Help & Questions
Help & Questions (FAQ)
Frequently Asked Questions
How long does shipping take?
Because all OTM Apparel products are made-to-order, please allow:
- 2–7 business days for production
- 3–7 business days for U.S. shipping after production
International shipping times may vary depending on location and customs processing.
Why don’t you accept returns?
OTM Apparel operates as a print-on-demand business. Every item is custom made specifically for each customer after an order is placed, which means we do not keep inventory or restock returned merchandise.
Because of this, we generally do not accept:
- Returns
- Exchanges
- Order cancellations after production begins
Please review sizing charts carefully before ordering.
What if my item arrives damaged or incorrect?
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery.
Please include:
- Your order number
- Clear photos of the item
- Photos of the packaging
- A brief description of the issue
Once reviewed, we may approve:
- A replacement item
- Store credit
- A full refund
Can I cancel or modify my order?
Orders move into production quickly after purchase. Because of this, cancellations or modifications may not be possible once processing begins.
If you need assistance, contact us as soon as possible after placing your order.
Do you offer military or first responder discounts?
Yes. OTM Apparel proudly partners with GovX to offer discounts to:
- Military members
- Veterans
- First responders
- Eligible spouses and dependents
Eligible customers can receive 10% off qualifying orders over $50.
How do I track my order?
Once your order ships, you will receive a tracking email with shipping details.
Please allow up to 48 hours for tracking updates to appear.
My package says “Delivered” but I didn’t receive it.
Once a package is marked delivered by the carrier, OTM Apparel is not responsible for lost or stolen packages.
We recommend:
- Checking with neighbors
- Contacting your local carrier
- Verifying the shipping address entered at checkout
Do you ship internationally?
Yes, international shipping is available in select countries.
Customers are responsible for any:
- Customs fees
- Import taxes
- Duties imposed by their country
How do I contact OTM Apparel?
For support, questions, or order concerns, contact us through OTM Apparel or email: