Frequently Asked Questions

1.) How much is shipping?

Free on every order

2.) How quickly do you process and ship your orders?

We process every order within 48 hours, shipping generally takes no more than 2 weeks at the latest.

3.) How can I track my order status?

You can track your order using the tracing # we send via email within 48 hours or your purchase.

4.) What shipping carrier do you use?

We primarily use USPS

1.) How can I contact you?

You can contact us through our email at otterlygay@gmail.com through our contact page.

2.) I sent an email and haven't heard back?

We try to respond to emails as quickly as possible. However, during new drops and other high volume time we generally will respond within 24-48 hours. If, for whatever reason, you have not heard back after that, feel free to contact us again.

3.) I didn't receive my order, what do I do?

If you have received a delivery confirmation, please allow 24 hours to pass, as some carriers can deliver the package at a later time.

We would not be responsible for packages that have been listed as delivered but not received. Customer would not be entitled to a refund unless the carrier has provided notice of the package being lost or misdelivered.

1.) Is your ordering system secure?

Yes, we have a fraud protection system to protect your personal information.

2.) What payment method can I use?

We accept all major credit cards, PayPal, Apple Pay, and Shop Pay Installments.

3.) I tried to place an order but my payment did not go through. However, I checked my credit card statement and I see a pending charge from the store, what happened?

This is a common issue, if you did not get an order confirmation email that means we did not receive your order. The pending charge on your credit card means that our systems attempted to charge your card. Please allow for up to 48 hours, that charge will disappear and the money will be reissued to your card.

4.) I entered the wrong address, what do I do?

Unfortunately, we process orders very quickly, therefore we would be unable to make a change on our end. However, you might be able to redirect the destination by reaching out to the carrier (Typically USPS) to see if they are able to accommodate.

1.) Do you have a sizing chart?

Yes, you can find our sizing chart here.

1.) What is your return and exchange policy?

You can find our policy here.

2.) Where should I send my items for a refund/exchange?

We will give clear directions during the exchange process via email.

3.) How long will the return/exchange process take?

It will generally take about a week for us to receive the product, and after that it will take no more than 2 weeks to ship the replacement item (In the event of an exchange)

4.) Am I responsible for the return shipping fees

Generally the return fee will fall on the customer, for exceptions, please visit our policy page.

5.) I received the wrong product

Please reach out to us via our contact page