Refund policy
Shipping Policy
SHIPPING AND DELIVERY
We are not liable for shipping and delivery delays. All delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by shipping carriers, customs processing, or events outside our control. Once we transfer products to the carrier, title and risk of loss passes to you.
Free shipping discounts are valid for U.S shipping addresses only.
Return & Exchange Policy
We want you to love your Otters gear. If you're not completely satisfied, we offer a 30-day return window from the date your order is delivered.
Eligibility for Returns
- Items must be unworn, unused, and in their original condition
- All original tags must be attached
- Return requests must be made within 30 days of delivery
Return shipping costs are the responsibility of the customer.
To initiate an online return, please contact Darcie at darcie@ottershockey.com.
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, reach out to us right away so we can make it right.
Non-Returnable Items
Some items are final sale and cannot be returned, including:
- Customized products (e.g., personalized jerseys or player t-shirts)
- Items marked as non-returnable, such as discounted or clearance items
If you’re unsure about your item’s eligibility, contact us for clarification before sending it back.
Exchanges
Need a different size or style? The quickest way is to return your original item and place a new order. Once we receive your return, we’ll process your exchange promptly.
Refunds
Once your return is received and inspected, we’ll notify you of the approval status. Approved refunds will be issued to your original payment method. Please note that it may take several business days for your bank or credit card provider to process and post the refund.