FAQ

FAQ

Please check here for commonly asked questions. If your question is not answered, feel free to contact hello@otterlykind.com with your questions.

 

Cloth Face Mask Safety

Attention! Our cloth face masks are intended to be used as an accessory. The product is not medical grade. The product is not intended to act as a medical device or other medical product, and should not be used as a replacement for conventional and approved personal protective equipment, including surgical masks or respirators.

CDC suggests wearing face cloth coverings in public settings where other social distancing measures are difficult to maintain. This additional safety measure helps protect others in case you have coronavirus, but don't show any symptoms.

You should still follow other protective measures as well, and closely follow the latest recommendations from public health officials and CDC to make an informed decision about the use of these masks. 

Orders

I'm having trouble placing an order?

We are sorry to hear this. Please use our live chat or email us at hello@otterlykind.com and we'll resolve your issue for you.

Can I order over the phone?

Currently we do not accept payments over the phone.

Can I change my order after it is placed?

We cannot make any edits to your order after it is placed. Please contact us to cancel your order before the items are shipped.

 

Payments

What payment options do you accept?

We accept all major credit cards as well as PayPal.

What currency do you charge in?

Otterly Kind currently only allows check outs in U.S. Dollars

 

Shipping & Delivery

Where do you ship?:

We ship our products to all of America, Canada, Mexico, Asia, Europe, Australia, and New Zealand.

Do you provide tracking numbers?

All United States and European shipments will come with tracking orders. However, the other continents and countries will depend on the courier.

 

Return & Exchanges

How do I return an order?

As a customer, you can return your products for a full refund within 7 days. Please include all original packaging. For safety reasons, we cannot accept returns for face masks.

Have you received my return?

Once we've received your return, we'll send a return confirmation email.

I've received the wrong products?

This should never happen. And in the rare cases when it does, please contact us and we'll ship you the correct order free of charge.