Lightweight Tote Bag (Pride Edition) with Statement Seam™

Refunds, Returns & Exchanges

Eccentric Otter is a small artisan business, and great care goes into making each product and preparing every order. If there’s a problem with your purchase, please let me know so I can work with you to find a fair solution. Change-of-mind returns and exchanges may also be available, as outlined below.

Local Delivery Returns

If your order was delivered locally, there is no return charge when I can pick it up during one of the regular local delivery windows.

For a change-of-mind return, please contact me within 7 calendar days of delivery. I’ll arrange to pick it up during an upcoming delivery window.

The other return conditions below still apply.

Change-of-Mind Returns

Changed your mind? For eligible products, please contact me within 7 calendar days of delivery. Please wait for return instructions before sending anything back.

To qualify, the product must be in a condition that allows it to be sold again: unused, unwashed, unaltered, and in its original condition. Once I approve the return, it must be shipped back—or ready for an arranged local pickup—within 14 calendar days.

If there is nothing wrong with the product and you’re returning it because you changed your mind:

• you are responsible for return-shipping costs, unless free local pickup applies;

• the original shipping charge is not refundable; and

• Eccentric Otter cannot take responsibility for an untracked return that is lost or damaged on its way back.

Eccentric Otter does not currently charge restocking fees.

Once I have received and checked the returned product, I’ll send the eligible refund to the original payment method. Your bank or payment provider may need some additional time to process it.

Products That Can’t Be Returned

Change-of-mind returns aren’t available for:

• most custom-made, commissioned, altered, or personalised products (some exceptions may apply);

• perishable or time-sensitive botanical products;

• gift cards (coming soon!);

• digital products or products delivered electronically;

• products clearly marked “Final Sale” before purchase; or

• products that have been used, washed, altered, or damaged after delivery.

A product isn’t automatically Final Sale simply because it is artisanal, handmade, limited-stock, or one-of-a-kind. If a particular product has a return restriction, I’ll clearly state it before you purchase the product.

A Note About Handmade Products

Eccentric Otter products are made in small quantities, so you may notice variations in fabric placement, stitching, colour, dimensions, wood grain, botanical materials, or other handmade details.

These differences help make each product individual. They aren’t normally considered defects when they match the product description and photographs. Beauty lies in the imperfections.

Damaged, Defective or Incorrect Orders

If your order arrives visibly damaged or contains the wrong product, please contact me within 7 calendar days of delivery. If you discover a defect that wasn’t apparent when the order arrived, please get in touch after you notice it. I’ll work with you to find an appropriate solution.

Photographs of the product and packaging can help me sort things out more quickly. Depending on what happened and what is available, I may offer a repair, replacement, store credit, or refund.

If a return is needed because of an Eccentric Otter error or a qualifying problem with the product, I’ll cover reasonable return costs—including return shipping or an arranged local pickup.

Please keep the product and its packaging until I provide further instructions. Canada Post or another carrier may need to inspect them when reviewing shipping damage.

Exchanges

An eligible, unused product may be exchanged if a suitable replacement is available in stock or can be made. Because Eccentric Otter works in small quantities, an exact replacement may not always be possible. If that happens, I can go through the available options with you.

For a change-of-mind exchange, you are responsible for returning the original product and for any cost of delivering or shipping the replacement. Free local return pickup may be available during the regular local delivery windows.

Order Cancellations

Need to cancel an order? Please get in touch as soon as possible.

I may be able to cancel the order and provide a full refund if it hasn’t shipped and I haven’t begun work on a custom, personalised, or commissioned product.

Once an order has shipped, the regular return conditions apply. Custom, personalised, and commissioned orders generally can’t be cancelled once I’ve purchased materials or begun work. I’ll explain any deposit or cancellation terms that apply to a particular product before confirming the order.

Your Consumer Rights

Nothing in this policy takes away any cancellation, refund, warranty, or other consumer right that can’t legally be excluded. If the law gives you greater protection than this policy, the law will apply.

To request a return, exchange, cancellation, or help with an order, please contact me with your name, order number, the product involved, and a short description of what happened.

Shipping within Canada

Eccentric Otter currently ships to Canadian addresses only. Orders are generally shipped through Canada Post.

Stationery-only orders

• $5 flat-rate shipping on orders under $50 (subtotal)

• Free shipping on orders of $50 (subtotal) or more

Stationery-only orders are generally sent without tracking. If you require tracking, please contact Eccentric Otter before placing your order, as an additional shipping charge may apply.

Orders containing non-Stationery products (including Textiles)

• $20 flat-rate shipping on orders under $125 (subtotal)

• Free shipping on orders of $125 (subtotal) or more

This rate applies to orders containing Textiles, Botanicals, certain Woodworked items, or other non-Stationery products. Tracking is included.

Exceptions and faster shipping

Certain oversized, Woodworked, custom-ordered, or commissioned pieces may not qualify for flat-rate or free shipping. Any exception will be identified in the product description and reflected at checkout.

Faster Canada Post services (including Xpresspost or Priority) or another shipping method may be available at an additional cost. Please contact Eccentric Otter before ordering to discuss the available options.