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Frequently asked questions

Shipping and Order Information

How long will it take for my order to ship?

Barring any unexpected delays, orders of in-stock items shipped via FedEx Home Delivery typically take 3-7 business days to deliver from our warehouse. FedEx 2-Day typically takes two transit days and FedEx overnight service usually delivers the next business day. Note that all orders placed after 11am EST will be processed the next business day if the order contains in-stock items. FedEx Smart Post is delivered in partnership with the US postal service and can take a week or longer to deliver.

For international orders, it typically takes 5-7 business days for in-stock items to deliver via FedEx and 10-15 business days for in-stock items to deliver via USPS.

How much does shipping cost to my postal code?

You are able to find out the cost of shipping by proceeding to checkout and entering your city and postal code information. The shipping options and prices will be populated for you prior to payment.

Do you ship internationally?

Yes, we do ship outside of the US via FedEx and the United States Postal Service.

International customers are encouraged to review our list of International Retail Partners. Purchasing direct from an international retailer in your country will allow you to avoid costly shipping fees as well as import taxes, customs duties and fees levied by the destination country upon arrival of the shipment. If you plan to purchase direct from our online store and are shipping internationally, please read this first.

Do you offer free shipping internationally?

We do not offer free shipping internationally at this time.

Why did I receive a bill for duties/taxes/fees?

Some international shipments may require duties, taxes, and customs fees. Please note that the shipping charges on our website do not include these fees, and we have no control over these fees. We recommend that you contact your local customs office before shipping internationally for additional information on any additional fees that may be levied by your country.

Where will my order ship from?

All orders are shipped from our warehouse in Orlando, Florida.

Why haven’t I received my order confirmation?

Orders received after 11am EST will be processed the next business day if the order contains in-stock items. Orders received on Saturday and Sunday will be processed on the following Monday, excluding any federal holidays.

Why haven’t I received tracking information for my order?

Product Information / Gear Fit and Sizing

How do I know what fits in the bag?

The description lists the amount of camera gear the bag can hold, along with laptop size, and interior and exterior dimensions.

How much does the bag weigh?

The weight of each product is listed on its product page for your reference

Which dividers should I buy?

We recommend the small dividers for the following bags: Roma, Camps Bay, Brixton, Bowery, Palma, Capri, and Bolton Street.

We recommend the large dividers for the following bags: Union Street, Brooklyn, Prince Street, Chelsea, and Brixton.

Are the dividers removable?

Yes, all of the dividers and inserts are completely customizable and removable.

Will the Presidio or Lima strap fit on my camera?

Both the Presidio and Lima strap are designed to be used with DSLR cameras with the standard strap connection.

Where are ONA products made?

All of our products are handcrafted in the Dominican Republic.

Retail Locations

What stores carry ONA products?

We’re currently sold in stores across the United States, Europe, the Middle East, Africa, Asia, Australia and New Zealand. You can find a full list of our retail partners here.

Product Care

How do I care for my waxed canvas bag?

To clean off any visible dust or dirt we recommend using a light scrub brush or damp sponge to spot clean. Do not apply any heavy detergents. To maintain a vibrant finish, we recommend reproofing your bag periodically with Martexin Wax.

How do I care for my leather bag?

The leather we use is designed to age gracefully and with the character expected from a designer bag. Natural marks and scratches allow the leather to develop a rich patina, enhancing its appeal over time. We recommend using a mild leather cream periodically to maintain the finish. To remove any surface dirt, simply wipe the leather with a soft damp cloth.

I’ve lost a buckle, can I get a replacement?

Returns and Exchanges

How do I return/exchange my ONA purchase?
Can I return my unused bag after the 30 day return period?

If you have an unused bag with ONA tags attached that you’d like to return after the 30 day return period, you will be charged a 15% restocking fee.