Copy of Customer Service
PLACING AN ORDER
Can I place a back order?
Please be aware that, at this time, OnGossamer.com does not accept back orders.
What are my payment options?
OnGossamer.com accepts Visa, MasterCard, Discover, American Express, PayPal, and Amazon Payments.
PayPal: Click on the PayPal icon during CHECKOUT and log in using your PayPal username and password. Once you have signed in, select your preferred payment method and continue with the checkout process. OnGossamer.com does not have access to any information stored in your PayPal account. If you have any further questions about using this payment method, please click here.
Amazon Payments: Click on the Amazon Payments icon during CHECKOUT and log in using your Amazon account username and password. Once you have signed in, you will be able to use the credit card and shipping information stored in your Amazon account on OnGossamer.com. OnGossamer.com does not have access to any information stored in your Amazon account. Your qualified purchases are covered by Amazon’s A-to-z Guarantee.
OnGossamer.com uses Secure Sockets Layer (SSL) technology, which is considered the gold standard in internet encryption tools, to protect credit card information shared with us.
How do I apply a coupon or promo code?
Enter your coupon, promo or discount code in the Promo Code prompt box at the bottom of your Shopping Bag, and click Apply. Only one code, per transaction, will be applied, unless otherwise specified.
What are our Terms and Conditions for Promotions and Pricing?
• OnGossamer.com promotions may not be combined with any other discounts or promotions.
• OnGossamer.com shall determine the order of applying the discounts and promotions in OnGossamer.com’s sole discretion.
• Coupons may not be transferred in any way, including but not limited to, in connection with a sale, auction, barter or other trade.
• No adjustments will be made to prior sales. Not valid toward purchases of gift certificates/cards.
• OnGossamer.com reserves the right to change or cancel promotions at any time.
• Violation of any of the terms and conditions may result in deactivation of the coupon.
• OnGossamer.com shall not be held liable for errors or omissions in pricing.
• Void where prohibited by law.
Why am I unable to select the color I want?
Unfortunately, the specific color and size combination you have selected is out of stock.
How do I adjust an order?
To change quantities or cancel an item in your order, click the My Account link at the top, right-hand side of our website. Then, click Change Quantities/Cancel Orders to find and edit your order. Note: Once an order has begun processing, or has shipped, changes can no longer be made.
What if my order is missing items?
If your delivered package is incomplete, it is possible that select items were no longer available in inventory at the time of your order. You should have received an email notification or phone call from Customer Service informing you of the situation. If this was not the case, please contact Customer Service for further assistance.
Who do I contact about an error with my order?
If you feel you have received the wrong product, please contact Customer Service within 72 hours of receiving your package. Once we are notified, we will make the necessary adjustments for your convenience.
Shipping & Returns
Where do you ship?
We ship exclusively in the United States, Puerto Rico, and US Virgin Islands. We currently do not ship, bill, or process international orders.
Do you ship to P.O Boxes and Military Addresses?
We cannot ship to P.O. Boxes at this time; however, customers who wish to have orders shipped to an APO, DPO or FPO address may place their order with a Customer Service representative. Contact Customer Service at 1.866.267.3751, Monday – Friday from 8AM to 5PM CST, to place your order.
Which carrier do you use for shipping?
We use the United Parcel Service (UPS) to ship most orders. We reserve the right, depending on your shipping address, to use another carrier to complete the shipment of your order.
What are the costs of shipping & handling?
Ongossamer offers Free Standard Shipping on all orders over $75. Any order totaling $74.99 and below ships UPS Ground for $8.00. The option to upgrade to 2nd Day Air delivery is available, for a fixed fee of $12.00 at checkout. In this case, please allow the standard 24 – 48 hours for order processing, in addition to the delivery time of two business days.
When will my order ship?
Please allow 24 – 48 hours for order processing before your order is shipped. You will receive an Order Confirmation email from us to the address provided during checkout. Items purchased on weekends, or holidays, will be processed on the following business day.
How can I track my order?
Once an order is shipped, you should receive a Shipment Notification email. If you do not receive this email and have an OnGossamer.com account, locate your tracking number by clicking on the My Account link at the top, right-hand side of our site and selecting View Order. At the bottom right-hand side of your order page, there will be Track Your Order link. Once your tracking number is located, you may enter it into the carrier's tracking system. If you do not receive this email and do not have an OnGossamer.com account, you may contact our Customer Service Representatives at 1.866.267.3751, Monday – Friday from 8AM to 5PM CST.
What is OnGossamer.com's return policy?
OnGossamer.com accepts returns of unworn, unwashed, undamaged, or defective merchandise, purchased directly from our website. Refunds for items returned within 30 days of the purchase date will be credited in the same form as the original payment type. Refunds for items returned more than 30 days after the purchase date will be in the form of a merchandise credit redeemable with your next purchase.
Clearance items are FINAL SALE; they cannot be exchanged or returned.
How do i return an item/order?
OnGossamer.com gladly accepts returns of unworn, unwashed, undamaged, or defective merchandise purchased directly from OnGossamer.com. Please contact our Customer Service Representatives at 1.866.267.3751, Monday – Friday from 8am to 5pm CST, to process your return. Please allow up to 2 billing cycles for a refund to appear on your credit card statement. Special offers may be subject to reduction by a return/exchange or cancellation.
How long until I receive a refund?
Please allow 10 business days for your return to be processed. We will notify you via email of your refund once we have received and processed the returned item in our facilities. Note: Initial shipping charges as well as return shipping costs are non-refundable.
What if I want to exchange or replace an item?
Exchanges within 30 days of the original purchase date, for items equal to the original dollar amount, will be accepted. We will send you a pre-paid return label. Please call Customer Service at 866.267.3751 to initiate your exchange. Representatives are available Monday to Friday from 8am – 5pm CST.
Safety & Security
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. The security of the information regarding your purchase is very important to us. We guarantee that your transactions are secure when you place an order through OnGossamer.com. In the unlikely event of any issues with your credit card transaction, you will have no liability for any charges relating to that transaction.