Shipping/Returns

General

General

Please review the following basic terms that govern your use of, and purchase of, products from ONLYNY.COM. Please note that your use of ONLYNY.COM constitutes your agreement to follow and be bound by those terms.

Contact

Questions or concerns? Please do not hesitate to contact us at info@onlyny.com and we'll get back to you as soon as possible. Our business hours are 10am-6pm EST, Monday through Friday. All correspondence received on holidays, Saturday, or Sunday will be addressed the following business day.

Returns & Exchanges

Return Policy

Full priced items purchased from Only NY can be returned within 14 days from purchase or delivery. Items returned within 14 days of purchase must be unworn in their original condition with tags attached.

To request a Domestic return, please click here.

To request an International return, please click here.


All Sale items are FINAL SALE. This includes the use of discount codes.


Shipping charges are non-refundable


If you received an incorrect or damaged item, please reach out to info@onlyny.com

Please note, exchanges are treated as a return with new purchase.

Conditions

Items must be returned to back to us in their original packaging, in as-new condition with printed receipts. In as-new condition is defined as unworn, unwashed, undamaged (beyond what is noted if returning/exchanging due to factory defect), and unused with all original tags attached. All packaging must accompany the product and must also be in new condition (i.e. shoe boxes). We reserve the right to refuse an exchange if the merchandise does not meet this criterion.

Refunds

Returns take us 3-5 business days to process upon reaching our facility. Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.

Exceptions

If you return more than $500 in a 12 month period you may be subject to a modified return policy. We will contact you if you are subject to the modified policy.

For all international customers, please email info@onlyny.com.

*Please note that the customer is liable for all lost and stolen packages.

Shipping & Delivery

Processing Time

Please note, we cannot edit orders once they are placed and registered in our system. Most orders are processed and shipped within 1-2 business days of purchase. However, please allow up to 8-10 business days for processing (especially during promotional periods). All orders are shipped from New York City and delivery time is based on shipping method. See below for details.

Tracking Issues

Please note, if your tracking states that your package has been delivered, but you have not received anything yet, please allow 24 hours after the stated delivery time to contact us. Sometimes packages are scanned early or accidentally delivered to a neighbor. If your package has not been located after the above time period, please reach out to us for assistance at info@onlyny.com.

Domestic (USA)

ONLY NY INC is not responsible for any lost, stolen, or damaged shipments and the buyer assumes all responsibilities of claims made with the shipping carrier.

UPS Ground

  • Standard delivery time is 4-7 business days from date shipped, but may take longer.
  • Shipping prices are calculated using real time quotes and are based on weight and destination.
  • We currently cannot fulfill and ship orders to P.O. Box addresses.

International

Global-E

Through our partnership with Global-e, we are pleased to provide an enhanced international shopping experience for customers in many countries and territories. International shoppers now get the benefit of seeing product prices in their local currency, guaranteed order totals, cost-effective international shipping.

Standard delivery: 12-15 business days once shipped. (Delivered by local currier)

Express shipping:  3-6 business days once shipped. (Delivered by DHL)

Shipping costs are based on your order size and quantity, with real-time quotes provided. Duties and taxes are handled upfront for most countries.

By shopping with us, you authorize Global-e to import your goods on your behalf. Questions? Please reach out to us atinfo@onlyny.com.

Shipping Restrictions

  • Please note that the Shipping and Billing country must match.
  • At this time, we are not able to ship to Europe due to legal restrictions.

Route Shipping Protection

Route Shipping

What is Route Package Protection?

Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what.  Package Protection can be added during checkout.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Package Protection and looking to file a shipping issue online? File here

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

In both cases, the Route Premium cost will not be refunded. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

When Should I File a Claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. 

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?

Route definitely helps cover these instances! To protect your order against loss or theft, add Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions? 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Route Insurance Solutions, which is a licensed insurance producer. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.

FAQs for Full Coverage Customers

What is Route Package Protection?

Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit.  We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. We're providing Package Protection to each order free of charge

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? 
Download here

Purchased Route's Package Protection and looking to file a shipping issue online? File here

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?

If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. 

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included for merchants who do not have Automatic Issue Resolution (AIR), also known as Resolution via Platform (RVP). 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.

When Should I File a Claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date. 
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?

If your order has not arrived, please file a claim with Route here

What if My Order Arrives Damaged?

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Route Insurance Solutions, which is a licensed insurance producer. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.