Returns

To return merchandise, please review our policy below. 

For domestic orders, once you have reviewed our policy, please send an email to [email protected] with “Request for Return Authorization Form for Order # (Your Order Number)” in the title. This will start the returns process.

If you have an international order (including Canada) once you have reviewed our policy, please send an email to [email protected] with “International Request for Return Authorization Form for Order # (Your Order Number)” in the title. This will start the returns process.

For Kickstarter or Indiegogo returns, please see the specific Kickstarter and Indiegogo policy at the bottom of this page.

Returns Policy and Process:

• You may return your “unused” merchandise for any reason within 30 days of purchase. If 30 days have elapsed since your purchase, unfortunately we cannot offer you a refund or exchange. 

• All original packaging, contents and pamphlets must be included within the original box. 

• You must obtain an RMA (Return Merchandise Authorization) before sending in your return, and you must follow the process on our website, and in the questionnaire we will send you. Note that we do charge a $45 fee to cover the cost of shipping for bags, and a $19 fee for packing cubes, for items bought and returned from a U.S. address.  

• International customers (including Canadian customers) must pay the full cost of shipping their return back to our U.S. warehouse, or to an international warehouse we designate. Onli Travel, LLC will accept returns from anywhere in the world you are located; however, we will not accept any duties, fees, or customs charges related to the export or import of international returns. All international customers should label the package as “Goods Returned Under Warranty” before sending the product back. We recommend that you obtain a tracking number when returning the package and email us the details. Onli Travel, LLC is not responsible for packages that are “lost in transit”. You must obtain an RMA (Return Merchandise Authorization) before sending in your return.

• There are certain situations where only partial refunds, at our discretion, are granted (if applicable):

1. Any item not in its original condition, or which is damaged, or missing parts, for reasons not due to our error.
2. Any item that is returned more than 30 days after fulfillment.
3. Any item not returned in its original packaging.

• Shipping: to return your product, you should:

• Use the pre-paid label that we will send you. A shipping label will be provided to you via email as part of the returns process, once you obtain your RMA. (We usually use UPS in the US, and DHL overseas. In the US, you can drop off the package at any UPS store or location.)

• Package the product in the original box, within the original poly bag, with all of the product documentation, if possible.

• You will be responsible for a restocking fee of $45 for bags and $19 for other items for the return (for US customers). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, and any adjustments or deductions. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 15 business days after receipt of the return. In certain situations, we may propose other methods for refunds, including reimbursement via PayPal.

Late or missing refunds (if applicable):

If you haven’t received a refund yet, please check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Then, please contact your bank, as there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items (if applicable):

Only regular priced items may be refunded, unfortunately sale or discounted items cannot be refunded.

Exchanges:

At this time, Onli Travel, LLC does not accept exchanges. If the product you have purchased or received is within the allotted time period (within 30 days from your purchase) and you would like to return it, you can do so, per our returns policy.

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate (or a gift code) will be mailed or emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will be notified about your return.

 Kickstarter and Indiegogo Returns Process

 Here is the policy and process for Kickstarter and Indiegogo domestic returns:

 Policy:

You may return your “unused” merchandise for any reason within 30 days of fulfillment. If 30 days have elapsed since your purchase, unfortunately we cannot offer you a refund or exchange. All original packaging, contents and pamphlets must be included within the original box. You must obtain an RMA (return merchandise authorization) before sending in your return, and you must follow the process below. We do charge a $45 fee to cover the cost of shipping for bags and $19 for packing cubes, for items bought and returned from a U.S. address.  

There are certain situations where only partial refunds, at our discretion, are granted (if applicable):

• Any item not in its original condition, or damaged or missing parts, for reasons not due to our error.
• Any item that is returned more than 30 days after fulfillment.

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and we will contact you regarding the refund (less the $45 or $19 restocking charge noted above, and any deductions if the bag is not in new condition or original packaging.)

Process:

• Please confirm your product meets the requirements above, and that you have the original packaging.

• Write an email to [email protected] requesting a return. Please provide your Kickstarter or Indiegogo backer information, and use the same email address as you used on Kickstarter or Indiegogo.

• We will send you an RMA (return merchandise authorization) via email, along with a prepaid shipping label (usually from UPS).

• Apply the label and ship the product.

• When we receive it, we will inspect it, and then contact you via email regarding the refund.

For International (outside of the US) Kickstarter and Indiegogo returns, the policy varies by country and market, and we may not always be able to process a return without charging you the full amount of return shipping, including any international duties or taxes. To request an international Kickstarter or Indiegogo return, please email us (using the same email as you used on Kickstarter or Indiegogo) at [email protected], and we will get in touch with you about the specifics. Note, however, that in all markets, the product must be unused, in original condition, and you must contact us within 30 days of fulfillment.