Shipping policy
OTMF Luxe Shipping Policy
At OTMF Luxe, we work to ensure your order is carefully prepared and delivered as smoothly as possible. Please review the information below before placing your order.
Order Processing
In-stock orders are typically processed within 2–5 business days after payment is successfully received.
Business days are Monday through Friday and exclude weekends and holidays.
Processing time is separate from shipping/transit time. Once your order has been shipped, you will receive tracking information using the email address or phone number provided at checkout.
Shipping Rates
Shipping and handling charges are calculated and displayed at checkout based on your order, shipping method, and delivery destination.
Shipping charges are nonrefundable except when OTMF Luxe is responsible for an incorrect or defective shipment.
Estimated Delivery
Delivery times shown at checkout are estimates provided by the shipping carrier and begin after your order has been processed and shipped.
Carrier delays, weather, holidays, high-volume shipping periods, and other circumstances outside of OTMF Luxe’s control may affect delivery times.
Preorders & Presale Items
Products marked Preorder or Presale have different processing and fulfillment timelines than in-stock merchandise.
For applicable presale collections, please allow approximately 30–45 days after the presale closes for the merchandise to be received, processed, and prepared for shipment unless a different timeframe is listed on the product page.
Presale delivery dates are estimates and may be affected by manufacturing, customs, freight, or carrier delays.
If your order contains both in-stock and preorder merchandise, your items may be shipped together once all merchandise is available or may be shipped separately at OTMF Luxe’s discretion.
Tracking Your Order
Once your order ships, tracking information will be provided when available.
Please allow time for the shipping carrier to update tracking information after your shipping notification is received.
Incorrect Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address at checkout.
If you notice an error, contact OTMF Luxe as soon as possible. We cannot guarantee that an address can be changed once an order has entered processing or has been shipped.
Additional shipping charges resulting from an incorrect address, refused package, or package returned to sender may be the customer’s responsibility.
Lost, Delayed or Missing Packages
If your tracking information shows unusual delays or your package appears to be missing, please contact OTMF Luxe so we can assist with reviewing the shipment and, when appropriate, working with the shipping carrier.
A package marked delivered by the carrier does not automatically qualify for a refund or replacement. Each situation will be reviewed individually.
Damaged Packages
If your order arrives damaged, please contact OTMF Luxe promptly and provide:
- Your order number
- Photos of the merchandise
- Photos of the shipping package
- A description of the issue
Please keep all original packaging until your claim has been reviewed.
International Shipping
If international shipping is offered, customers are responsible for any applicable customs duties, import taxes, brokerage fees, or other charges imposed by the destination country unless otherwise stated at checkout.
Questions About Your Shipment
For questions regarding an OTMF Luxe order, please contact us using the contact information provided on our website and include your order number so we can assist you as quickly as possible.