Order & Shipping Info

I Ordered the Wrong Size/Color!

Because our warehouse is quite speedy, please contact us ASAP and also follow up with a call to (415) 236-5388 (M-F 9a-5p, PST). We will do our best to accommodate your order changes but there are no guarantees.

How Do I Update My Email?

Please drop us a note here!

Can I Update My Shipping Address?

Because our warehouse is quite speedy, we ask that you please fill out this form ASAP and also follow up with a call to (415) 236-5388 (M-F 9a-5p, Pacific) to ensure your address update is possible.

Can I Cancel My Order?

Because our warehouse is quite speedy, we ask that you please contact us ASAP and also follow up with a call to (415) 236-5388 (M-F 9a-5p, Pacific) to ensure your cancellation is possible.

Tracking Shows My Package Has Been Delivered But I Don't See It!

Based on our conversations with customers who have also experienced this, 80% of the time, the package shows up within 5 business days after tracking shows as "delivered". In the meantime, we suggest the following: 1. Please check your mailbox! Our

How Do I Track My Order?

You will receive a shipping confirmation email with tracking info once your Otteroo is on its way! If you have not received your package within 30 days of your order date (domestic) or 90 days (international), please contact us. We will not be able

Are There Customs Fees for International Orders?

This varies country by country. To confirm, please contact your local customs office for more information. You may be subject to import taxes, customs duties and fees levied by the recipient country. We unfortunately have no control over these

Do You Ship Internationally?

We ship internationally using USPS First Class International. We are not able to deliver to certain countries as historically USPS, our carrier, has not been able to reliably deliver there. Please go through the checkout process and see the current

How Are Orders Shipped?

We ship with DHL. You will receive a confirmation email once your order is on its way!

When Will My Order Ship?

Please allow 1-2 business days for order processing. We use the United States Postal Service (USPS) for all shipments. According to USPS, it usually takes 5-8 business days to anywhere in the U.S. The shipping times are only estimates provided by