FAQ
Orders & Production
How long until my order ships?
Each item is made just for you after you order. Production takes 2-7 business days, then shipping adds another 3-8 days. Most US orders arrive within 5-15 business days total.
Can I change or cancel my order?
Yes, but only within the first ~30 minutes before production starts. Once production kicks off, the item is being made for you specifically and can't be canceled (it's like stopping a train — pun intended). Email support@otrdesigns.com as fast as you can.
Why does my order take a little longer than typical online stores?
We don't pre-print and stockpile inventory. Each piece is made just for you when you order it. That means less waste, no clearance bins, and the ability to offer unique designs you won't see anywhere else — but it does add a few days to delivery.
Shipping
How much is shipping?
Free, always. We've baked the cost into product prices so the price you see is the price you pay.
Where do you ship?
All 50 U.S. states, Washington D.C., APO/FPO military addresses, Puerto Rico, the U.S. Virgin Islands, and Guam. International shipping is on the roadmap.
How do I track my order?
You'll get a tracking number by email once your order ships. Updates typically begin 24-48 hours later.
Products & Quality
What's the difference between 11oz and 15oz mugs?
Size only. The 11oz is the classic coffee mug size; the 15oz is a generous "big cup of coffee" size. Both are ceramic, dishwasher and microwave safe.
Will my apparel shrink?
Following the care instructions on the tag (cold wash, tumble dry low), shrinkage is minimal. Hot wash and high-heat drying are not recommended.
What if my item arrives damaged or defective?
We'll fix it. Email returns@otrdesigns.com within 30 days with photos. We'll remake or refund — your choice.
Returns
Can I return for a refund?
Yes — any item within 14 days of delivery for any reason. Return shipping is on you, and items must be unworn/unwashed. Start a return at our Returns Request form or email returns@otrdesigns.com. See our full Refund Policy.
I received this as a gift. Can I still return it?
Yes. Gift recipients get a 30-day return window from delivery (longer than the standard 14 days), and refunds come as store credit to keep the gift private from the giver. Email returns@otrdesigns.com with the giver's name or order number to start.
Can I exchange for a different size?
Not directly. Place a new order for the size you want and return the original under our 14-day policy.
Designs & Custom Work
Do you do custom designs?
Not at this time. We may add custom orders in the future.
Can I license one of your designs?
Reach out to info@otrdesigns.com and we'll talk.
Do you take design suggestions?
Always! Email info@otrdesigns.com with a description (please don't send copyrighted material).
Account & Privacy
Do I need an account to order?
No. Guest checkout is fully supported. Creating an account is optional and gives you order history.
How do you use my information?
Only to fulfill your order and send you order updates. See our Privacy Policy for details.
About OTR Designs
Who runs OTR Designs?
OTR Designs is proudly veteran-owned and operated 🇺🇸, headquartered in Brandon, South Dakota. Read more on our About page.