Shipping and Returns

Shipping Information

We currently ship to the Continental United States via UPS. We plan on extending our shipping to select countries around the world very soon. Please note that UPS will deliver to a street or business address, but will not deliver to a P.O. Box address. Orders placed Monday through Friday are processed same day until 2pm EST. Orders placed over the weekend will be processed the following Monday. You will receive a tracking number by email when your order has been fulfilled. The dimensions of our shoe boxes are 13 1/8" length x 8 3/4" width x 4 3/4" height. The approximate weight of each package is 4 lbs when shipped. 

Free shipping

Onto NYC offers free UPS tracked shipping on orders above $300 to the contiguous 48 states. Please note that you must select free shipping to at checkout when your order qualifies to receive this offer.

Returns & Exchanges Policy

Onto is dedicated to pleasing our customers. Please inspect all items upon delivery. We accept exchanges of defective or damaged items and returns of most items if postmarked within 10 days of receipt of your order.

All footwear must be unworn and with all original packaging and contents intact. We reserve the right to refuse to process any return if we think the footwear has been worn or altered. Please note that both original and return shipping costs are non-refundable. Please consider using a shipping service with tracking and/or purchasing shipping insurance, as we make no guarantee that we will receive your returned item.

In the event that a shipment is returned as a result of the customer providing an incorrect address, the customer will be responsible for a restocking fee in addition to the original shipping cost, as well as the cost of re-shipping the package (if requested by the customer).

In the event of an exchange due to size, we will cover the cost of shipping the new item to you. Onto is not responsible for loss or damages that may occur when returned orders are in transit. This Policy does not extend to sale items, items purchased using a discount code, or any other sales that are marked as final at the time of purchase.

How To Return Or Exchange:

  • Please contact us atreturns@ontonyc.comand we will supply you with a UPS returns label and a Returns Form to be filled out and included with your return.
  • Affix the enclosed pre-printed label to the outside of the shipping box. Drop off the package at the any Carrier Store, Drop Box, Customer Center, or with any Carrier driver. If a carrier is not available in your area or you prefer not to use it to return or exchange your items, you can use any other trackable method, at your expense. Please insure the package for the full retail value of the shipped products, as we will not be liable for any damage incurred in transit. 
  • If you wish to exchange your item for a different product, you must return the original item and purchase the new item separately. 

Once a return or exchange has been received and accepted, Onto will refund the item value or initiate the exchange as approved. Refunds will be made in the form of the original payment where the same credit card used for purchase will be credited with a refund. Please allow 7-21 days for the refund to fully process upon receipt. Footwear must include the original shoe box in its original condition, without postal labels. Shoe box fees are charged when footwear is returned in a damaged shoe box, or without the original shoe box.