Customer Service

For comments, website suggestions and inquiries, please fill out the form at the bottom of this page. Normal response time is 1 to 2 business days. If you do not hear back from us, please check your junk mail folder to ensure our response hasn't been misfiled.

Comments and Suggestions

We love hearing your comments about how we can improve our products and website for a better user experience.

PLEASE NOTE: Depending on the volume of customer inquiries, response times may vary.

Shipping

All products are shipped through registered air mail from our warehouse in Hong Kong. Estimated delivery is within 7 to 14 business days. 

Unfortunately, delivery can be affected by factors such as postal delay or customs inspection. If your package still has not arrived after 3 weeks, please use the form below to contact us. 

Payment Methods

You can order onanoff products through your PayPal account or with a major credit card (Visa and Mastercard) through the PayPal guest system (no account sign-up needed).

Return Policy*

Your satisfaction is very important to us. Please contact us with any product questions so we can ensure you're ordering the product that's right for you. If you are unhappy with your purchase or have received a defective product from onanoff, we will gladly exchange or refund your order. To qualify for an exchange or refund:

  • Your purchase must have been made within the past 30 days
  • You must have original shipping receipt or internet order receipt
  • You must have purchased the product via the onanoff.com online store
  • The product must be free of damage (unless caused by manufacturing defect or during transit)
  • If returning due to dissatisfaction, all items (including packaging) must be in their original, unused condition 

Wrong item | Damage during transit*

We make every attempt to ensure the accuracy of orders before shipping. If you received the incorrect item or your order was damaged during shipping, we will be happy to send you a replacement. If the shipment arrives at your door with obvious shipping damage, we suggest you refuse the delivery and let us know. If you have already accepted delivery and then find shipping damage, please fill out the contact form with information about the damage, and we will get back to you via provided email or phone within 1 to 2 business days. 

Note: Do not throw away any packaging materials.

If we determine the item is incorrect or was likely damaged in transit, we will ask you to return the item to us for an exchange or refund. After we have received the item and confirmed that the damage was caused during shipping, we will send you a replacement item (free shipping) or a refund.

Defective Product | Warranty*

onanoff offers 1 year manufacturing warranty. If you believe you have received a dead on arrival product, please contact us within 3 days of delivery so we can determine the problem and whether it requires an exchange or refund. If we conclude the product is likely defective, we will ask that you return it in an unused condition and in its original packaging. Beyond three days of 'DOA' standard manufacturing warranties applies, 1 year from purchase day. Under normal manufacturing warranty the cost of all return shipping is sole responsibility of the customer. After we receive the item and if it's proven to be a manufacturer defect, we will send you a replacement item (free shipping) or a refund.

*All of the above terms subject to our final decision.

Address: 9 Kai Cheung Road, RM424, Sino Industrial Building | Kowloon Bay | Kowloon | Hong Kong