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Oakley Military & Government Sales -  FAQs
 
USSI USSI
FAQs
Do I qualify for your program?
The Oakley Military and Government Sales program is only available to the following US personnel types that have an active Government or Military ID, these include:
  • Active Duty Military personnel
  • Military Reserve personnel
  • Sworn Federal & Local Law Enforcement Officers
  • Fire Department personnel
  • Emergency Medical Services (EMS) personnel
  • Military retirees that have valid Government Email addresses or valid retired military ID card
  • Veterans with valid Government email address (excludes employees of Veteran Affairs)
My account has expired. How can I renew my membership?
Your membership at OakleySI.com is good for one year. You will need to login to your account and update your account information and agree to the terms and conditions for making purchases on our site.
I am having trouble logging into the OakleySI.com web site. What is the problem?
The most common cause of login problems is trying to login more than 5 times with the wrong password. After 5 attempts, your account will be locked and you will have to call our Help Desk at 800-525-4334 to unlock your account.
How is the sales tax calculated for my order?
All online retailers must collect sales tax from customers having goods delivered into states in which the company has nexus. Nexus is defined as having substantial presence in a state. Oakley has nexus in states where we have representatives or assets. Oakley is required to collect sales tax on web and phone orders shipped into these states. You will be charged the appropriate state, local and district sales tax based on where your order is shipped. Oakley will not charge sales tax on your order if you are shipping to an APO/FPO address or if you make payment with a Government Smartcard or have filed a tax exemption certificate with Oakley. Oakley charges sales tax on all taxable products.
How do I know if my order is tax exempt?
Your order may be tax exempt if you are:
  • Paying with a government (Federal/State/Local) credit card
  • Shipping to an FPO/APO address
  • Shipping to a state with no sales tax
  • Shipping to a "No Nexus" state (Oakley has no corporate presence)
My organization is tax-exempt. How do I arrange not to pay sales tax on my orders?
If your organization is tax exempt from paying sales tax, you must provide proper documentation. Refer to our Tax Exempt Info page for detailed instructions on applying for tax exemption.
I am having trouble placing an order. What can I do to fix this problem so I can purchase on your Web site?
If you are having difficulties placing an order on our Web site, please try downloading the latest version of the Firefox Web browser . If you continue to experience difficulties, please call Customer Service at 1-800-525-4334.
How can I return/exchange an item?
Unfortunately, we only accept returns, not exchanges within 90 days. You will need to contact our office so we can provide you with a return authorization number (RA#) to use when you mail the product back to us. We can only accept returns if the item is still in new condition with the original packaging. Once the package is received a credit will be issued to the credit card used on the original order. (DO NOT MAIL YOUR PRODUCT BACK WITHOUT YOUR RA# WRITTEN IN BOLD ON THE OUTSIDE OF THE PACKAGE.) After you receive your RA#, you can log on to the Web site to place your new order.
Can I make changes to my order after it has been placed?
You cannot make any changes to your order once it has been entered. We begin processing your order immediately so we can ship it out to you as soon as possible.
Do you ship to post office boxes?
No, we do not ship to PO Boxes. However, we do ship to APO and FPO addresses.
If an item is not listed on www.OakleySI.com can I still order it?
If the item is not listed on OakleySI.com, then, unfortunately, it is unavailable to purchase through our program.
How long are orders taking to ship?
Orders are currently taking 3-4 business days (for items in stock to process) and should ship after this timeframe. Delivery is an additional 3-5 business days. Prescription eyewear orders take 3-4 weeks to ship.
How is my order shipped?
All orders are set for Ground shipping through UPS or FedEx, unless expedited shipping is requested. If the order is shipping to an APO/FPO address, it will be shipped via USPS. Please be aware Boots/Accessories and Eyewear are charged and shipped separately.
Can I expedite the shipping on my order?
Unfortunately at this time we are unable to expedite shipping on any orders. We are very sorry for the inconvenience.
How can I check the status of my order?
Once logged in, you can go into the 'My Account' tab and check the status of your order. You may also contact our office M-F 8-5 PST by phone or email us at usstandardissue@oakley.com. (Please note that orders take 3-4 business days for processing and should ship within this time. Delivery is an additional 3-5 business days. Prescription eyewear orders ship within 3-4 weeks.)
It has been 2 weeks and I have not received my package to my APO/FPO, what can I do?
Orders shipping overseas can take approximately 5 business days to reach the APO/FPO hub. If you do not receive your product within 30 days from when the package was handed off to USPS, please contact Customer Service.
I only received part of my order, where is the rest?
If an item is on backorder it will be listed as b/o on your packing slip and will ship as soon as it becomes available. You may contact our office for a scheduled ship date on any product missing from your package.
I checked my Order History under MY ACCOUNT and the status of my order is "In Process." What does this mean?
The status "In Process" means your order has entered our system and is now in our shipping department. You should receive a confirmation email once your order ships. This email will contain the tracking number of each item in your order. If you are overseas, your order will ship via USPS.
I placed an order on OakleySI.com. When will my credit card be charged?
Your credit card will not be charged until your order is shipped. When you initially place an order with us, we perform a pre-authorization on your credit card. This pre-authorization allocates a portion of your credit card's line of credit towards your purchase from us. If we do not use this pre-authorization for some reason, (e.g., you cancel the order), the pre-authorized amount will be restored to your credit card's line of credit in 3-5 days.
How can I receive a receipt for my purchase?
Please contact our office by phone or email and we can fax or email a copy of the invoice to you.
Do I need a prescription from an eye doctor to order Oakley prescription eyewear?
Yes. Your prescription must include the following legible information:

- Your first and last name
- The date the prescription was written
- The expiration date or number of years the dated prescription is valid (e.g., "Valid for 2 years.")
- All powers for both eyes (if applicable)

Please follow these steps to upload or fax your prescription:

STEP 1 - Click this link (or copy the link into your browser): http://OakleySI.comhttp://www.usstandardissue.com
STEP 2 - Login with your username and password.
STEP 3 - Select "View Order History".
STEP 4 - If you have not yet sent us your prescription, the status of your prescription eyewear order will be "Awaiting Rx".
STEP 5 - Click the "Upload or Fax" link in the Action column.
STEP 6 - Select an option to provide us with a current eyeglass prescription from your eye doctor.

NOTE: For quicker processing choose Option 1 –Rx Image Upload for quicker processing.

We will not be able to process and ship your order without a prescription. Your credit card will not be charged until we receive your prescription and can process your order for shipment.
How long is my prescription valid?
One year unless otherwise specified on the copy of your prescription.
Will I get a refund if I return prescription eyewear?
Your prescription eyewear purchase was prepared especially for you. If you return your prescription eyewear you will receive a 33% refund.
I returned my product a long time ago and have not been refunded, where is my credit?
Refunds can take approximately 10-14 business days from when the package is delivered back to our facility. If your refund has not posted within this timeframe, please contact our office for a status.
What lens tints are available for Oakley Standard Issue eyewear?
Oakley Standard Issue eyewear is available in different frame colors, lens types and lens tints.

The available options for each product are displayed on the COLORS & OPTIONS tab of the individual product page. Click on the small image of your option choice to display a larger image at the top of the page.

If you would like to see the effect of the different lens tints, select the LENS TINTS tab.

PLEASE NOTE: Not all lens tints are available for each frame. Refer to the individual product descriptions for availability.
I have not received any confirmation emails from OakleySI.com. How do I access important information regarding my member account or order?
To ensure you receive all emails from OakleySI.com, please check your “Spam” or “Junk” folder in your email account. You may opt to add the email address usstandardissue@oakley.com to your Safe Recipients list.
Why does my packing slip reflect a higher price?
Due to the exclusivity of this program your packing slip will reflect the full retail price. However, this is not what you were charged. Please refer to your email confirmation or the Web site for the correct pricing.