Customer Service

Any unused merchandise or merchandise damaged during shipment may be returned to Oneida for refund/exchange within thirty (30) days of the date your order was received. Refunds will be issued in the original form of payment for actual price paid plus all duties and taxes. We will only refund shipping charges if we have sent the wrong item or if the item sent was damaged during shipment.

To ensure that we process your return according to your wishes, please follow the procedure outlined below when returning your merchandise to Oneida:

How do I return something?

1. Please contact our Customer Service Team at 1-800-341-3332 with your:

• Order Number (located on the front of your packing slip)
• Description of item(s) being returned
• Reason for return (see reason codes below)

2. Based on the items being returned, we will communicate to you the exact value of your credit for the item(s) being returned. You will be credited for the product value and any related duties and taxes, less restocking fees (if applicable). 

3. Oneida will communicate to you the mailing address for our Canadian returns facility and provide a return authorization (RMA).

4. Clearly identify our Canadian returns facility address as the destination on the package labeling. When returning merchandise to Oneida, carefully wrap the items and return them to the Canadian address provided with shipping charges prepaid. C.O.D. returns cannot be accepted and will be refused.

5. You will be given a return authorization number (RMA) and a Canadian return address to ship back item(s). Please fill out reason code on the reverse side of your packing slip (same seen as below).

*Return reason codes: a) arrived broken, b) arrived defective, c) incorrect item ordered, d) shipping error e) changed my mind, f) not as expected, g) other (explain).

6. Put the returning item(s) and a copy of the original Packing Slip (with the Reason for Return Service section completed) in the original shipment packaging. Please include all product-packing materials.

7. Present the package to any carrier, take the package to any post office counter, or drop the package at any authorized carrier outlet to have your return shipped to the Canadian address provided. You may wish to insure your package for the full replacement value with your chosen carrier.

While not required, we recommend that you select a shipping method that provides a tracking or confirmation of delivery option and that you insure your return. These options will provide you added protection since Oneida Ltd. cannot be responsible for Oneida products lost or damaged during their return shipment from you to Oneida.

8. Once received at our returns facility, your package will be forwarded to us in the U.S. and we will credit your return once the package has been received and processed in the U.S., typically within 14 to 30 business days after the package is sent.

9. Credit card companies vary in the time it takes for a "credit" to appear on your monthly statement. Please allow one to two billing cycles for the refund to appear on your statement.

10. Unfortunately, items purchased by internet or phone cannot be returned to our Oneida Factory Outlet store location. 

If you have any questions, please call us at 1-800-341-3332.

Customer Service seasonal hours:
Monday thru Friday 8:00 am - 9:00 pm EST
Saturday 9:00 am - 3:00 pm EST

You may also e-mail us at sales@oneida.com for any assistance you may need.