To apply for a refund or exchange, contact customer service for an RMA number. Carefully repackage the item and include a copy of your packing slip in the box along with a note as to why you are returning it. Refunds will only be issued for new, uninstalled and resalable merchandise, returned to us in the original packaging within 30 days of receipt. In the event that you are dissatisfied with your purchase return shipping costs are free. *applies to continental US only*

Receipt of damaged goods must be reported to us immediately. If the item is damaged in shipping you should refuse to accept delivery. Some delivery services will permit you to inspect the item before refusing to accept it. Refused items are returned to us by the delivery service. We make every effort to carefully pack our shipments to make sure they get to you undamaged but no system is perfect and things can happen in transit. Custom ordered, printed and custom sized items will not be accepted for return.

Once we receive a returned item it is inspected for conformity to our policy. Credits are issued within 24 hours of receiving your return, to the original payment method or credit card only. Credit card adjustments may take up to 7 days to appear on your online credit card system due to banking delays.

Returns are to be shipped to the address on the packing slip.
Return Address:
> OTM RETURNS
1513 W Whispering Wind
Phoenix, AZ 85085

Our server knows the shipping weight and size of all items and contacts the UPS server during your checkout procedure. It retrieves our shipping cost and charges you that same amount. It is important to note that since certain items are extremely light but large, the shipping cost may seem odd. This is because part of the calculation UPS and FedEx use incorporates the physical size of the shipping box. Basically, if you fill a semi truck with 6 large helium balloons OR with 20 pallets of bricks, the truck has no more room for additional items and is full. Size does matter in the shipping business.

Orders delivered outside the USA “may” have import duties or fees which we do not charge you for at the time of your purchase. Those fees vary based upon the country, item and item cost and are collected by the delivery service upon delivery to your location.

The total time it will take to receive your order is dependent upon your shipping zip code and method selection. Below is a graphic which is based upon ground shipments. Days counted are business days and do not include weekends and UPS holidays.