Shipping & Returns Policy
SHIPPING POLICY
When your order ships. Shipping speed is counted from the day your order leaves our Colorado warehouse, not the day you place it. Orders may take 1–3 business days to process (Monday–Friday, excluding holidays), and personalized bags ship within 5–7 business days. Processing time comes first with every shipping method, including Expedited: a faster method shortens the trip, not the time it takes to prepare your order. Orders with several items ship together once the last item is ready. Processing can run longer around holidays.
Shipping methods and rates
Standard Shipping, $9.95. USPS Ground Advantage. 3–6 business days after processing; most orders arrive in 3–4.
Priority Shipping, $19.95. USPS Priority Mail. 2–3 business days after processing. USPS provides estimated delivery dates but does not guarantee them.
Expedited Shipping, $49.95. FedEx 2Day. Delivered 2 business days after your order ships. Orders placed by 1 PM MT Monday–Friday may ship the same day; later orders and weekend orders ship the next business day. Personalized items ship after their production time, then travel 2 business days. Available to street addresses in the contiguous United States only (no PO boxes, APO/FPO, Alaska or Hawaii).
Where we ship. We ship within the United States. Alaska and Hawaii ship USPS only and carriers quote longer transit times. We don't currently offer international checkout; for an international order, email talktous@otg247.com and we'll quote shipping for you.
Tracking. You'll receive a tracking number by email when your order ships. Transit times are the carrier's estimates from the day your order leaves our warehouse, not from the day you order.
Shipping protection. Shipping Protection is offered at checkout and covers packages lost, stolen or damaged in transit. If you remove it from your cart, OTG|247 is not liable for lost, stolen or damaged shipments; you'll need to file a claim with the carrier (USPS or FedEx), then contact us at talktous@otg247.com with your claim number and we'll help from there.
Double-check your address. We ship to the address exactly as you enter it at checkout, and we can't redirect a package once it's on its way. If a package comes back to us because the address was incomplete or incorrect, we'll reach out to confirm the right one and reship it. The second shipping charge is the customer's responsibility. One quick look at your address before you hit Pay saves everyone the trouble.
Bag Club. Members receive one bag per month, shipped free by USPS Ground Advantage within 3–5 business days of selecting a bag from the monthly collection or choosing the Mystery Bag option. If no selection is made by the 21st of the month, a Mystery Bag ships automatically by month end.
RETURN/EXCHANGE POLICY
Return window. You have 14 days from the day your order is delivered to start a return or exchange by emailing talktous@otg247.com. We count from the delivery date on the carrier's tracking.
After the window. Returns started more than 14 days after delivery are eligible for store credit instead of a refund or exchange. Store credit never expires.
Condition. Items should be returned in new, sellable condition: unused, in original packaging, with all tags attached. We may not accept merchandise that isn't received in this condition.
Final sale. Personalized bags, Bag Club items, and any item marked Final Sale on its product page are final sale and may not be returned for a refund, an exchange, or store credit. The exception is damage, a defect, or a mistake on our part (see below). International orders are also final sale and cannot be returned or exchanged.
How to start a return. Email talktous@otg247.com with your order number and we'll send you a prepaid return label. We charge a flat-rate return fee of $10, which covers return shipping and restocking and is deducted from your refund, or from your store credit if the return is outside the window. We'll let you know once your return has been approved and processed. Refunds go back to your original payment method; please allow one or two billing cycles for it to appear on your statement.
Exchanges. Exchanges have a flat $5 fee, which includes a prepaid return label for your original item. Email talktous@otg247.com to start an exchange and we'll send you a link to pay the fee, then your label. Your replacement ships at the regular shipping rate. The $10 return fee applies to returns, not exchanges.
As a small business, these fees cover return shipping and handling so we can keep our prices where they are.
Sales and promotions. You're refunded the price you paid, after any discount. If a return takes an order below the minimum for a deal (such as Buy 4, Buy More Save More, or a dollar-off minimum), the discount is recalculated on the items you keep. Free gifts with purchase have no cash value: if you return the order, return the gift with it or its retail value is deducted from your refund. Free Mystery Bags cannot be exchanged. Discount codes are not reissued after a return, and original shipping charges are not refunded unless the return is due to our error. Gift cards are final sale.
Defective, damaged when it left us, or our mistake. If your item is defective, was damaged when it left us, or if we sent the wrong item or made an error (including on a personalized bag), email talktous@otg247.com within 7 days of delivery with your order number and a photo or video. We'll replace it and cover the shipping, with no return fee.
Damaged in transit. If you added Shipping Protection at checkout, email us within 7 days of delivery with your order number and a photo or video, and we'll file the claim and replace your order. If you removed Shipping Protection, OTG|247 is not liable for lost, stolen or damaged shipments; you'll need to file a claim with the carrier.
Sold-out exchanges. If the item you want to exchange for is sold out, you can pick another item or take store credit, and we'll waive the exchange fee.
Stockist purchases. If you bought your product at a Stockist Retail Store, you must return or exchange it directly with the Stockist. We do not offer refunds or exchanges on product not purchased online at www.otg247.com.