Return Policy

Important Holiday Note
During most of the year, we have a 30 Day Return window. We recognize people are doing holiday shopping already, so our usual 30 Day Return window will be extended into January. The only thing we ask is that returns are made relatively quickly after Christmas. Items bought in early November and returned in mid-February may not be accepted.

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 877.547.2720 or email at any time
• Most items may be returned within 30 days of delivery in saleable condition, for an exchange or a full refund (less shipping charges)

Exchanges
If, for whatever reason, you would like to exchange the item you have for another, HOLD ON TO IT! Send us an email or call us at 877.547.2720 and we will send you out the new item along with a return label postage-paid to return the wrong item. Your exchange will be handled quickly and at no new additional cost to you!

Returns
All items should be returned to the address below in saleable condition. Upon receipt, a credit will be applied to the original form of payment; please allow 10-12 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**
• Any article of clothing or clothing accessory that has been worn or altered.
• Any underwear that has been tried on or worn (trust us, you want every store to honor that rule).
• 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
• Pipe tobacco, cigars or used pipes (unless those pipes were purchased in a used condition)
• Sports Memorabilia
• 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 the actual shipping charge to the customer. Changes 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.
135 Clara Street
San Francisco, CA 94107
Attn: Returns

*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.