FAQ

Do you ship outside the U.S.?

At this time, We are only selling products and shipping to destinations in the United States. We hope to include international orders in the future.

How long will it take to receive my order?

Each order takes 2-7 business days for fulfillment, and then it’s shipped, which takes on average an additional 3-4 business days for delivery. These fulfillment times are guidelines and may change due to supply chain issues and unforeseen circumstances. Please check out my COVID-19 page for updated information.

PRODUCTS FULFILLMENT TIME DELIVERY TIME
Apparel 2-7 business days 8-9 business days after fulfillment
Totes 2-7 business days 6-8 business days after fulfillment
Mugs 2-5 business days 6-8 business days after fulfillment
Pillows 2-7 business days 6-8 business days after fulfillment
Wall Art 2-5 business days 6-8 business days after fulfillment
Water Bottles 2-5 business days 6-8 business days after fulfillment
Where’s my order? It never arrived.

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

First, check your shipping confirmation and check that you had entered the correct address. If the address was incorrect, though we would 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 us via our contact form, noting your order number. We will 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.

You can also find a link on each product page that allows you to view a size guide for the apparel item.

What is the return and exchange policy at Otter Things?

Please make sure that you have carefully reviewed your order before finalizing your purchase. All merchandise is made to order. Please contact us prior to returning items. You can review our full Return Policy here.

Damaged items:

The last thing we want is for you to be stuck with a damaged item. If it arrives damaged, then please get in touch with us 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 us know and we’ll get you sorted out.

Please note: Customers are financially responsible for shipping the item back to us. 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 our 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 us immediately during business hours via email or call us at (716) 817-0459. We process most orders within 2-5 hours, and once it has been processed, we are unable to make any changes.

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

You can use our contact form, or call us during business hours at (716) 817-0459.

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

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

Through this payment portal, we accept most major credit cards for your convenience.

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

What should I do when my PayPal times out?

Occasional browser issues can cause the PayPal payment gateway to timeout. If this happens during a purchase, clear your browser cache and cookies before trying again.

In the event, you are still unable to complete the transaction you can contact us via email or phone and we can process the transaction manually.

How is your apparel made?

All of our designs are printed by Printful, with the latest Direct to Garment t-shirt printing technology (DTG). Our printing partners use eco-friendly, water-based inks to print our 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.

How do I care for the apparel items?

All of the apparel at Otter Things is easy to care for. Simply follow these tips.

What is I Otter Be®

I Otter Be® is my unique trademarked line of illustrations that show what you otter be doing. Whether you enjoy music, sports, or just relaxing away the day, there is sure to be a whimsical otter doing the activity.

How can I get a unique custom design created especially for me?

If you are looking for a unique design that is not offered in the shop, please feel free to contact us.

As an illustrator, A. T. Baron loves to make new and interesting otter designs. Design ideas may be printed on any product Otter Things currently offers through the store. Please note that there is an additional illustration fee for all unique designs.

What are your business hours?

Since Otter Things is an e-commerce site, you can purchase goods 24/7. If you need to contact us directly, our office is open 9 AM-5 PM Eastern Standard Time, Mon-Fri. If you are unable to reach us during these hours, feel free to email us anytime!

Where are you located?

Our headquarters are based in Buffalo, NY, but everything is printed and shipped from a Printful warehouse in Los Angeles, CA or Charlotte, NC.