Placing Your Order
You can order through our website, phone, and mail.
For orders faxed or mailed we recommend that you contact us via email at sales@o-nex.com or call us at 1-626-616-0497 to confirm that we received your order.
Payment Options
We are able to accept payment via PayPal (confirmed addresses ONLY), money order and certified check. You can also use your credit card, bank transfer and debit card through PayPal (click here to find out more). We also accept cash for will-call orders.
Order Confirmation
If you submitted your order online but did not receive an order confirmation via email, please contact us via email at sales@o-nex.com or call us at 1-626-616-0497 to confirm that we received your order, and to further assist you.
Order Status
We will do everything possible to keep you informed of your order via email. Tracking numbers are sent via email once they are available. The emails are usually sent on the evening of your order ship date by UPS, FedEx or USPS. On the rare occasion that you do not receive this information, you may email us at sales@o-nex.com or give us a call at 1-626-616-0497 for your order status or tracking number. We will also contact you via email, unless noted otherwise, if there are any issues regarding your order.
Duplicate Orders
Call us immediately at 1-626-616-0497 to let us know of the issue. Due to the number of orders we receive, we may not catch the duplicate order and both orders may be shipped if we are not informed.
Canceling an Order
Orders cannot be canceled or refused after the orders have been shipped. Refused orders are subject to an automatic 25% restocking fee plus return freight charge. Orders cannot be canceled or refused due to delay in shipping or order processing.
Will-Call Pick-up
We do have a storefront, we do have a business office in City of Industry (California) that allows local customers to pick up their orders. Will-call orders must be placed by phone so we can assure product availability and make an appointment for will-call.
International Orders
We are able to ship to most countries via FedEx International Economy Service. Orders will typically arrive to you within three to five business days from the time that it ships from our warehouse. Any brokerage fees, tariffs or taxes will be billed to you directly by FedEx. You can contact your local FedEx office to find out what those rates are.
Shipping Damage
If your order arrived damaged, please contact us within 24 hours of arrival. All packages shipped from o-nex.com are insured and damages are covered by the carrier and we will be happy to assist you in filing the claim with the shipping carrier. Please note that orders cannot be returned, canceled, or rejected due to shipping delays unless express service was requested at the time of ordering.
If a package is damaged by UPS or FedEx o-nex.com will file the claim with the carrier.
If a package is damaged via USPS, the customer will file the claim with the carrier and the claim will be settled with the customer.
Sales Tax
Orders shipping to California must be charged sales tax based on the county's rate. If you live in California and you place your order by phone and pay with a money order or cash (will-call) o-nex.com will pay your sales tax for you!
Return Policy
To avoid returns, we suggest you ask about any product you are unsure of and their warranties before you order.
For Closed Packages Only:
We cannot accept returns of products once they have been opened. Before opening each product, please check its packaging and label carefully to be sure you received the correct product and version. If the supplier's original packaging and seal is still intact, you may return the product to us within 30 days of purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges), subject to a 25% restocking fee. Return shipping to us is at your own expense. Regarding orders where o-nex.com has paid for shipping and handling charges, shipping and handling charges are defined to be 10% of order totals.
RMA (Returned Merchandise Authorization)
All products returned to o-nex.com must be accompanied by a valid Return Merchandise Authorization (RMA) number issued by us within 30 days of your original invoice date. RMA's will not be issued after 30 days. RA's expire in 10 days after they are issued and cannot be extended or re-issued. All returned products must be 100% complete in original packaging unopened and in resalable condition, with all packaging, software, manuals, cables, components, blank warranty cards and other accessories and documentation included. A valid RMA number must be written clearly and conspicuously on the outside of the packaging. Incomplete or unauthorized returns will be refused.
Any deviation form the returns process outlined above will result in a delay of your refund, exchange, an additional restocking fee, and possibly a refusal of your return. Shipping and handling charges are not refundable. On items where shipping and handling is not billed or is free, shipping and handling charges will be approximated to 10% of the regular retail price of merchandise. The customer is responsible for shipping charges and insurance on all return shipments including defective items. Under all circumstances, nobody is ever authorized to use o-nex.com's shipping account numbers. This is a fraudulent activity and will be pursued without exception. This applies to not only packages shipped for personal purposes but also packages that are shipped to o-nex.com.
If packages need to be returned to us, please email us at sales@o-nex.com or call us at 1-626-616-0497 for an RMA number and return shipping procedures.
Restocking Fee
All returns are subject to a 25% restocking fee. Refunds can be placed back into your PayPal account or as a store credit.
Important Notes:
- o-nex.com will only take back new and unopened items for a full refund minus a restocking fee.
- The customer is responsible for shipping charges and insurance on all return shipments.
- All original equipment, components, manuals, cables, and packaging will need to be returned in order for Marine Depot to process your RMA.
- If UPS, or FedEx damaged a package, o-nex.com will file the damaged items claim with the carrier.
- If USPS damaged a package, the customer will need to file the claim with USPS and all USPS claims are settled with the customer. We will provide you with the necessary insurance/delivery confirmation numbers.
