Returns and Exchanges

At Otter Things®, your 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 it, please contact us right away before returning items. Any claims for returns or exchanges must be submitted within ten days after the product is received.

Refunds are only offered to customers that receive damaged items or the wrong items due to mislabeling. 

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!

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.

Wrong Size

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 what your next steps are. At this time, we are unable to make exchanges due to customer errors in size selection.

When You Do Have to Return

Our return address is:

Otter Things

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 January 22, 2020