FAQ's
WILL I BE CHARGED TAX BY CUSTOMS?
All our orders are subject to customs charges, depending on the country you are shipping them to. We recommend you check your country's policy on this prior to ordering. Usually, a note will be posted on your door advising you of this charge, and your item will not be delivered or be available for collection until the charge has been paid. We are not able to refund any customs charges.
HOW DOES SHIPPING WORK?
Because we ship directly from our warehouse in Canada your item may take 1-7 business days, or in extreme cases 10 days to arrive. So do not worry if the product doesn't arrive the next day! Most of the time our product will arrive a lot quicker, but we want you to be aware this is out of our control.
shipping times in Canada will be extremely fast 1-5 days!
This means we ship worldwide, so you can shop with us wherever you are. For more information on shipping check out our shipping & delivery page.
WHERE DO YOU SHIP FROM?
We ship from our warehouse located in Canada.
WHEN WILL MY ORDER SHIP?
Due to the high volume of orders we are receiving, please allow 1-2 working days of processing and production time for your order to ship out. Rest assured the team is doing everything they can to ship out as fast as possible.
HOW LONG IS THE SHIPPING TIME?
U.S. orders will be shipped via FedEx, USPS, or DHL Express and International Orders.
- Average transit times to USA: 2-7 business days
- Average Transit times to UK, AUS, CAN, EUR: 7-14 business days
- Average transit times to International: 12-30 business days
While most packages will arrive on time, there may be circumstances and delays that our carriers may experience such as unforeseen weather, international public holidays, natural disasters, etc. For this reason, we do not guarantee the exact delivery time.
Due to the high volume of orders we are receiving, your shipment may take longer than usual. Rest assured, we are working hard to get everything out ASAP. We know it may be frustrating to wait longer than expected for your order, but the one thing we don’t want to do is sacrifice the quality of our products. Thanks for understanding. Please feel free to reach out to us if you have further questions.
I PLACED AN ORDER, WHERE IS MY TRACKING NUMBER?
Tracking will be available once your product is shipped.
When you receive your tracking number via your email, you will be able to track your order on our website.
CAN I CANCEL AN ORDER?
Yes, if you need to cancel your order, please email us within 24 hours of placing your order and we will be happy to make a cancellation. If your order has already been shipped we will not be able to cancel it.
Please email us at Sales@oneup.live for change requests.
I HAVE ENTERED AN INCORRECT ADDRESS!
If you have provided the wrong shipping information, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at Sales@oneup.live. If the address is wrong, we can correct this within 24 hours.
MY ITEM ARRIVED DAMAGED
We do ship every item with extra care. Despite this, that are rare occasions where shipments are damaged during the transit process. We apologize in advance for any inconvenience caused.
If this happens to you, please drop us an email at Sales@oneup.live with:
- Your order number.
- A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.
WHAT IS YOUR REFUND POLICY?
We offer a 100% Satisfaction Guarantee within 30 days after you receive your items. This means we will refund your money if you are for any reason not satisfied with your order within 30 calendar days after you receive your items.
However, the customer will be responsible for paying return shipping costs, unless receiving damaged goods, we will issue a refund or replacement immediately. 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 30 business days, please contact us and we will resend your order. Refunds & returns will not be processed after 60 days. Thanks for understanding!
I WOULD LIKE TO REFUND MY ITEM, WHAT SHOULD I DO?
Kindly follow the format given for the refund process.
- Email us at Sales@oneup.live
- Subject title: [Order Number] - Returning item
- Description for returning item
- Attachment: Attach clear photos that show the damage
We will get back to you within 24 hours.
Please note: We will apply a refund to the original method of payment within the next 24 hours if you are eligible. Crediting to your account could take up to 7 to 10 business days depending on your bank.
We reserve the right to refuse a refund if it has been over 30 calendar days since the product was delivered or there’s evidence that the damage is due to regular use or in any way caused by the customer.
I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?
If we still haven't managed to answer your question please feel free to contact us at Sales@oneup.live and we will do our best to reply within 24 hours.