If the order does not arrive or you have had a problem, please contact us through this email contact@ochitheotter.com

In the case of Standard Shipments, the order has a high probability of being lost, since it does not have a tracking number, so both the customer and we do not know where the order may be. If the order has not arrived at its destination after the estimated delivery time has passed since shipment, we cannot be held responsible.

• Sometimes the order takes 1 week longer to arrive, so be patient, as we don't know where it is in the shipment.
• For Standard Shipments in case of loss, the only thing we can do is to resend the order with tracking number, but you will have to pay the shipping cost.

In the case of Shipments with Tracking Number, we will proceed to make a second shipment at no additional cost, if the order does not reach its destination after the first delivery attempt.