Return and Refunds

Cancellations & Refunds: At Otarius, we pride ourselves on having the best return policies in the industry. 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, and it should be returned no later than 14 days after delivery. Return must be approved by our customer support team. You can reach out to support team at support@otarius.com or call us 1-845-202-0750

 

 Please note that 30% restocking fee will be applicable on all returns

 

Refunds (if applicable) 

Once your return is received and inspected, we will email you 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. 

 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted. 

If you sent a product back to us which was not approved for a return by our customer service won't be refunded. 

 

Next, contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this, and you still have not received your refund yet, please contact us at support@otarius.com

Note: Our team will inspect/verify the photo and video proof(s) before we issue out a replacement or refund. We reserve the right to refuse any replacement and refund if it does not meet the above criteria. 

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

 

Return must be approved by our customer support team. You can reach out to the support team at support@otarius.com and our customer service will provide an address to send your returns.




Cancellations (Before Order Ships)

 

If you need to cancel an order, please contact us as soon as possible before your order leaves the warehouse. Reach agents during business hours at 1-845-202-0750, the chat in the bottom right, or email support@otarius.com any time. 

 

Can I cancel my order(s)? Yes. Cancellations must be made within 12 hours of order placement. Email us within 12 hours and let us know the reason why you wish to cancel your order. Cancellation requests that are sent to us during 12-hour period, after order is made, customers will be charged 10% transaction fee.

We do not accept cancellation on orders outside the 12 hours window and/or because of the Standard Shipping reason. Please note that our Standard Shipping is posted in each product’s description, hence all customers should be aware of this before concluding an order.

All refunds will be processed within 24-48 hours before the fund reflects on the customer’s bank account.

Cancellations of Custom Orders

 

Custom, Wholesale, or made-to-order products cannot be canceled or refunded, as these products are put into production specifically for your order. 

These units, are custom-made to your specification or created once you order. Once you place your order, they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

 

All sales are final for Custom made and Made-to-order products.





Please Read the Following

 

When you are making a purchase from Otarius, you are acknowledging the following of the Exchange Agreement:

 

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Otarius within 24 hours of the product being delivered.
  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
  • I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.
  • I understand that if my order has left the warehouse, that I am unable to receive a full refund. 
  • I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 30%. 
  • I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Otarius.
  • I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of Otarius (such as manufacturing and logistical constraints of our partner companies).

 

Damages

 

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos of damage, videos, box and SKU, along with a brief description of the damage to support@otarius.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours. 

 

Warranty

 

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 14 days, that is not a warranty claim.

Chargebacks

 

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. Furthermore, we are immediately responsive, and will do all that we can to help you out and provide the best resolution.

 

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

 

Contact support@otarius.comfor any questions.

 

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.