FREQUENTLY ASKED QUESTIONS (FAQ)
We hope we can answer your question below, but if not, feel free to contact us!
What's the status of my order?
To lookup the status of your order, click here. If you have a ONE Performance account, you can log in and view order status and tracking on the Order History page.
All orders placed Monday-Friday before 10:00 am (PT) / 1:00 pm (ET) will ship the same business day. All orders placed after the cut off time or placed Saturday-Sunday will ship the following business day (Monday-Friday).
Please note: Orders placed during special promotions (Black Friday/Cyber Monday), collection launches, and/or holidays may take additional processing time due to increased order volume. Please allow an 36-48 hours for order processing.
If you need further assistance, please click here to email us.
How do I cancel my order?
Depending on the status of your order, we may not be able to cancel it. In order to best assist with your request, we recommend reaching out to us via email for further assistance. If we are unable to cancel your order, we can always walk you through our easy returns process.
Can I return or exchange my order?
Yes, we accept returns and exchanges within 21 days from the date of purchase. Please refer to our return policy for details on eligibility and the process. We currently do not support returns or exchanges on international order.
How do I return or exchange an item?
We will accept unworn, unwashed, unaltered and unused merchandise in sellable condition for a full refund within 21 days of purchase.
To see full policy, including details on returns and exchanges online, click here.
I forgot to add an item to my order; can I make a change before it ships?
Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items.
Can I change the color/size of what I just ordered?
Once your order has been submitted successfully, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage.
Please contact us immediately to cancel the order. Otherwise, you can return or exchange your item once it arrives.
Please review the Return Policy for how to start an exchange from the portal at the Return Center.
Can I make a change to my billing or shipping address before my package is shipped?
You may change your shipping address after you place an order by contacting customer service below.
Typically, you can only do this the same day an order was placed because items are shipping as fast as possible. If an item has already been processed for shipping, you may not be able to change the address. All address corrections are subject to review and can be declined following a security screening.
Do you ship to PO Boxes?
No, we do not. If your order somehow passes our system with a PO Box address, this will cause delays.
Can I pay for my orders using crypto currency?
Yes, but only for domestic orders. Please contact our customer service department to walk through the details.
Do you offer international shipping?
No, at this time we do not offer international shipping. We are working on reaching our international customers very soon.
The style I want is out of stock. When will you be restocking?
ONE Performance comes out with new collections throughout the year. If something is out of stock, you can sign up for back in stock email alerts on the product page of the out of stock item.
I am not sure what size to order, what size would be recommended?
Please refer to the size information in each product page for general measurements. If you still need assistance, please email us for additional help at clientservices@oneperformance.com
For more information, please contact our
client service advisors at clientservices@oneperformance.com.
