What is preorder.

Preorders mean that you pay for something in advance, it goes into production, and THEN ships to you afterwards.

Preorder item(s) will be specified and announced on our page at least 1 week before they are available on our website. (For collabs, they will also be announced on collaborators page).

Estimated production time/shipping date will be provided, but delays can always happen.

Any preorder updates will always be posted on our feed, IG story, or saved in highlights.

 

There is a hoodie I want that is not available.

While the previous hoodie designs may not be available, it doesn't mean they are discontinued permanently. Keep an eye out for future updates and announcements regarding any potential reopening for preorders.

 

Why was I charged twice? I want a refund.

Please check if your charge is under "pending transaction/authorization". If in that case, the transaction did not go through and it shows under "pending" depending on the bank you are using. We cannot "refund" as we did not receive a payment. Please contact your bank/PayPal if you are worried, but it normally disappears in few days. 

If you cancel a transaction while it’s in pending stage, your order may not go through. 

 

My order was cancelled.

If you received a cancellation email for your order, it may be due to stock not being available, or your order placed has been detected as high chance of fraud by Shopify. 

Due to an increase in fraudulent orders, we will cancel any orders that are flagged as high chance of fraud to avoid chargebacks on our shop. 

If your order got cancelled and you want to place the order again, please contact us so we can confirm you still want the order made. 

 

There is an issue with my order I received.

Please reach out to us at info@otalabo.ca. We're happy to help.

 

My tracking says "delivered" but I haven't received it.

Although uncommon, sometimes your package may be delivered to a similar neighbouring address, or get lost in the mail. We've noticed that when this happens, the package usually finds its way back to the correct address after some business days. 

All updates and delivery status will be provided in your tracking link.

If you don't receive your package by the estimated delivery date (in your tracking), please contact us, and the shipping carrier no later than 2 weeks of delivery date.

Unfortunately if 4 weeks have passed without contacting us, we will be unable to file any claims for lost packages.

Please email us at info@otalabo.ca if you need assistance with your order.

Kindly remember to include your full name, order number and concern in your email. Thank you!

 

I wish to return/ exchange my hoodie.

Returns and exchanges are accepted within 30 days of delivery date for any unused and unwashed items ( for preorder hoodies only- not extras).

Items are to be mailed back in original packaging. Please include the bag that has the washing instructions for hoodies.

Unless an item was received damaged, customers will be responsible for all shipping costs/ additional fees associated with sending the package back.

Tracking link should be shared with us when the package is mailed out.

If the above conditions are not met, a refund or exchange will not be given.

If you would like to start a return/ exchange, please send an email to info@otalabo.ca and we’ll get back to you within 2-3 business days.

 

Terms and Conditions

1. We are not responsible for delayed, lost, or stolen packages. Any additional shipping fees, customs/duties or costs are to be paid by the customer. 

2. Prices are subject to increase at any time. 

3. All prices on our website are listed in USD. 

 

- Updated on Nov 12, 2023 -