Frequently Asked Questions

You’re on our evolving FAQ page. We listen to your feedback and continue to made it easier for you to find the information you're looking for. The FAQ area is broken down below into four categories: Ordering, Shipping, Returns and Miscellaneous. We list the most frequently asked questions at the top of this page. If you do not find the answer you are looking for, or have input regarding our FAQ section, please email it to us at CustomerService@oneindustries.com as we are always making efforts to improve the FAQ answers.


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. 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 3-5 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?
Ground
$7.50

Three Day
$10.50

Second Day
$14.50

Next Day
$27.50

USPS Priority
$19.50
All 50 states and Puerto Rico. Delivery in 1-6 business days. (See map below.) 48 contiguous states only. Delivery by end of three business days. 48 contiguous states only. Delivery by end of two business days. 48 contiguous states only. Delivery by end of the next business day. Delivery 2-3 business days. Orders ship on Tuesdays and Thursdays only.

Puerto Rico, Alaska, Hawaii, Guam
Ground
$15.50

Second Day
$27.50

USPS Priority
$29.50




Delivery in 4-6 business days, depending on distance from San Diego, California. Delivery by end of two business days. Delivery in 2-3 business days.



UPS Ground Delivery Times


What are your international shipping fees? What about duties?

We DO NOT ship outside of the United States: continental United States, Hawaii, Puerto Rico, Guam 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, Guam 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?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Unwashed, unworn, unused or defective merchandise may be returned within 21 days after purchase for an exchange or refund. Merchandise received after 21 days will be subject to a 15% restocking charge. Merchandise received after 60 days will only be accepted at our discretion for a store credit. PLEASE NOTE: No returns or exchanges will be accepted on noted items.

We will only refund shipping charges if we sent the wrong item or the item sent was defective. If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange. The return/exchange value is determined by the last retail price of the item.

Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.

Returns & Exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

Please note: We do not accept returns on products that were not purchased via this website.

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. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

How should I ship my return/exchange?

Pack and seal your box securely, in the original package if possible. To be properly processed, you return/exchange must include a completed return form. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

When will my credit card be refunded?

Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.


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. Click here to get started.

What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. 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.

Do your full graphic kits w/ plastics come already installed on the plastic? If not, what’s the easiest way to install them?

They do not. The decals come unapplied, and they are installed by the end-user. The easiest way to have them installed is to convince your friend to do them for you. If that doesn’t work, here are a few key tips to aid you in applying your new decals.
Decal Application Tips

How can I become a sponsored rider?

You can submit rider applications and resumes via 2 ways:

Please fill out Rider Application located on Rider Page or email us via ridersupport@oneindustries.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. The foam that compresses within the shell of the helmet is what absorbs the energy of a crash and protects your head. Once compressed, this foam cannot expand and therefore loses its integrity. With that said, we do offer various replacement parts for your Kombat or Trooper helmet. These parts include visors, liner sets, screw sets, airvents and more. Your dealer can special order these parts for you, or feel free to give us a call to order them over the phone.

My helmet doesn’t quite fit right. What options do I have?

Helmet fitment is extremely important and is the most important aspect of a helmet’s safety. Even the highest-rated helmet is going to let you down if it doesn’t fit correctly. 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 Trooper and Kombat line of helmets. 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 on the top of your head, but is too tight in the cheeks, you can order a set of replacement XXL cheek pads to give you a little more room in that area.

Keep in mind that our liners tend to break-in quite a bit in order to offer the most comfortable fit. In other words, the helmet is going to loosen up a good deal after about a half-dozen rides. In addition, do not underestimate how tight your helmet needs to be. Many riders choose a looser helmet for comfort, and these riders are at greater risk during a crash. You want the helmet to feel very snug, but not to the point where it is painful or giving you a headache.

Lastly, understand that every brand of helmet is different. Some helmets may simply not fit you based on the shape of the shell compared to the shape of your head! Always try on a lid before you buy to make sure it fits correctly.