Shipping & Return Policy for OTAT-WTX Shop

Thank you for supporting OTAT-WTX! Your purchase helps us rescue and care for dogs in need. We are committed to getting your items to you as quickly and efficiently as possible.

Shipping

Processing Time

All orders are processed within [X to Y] business days (excluding weekends and holidays) after receiving your order confirmation email.

You will receive another notification when your order has shipped.

Please note: Processing times may be longer during peak holiday periods. Any expected delays will be communicated via email.

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout.

  • Standard Shipping — [3 - 7] business days estimated delivery time; calculated at checkout

  • Expedited Shipping — [1 - 3] business days estimated delivery time; calculated at checkout

  • Local Pickup — Next business day; free

We use [Carrier name] for most shipments.

International

We currently only ship within the United States.

How Do I Check the Status of My Order?

  • When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status.

  • Please allow 48 hours for the tracking information to become available.

  • If you haven't received your order within [X] days of receiving your shipping confirmation email, please contact via the contact form with your name and order number, and we will look into it for you.

Shipping Damages and Lost Packages

  • Damages: If you received your order damaged, please contact us within [X] days of delivery via the contact form with your order number and a photograph of the item’s condition. We address damages on a case-by-case basis and will try our best to work towards a satisfactory solution.

  • Lost/Stolen Packages: OTAT-WTX is not responsible for packages marked as "Delivered" by the carrier that are subsequently lost or stolen. We recommend checking with neighbors or your local carrier office. If your package is lost in transit (tracking status is not updated for an extended period), please contact us, and we will file a claim with the carrier.

Incorrect Shipping Address

  • If you provide an incorrect shipping address and the package is returned to us, you will be responsible for the cost of re-shipping the item.

  • If you notice an error in your shipping address immediately after placing the order, please contact us right away via the contact form . We may be able to correct it before it ships.

Returns

We want you to be completely satisfied with your purchases made through the OTAT-WTX Shop.

If for any reason you are not happy with the items you received, we are here to help. Please review our return policy below for more details.

All returns must be initiated by our team. If it is not, we cannot identify it in our system, and the return will be discarded.

Eligibility for Returns

Items must be returned within 30 days of the delivery date.

Clothing items must be unworn, unwashed, and in their original condition.

Sale items or gift cards are not eligible for returns.

Return Process

Initiate a return via our contact form, and letting us know why you'd like to return your item.

We will provide the return address and instructions upon approval.

Store Credit & Refunds

Once we receive your return, we will inspect the item and notify you of its status.

You will receive an email confirmation once processed. Please allow two weeks for processing.

We provide store credit for all returns.

Exchanges

If we have the original item in stock or another you like, in the size that you want, please purchase the item so you don't miss out. If you get charged, we will issue a refund for the return (exchange). If you do not get charged or purchase a replacement we will process your return for store credit. Store credit never expires.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team within 7 days of receiving your order. We will be here to help within this timeframe.

Contact Us

If you have any questions about our return policy, please contact our customer service team via our contact form. We are here to assist you every weekday, excluding major US holidays. Please allow 5 business days for a response.