Shop FAQ

Ordering

What forms of payment do you accept?
We use PayPal to securely process all orders placed on seaotters.com. Don’t worry, you don’t need a PayPal account to place your order.  You also have the option to use Visa, Mastercard, American Express, or Discover during checkout.

Is my personal information safe?
Yes, PayPal securely processes your order using industry standard SSL encryption.

What is PayPal
PayPal is a fast and secure online payment method that lets you pay using your PayPal account or a major credit card. Simply follow the easy steps during checkout. For more information, visit paypal.com.

How do I know if my order was placed successfully?
After your order is submitted you will be directed to an order confirmation page. If you’ve reached this page, you can be assured your order did go through and will be processed. You will also receive an order confirmation email shortly after your order is submitted.

Can I cancel an order once it has been placed?
In an effort to get our shipments to our customers as quickly as possible, your order cannot be cancelled or modified once it is placed. Please refer to our return/exchange instructions on how to return your order once you receive it.

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Returns

What is your exchange/return policy?

Returns/Exchanges are easy. Guidelines:

  • A Return Merchandise Authorization (RMA) is required for all returns.
  • Returns can only be requested within 30 days of the product shipment date.
  • Merchandise must be in perfect and unused condition and in its original packaging.  A copy of the RMA email we issue to you must be included in the box.
  • In the case of a refund request, shipping and handling costs will not be refunded and a merchandise restocking fee may apply.


How do I return and/or exchange an item?
Follow these easy steps for returns and exchanges:

Step 1
Fill out and submit a Return/Exchange Form.  You will receive an email with your Return Merchandise Authorization (RMA) in 1-2 business days.

Step 2
Pack all merchandise in the original package along with a copy of your RMA email.

Step 3
Ship your item to the address provided to you in your RMA email.  Please be sure to ship the package with a carrier that can provide tracking and insurance. Wharton Media is not liable for any packages lost in transit.

 

How long does the process take?
We do our best to process returns and exchanges within 7-10 business days.  Please keep in mind that we get backlogged during peak seasons, holidays and promotions, so it may take longer during those times.

Do I have to pay to ship merchandise back to you?
Customers are responsible for shipping all exchange/return merchandise back to our warehouse. We do not offer return-shipping labels, however, for an exchange we will pay for the shipping costs to send you the new item.

Which method of shipping should I use to send my exchange/return back?
You can choose any method you like (USPS, UPS, FedEx, etc.) We highly advise securing a tracking number for your return, as we will not be liable for any return packages lost in transit.

How do I know my exchange/return has been processed?
Please allow up to 10 business days for processing from the time you return your item(s) to us. For exchanges, you will get an email confirmation once the new item is on its way out to you.

What if I was shipped the wrong item(s)?
We apologize for any shipping mistakes, please contact us and we will be happy to correct it as quick as possible.

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Shipping & Processing


What shipping carrier does seaotters.com use?
Your order will ship via USPS Priority Mail or USPS First Class Mail depending upon the total weight of your package.

Do you ship internationally?
No, we only ship to addresses in the United States.

How long does it take for my order to ship once I place my order?
Please allow 1-2 business days for processing orders for in-stock items. You will receive a shipping confirmation email once your order ships. This email will arrive 1-2 business days after you receive your initial order confirmation email.  All seaotters.com orders are shipped from our warehouse in Aptos, California.

How much does shipping and processing cost?

$0 – $25.00 = $6

$25.01 – $50.00 = $8

$50.01 – $100.00 = $11

$100.01 – $150.00 = $15

$150.01 and up = $21

About seaotters.com

Seaotters.com is dedicated to raising awareness about California's threatened sea otters and the role research plays in the species recovery and conservation. It's a collaboration of the Monterey Bay Aquarium, U.C. Santa Cruz, U.C. Davis, U.S. Geological Survey, U.S. Fish & Wildlife Service, California Department of Fish and Wildlife, among others. Seaotters.com is also home of the world's first HD live stream of southern sea otters in the wild.