Return Policy

Our Philosophy on Returns

First and foremost, we want you to be happy with your purchase, and we would like to be the place you think of first when you need something.
If you have any problems with merchandise purchased from us, please feel free to contact our Customer Service team by phone toll-free at 866.880.8481 or email at service [@] onthefly.com at any time.
Most items may be returned within 30 days of delivery in saleable condition, for an exchange or a refund (less shipping charges if applicable).

Exchanges

At this time, we do not process exchanges. If you would prefer a different product, size, style, or color — please place another order online for the item you need. Items being sent back to us can be shipped via UPS, FedEx, or US Priority Mail, and it's suggested you keep your tracking number handy until you know we've received the item. If we have an order for the alternative item, we will typically refund you an amount equal to what it cost to return the item to us as a courtesy. The refund for the exchanged item will be handled immediately.

Exchanging a Gift?

All gifts can either be Exchanged (as per the process above) or returned for Store Credit. Please email us at exchanges [@] onthefly.com regarding your Gift Exchange/Return so that we can set you up with new products or Store Credit.

Returns

All items should be returned to the address below in saleable condition. Upon receipt, refund will be applied to the original form of payment. Please allow 10-14 business days for the full processing of your return.

Non-Returnable Items

Unfortunately, we cannot accept returns of certain items*, including:

Any item that is returned more than 30 days after delivery**
Clearance sale items marked down 25% or more.
Any article of clothing or clothing accessory that has been worn, altered, or cleaned.
Any item that has been embroidered, monogrammed, engraved, or debossed.
Any underwear that has been tried on or worn (trust us, you want every store to honor that rule).
Any grooming products. We have no way of determining whether a grooming product has been tampered with or pilfered, and while we trust that you did no such thing, we are confident that it is more important for you to know you are receiving a never-been-opened grooming product than to be able to return one.
Any CD, DVD, software, video game, that has been opened or taken out of its plastic wrap.
Any item that is not in its original condition, is damaged, is missing parts or the manufacturers box.
Watches
Any product missing the serial number or UPC
Cigars
Custom-made products including clothing, furniture, shirts & suits, Mulholland Brothers alligator products, and personalized stationery

Regarding Free Shipping Promotions

We offer Free shipping on the vast majority of products on the site as a benefit of purchasing from On The Fly. Returns will be refunded the full amount less our actual outbound shipping cost. Exceptions to this policy can be made at the discretion of On The Fly.

Please send all returns, with the original packing slip and a reason for return/exchange, to:

On the Fly, Inc.
Attn: Returns
1 Embarcadero Center
Street Level
San Francisco, CA 94111

*Of course any item that has a manufacturer's defect can be returned for a full refund.

**If an item you're returning will not make it back to our service center within 30 days of the date of delivery, please contact us to determine if we can issue a full refund.