CAN I REPRINT MY LABEL OR OBTAIN MOBILE CODE AGAIN?
Yes! Please be sure you have already registered your return here. To reprint your label or obtain your Mobile Return Code, please visit your order status page here and enter your order number and zip code. Follow the appropriate links to access your label or return confirmation page with QR code. This page will also allow you to track or cancel your return when needed.
WHERE IS MY RETURN?
Once your return package is on the way back to our warehouse the return process has started. When the return is received and inspected, we will notify you once your return is accepted. This process can take up to 5 business days from the date your return tracking information shows Delivered. Please allow up to 7 business days for the refund to be processed back to your original form of payment.
CAN I EXCHANGE MY ITEM?
While exchanges are not offered, we are able to offer returns for store credit which allows you to place a new order faster than waiting for a refund to your original payment method. Register your return here and when prompted for your refund method, choose Gift Card/Store Credit. The fastest return method is to drop off and once your item(s) are scanned at the return counter you visit, your credit will be immediately issued and emailed to you.
CAN YOU HELP WITH A DAMAGED PRODUCT?
We apologize that you received a damaged item. Please send a photo of the damaged product to [email protected] with your information and we would be happy to help you with a resolution. Please note, any damaged item outside of a 90 day return window cannot be returned or refunded.
- How do I complete the onboarding quiz?
Within the app, you will be prompted to complete an onboarding quiz. Once this is submitted, you have completed the action.
- How do I complete Leave a Review?
After purchasing a product, you will receive an email to review the product. Once this is submitted, you will have completed the action.
- How do I complete Waitlist Signup?
Visit the landing page of a “coming soon” product, and enter your email to sign up for the waitlist. Once this is submitted, you will have completed the action.
- How do I complete Drop a Hint?
Within the app, share a product with a friend. Once you share your favorite products with 5 friends, you will have completed the action.
How do expedited returns work?
Onyx member returns will receive priority processing once the return is received at our warehouse. Most refunds are issued within 24 hours of receipt.
Does status progression expire?
Progress in these categories will reset at the beginning of each calendar year as customers need to re-qualify for ONYX status annually.
What happens to status when I return items?
Returning items will affect your progress towards achieving certain criteria for ONYX status. Returned items will not count towards status and progress and will be deducted after items are returned.
What if my order is partly canceled?
Cancellations or adjustments made to your order will affect your progress in achieving the Spend or Order criteria. The spend and/or order count progression will be deducted after a part cancellation or adjustment.