at any time without notice.
Can I cancel my order?

OneWake fills most orders the day they are placed. Once an order is accepted, there is no guarantee an order may be canceled. Any order that is not able to be canceled must be accepted upon delivery and authorized for return following the policy listed below. Please also refer to "Refused Shipment Policy."


We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What shipping options do I have?

By use of this site, customers authorize the carrier to leave a package at the destination delivery address without obtaining a signature if the carrier driver deems the location to be safe. Customers who are not able to locate a package that is claimed as delivered must follow the instructions for filing a claim listed below under the heading "Incorrect Delivery and Lost Package Claims."days

Note: A business day DOES NOT include Saturdays, Sundays or holidays.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Does OneWake ship internationally?

OneWake does not offer international shipping at this time. Any orders identified as international will be refunded and a notification will be sent to the customer. 

What is the expedited shipping policy?

Overnight Delivery and Two-Day Delivery items will be shipped by the requested method of delivery after your order has been processed. In-stock items should ship within 24 hours of order placement. Oversized items can only be shipped standard ground.

What is the shipping policy for oversized items?

Multiple and oversized shipments may increase the cost of shipping. If this is the case, a customer service representative will contact you with your options prior to shipping your order.

What happens to my shipment if there is inclement weather?

OneWake adheres to the shipping polices of its carriers. Inclement weather may result in delivery delays. 

What should I do if I need to reroute my order?

United States: You may request to reroute your order after your package has been shipped. To request a reroute of your package, please contact a customer service representative as soon as possible. We will contact your shipping carrier on your behalf. You will be charged the rerouting fee if rerouting is possible. 

What happens if I refuse my shipment?

A refused shipment occurs when the customer refuses to accept the package during a delivery attempt. Customers who refuse delivery in place of contacting OneWake to obtain proper return instructions may be assessed a fee to cover return shipping and labor charges. This cost will be passed along to the customer in the form of a deduction from the total refund due to the customer. In addition, refused shipments may be considered an unauthorized return and subject to the policies thereof.

Returns & Exchanges

What is the return policy?

If you are not 100% satisfied with your purchase, you may return it within 30 days of your receipt date. Please verify that your package meets the conditions stated within our Return Policy Guidelines. Once confirmed, follow the Return Instructions, listed below. Return Instructions

Step 1:  Ensure that your return meets our Return Policy Guidelines.
Step 2:  Package return and include a copy of your packing slip or the associated item(s) order number.
Step 3:  Mail through your carrier of choice to the address below.

Return Address:


Attn: Returns Dept.


ALL RETURNED ITEMS MUST BE UNUSED AND IN NEW CONDITION WITH ORIGINAL PACKAGING. Products and merchandise must be in store-bought condition in order to be returned or exchanged. Our merchandise has been inspected before shipping, and our packages are carefully checked before leaving our warehouse.

OneWake must receive returns within 30 days of the customer receipt date. Refunds will not be authorized after 30 days. All orders shipped with free freight discount and returned for refund will be charged the original shipping fees. All refused packages will be refunded in full, less shipping charges.


  • Once we receive the return we will credit your account. Please allow 7-10 days for a credit to post to your account.
  • Refunds on returned items will be issued in the same payment form and same account as tendered at the time of purchase.
  • In the case that the return of an item results in an order total dropping below a promotional discount threshold, we will reduce the refund amount by the amount of the original discount.
  • We will refuse items returned in unsalable condition, and we WILL NOT pay to ship it back to you.
  • All returns are subject to a 10% restocking fee unless the item is deemed defective, damaged, or received in error.
  • Shipping and handling fees are nonrefundable.


Customers are responsible for return shipping charges. We DO NOT accept C.O.D.'s on return items.

If you return an item that is not defective, you will be responsible for the entire cost of the return (including shipping, repacking, and insurance). The initial outbound shipping charge (including shipping, handling, and insurance) will be deducted from your refund if an item that originally shipped for free is returned. We ship using USPS, Fed Ex, and UPS. Our shopping cart will, in most cases, calculate shipping. Costs include shipping expense, packaging, handling, and insurance.

All shipping and handling fees are nonrefundable.

To qualify for a refund, all returned products must be returned in their original, unaltered packaging, including all labels and tags. Product packaging must not have tape or any other shipping labels on them.

Clothing must be clean and unwashed with all tags attached - no pet hair, human hair, smoke odors, or makeup stains. Manufacturers will sometimes change the colors of a product to provide options; therefore, colors may vary. We will not be held responsible for items that may differ from the colors displayed in the images on our website.

Customers will receive credit back to the original payment method used on an order. We'll refund your method of payment after we receive the original item. Shipping and handling fees are nonrefundable. Please allow a minimum of 7-10 days for refunds to be processed.

All returns are subject to a 10% restocking fee unless the item is deemed defective, damaged, or received in error.


Since our inventory is constantly changing and we can't guarantee specific sizes of our products, we do not allow exchanges.


What should I do if my package was lost?

All items purchased from are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier. Note does not accept responsibility for items lost during shipping. We retain proof of postage for each order, a copy of which is available on request.

Incorrect Delivery is defined as any incident where the driver delivers the package to the wrong address or individual. Lost Packages can occur in two ways. First, packages are considered lost when they cannot be located within the carrier's network. Second, a package is considered lost when the carrier claims that delivery of said package was completed by leaving it on the recipient's doorstep, but the customer cannot locate the package after checking the doorstep, garage, porch, front desk, leasing office, all mailboxes, or with any family members or neighbors who may have signed for the package upon arrival. Both incorrect delivery and lost package incidents are usually discovered through standard tracking of the package. Claims for either of these problems must be made directly to the shipping carrier to start an investigation. OneWake is happy to assist with this process if claim is within 30 days from the shipment date. Please contact OneWake by email to make such a claim. Please ensure the following steps are taken prior to contacting customer service. All items purchased from are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.

Please ensure the following steps are taken prior to contacting customer service.

Check the immediate area - including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed for or picked up the package - before launching an Incorrect Delivery or Lost Package claim. Please also track your package online for any special instructions or updates that may indicate where or when your package will arrive. Packages can also be claimed to have been delivered as many as 36 hours before arrival, so please allow the additional time for final delivery before taking further action.

SmartPost shipments travel through multiple carriers. In rare cases, tracking for these packages can indicate that it's been delivered up to 2 days prior to its actual arrival. Because of this, we ask that you please allow an additional 2 business days for final delivery before taking further action.

Check your Military Base mailroom.


If the order is still within the estimated shipping time plus an additional 36 hours, we ask that you wait for the order. If the order does not arrive within a reasonable timeframe after the estimated delivery date, you can contact OneWake to help track the package and direct you to your next steps. This applies to orders lost in transit as well. No claims will be honored after 30 days from shipment date.


OneWake does not cover service errors, including loss, theft, or postal/shipping issues. The customer should reach out to the shipping carrier to start an investigation for the package. We will be happy to help with this process, but we do not guarantee refunds or replaced products for shipping service errors.


If the name on the signature confirmation matches the customer's, he/she will not be granted a refund or reshipment of the order. If the name on the signature confirmation does not match the customer's, OneWake will deny the claim and ask the customer to follow up with the individual who signed for the package. Refund/reship requests for orders that are signed for by a freight forwarder or an agent of the customer (for example, a neighbor or a family member) will be denied.

What should I do if my package was damaged?

Visible Damage is defined as any damage to the packaging that is identifiable without opening the package at the time of delivery. Concealed Damage is defined as any damage that is not immediately noticeable at the time the package is opened or when the product is first used. Missing Content is defined as any package that is missing product that the packing slip states is included. These types of claims must be made directly to OneWake within 5 business days of delivery. Any claims made after that time cannot be honored. Please contact OneWake by email to make your claim.

What should I do if my package contained the wrong items?

OneWake must be notified directly within 30 days of shipment of any package received where contents are incorrect. Please contact OneWake by email to make such a claim.


How do I make a warranty claim?

Each manufacturer has its own warranty policy, but products are typically warrantied against manufacturing defects only. Daily wear and tear, including damages sustained from impacts, is not covered by manufacturers' policies. If, for example, your board breaks while performing an intense trick or it gets run over by a car, we feel your pain but the board won't be covered by warranty.

If you believe you have a valid warranty claim, OneWake is more than happy to help you get a replacement. While OneWake does not have the ability to approve a replacement directly, we can contact the manufacturer on your behalf and help get the claim started.


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