Frequently Asked Questions | OTG247

What is the shipping policy?

Please wait 1-2 business days for your order to process. For personalized bags, please wait 5-7 business days to process as these are made-to-order. Please note processing times for personalized orders can take longer when purchased around a holiday.Our shipping methods include:

Standard Shipping through USPS Priority Mail. USPS quotes, but does not guarantee, 2-8 business days for residential shipping.
Priority Shipping through FedEx 2 Day. Orders will arrive in 2-3 business days by end of day.
Expedited Shipping through FedEx Overnight. FedEx quotes, but does not guarantee, the next day in the evening for residential domestic shipping. Expedited Shipping is only eligible for orders placed before 1 pm MST Mon-Friday. For personalized orders, please add 5-7 business days to process as these are made-to-order.

Please note both carriers quote longer shipping times for residential deliveries in Alaska and Hawaii.We currently don't offer international shipping, but we hope to expand in the future.

How do I return my bag?

Return window. You have 14 days from the day your order is delivered to start a return or exchange by emailing talktous@otg247.com. We count from the delivery date on the carrier's tracking.

After the window. Returns started more than 14 days after delivery are eligible for store credit instead of a refund or exchange. Store credit never expires.

Condition. Items should be returned in new, sellable condition: unused, in original packaging, with all tags attached. We may not accept merchandise that isn't received in this condition.

Final sale. Personalized bags, Bag Club items, and any item marked Final Sale on its product page are final sale and may not be returned for a refund, an exchange, or store credit. The exception is damage, a defect, or a mistake on our part (see below). International orders are also final sale and cannot be returned or exchanged.

How to start a return. Email talktous@otg247.com with your order number and we'll send you a prepaid return label. We charge a flat-rate return fee of $10, which covers return shipping and restocking and is deducted from your refund, or from your store credit if the return is outside the window. We'll let you know once your return has been approved and processed. Refunds go back to your original payment method; please allow one or two billing cycles for it to appear on your statement.

Exchanges. Exchanges have a flat $5 fee, which includes a prepaid return label for your original item. Email talktous@otg247.com to start an exchange and we'll send you a link to pay the fee, then your label. Your replacement ships at the regular shipping rate. The $10 return fee applies to returns, not exchanges.

As a small business, these fees cover return shipping and handling so we can keep our prices where they are.

Sales and promotions. You're refunded the price you paid, after any discount. If a return takes an order below the minimum for a deal (such as Buy 4, Buy More Save More, or a dollar-off minimum), the discount is recalculated on the items you keep. Free gifts with purchase have no cash value: if you return the order, return the gift with it or its retail value is deducted from your refund. Free Mystery Bags cannot be exchanged. Discount codes are not reissued after a return, and original shipping charges are not refunded unless the return is due to our error. Gift cards are final sale.

Defective, damaged when it left us, or our mistake. If your item is defective, was damaged when it left us, or if we sent the wrong item or made an error (including on a personalized bag), email talktous@otg247.com within 7 days of delivery with your order number and a photo or video. We'll replace it and cover the shipping, with no return fee.

Damaged in transit. If you added Shipping Protection at checkout, email us within 7 days of delivery with your order number and a photo or video, and we'll file the claim and replace your order. If you removed Shipping Protection, OTG|247 is not liable for lost, stolen or damaged shipments; you'll need to file a claim with the carrier.

Sold-out exchanges. If the item you want to exchange for is sold out, you can pick another item or take store credit, and we'll waive the exchange fee.

Stockist purchases. If you bought your product at a Stockist Retail Store, you must return or exchange it directly with the Stockist. We do not offer refunds or exchanges on product not purchased online at www.otg247.com.

How can I exchange my bag?

Exchanges. Exchanges have a flat $5 fee, which includes a prepaid return label for your original item. Email talktous@otg247.com to start an exchange within 14 days of delivery and we'll send you a link to pay the fee, then your label. Your replacement ships at the regular shipping rate. The $10 return fee applies to returns, not exchanges.

Sold-out exchanges. If the item you want to exchange for is sold out, you can pick another item or take store credit, and we'll waive the exchange fee.

Personalized bags and Bag Club items are final sale and may not be exchanged. International orders are final sale. If you purchased your product at a Stockist Retail Store, you must exchange it directly with the Stockist.

Can I cancel my order?

We completely get it, we change our minds too! Please email talktous@otg247.com with your order number as the subject line.

If the item has already been fulfilled we can not cancel your order. You may always return or exchange the items.

What is Shipping Protection?

Get peace of mind with OTG|247 Shipping Protection! In the event that your order is lost, stolen or damaged, we will handle the carrier claim and replace your order. Incorrect addresses entered during checkout are not covered by shipping protection. If you remove Shipping Protection from your cart, OTG|247 will not be liable for lost, stolen or damaged products.

How to submit a claim for lost or stolen packages:

1. Wait 3 business days after the package has been marked as delivered to ensure your order is in fact lost or stolen.

2. Email talktous@otg247.com with the following information.
- Order number
- Situation: lost or stolen
- Address to ensure the correct shipping address

3. We will be in touch to confirm all details. Upon confirmation we will submit a carrier claim on your behalf and ship you a replacement order.

My order never arrived, was lost or stolen. What do I do?

If you added shipping insurance to your order, we can replace your order. Please email talktous@otg247.com with your order number and we will be in contact as soon as possible.

If you checked out without shipping insurance on your order, OTG|247 is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier (USPS, UPS or FedEx). Once your claim has been filed, please email us at talktous@otg247.com with information regarding your situation and your claim number and we will do what we can to help.

Do you ship overseas?

We currently don't offer international shipping, but we hope to expand in the future.

How do I find a design I saw on Instagram or in an email?

When you click "Personalize It", you will see several of our current design options to choose from. We are always having fun with new monograms and designs, so we add and update them often, which means not every design lives on the site at the same time. If you spotted something you love on Instagram, in an email, or anywhere else, simply take a screenshot and email it to talktous@otg247.com. Our team will happily help you track it down and make it yours. We do so many fun things that it is hard to list them all, so never hesitate to reach out.

Is there a fee for personalization?

Yes. Standard personalization, such as initials and monograms, is $12.50 per item. Custom designs that are $20 per item, since there is additional work to prepare the art files so they print beautifully. Every personalization is crafted in house to make your bag uniquely yours.

Can I upload my own design?

Yes. We would love to help bring your own design to life. Just email it to talktous@otg247.com and our team will take it from there. They will review your file to make sure everything looks great and will print beautifully, and they will walk you through the process to place your order. A $20 fee applies for custom uploaded designs, as there is extra work to prepare the art files for printing.

When will my item ship?

Personalization is done in house with care, so your order may take a little longer than a standard bag. Most personalized orders ship within 5 to 7 business days. If you need your bag by a specific date, email talktous@otg247.com and we will do our best to help.

Are personalized items returnable?

Because personalized pieces are made just for you, they are final sale and cannot be returned or exchanged. If anything is not right with your order, please reach out to talktous@otg247.com and our team will make it right.

What do the printed colors look like on a bag?

Printed colors can look slightly different on a bag than they do on a screen. To help you choose with confidence, take a look at our brand colors printed on OTG's solid bags while you design your bag online.

What if I want to order a lot of personalized bags for an event?

For larger personalized orders, our team is here to make it easy. Reach out to sales@otg247.com and we will help with design, quantities, and timing for your event.

Can I exchange or return my Bag Club order?

All Bag Club sales are final. No exchanges or refunds. Please view Bag Club policy here.

How do I cancel my Bag Club subscription?

You can do so by logging into your account, and click on "Manage Subscription". Then scroll down to "Cancel Subscription". Cancellation is not available prior to 3 billing cycles.

Can I skip a Bag Club order?

Yes, please contact us at bagclub@otg247.com with your skip request.

Can I modify my Bag Club preferences?

Yes! You may update your preferences any time in the Bag Club Preferences form.

What size should I buy?

There's a lot of options, we understand. Please take our SIZE FINDER QUIZ to determine what sizes you need!

How do you clean OTG|247 bags?

Simply wipe it with a damp sponge and soap. You can actually rinse out the inside too! Watch our video here!

Can I add my logo to OTG|247 bags?

Yes, we can do a completely custom bag design or we can print made-tp-order on stock bags. Contact sales@otg247.com for more information.

Can the bags be embroidered?

Yes, we have several Stockists that offer in-house personalization through embroidery. However, OTG|247 is not responsible for related damages of the bags after embroidery as it ruins the integrity of the material.

Do all prints come in every size bag?

No, certain prints come in certain sizes.

Why don’t all of the bags have hooks to add straps?

While we initially designed the line with convertible straps in mind, we discovered through extensive testing that adding hardware to every bag significantly increases weight—especially since our bags are designed to nest inside one another. We also found that certain bag shapes work better without straps for both functionality and aesthetics. Instead, we've strategically included straps on select styles where they enhance the bag's versatility without compromising comfort or design.

Why don’t all bags have a gusset for more space and expansion?

Currently, the #7 FOODIE and #9 TECHIE have gussets since they have an extra layer of padding/insulation...the other sizes don’t need a gusset since they don’t have the extra layer and they expand as needed.

Do OTG|247 bags come with a warranty?

We stand behind the quality of our products. If your item is defective or was damaged when it left us, email talktous@otg247.com within 7 days of delivery with your order number and a photo or video. We'll replace it and cover the shipping, with no return fee. Normal wear and tear is not covered.

Will you support my non-profit organization?

Giving back is important to OTG|247, it is part of our corporate philosophy. Please send donation requests to talktous@otg247.com for consideration.

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