FAQS

 

 

ORDERING QUESTIONS:

Will my credit card be charged immediately? 
No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. However, your credit card will be pre-authorized for the amount of the order at the time the order is placed. This may look like an additional charge but will remain “pending” on your account and will drop off automatically within 2-3 business days. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.

Why should I become a registered user? 
You won't have to re-enter your credit card, shipping or billing information; when you place an order they will be filled in automatically. Also, registering makes gift giving simple. Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift. Click here to register now. Why did you call or e-mail me to verify my order? For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

How do I know that my order has been shipped? 
When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.
How do I change or cancel an order? To cancel an order you recently completed, simply go to this page, log in and then click "cancel order." If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

What are my payment options? 
We accept Visa, Mastercard, and American Express.

Is ordering over the Internet secure? 
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

SHIPPING QUESTIONS

When will my order be shipped? When will it arrive? 
If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select. Orders placed by 5 p.m. PST that contain ONE iD custom products will be shipped within 3-10 business days due to production time.

What's the status of my order? How do I track my order? 
Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

What's the difference between "Order Date" and "Ship Date"? 
On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

What are your shipping fees?
You can find out all details on our shipping fees here

What are your international shipping fees? What about duties? 
We DO NOT ship outside of the United States: continental United States, Hawaii, Puerto Rico, and Alaska only.

What countries do you ship to? How long does it take to deliver? 
We DO NOT ship outside of the United States: continental United States, Hawaii, Puerto Rico, and Alaska only.

Do you ship to PO boxes or APO/FPO addresses? 
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

If I send my package as a gift, will the recipient receive the invoice?
Yes. If you would like us to remove the invoice from the package, please send us an e-mail immediately after your order is placed by using this form.
 

RETURN/EXCHANGE QUESTIONS

What is your return/exchange policy?
If you are not satisfied for any reason we will exchange or issue a refund on unworn, unused, and unwashed products within 30 days of the date of purchase. Please follow the specific instructions on the return form and send the product back (unworn, unused, unwashed) within 30 days for a credit or exchange.   If your shipment arrived without a return form then please email your name and Sales Order number to customerservice@oneindustries.com to request a new form.

More Information on Returns/Exchanges

Where do I ship my return/exchange? 

Returns and exchanges must be mailed to the address on our return form.  You must use our return form to properly process your return/exchange.   If your shipment arrived without a return form, then please email your name and Sales Order number to customerservice@oneindustries.com to request a new form.

How should I ship my return/exchange? 
Please send your package including the Return/Exchange form via a prepaid, traceable and insured method to help ensure a safe documented delivery. Make certain that your name, address and phone numbers are included.  Return mailing expense is not refundable.

When will my credit card be refunded? We will process your return and follow your instructions to the best of our abilities. 
In the event that an exchange item is not available a refund will be issued to your credit card. If you have an exchange for the same dollar amount as the original purchase, no additional shipping or handling costs will be incurred.   Shipping and handling fees are not refundable.

Please allow 7-14 business days for your exchange or credit to be processed. 
Please allow 1-2 billing cycles for the credit to appear on your statement.

MISCELLANEOUS QUESTIONS

I bought your product on eBay, is it authentic? 
We have been getting hundreds of complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.

Can you tell me when new products or special promotions are announced? 
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Go to our homepage, and at the bottom you will see the sign up form to get you started.

What is your privacy policy? 
For more details on our privacy policy, click here.

Is my personal and credit card information safe on your website?
Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

Do you offer pre-printed backgrounds or custom decals? 
At this time, we do not offer pre-printed backgrounds or custom decals. We use a screen-printing system that is more expensive than the digital process used for pre-prints. Our screen-printing process allows us to produce a higher quality and longer lasting graphic. We have the ability to produce these graphics in bulk and offer the graphics at a very affordable price.

We do offer numbers separately that will adhere to our backgrounds. They are offered in an array of styles, sizes, and colors to meet almost any racer’s needs.

Do you sell plastic kits or components separately? 
We do not offer plastic kits or components separately. Our plastic is only available as an entire kit, which normally includes the plastic, graphics and a seat cover.

How can I become a sponsored rider? 
To become a sponsored rider you must submit a resume during sponsorship season (August 1st- November 30th).

Resumes can be submitted 1 of 4 ways:
1. By email to: ridersupport@oneindustries.com
2. By fax at (858) 485-6682
3. Mail to: 12270 World Trade Drive Suite 103 San Diego, CA 92128
4. Apply through MXSponsor.com

I crashed my helmet and broke some parts on it… how can I get new ones? 
First off, One Industries does not recommend that you wear a helmet after it has been crashed in. Helmets are generally only good for one crash, even if that crash seems insignificant. Please inspect your helmet before each use. However, the impact foam may have compressed within the shell of the helmet and damage may not be visible. Once compressed, this foam cannot expand and therefore loses its integrity. With that said, we do offer various replacement parts for your Gamma or Atom helmet. These parts include visors, liner sets, screw sets, airvents and more. Specific parts depend on the model. Your dealer can special order these parts for you, or feel free to give us a call to order them over the phone at 1-800-663-5567 or 1-877-663-5565.

My helmet doesn’t quite fit right. What options do I have?
Helmet fitment is extremely important and is the paramount aspect of helmet safety. All helmets decrease in their effectiveness to absorb impacts if they fit incorrectly. Please make sure you follow your owners manual to assess proper fit. One Industries’ helmets are designed utilizing two separate shell sizes. The smaller shell accommodates sizes XS, S and M. The larger shell is for sizes L, XL, and XXL. This applies to both our Gamma and Atom Adult line of helmets. Our Atom Youth helmet is one shell size. Our helmets can be tailor-made to fit your needs by utilizing different combinations of liner sets and cheek pads. For example, if you have an XL helmet that feels good around the crown of your head, but is too tight in the cheeks, you can order a set of replacement XXL cheek pads to provide additional room in that area. However, helmet liners from different shell sizes will not accommodate each other. For example, you can not make a size L tighter by placing a M liner in it.

All helmet liners tend to break-in over a brief period so allow the first few wears to assess the fit. In addition, do not underestimate how tight your helmet needs to be. A helmet slightly on the tighter side will eventually conform to your head and provide increased stability and protection. You want the helmet to feel very snug, but not to a point where it is painful or giving you a headache. Lastly, understand that every brand of helmet utilizes different head forms. Some helmets may simply not fit, although One Industries selects a head form we feel accommodate the majority of head shapes. We suggest you try on a helmet before purchase to make sure it fits you correctly.

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