Frequently Asked Questions
How long does it take to process my order?
Effective on May 27th, 2020 all orders will have up to 15 business days to process. If you have not received your order by the 15th Business Day, please reach out to firstname.lastname@example.org
Who do I contact regarding my order?
Please email us at email@example.com. Due to the high volume of orders, we do not respond on social media. Please refrain from commenting and direct messaging.
I sent an email but haven’t received a response. When can I expect a response from your Support Team?
How do I change my order?
Please be sure to double check your shipping address, onesie size(s) and correct email. Once you receive a shipping confirmation, we cannot add any changes to your order.
How do I cancel my order?
There are no order cancellations. Please be sure you want to place your order before ordering.
I received an email about sending additional verification for my order. Is this a scam?
As long as the email says ONESIENATIONUSA@GMAIL.COM, this is not a scam. If you the billing/shipping address does not match, additional verification is required to prevent fraud.
I placed an order but never received a confirmation email.
Please allow your order to process. If you have not received a confirmation email, please be sure you provided the correct email address and check your spam folder.
Can I order a onesie for a friend and ship it to them?
Unfortunately, due to the risk of fraud, no. The billing and shipping address must match.
I ordered the wrong size. What can I do?
We cannot change the size(s) after it has been processed and shipped.
I received my order but didn't realize I ordered the wrong sizes.
Please order the correct size(s) when placing your order. Due to the high volume of orders, we cannot exchange the size(s). A new order will have to be placed.
I ordered my onesie and I do not like it anymore.
All sales are final.
I got an email for a refund. Why?
We will refund an order if:
- Fraud is detected.
- You’ve previously opened a chargeback on your order.
- We’ve sent an email asking to verify your address and do not receive a response.
- You've harassed/cyber bullied our team in anyway shape or form.
My tracking said my order was on the way but I just got an email that the item I wanted was out of stock.
Due to the high volume of orders, we may run out of popular items while processing your order. If this happens to you, our OnesieNationUSA Support Team will send you an email notifying you of the delay. Most of the time, we will offer to replace the onesie for something else or issue a store credit.
I wanted to order a specific onesie but it is out of stock. When will be back in stock?
We currently do not have specific stock dates but please go to our Instagram @onesienationusa and Turn on our Post Notifications.
How can I track my order?
After your order is shipped, you will received an email with a tracking number.
I placed an order but it is still showing it is in pre-shipment.
Please allow your tracking to update. Once we process your order, your order will be scanned in by USPS. Refer to Important Shipping Information for processing time frame.
My package shows it was delivered but I did not receive it. What now?
Please reach out to USPS to track your package. We do not take responsibility for lost or stolen packages.
It says my package was delivered but I did not receive it. Can I get a refund?
Please reach out to USPS regarding your lost/stolen package. You can file a claim with USPS.
My package was returned, what do I do now?
Send a $10.50 reshipment fee to “$onesienationusa” cashapp to have your package reshipped. We do not hold onto returned packages for more than 5 Business Days.
My tracking is showing it is still in transit.
Please reach out to USPS for the status of your tracking. Once USPS scans your order, they are in possession of it.
How much will it cost to re-ship my order?
What if I do not want to pay the re-shipment fee?
You forfeit your onesie(s) and pay a restocking fee.
What is the Return Policy?
Due to the onesies being considered intimates, we do not accept returns.
I was refunded but do not see it in my account.
Please allow 5-10 Business Days for a refund. If you haven’t received your refund, please reach out to your bank.
My onesie does not fit me. What are my options?
Due to the onesies being intimates, we cannot accept worn merchandise. Please size up for your future order or give it to a friend :)
I’m missing an item(s) from my order. What do I need to do?
I received the wrong order. What do I need to do?
Please reach out to us at firstname.lastname@example.org with your order number and a picture of what you received.
I received the wrong item and need to send it back, am I still responsible for return shipping?