Shipping & Returns

Shipping Times

Orders are typically processed and shipped within 1–3 business days. Estimated delivery times will be shown at checkout. Please note: delivery estimates are provided by the courier and are not guaranteed. If a shipment is delayed, we must first receive confirmation from the courier before exploring options for refunds or replacements. As delivery is handled by third-party couriers, delays are outside our control, and any resolution will depend on the courier’s investigation.

Shipping Costs

Shipping costs are automatically calculated at checkout based on your location and order details.

Customs and Duties

Canadian orders will not be charged customs or duties.

For U.S. and International orders and returns, the customer is responsible for any customs or duties that the package may be subject to. 

Order Cancellations

To maintain fast processing times, we are unable to make changes or cancel orders once they’ve been placed.

Shipment Tracking

Once your order has shipped, you’ll receive a confirmation email with tracking details so you can follow your shipment’s progress.

Preorders

When will my preorder ship?
The estimated shipping window for each preorder item is listed on its product page. While we strive to meet these timelines, please note that unexpected delays can occur.

Do I need to pay in full at checkout?
Yes. Full payment is required at the time of purchase to secure your preorder. This allows us to begin production and reserve your item.
This process also helps us reduce waste and avoid overproduction—thank you for supporting a more sustainable approach.

Can I cancel or modify my preorder?
Unfortunately, no. Because preorder items are made just for you, we’re unable to accept cancellations or modifications once the order is placed. Please double-check your details before completing your purchase.

Returns

We stand behind the quality of our products and want you to feel confident in your purchase. If you're not satisfied, we accept returns within 30 days of delivery, subject to the conditions below:

Return Eligibility

  • Item must be unused, unmodified, and returned in its original condition and packaging with all hardware and components included
  • Used or worn brushes are not eligible for return
  • Returns must be initiated within 30 days of the delivery date

Return Shipping

  • Return shipping and brokerage fee's are the responsibility of the customer
  • If the product is found to be defective due to a manufacturing issue, we will cover return shipping costs and offer a full refund or replacement

Non-Returnable Situations

  • Products returned with missing parts, signs of installation, or wear
  • Damage resulting from improper use, modification, or installation
  • Brushes showing signs of use (as these are wear-and-tear items)

We reserve the right to reject returns which do not meet our return policy.

Once your return is received and inspected, eligible refunds will be issued to the original payment method within 3–5 business days.

To initiate your return, please email us at info@otlstore.com