Shipping

  • Confirm order and Shipping status

An email confirmation will be sent to you once the order is shipped. The email will include information and instructions on how you can track the shipment of your order online. If you do not receive an order confirmation within 2-5 business days. Averagely, 72 hours (3 business days) of your order, please email us 

info@ottolulu.com

Remember it is normal if you can not track your order right after you receive it. Please allow 24-48 hours later for your tracking details to update.

  • Shipping Time

    Standard shipping typically takes 12-15 business days (excluding weekends). If your order is not delivered by the estimated delivery date, please contact our friendly customer service for assistance!

    Return&Refund

    • Return and Refund Policy

      If you’re dissatisfied for any reason, send it back within thirty (30) days of receiving  for your refund. All return items must be in their original condition and packaging. Please include a slip with your Order ID number, full name and reason for return inside the return package.

      If 30 days have gone by since your received the items, unfortunately Owl-products can’t offer you a refund or exchange. Owl-products also does not provide a refund for returned products that are damaged due to misuse, lack of care, mishandling, accident, abuse or other abnormal use.

      Any international or expedited shipping fees incurred on your original order will NOT be refunded. We recommend that you ship your returned products to us via a trackable shipment method. Customers outside the United States are responsible for paying customs fees, including, but not limited to, taxes, duties and brokerage. 

      All Sale & Promotional Items are final and are not eligible for Returns, Exchanges, and/or Warranties.

      Typically within 7-12 business days of receiving your returned product, Owl-products will credit the amount paid for the returned product (less any shipping costs/expenses related to the original purchase, which are non-refundable) to the payment method you used to make the original purchase. 

      If you haven’t received a refund yet, first check your bank or credit card account again. Then contact your credit card company, it may take some time before your refund is officially posted.

      • Cancellation

        You acknowledge and agree that goods produced by us for you are bespoke, custom-made goods and orders are processed quickly after they are received, we do not allow cancellations after 24 hours when an order is placed. 

        • Exchanges / Replacement

          Please contact our customer service with your Order ID number to initiate an exchange. Exchanges can only be made for items that are equal or lesser in value than the original purchase item.

          Please include a slip with your Order ID number, full name and clearly indicate the phone model, series and color of the exchange item. We will reship the order free of charge and email you once the exchange has been made.