Shipping & Returns

Thank you for shopping with Otis Mercantile. Each order is prepared in small quantities and packed with care.

Shipping

Orders are typically processed within 3 to 5 business days, excluding weekends and holidays. Once your order has shipped, you will receive a confirmation email with tracking information.

We offer:

• $10 flat-rate standard shipping on orders under $75

• Free standard shipping on orders of $75 or more

The free shipping threshold is based on the merchandise subtotal after discounts and before applicable taxes.

Please make sure your shipping address is complete and correct before placing your order. Otis Mercantile is not responsible for packages shipped to an incorrect address provided at checkout.

Once an order has been transferred to the shipping carrier, delivery timing may be affected by carrier delays, weather, holidays, or other circumstances outside our control. If your package appears delayed or missing, please contact the carrier using your tracking information. You may also contact us at hello@otismercantile.com, and we will do our best to assist.

Returns

Due to the small-batch nature of our products, all sales are final.

We do not accept returns or exchanges for candles, room and linen sprays, matches, home goods, accessories, or other items unless the item arrives damaged, defective, or incorrect.

Damages and Order Issues

Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us within 5 days of delivery at hello@otismercantile.com so we can evaluate the issue and make it right.

Please include:

• Your order number

• A brief description of the issue

• Clear photographs of the damaged or incorrect item

• Photographs of the shipping box and interior packaging

Please retain the item and all original packaging while your claim is being reviewed.

If your claim is approved, we may offer a replacement, store credit, or refund depending on the circumstances and available inventory.

Cancellations

Orders cannot be canceled once they have been processed or shipped.

If you need to request a cancellation, contact us as soon as possible at hello@otismercantile.com. We will do our best to accommodate your request, but cancellations are not guaranteed.

Final Sale Items

All sale items, limited-release items, gift cards, personalized products, and promotional items are final sale and cannot be returned or exchanged.

European Union Orders

Customers purchasing goods shipped into the European Union may have certain cancellation or return rights under applicable consumer-protection laws. Where legally required, those rights will apply notwithstanding the final-sale policy above.

Returned items must be unused, undamaged, and in their original packaging. Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Refunds

If a refund is approved, it will be issued to the original payment method. Please allow up to 10 business days after approval for the refund to be processed.

Your bank or credit-card provider may require additional time to post the refund to your account.

Questions

For shipping, delivery, or order questions, contact us at:

hello@otismercantile.com