At On & Prana Sales Store, we’re committed to getting your adventure-ready gear to you efficiently and making returns as smooth as our performance fabrics when your expedition plans change.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

Standard Shipping: $12.95 via DHL or FedEx

  • Estimated delivery: 10-15 business days after shipment
  • Available worldwide (excluding some Asian and remote regions)

Free Shipping: Available on orders over $50 via EMS

  • Estimated delivery: 15-25 business days after shipment

International Shipping

We ship globally except to certain Asian countries and remote regions. International customers may be subject to customs fees, which are the responsibility of the recipient.

Returns & Exchanges

Our Return Policy

We accept returns or exchanges on most unworn, unwashed items with original tags attached within 15 days of delivery.

Important Return Requirements:

  • Items must be in original condition with tags attached
  • Original proof of purchase required
  • Return shipping costs are the customer’s responsibility (unless item is defective)

Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

  • Underwear & Intimates (unless defective)
  • Socks (unless defective)
  • Swimwear without intact hygienic liner

How to Return or Exchange

  1. Submit your request within 15 days of delivery using our Return Request Form below
  2. Our team will email your Return Authorization Number (RAN) and instructions within 2 business days
  3. Pack items securely in original packaging if possible, with the RAN clearly visible on the outside
  4. Ship to:
    On & Prana Returns
    1413 Bel Meadow Drive
    City Of Commerce, CA 90040
    United States
  5. Keep your return tracking number for reference

Return Request Form Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Dear On & Prana Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number]. Below are the details:

  • Item Name: [Product Name]
  • Size/Color: [Details]
  • Reason for Return: [Fit/Quality/Other]
  • Preferred Resolution: [Refund/Exchange for Size/Exchange for Product]
  • If Exchange: [New Size/Product Preference]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Process

Once we receive and inspect your return:

  • Refunds processed within 5-7 business days
  • Issued to original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable (unless return is due to our error)
  • For exchanges, we’ll ship your new item once return is processed (standard shipping rates apply)

Note for international customers: Refunds may take additional time to appear in your account depending on your financial institution.

Damaged or Defective Items

If your adventure gear arrives damaged or defective:

  1. Contact us within 48 hours of delivery at [email protected]
  2. Include photos of the damage/defect and your order number
  3. We’ll provide a prepaid return label and expedite your replacement

Expedited Returns Tip: For fastest processing, use a trackable shipping method and ensure your Return Authorization Number is visible. Returns typically take 7-10 business days to reach our warehouse after shipment.

Questions about your return? Our customer adventure guides are ready to assist at [email protected].