If something is wrong with an order, contact the team with the order number so we can help. Returns of research materials are authorized individually.
Last updated: September 20, 2026.
Otter Peps is operated by OP Industries. References to “we,” “us” and “our” mean OP Industries.
Cancel before dispatch
You may request cancellation before the order is dispatched for a full refund. Email [email protected] with your order number and “Cancellation” in the subject. Please contact us promptly; we cannot guarantee interception once a package has been handed to the carrier.
A shipping label may be created before dispatch. A tracking number by itself does not remove the ability to cancel an order that has not yet shipped.
Returns after dispatch
We do not accept change-of-mind returns after dispatch or returns of opened or used research materials. Returned materials cannot be restocked as saleable research stock because their chain of custody cannot be verified.
This restriction does not remove the remedies below for an incorrect, damaged or lost shipment, or any rights provided by applicable law. Do not mail a return without written instructions from our team.
Damaged items
Report broken, leaking or visibly damaged items to [email protected] within 48 hours of delivery. Include your order number and clear photos of the affected items and outer packaging. Keep the packaging while the claim is reviewed.
For confirmed transit damage, we will arrange a replacement at no additional cost. If a replacement is unavailable, we will discuss a refund. Do not return a damaged item unless we provide instructions.
Wrong or missing items
If the product, variant or quantity does not match the order, email [email protected] within seven days of delivery. Include the order number and a description or photos of the discrepancy.
For confirmed fulfillment errors, we will send the correct or missing item at no additional cost. If we need an incorrect item returned, we will provide instructions and a prepaid label. If we cannot supply the item, we will arrange a refund.
Lost shipments
Contact us if tracking indicates a loss or has not updated for more than ten business days after the most recent scan. We will investigate with the carrier. Once the carrier confirms a loss, you may choose a replacement shipment at no cost or a full refund.
If tracking says delivered but the shipment cannot be located, contact us promptly so we can investigate the delivery information with you and the carrier.
Refund method and timing
Approved refunds are processed within three business days of approval through the original payment method where supported. Your bank or payment provider may take additional time to post the funds. We will confirm the amount and method; we do not promise same-day bank settlement.
A pending ACH payment may need to finish processing before a refund can be completed. We will explain the status and coordinate the return of funds. Never send bank passwords or full card information to support.
Questions or payment disputes
We encourage you to contact us first so we can investigate an order problem directly. This does not limit your right to contact a payment provider, dispute a charge or use other remedies available under applicable law.
We may request reasonable evidence to investigate a claim. Suspected fraud will be reviewed based on the facts; making a legitimate complaint does not forfeit your rights.
Contact us
For questions about this policy, email [email protected].
Business mailing address: OP Industries, 3433 Hwy. 190, PMB 358, Mandeville, LA 70471-3101. Contact us before sending any return; this is not automatic return authorization.
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