Returns and Exchanges
At Otter Things®, our wares are made to order (individually printed soon after you order them). In essence, they are made especially for you or the otter lover in your life. If you receive your order and there is something wrong with a product, please contact us right away before returning the items. Any claims for returns or exchanges must be submitted within ten days of receiving the product.
Refunds are only offered to customers who receive damaged or wrong items due to mislabeling. For your item to be eligible for a return, it must be in the same condition that you received it, unworn or unused, with any tags or labels, and in its original packaging. It is also helpful to have the e-mail receipt or proof of purchase. Shipping will not be refunded.
Please note that due to the personal hygiene nature of the product, face masks are non-returnable.
The last thing we want is for you to be stuck with a damaged item. If it arrives damaged, please get in touch with us within five business days.
A picture is worth a thousand words. Please provide photos of the product and the packing slip. It will make it much easier to resolve the problem.
As the adage goes, “Measure twice, cut once.” Please check and double-check the size of your product before you hit the purchase button. Not all apparel items are created equally. We have provided size guides to help you determine which size to choose.
If you’re unhappy with the size you’ve received, first check that the size stated on the garment matches the size indicated on the invoice and that the measurements match those on our size chart. Though rare, it’s possible that the garment was mislabeled.
If the product is indeed mislabeled, get in touch with us via our contact page, and we’ll let you know your next steps. Currently, we cannot make exchanges due to customer errors in size selection.
When You Do Have to Return
Our return address is:
4155 Harris Hill Road
Buffalo, NY 14221-7404
Customers are financially responsible for shipping the item back to Otter Things. When returning items, we 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.
Updated September 08, 2022