Return & Refund

1. Custom Branded Merchandise

At Otrify, every swag item is uniquely made and custom-branded specifically for your company. Because these items are produced to order with your unique logo or artwork, we do not accept returns, exchanges, or offer refunds for buyer’s remorse, ordering the wrong size, or incorrect color selection. Please review all sizing charts and digital mockups carefully before placing your order.

2. Defective or Damaged Items

We hold our production facilities to the highest quality standards. If you receive an item that is misprinted, damaged, or defective, we will gladly offer a free replacement. Claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received.

3. Lost in Transit

For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date. If the tracking information states an order was delivered but you have not received it, please contact the shipping carrier directly as we are not liable for stolen packages after confirmed delivery.

4. How to Submit a Claim

If you experience a quality issue, please contact our support team immediately at our Contact Page. You must include clear photos showing the defect or issue, along with your order number. We will investigate the issue with our production team and issue a replacement order at no additional cost to you.

5. Returned to Sender / Wrong Address

If you or your recipient provide an address that is considered insufficient by the courier, the shipment will be returned to our fulfillment facility. You will be liable for reshipment costs once we have confirmed an updated address with you.