Contact

General

For information on the status of an existing order, returns and exchanges, warranties, shipping, product care, and retail partners, please visit our Customer Care page, or email us at customercare@onabags.com. We will respond as soon as possible.

WHOLESALE

If you are interested in stocking ONA's products, please email us at wholesale@onabags.com and we’ll respond as soon as possible. We appreciate your interest.

PRESS

For press and product review inquiries, please email us at press@onabags.com. We’re excited to connect with you!

FAQ

SHIPPING & 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 business days and FedEx overnight service usually delivers the next business day. FedEx Smart Post is delivered in partnership with the US postal service and can take a week or longer to deliver. Note that orders of in-stock items placed after 11am EST will be processed the next business day. 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?

You should receive a shipping confirmation with tracking details once your order has been shipped. If you are concerned about the status of your shipment, please contact customercare@onabags.com and we can provide more details.

Product Information / Gear Fit and Sizing

How do I know what fits in the bag?

You can use the 'Refine By' feature to determine which bags are the right fit for you, and also click 'What Fits' on each product page to see a listing of the gear that fits best.

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, or with mirrorless or rangefinder cameras with standard-sized split rings.

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, Canada, 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?

We appreciate your ONA purchase and we're sorry to learn that you lost one of the buckles. We'd be happy to replace it for you. We charge $15, which includes the cost of shipping, for this service. You can email customercare@onabags.com with your request and we will assist you with the replacement.

Returns and Exchanges

How do I return/exchange my ONA purchase?

We have a simple, no-fuss return process. We will gladly refund or exchange new, unused merchandise purchased from onabags.com with the ONA tag attached within 30 days of purchase. Please contact our Customer Care team at customercare@onabags.com or check our Customer Care page for further instructions.

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.