Help & Questions

Frequently Asked Questions

How long does shipping take?

Because OTM Apparel products are made-to-order, please allow:

2–7 business days for production
Typically 3–7 business days for contiguous U.S. shipping after production

Shipping times for Alaska, Hawaii, U.S. territories, and international destinations may vary based on destination, carrier, and customs processing.

Do you offer free shipping?

Free standard shipping is available on eligible orders shipped to addresses in the contiguous United States (the 48 adjoining states and Washington, D.C.). Eligible orders will display a $0 standard shipping option at checkout.

Shipping charges may apply to some products or fulfillment methods. Rates for Alaska, Hawaii, U.S. territories, and international destinations are shown at checkout where applicable.

Are taxes included in the price?

Applicable sales taxes are calculated at checkout and paid by the customer. They are separate from the product price and any shipping charge.

How do I choose the right size?

Check the specific product’s measurements and fit information before ordering. Fit varies by item. If you cannot find a size chart or are between sizes, contact us before purchasing with the product name and your usual size so we can help confirm the supplier’s sizing.

Made-to-order items cannot be returned or exchanged for choosing the wrong size. Please review our return policy.

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, misprinted, 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

After review, an approved claim may qualify for a replacement item, store credit, or 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 or production 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 eligible military members, veterans, first responders, 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 in the carrier’s system.

My package says “Delivered” but I didn’t receive it. What should I do?

If a package is marked delivered but you cannot locate it, we recommend checking with neighbors, verifying the shipping address used at checkout, and contacting the carrier for delivery details.

OTM Apparel is not responsible for packages that the carrier confirms as delivered, but we will do our best to help if you need additional information for a carrier claim.

Do you ship internationally?

Yes, international shipping is available in select countries. International customers are responsible for any customs fees, import taxes, duties, or other charges imposed by their country.