Q: What types of payment do you accept?
A: We currently accept these major credit cards: MasterCard, Visa and American Express. The total amount of your order is in the official currency of the United States (USD). Additional fees for foreign currency exchange rates may be applied to your order from your banking institute if you are outside of the US. Our merchant processor does not report additional fees to us and we cannot provide support with regard to exchange rates.
Q: Do you have store locations or only an eCommerce store?
A: We currently do not have any physical store locations. We only sell online at the present time.
Q: Do you ship internationally?
A: Yes, we ship almost all around the world! We offer a Flat Rate International Shipping fee.
Q: Do we have to sign for the shipment?
A: We do not require you to sign for shipments.
Q: Where do you ship the products from?
A: We source from reliable vendors of the best quality from around the world and the shipping point of origin depends on where the item is being sourced from and the time of the year that your order is placed.
Q: How long until my product is shipped?
A: Every sale has different shipping times based on production requirements and origin. Most items will ship out in 1-3 business days. Some may take longer if your order includes popular items experiencing stock availability issues, the order can take between 5 - 10 days to process. You will receive a shipping confirmation email with the tracking information from our tracking system once the designated carrier has accepted the shipment and this tracking link will be dynamically updated by the carrier throughout the delivery process.
Please note that around major holidays there may be additional processing time due to the high volume of orders.
Q: What is the estimated delivery date (ETA)?
A: OMG Otter partners with global merchants and artisans in order to provide you the best prices and the most interesting products. Because we ship directly from our partners your item(s) usually take 2-4 week to arrive, and in some rare instances delivery may take up to 5 weeks.
While we do our best to ensure each and every item gets delivered on time and hassle free, we occasionally encounter delays that are outside our control. Shipping worldwide can lead to delays due to weather, customs issues, and holidays. Handmade products may take longer to produce than expected. The good news is that we have the experience to deal with all of these issues and we will make sure they get resolved as quickly as possible.
Please note that we cannot guarantee delivery if the information provided at checkout is inaccurate. It is important that you double check your shipping and billing information during checkout and again when you receive your order confirmation email. We will not refund or replace orders in which inaccurate information deems a shipment as undeliverable by our carrier(s). We have a strict policy regarding the modification of shipping and/or billing address changes and cannot guarantee updates to this information once the shipment is processed through our shipping department. Thank you for understanding.
Q: How do I use my discount code?
A: You can enter the discount code during the checkout process. Just go to your Cart (top right corner) and proceed to Checkout. Right below the cart items will be a Discount box, just enter your coupon code then click Apply. Please note that we cannot apply the discount once an order is already submitted. The discount code should be placed before completing checkout. You can still use the promo code on your next order. Discount codes are only valid for one time use per customer.
Q: Do you offer gift wrapping?
A: We currently do not offer special gift wrapping for our products.
Q: How do I return or replace my item?
A: Please read our Returns Policy for more information.
Q: Where is my Order Confirmation?
A: The order receipt and confirmation email are sent to the email address used at checkout within 24 hours. It is important to ensure that you enter your email address correctly during the checkout process as this is how we communicate with you. Please try to check your spam or trash folder, as it may end up there as well. If you would like us to resend the order receipt, please request it from firstname.lastname@example.org.
Q: What if I want to cancel my order?
A: In order to best serve our customers we process orders through our shipping department immediately. It is for this reason that we do not offer order cancellation once you have completed the checkout process. Additionally, once an order has been processed through our shipping department we are unable to make any changes to the information provided during checkout i.e. shipping address, billing address, quantity, etc.. It is imperative that before you submit your order to confirm that the information you provided is accurate.
Q: Who is responsible for taxes and duties?
A: All applicable custom fees, taxes and duties are the sole responsibility of the customer. Custom authorities require that we state the value of your order directly on your package. It is at the sole discretion of custom agents to release your package. Please note, custom agents may delay delivery of some packages.
Q: What if I still need help?
A: That’s what we’re here for. Contact us via email at email@example.com.