Have a question about your order?
Email talktous@otg247.com with your order number in the subject line or click the chat box in the bottom right hand corner.
Customer support is available Monday - Friday from 9 am - 3 pm MST.
Shipping, Returns & Exchanges
What is the shipping policy?
What is the shipping policy?
Please wait 1-2 business days for your order to process. 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:
- Standard Shipping through USPS Priority Mail. USPS quotes, but does not guarantee, 2-8 business days for residential shipping.
- Priority Shipping through FedEx 2 Day. Orders will arrive in 2-3 business days by end of day.
- Expedited Shipping through FedEx Overnight. FedEx quotes, but does not guarantee, the next day in the evening for residential domestic shipping. Expedited Shipping is only eligible for orders placed before 1 pm MST Mon-Friday. For personalized orders, please add 5-7 business days to process as these are made-to-order.
Please note both carriers quote longer shipping times for residential deliveries in Alaska and Hawaii.We currently don't offer international shipping, but we hope to expand in the future.
How do I return my bag?
How do I return my bag?
We accept orders for return from www.otg247.com within 14 days from the delivery date.
Items non-eligible for returns are bag club subscriptions, personalized items, gift cards, final sale items and items damaged through normal wear and tear. 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.
Please note we charge a $10 flat-rate fee that includes return shipping and restocking, original shipping costs will not be refunded. The fee will be deducted from your refund and refunds will be issued to your original payment method.
If your initial order included a promotion, we will recalculate your order total. For example, if you take advantage of our Buy 4,Get 20% promotion and return 1 bag, you will lose the 20% discount and that fee will be deducted from your return refund. You will be notified with a breakdown once your return has been approved and processed. For refunds, please allow 8-10 business days for a refund to appear on your statement.
To initiate a return, please proceed with the following instructions:
- Sign into your account
- Select which order you would like to process a return
- Click on the “start return” button
- Select which bags you would like to return as well as the reason for your return
- Submit for approval
Once your return request is approved, you will receive an email within 1-2 business days with a prepaid return shipping label. Please note OTG|247 has the right to deny the request if the return request is for non-eligiable items or outside of the return window. Please contact talktous@otg247.com if you have any issues.
How can I exchange my bag?
How can I exchange my bag?
We accept orders for exchange from www.otg247.com within 14 days of the delivery date.
Items should be 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. Please note we deduct from your store credit a $10 flat-rate fee that includes return shipping, restocking and processing of the new order and original shipping costs will not be refunded.
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 with a breakdown once your exchange has been approved and processed.
We only accept exchanges for items purchased at www.otg247.com. Please note Bag Club subscription orders and personalized orders are final sale items and may not be exchanged.
What is Shipping Protection?
What is Shipping Protection?
Get peace of mind with OTG|247 Shipping Protection! In the event that your order is lost, stolen or damaged, we will handle the carrier claim and replace your order. Incorrect addresses entered during checkout are not covered by shipping protection. If you remove Shipping Protection from your cart, OTG|247 will not be liable for lost, stolen or damaged products.
How to submit a claim for lost or stolen packages:
1. Wait 3 business days after the package has been marked as delivered to ensure your order is in fact lost or stolen.
2. Email talktous@otg247.com with the following information.
- Order number
- Situation: lost or stolen
- Address to ensure the correct shipping address
3. We will be in touch to confirm all details. Upon confirmation we will submit a carrier claim on your behalf and ship you a replacement order.
Do you ship overseas?
Do you ship overseas?
We currently don't offer international shipping, but we hope to expand in the future.
Orders
Can I cancel my order?
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?
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 checked out without shipping insurance on 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 email us at talktous@otg247.com with information regarding your situation and your claim number and we will do what we can to help.
What size should I buy?
What size should I buy?
There's a lot of options, we understand. Please take our SIZE FINDER QUIZ to determine what sizes you need!
Personalization
What does the printed colors look like on the bag?
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?
Can I return my personalized bag?
We do not accept returns on personalized items. All personalized bags are final sale.
Can I upload my own design?
Can I upload my own design?
Yes, we can personalize made-to-order with your design for $20. Email us at talktous@otg247.com.
When will my personalized bag ship?
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
Can I exchange or return my Bag Club order?
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?
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?
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 to skip.
How do I set my preferences?
How do I set my preferences?
Although we cannot guarantee specific bags from the bag club, please send us your preferences below and we will do our best!
Product
How do you clean OTG|247 bags?
How do you clean OTG|247 bags?
Simply wipe it with a damp sponge and soap. You can actually rinse out the inside too! Watch our video here!
Can I add my logo to OTG|247 bags?
Can I add my logo to OTG|247 bags?
Yes, we can do a completely custom bag design or we can print made-tp-order on stock bags. Contact sales@otg247.com for more information.
Can the bags be embroidered?
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?
Do all prints come in every size bag?
No, certain prints come in certain sizes. Visit www.otg247.com for up-to-date information on the collections available.
Why don’t all of the bags have hooks to add straps?
Why don’t all of the bags have hooks to add straps?
While we initially designed the line with convertible straps in mind, we discovered through extensive testing that adding hardware to every bag significantly increases weight—especially since our bags are designed to nest inside one another. We also found that certain bag shapes work better without straps for both functionality and aesthetics. Instead, we've strategically included straps on select styles where they enhance the bag's versatility without compromising comfort or design.
Why don’t all bags have a gusset for more space and expansion?
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?
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.
