FAQ

FREQUENTLY ASKED QUESTIONS

  • Why isn't there any pottery/when will be the next pottery drop?

All our pottery is handmade in small quantities so it takes time to produce individual pieces so we generally release small batches of them in drops from time to time, to find out when our next pottery drop will be please check out our blog posts or check out our social media pages as we will be announcing upcoming drops there as well.

  • Can I contact artists at Otter & Odder for commissions or business inquiries?

Yes or course! Please fill out our contact form or reach out to us on social media!

  • Will I ever find you at conventions or events?

Yes! we plan on attending as many events as we can in the future, for more information please check our blog or social media pages for announcements about which events we will be vending at.

  • Is tracking information provided?

Tracking is provided when orders are sent out unless shipping via letter mail which will not have tracking. Please check your spam folder if you haven't seen tracking or any shipping notifications.

  • How do I make changes to an order I’ve already placed?

Please contact us as soon as possible at support@otterandodder.com or through our contact form. We cannot guarantee changes to orders and cannot make changes to orders that have already been sent for shipping.

  • How do I cancel an order?

We can cancel your order as long as your package has not already been sent out for delivery. Please email us about the cancellation at support@otterandodder.com or through our contact form.

  • Where are you located?

Otter & Odder is located in Vancouver BC.

  • What is the return policy?

All items on the website are considered final sale and will not be eligible for returns or exchanges. We are sorry for the inconvenience.

  • I had to pay duties on my international order?

if you are ordering internationally, your country may ask you to pay a customs fee, the price of which may vary. It is actually illegal for us to charge you this sum, and as a result of that legality, we are not even made aware of how much the customs bill (if one is issued) will amount to. The price we charge you on the “shipping” portion of your bill in our shop checkout (along with handling and materials used for packaging) covers the price the shipping service you chose at checkout charges us to have the package sent on an international destination route and ultimately arrive in the country written in the delivery address. It still must pass through customs in the aforementioned country in order to get to you. It is your obligation to pay this bill in order to receive your package. Please be advised: if there is a failure to pay any customs bill appointed to you, we will have no choice but to label the package involved as discarded.

  • My order arrived damaged, what can i do?

If you receive a product that has been damaged on its way to you then please email us at support@otterandodder.com or fill out our contact form. The solutions here are entirely situational and we will do our best to find a compromise. Please send us photographs and communicate with us, we will assist you as best we can.

  • My package has been stolen, can you provide me a refund or send me another one?

In the unusual event that a package is stolen from its delivery location in some way, we are unable to accommodate re-sending or refunds. We are powerless to help prevent such occasions, and usually so is the postal/shipping service. If you have reason to believe a theft of your personal property has occurred, we are obligated to advise that you report it to your local law enforcement or use other community resources to help track stolen property down. Also, be very sure to check with the post office or shipping service as to whether or not they have more information first. We are only a small business, and cannot hold ourselves responsible for the actions of thieves, whether that be in depleting our stock by sending another package or issuing a refund.

  • If you have any other question not answered above, please email us at support@otterandodder.com or fill out our contact form.