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.

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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.

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.

Simply wipe it with a damp sponge and soap. You can actually rinse out the inside too! Watch our video here!

We stand behind the quality of our products. If your item is defective or was damaged when it left us, 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. Normal wear and tear is not covered.