Otter Wax ships all domestic and international orders via the USPS. Most orders are shipped out from our facility within 2 business days from the time of the order. Otter Wax will not be held liable for any loss, damage, cost or expense related to any delay in shipment or delivery. If you receive a damaged or incorrect shipment, please contact us as soon as possible to reslolve the issue. For damages/defect, we will require photo documentation to process claims.
All orders shipping to an address in the United States with a total of $50 or more receive free shipping. Unfortunately, we are unable to offer free shipping for international orders and Otter Wax is not responsible for customs fees, taxes, or duties incurred from imported goods.
To calculate shipping rates, please visit our shop and place all items you plan to purchase in your cart. Click the cart icon in the upper right of your screen to visit the cart page, where you can use the shipping calculator to calculate current rates.
Most orders are shipped out from our facility within 1-2 business days from the time of the order. Once an order has left our facility, it usually takes between 3-7 days for Standard Mail and 1-3 days via Priority Mail for an order to be delivered to an address within the continental United States.
To calculate shipping times to your area for Priority Mail Shipments (1-3 Days), follow the link below and input zip code 97213.
The transit time for international shipments varies based on the point of export and the destination country or region. Allow for international deliveries to take between 9-24 days. Customs and import duties are applied once the shipment reaches its destination. These charges are the responsibility of the recipient of your order and will vary from country to country. Contact your local customs office for details. Otter Wax is not able to influence local delivery practices. The arrival times shown for International shipping indicate the amount of time it will take for your order to reach your recipient's local post office. The time it takes to get your order from the local post office to your recipient's address can vary widely from country to country. Delivery may be delayed by customs/import duties and local postal requirements.
All orders are generally fulfilled and shipped within 2 business days from the time of order. Customers have the option to select "Priority Mail" during checkout for an additional charge, which will upgrade the shipping method from Standard (3-7 days) to Priority (1-3 days).
The customer assumes responsibility for any additional charges on rejected packages. Otter Wax is not responsible for customs fees incurred from imported goods. Any shipping charges incurred due to exchange or returns for store credit are the responsibility of the customer.
We work hard to keep our shipping rates reasonable while still getting your items to you in the most efficient and reliable way possible, and we appreciate your understanding.
*International packages shipped using USPS cannot be tracked once they reach international customs, therefore Otter Wax will not be held responsible for any lost or stolen packages.
When we ship your order, we will send you a confirmation email with a tracking number. Please note that changes of address will not show up in the confirmation. Tracking numbers will take up to 24 hours to populate in the USPS computer system, so if the link is not yet active when you receive our email, please allow 24-48 hours for the system to update.
*International packages shipped using USPS cannot be tracked once they reach international customs, therefore Otter Wax will not be held responsible for any delay in shipping times. All delivery times are estimates, and may be either longer or shorter than indicated.
CHANGES TO SHIPPING ADDRESS
If you need to change your order or your shipping information, please email us immediately at email@example.com so we can update your order. You can also contact us using live chat between the hours of 9-5 PST Monday to Friday excluding major holidays.
We may or may not be able to make the change, depending on how quickly you get in touch with us, but we will do our best. Please note, our system does not display updated shipping information in shipping-confirmation emails.
The USPS reuses tracking numbers. Within the first 24 hours or so after you receive your shipping confirmation, you may see that your item has already been delivered. Don’t worry, this is just outdated information from the last time that number was used. Your correct information should display after 24-48 hours. Feel free to contact us at firstname.lastname@example.org if the issue doesn’t resolve after 36 hours or more.
ORDER CANCELLATION POLICY
This is very unlikely to happen to you, but we do occasionally cancel orders due to suspicion of fraud. If we do cancel your order, we will contact you immediately with an explanation.
RETURN POLICY & INSTRUCTIONS
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note that personal care products from our apothecary line cannot be returned.
Please note that gift cards cannot be returned or refunded.
To complete your return, we require a receipt or proof of purchase. Please include the original packing slip you received with your order or a print out of your purchase confirmation email.
There are certain situations where only partial refunds are granted if applicable:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
- Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
- We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to:
Otter Wax Exchanges
7815 NE Glisan St.
Portland, OR 97213.
HOW TO MAKE A RETURN
- To return your product, carefully package your item to avoid damage and send it back to us at:
Otter Wax Returns
7815 NE Glisan St.
Portland, OR 97213
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If your order was placed after the customer has received 'Free Shipping', then $5 will be deducted from your approved refund in order to cover our original shipping costs.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.