SHIPPING & RETURNS
Shipping Policy
At OTB Pets, we want your order to arrive quickly, safely, and exactly as expected. Here's everything you need to know about how we ship.
Processing Time All orders are processed within 1–2 business days (Monday through Friday, excluding major holidays). Orders placed on weekends or holidays will begin processing the next business day.
Shipping Times Once processed, standard shipping typically takes:
- United States: 7–14 business days
Please note that shipping times are estimates and can vary due to carrier delays, weather, or high-volume periods such as holidays.
Tracking Your Order As soon as your order ships, you'll receive an email with a tracking number. Use this to monitor your package in real time. If you don't receive a tracking email within 3 business days of your order, please check your spam folder or contact us.
Shipping Costs Shipping costs are calculated at checkout based on your location and order size. We occasionally offer free shipping promotions — sign up for our newsletter to be the first to know.
Lost or Damaged Packages If your package arrives damaged, or if it shows as delivered but hasn't arrived, please contact us within 7 days of the expected delivery date. We'll work with the carrier to resolve the issue and make sure you receive what you ordered.
Returns & Refund Policy
Your satisfaction — and your pet's — is our priority. If something isn't right, we're here to make it right.
Return Window We accept returns within 15 days of the delivery date.
Eligibility To be eligible for a return, items must be:
- Unused and in original condition
- In original packaging with all included accessories
Items that show signs of use, damage caused by the customer, or are missing original packaging may not qualify for a full refund.
Defective or Damaged Items If your item arrived damaged or is defective, we sincerely apologize. Please contact us immediately with a photo of the damage and your order number. In these cases, we will cover return shipping costs and issue a full refund or send a replacement — whichever you prefer.
How to Initiate a Return
- Email us at onlythebestservicesllc@gmail.com with your order number and reason for return
- Our team will respond within 3 business day with return instructions
- Ship the item back using the provided instructions
- Once received and inspected, your refund will be processed within 7–10 business days
Refunds Approved refunds are returned to your original payment method. Depending on your bank or card issuer, it may take an additional 3–5 business days to appear on your statement.
Exchanges At this time, we don't offer direct exchanges. If you'd like a different item, please return the original and place a new order.
Still Have Questions?
We're always happy to help. Reach out to our team through our email onlythebestservicesllc@gmail.com and we'll get back to you within 24 hours on business days.