Shipping and Delivery
Where do you ship to
We currently have no shipping restrictions or limitations, if you are unsure you can contact us directly at contact@otraeyewear.com
How long will my order take to arrive
Shipping Table
How long will my order take to arrive?
| Country | Carrier | Standard | Express |
|---|---|---|---|
| Mainland United States | FedEx | N/A | 2 business days |
| Australia | AusPost | 2–6 business days | 1–3 business days |
| New Zealand | AusPost | 8–12 business days | 4–8 business days |
| Rest of World | FedEx (Express) USPS (Standard) |
10–30 business days | 2–5 business days |
Please note: The above transit times for delivery are estimates only. For international parcels, the shipping carrier may hand over to local carrier in your country to complete the final delivery.
US Armed Forces - We are only able to ship via USPS to Armed Forces addresses.
PO Boxes - FedEx is unable to deliver to PO Boxes. Please note if you ship to a PO Box, we will need to ship your order with USPS even if you have opted for FedEx.
Orders are normally dispatched within 1-2 business days (excludes weekends & Public Holidays). Please note this may take longer during sales periods or new collection launches.
Orders to Australia & New Zealand are shipped from our Australian Warehouse based in Melbourne. Orders to the USA & the Rest of the World are shipped from our US Warehouse based in California.
Please note that the customer is responsible for any import duties or local taxes.
IMPORTANT: Otra is not liable if anything happens to your parcel. We offer Route Package Protection at checkout. Route offers instant coverage on your order should there be any issues in transit or in the case of porch pirates.
Tracking
Please keep an eye on your tracking as some items are being delivered to the local collection center, or redirected to your local collection centre, if no-one is at your address to accept your delivery.
Otra is not responsible for the reshipping costs if your order is returned to us. If your order is returned to us, the customer will be responsible for paying the reshipping fee. Australian & New Zealand customers:
There will also be a $10 processing fee for all RTS (return to sender parcels), this is in addition to any reshipping fees should you wish to reship your parcel.
Route Package Protection
We offer Route Package Protection at checkout to give you peace of mind against lost, stolen, or damaged packages.
When selected, Route ensures:
Instant coverage on your order
Fast resolution with just a few taps — no long forms
Replacements or refunds handled directly through Route’s support team
If something happens to your order in transit, Route has you covered.
For claims and support, simply visit claims.route.com and follow the prompts.
Order Help
Can I return my order that I bought in store
As each of our retailer partners have different returns policies, if you have purchased our product in store at a retailer, you will have to go back to the retailer in order to exchange or return.
Can I change or cancel my order
We start working on your order as soon as we get it, so we are unable to make any changes or modifications to an order after it has been placed.
What if I receive a damaged item
Please contact our customer care department immediately with your order number and photos of your issue at contact@otraeyewear.com
Our Returns Policy
Not, quite right? Please reach out to our team to request a return within 7 days of receiving your order. Once you've spoken to our team, please return your unworn frames in their original condition with swing tag and original packaging within 7 days for a Store Credit. Please also note that we cannot accept glasses back that have makeup or lens smudges visible. We do not offer refunds and we don't cover return postage.
Note: Items marked as FINAL SALE are final sale and not eligible for return unless deemed faulty.
For defective items, please see the “Warranty” section below for the return process. The warranty does not cover normal wear and tear, scratched or broken lenses, lost screws, snapped temples or hinges, fading or nose piece and frame deterioration. Please do not leave your sunglasses in your car or exposed to high heat as this may reshape or weaken your sunglasses.
Warranty Claims
If your product arrives with a defect, you have 7 days to notify us.
We cover 3 month warranty for your purchase, but does not include the following: the warranty does not cover normal wear and tear, scratched or broken lenses, lost screws, snapped temples or hinges, fading or nose piece and frame deterioration.
Please send a photo of the defect & your order number to: contact@otraeyewear.com
If you have purchased your Otra sunglasses from a retailer, you will need to contact the retailer where you purchased from.
Warranty
If your product arrives with a defect, you have 7 days to notify us.
We cover 3 month warranty for your purchase, but does not include the following: the warranty does not cover normal wear and tear, scratched or broken lenses, lost screws, snapped temples or hinges, fading or nose piece and frame deterioration.
Please send a photo of the defect & your order number to: contact@otraeyewear.com
If you have purchased your Otra sunglasses from a retailer, you will need to contact the retailer where you purchased from.
Customer Care
Customer Service Hours
Monday-Friday 8 AM – 4 PM. EST Australia, Please allow up to 2 business days for a response.
Can you assist customers who don’t speak English
Our team is happy to assist in English and will always do our best to support non-English speakers with clarity and care. Please feel free to write to us — no need to worry about perfect English.
Payment Options
What payment methods do you accept
We accept Visa, Mastercard, American Express, PayPal and Afterpay (US only).