Shipping & Refunds Policy
We are excited that you made your purchase with us, and we are dedicated to getting your ordered items to you as soon as possible.
All orders ship Monday through Friday, excluding federal holidays within the United States. Orders must be placed by 12 p.m. EST Monday - Friday to start processing on the same day. Processing time usually takes 1-2 business days (this does not include additional lead/production times, if any). Delivery times are based on orders placed between Monday - Friday. We regret that we cannot ship outside of the United States at this time.
We endeavor to dispatch shipments to the contiguous United States of America within two working days of placing your order. Most in the contiguous USA will receive items within 3-5 business days, however, remote destinations can take up to 7 business days.
We currently offer the following shipping options:
UPS/FEDEX Standard Ground Shipping (3-5 business days on average)
Note: Pricing is subject to change for shipping methods at any time due to changes in the market rate of shipping. We are not responsible for changes in shipping rates from our shipping providers.
Orders will only be shipped to addresses within the 50 states of the United States of America or the District of Columbia. We strive to ship your order as quickly as possible. However, our shipping estimates are not guarantees or promises that a product will ship on a specific day or be received by you within a specific period. The amount of time it takes for you to receive a product will depend on how long it takes us to process your order and how long it takes the carrier to deliver the order to you once it is shipped.
Order Cancellations
If your order is cancelled, you will receive an email notice alerting you to the cancellation. You will be refunded for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please our Customer Care department. You will not be able to cancel your order once your product has shipped.
Returns & Exchanges
If for any reason you are not completely satisfied with your otgo.store purchase, please email our customer service at customercare@otgo.store to obtain a Return Authorization Number.
If you need to exchange a product for the same item, send an email to customercare@otgo.store and we will provide an exchange authorization and mailing information.
Our warehouse does not accept returns or handle exchanges. We cannot insure that we will be able to properly locate and handle your return or exchange without the exchange authorization and the correct return address.
Defective, damaged or incorrect items:
• Contact us at customercare@otgo.store to speak to a Customer Care department and receive your return authorization (if eligible).
• If you received a damaged or defective item from us, or the wrong item was shipped to you, you will not be responsible for return shipping charges, and we will not charge any restocking or other fee in connection with the return. In addition, you will receive a full refund for the item, as described in our Refund Procedures.
• To obtain a refund, the item must be returned to us, unopened (unless the item was received by you in a defective or damaged condition) and in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below.
• We cannot accept items back that have been opened or used unless the item was received by you in a damaged or defective condition.
• Damaged or defective items returned without their original packaging will not receive a refund.
Other Returns:
• Contact us at customercare@otgo.store to speak to a Customer Care department and receive your return authorization (if eligible).
• For all returns other than damaged, defective or incorrectly-shipped items (see above), you will be responsible for the shipping charges to return the item(s).
• To obtain your refund, the item must be returned to us, unopened and in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below.
Return Procedures:
• To return an item, contact us at customercare@otgo.store to speak to our Customer Care department and receive your return authorization (if eligible).
• Customer Care will provide you with a return label, which you will be required to print and affix to the package (if eligible).
• Securely pack the item(s) you are returning and include a copy of your original packing slip in an appropriately sized box.
• Affix the shipping label on the package to be returned.
• After we receive, inspect and process your return, a refund will be issued in accordance with our Refund Procedures below.
Refund Procedures:
• If you are entitled to a refund in connection with a return, the following conditions will apply: Your refund will be in the form of payment used for the purchase.
• The amount refunded will be the purchase price paid by you for the returned item (which reflects the amount of any discounts, promotions or coupons that you received), including sales tax charged with respect to the item, as applicable.
• Credits will be issued after we receive, inspect and process your return. Please allow time for the returned item to be delivered to us, for us to inspect and process the return, and for the credit card issuer to credit your account. Your credit card company determines when the credit will be reflected in your statement. It may take one full billing cycle for the credit to appear on your account.
• If you purchased using PayPal - PayPal credits the refund according to how the original payment was made. If you used a credit card, PayPal credits your credit card. If you used a funding source other than a credit card, your PayPal balance will receive the credit. If you used both a credit card and another source, the credit card portion goes to the credit card, and the remainder goes to your PayPal balance. Please note, refunds to credit cards can take up to 30 days to appear on your statement.
• Contact us at customercare@otgo.store to speak to our Customer Care department for any questions about your return, or to inquire about the status of your refund.
I ordered/received the wrong product, should I return it?
If your online order is not as expected, please contact our Customer Care Department at customercare@otgo.store for assistance.