FAQ

Do you ship outside the U.S.?

At this time, I am only selling products and shipping to destinations in the United States. I hope to include international orders soon.

How long will it take to receive my order?

Each order takes 2-7 business days for fulfillment, and then shipped, which takes on average an additional 3-5 business days for delivery. I offer multiple shipping options. Here is a chart to help you choose.

Basic – Domestic

BY DELIVERY TIMES TRACKING NOTES
USPS First-Class Mail 3-5 business days Yes This is ideal for lightweight packages and it’s the most affordable USPS service that we offer. Maximum weight is 13 oz – this amounts to 1 shirt or 1-2 posters.
USPS Priority Mail 1-3 business days Yes Shipping times for Priority Mail are typically quicker than First-Class.
FedEx Smart Post 2-7 business days Yes FedEx Smart Post is also ideal for lightweight packages, but has longer delivery times than USPS First-Class. Please note: final delivery for Smart Post is sent through USPS.
USPS ParcelSelect 2-8 business days Yes
FedEx Ground 1-5 business days Yes Ideal for sending heavy shipments (up to 150 lbs) to business addresses across the U.S.

Expedited – Domestic

BY DELIVERY TIMES TRACKING NOTES
FedEx Express Saver 3 business days Yes All expedited orders are automatically marked as priority in our system. As long as the items are in stock, we print and ship them as quickly as possible.
FedEx 2 Day 2 business days Yes
FedEx Standard Overnight Next business day – afternoon Yes

Where’s my order? It never arrived.

If your order didn’t end up arriving, be sure to let me know!

First check your shipping confirmation and check that you had entered the correct address. If the address was incorrect, though I’d be happy to send you another order to the correct address, it will have to be at your cost.

If the shipping address was correct, get in touch with me at admin@otterthings.com noting your order number. I’ll see what can be done.

I’m not sure which size to choose for my order, do you have a size chart?

Yes, you can find the size chart here.

N.B. The Women’s T-shirts are a slim-fit style, and have a tendency to run small. When in doubt, you can order the next size up, or consider choosing a Men’s T-shirt, if you are looking for a more comfortable fit.

What is this store’s return and exchange policy?

Please make sure that you have carefully reviewed your order before finalizing your purchase. Merchandise may only be exchanged if item is defective. You can review my full return policy here.

Damaged items:

The last thing I want is for you to be stuck with a damaged item. If it arrives to you damaged, then please get in touch with me within a week’s time!

Wrong size:

If you’re unhappy with the size you’ve received, first check that the size stated on the garment matches the size stated on the sizing chart. Though rare, it’s possible that the garment was mislabeled. Let me know and I’ll get you sorted out. Other than that, all sales are final.

Customers are financially responsible for shipping the item back to me. When returning items, I suggest you insure the package via Mail or FedEx and purchase tracking services for your protection. Save the shipping receipt for your records. Only merchandise received by my warehouse can be processed.

I need to change something on my order. How can I do that?

If you need to change, cancel or add something to your order, please contact me immediately. I process most orders within 2-5 hours, and once it has been processed, I will be unable to make any changes.

I have questions before I order, how can I contact you?

You can email me at admin@otterthings.com, or use my contact form here.

How do I pay for my order? Is it secure?

I accept PayPal, which is regarded as one of the top payment processing platforms on the internet and is very secure.

Note: If you make your payment with E-Check through PayPal, the order will remain on-hold until the E-Check clears.

How is your apparel made?

All of my designs are printed by Printful, with the latest Direct to Garment t-shirt printing technology (DTG). My printing partners use eco-friendly, water based inks to print my apparel. This gives the apparel a softer, more comfortable feel compared to traditional screen print but it is just as durable.

If you notice any off-white residue on your t-shirt when you receive it, don’t worry! This is a special solution used for printing and can sometimes leave marks during the drying process. These are not stains and will wash off after the first wash cycle.

What are your business hours?

9 AM-4 PM Eastern Standard Time, Mon-Fri. I am always answering e-mails so feel free to e-mail me anytime!

Where are you located?

I am based in Williamsville, NY, but everything is printed and ships from a Printful warehouse in Los Angeles, CA or Charlotte, NC.

Update October 24, 2016