1. How do I track my order?
Once shipped, you will receive a confirmation email containing a tracking number. You can also check your order status by logging into your account (if created) or by emailing us at info@onnssale.it.com.
2. Can I cancel or change my order?
Orders are processed quickly to ensure fast shipping. If you need to cancel or modify your order, please contact us immediately at the email or phone number above. If your order has already been packed or shipped, we unfortunately cannot make changes, but you can initiate a free return once you receive it.
3. What if my package is lost or stolen?
If your tracking shows “Delivered” but you haven’t received the package, please contact the carrier directly with your tracking number. If the issue is not resolved, contact us within 48 hours of the delivery date, and we will work with the carrier to investigate. Please note we cannot issue refunds for packages marked “Delivered” without a formal investigation.
4. I received a damaged/incorrect item. What should I do?
We sincerely apologize. Please email us at info@onnssale.it.com within 7 days, including your order number, a brief description, and clear photos of the damage or incorrect item. We will arrange a replacement or refund with free return shipping.
5. Are your products original?
Absolutely. We sell authentic products sourced through our own legitimate supply chain. Onnssale is an independent brand and is not affiliated with any other brand, including On. Our products are designed and manufactured according to our own independent specifications and quality standards.
6. Do you charge sales tax?
Sales tax may be applied to orders based on the tax laws and regulations of the state to which the order is shipped. This is automatically calculated at checkout.