Have a question about your order?

Email talktous@otg247.com with your order number in the subject line.

Shipping, Returns & Exchanges

What is the shipping policy?

Please wait 1-2 business days for your order to process. We make every effort to complete your order as soon as possible.

Overnight Shipping only eligible for orders placed before 1pm MST Mon-Friday. Personalized orders can not ship overnight due to the longer processing time.

For personalized bags, please wait 5-7 business days to process as these are made-to-order. Please note processing times for personalized orders can take longer when purchased around a holiday. 

Our shipping methods include: USPS Priority Mail, UPS Ground, FedEx Home Delivery, FedEx 2- Day, and FedEx Overnight. Shipping methods and delivery times depend on your location. UPS and USPS sites quote, but do not guarantee, 2-8 business days for residential domestic shipping. Longer shipping period for residential deliveries in Alaska and Hawaii.

Read More Here

How do I return my bag?

Items should be returned in new sellable condition, unused in original packaging and with all tags attached.  We may not accept merchandise that is not received in the above specified conditions. 

Merchandise must be returned or exchanged within 14 days from the day that you receive your order.

Please note we charge a flat-rate return shipping fee of $10 that includes return shipping and restocking.  The fee will be deducted from your refund amount and refunds will be issued to your original payment method.  You will be notified once your return has been approved and processed.  Please allow for one or two billing cycles for a refund to appear on your statement.

To initiate a return, please e-mail us attalktous@otg247.com with your order number as the subject for a prepaid return label.

Please note that all Bag Club sales are final!

Please Read More Here

How can I exchange my bag?

Exchanges must be made within 14 days of purchase.

Please note we charge a flat-rate return shipping fee of $10 that includes return shipping and restocking.  The fee will be deducted from your exchange credit amount. The credit amount and any original discount will be applied to the new sales order. You will be responsible for any price discrepancies for the exchange plus shipping.  If the exchange credit amount is more than the new sales order total, you will be issued a refund back to your original payment method. You will be notified once your exchange has been approved and processed.

To initiate an exchange, please e-mail us at talktous@otg247.com with your order number as the subject for a prepaid return label.

Please Read More Here

What is Shipping Protection?

Get peace of mind with OTG|247 Shipping Protection in the event that your order is lost, stolen, or damaged. If you remove Shipping Protection from your cart, OTG|247 will not be liable for lost, stolen, or damaged product.

Read more about our Shipping Protection.

If you would like to make a claim for a current order, please email talktous@otg247.com.

Do you ship overseas?

We currently don't offer international shipping, but we hope to expand in the future.

Order Questions

Can I cancel my order?

We completely get it, we change our minds too! Please email talktous@otg247.com with your order number as the subject line.

If the item has already been fulfilled we can not cancel your order. You may always return or exchange the items.

My order never arrived, was lost or stolen. What do I do?

If you added shipping insurance to your order, we can replace your order. Please email talktous@otg247.com with your order number and we will be in contact as soon as possible.

If you did not add shipping insurance to your order, OTG|247 is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier (USPS, UPS or FedEx). Once your claim has been filed, please contact us directly at talktous@otg247.com with information regarding your situation and your claim number.

What size should I buy?

There's a lot of options, we understand. Please take a look at our Lifestyle Guide to help!

Personalization Questions?

What does the printed colors look like on the bag?

Click here to see our brand colors printed on OTG's solid bags. This may help you when editing your bag online.

Can I return my personalized bag?

At this time, we do not accept returns on personalized items. All personalized bags are final sale.

Can I upload my own design?

Yes, you can add your own logo or design to any bag available for personalization for $20. Click the "Upload Your Own" button on the personalization editor to get started.

When will my personalized bag ship?

For personalized bags, please wait 5-7 business days to process as these are made-to-order. 

Bag Club Questions

Can I exchange or return my Bag Club order?

All Bag Club sales are final. No exchanges or refunds. Please view our policy here.

How do I cancel my Bag Club subscription?

You can do so by logging into your account, and click on "Manage Subscription". Then scroll down to "Cancel Subscription".

Can I pause my Bag Club order?

Yes, it's simple. Log into your account and click on "Manage Subscription" > "Manage Upcoming Orders". There you can choose the month you'd like for us to skip.

How do I set my preferences?

Although we can not make any promises on the bags that you receive while in The Bag Club, we will try to keep your preferences in mind.

Take this survey to set your preferences.

Product Questions

How do you clean OTG|247 bags?

Simply wipe it with a damp sponge and soap or use a magic eraser for tough spots. You can actually rinse out the inside too! Watch our video here!

Can I add my logo to OTG|247 bags?

Yes, we can do a completely custom bag design or we can screen-print existing bags.  Contact sales@otg247.com for more information.

Can the bags be embroidered?

Yes, we have several Stockists that offer in-house personalization through embroidery. However, OTG|247 is not responsible for related damages of the bags after embroidery as it ruins the integrity of the material.

Do all prints come in every size bag?

No, certain prints come in certain sizes. Visit www.otg247.comfor up-to-date information on the collections available.

Why don’t all of the bags have hooks to add straps?

The original concept was to be able to convert all of the bags with a strap, however, after much testing we decided that too much hardware makes your bag really heavy if you have multiple bags in your bag...which the line is made for. Furthermore, some of the shapes aren’t conducive to straps.

Why don’t all bags have a gusset for more space and expansion?

Currently, the #7 FOODIE and #9 TECHIE have gussets since they have an extra layer of padding/insulation...the other sizes don’t need a gusset since they don’t have the extra layer and they expand as needed.

Will you support my non-profit organization?

Giving back is important to OTG|247, it is part of our corporate philosophy. Please send donation requests to talktous@otg247.com for consideration.

Will my #7 Foodie bag keep perishable items fresh?

Our #7 Foodie bag is designed to keep your stuff dry and drinks cool.  Perishable items (such as milk, formula, or perishable food) should not kept in the Foodie or left out of the refrigerator or other constant cold source for more than two hours.

Get in touch

Have questions about your order, or a general enquiry?