Customer Service

Free ground shipping on all orders within the United States, because everyone likes free. For international shipping, or more information about delivery options, check out our shipping page.

We want you to love every pair of OTBT in your closet. Don't love a pair? Returns are easy. Find out how on our return and exchange policy.

Looking for something else? Your feedback is huge! The more the better. Contact us and we'd be happy to help.

Is it safe to use my credit card on your site?
Yes. Our site is protected by SSL encryption technology, which ensures that your information is protected and not accessible by any outside sources.

What forms of payment do you accept?
We currently accept American Express, Discover, MasterCard and Visa.

What is the cost of shipping?
We offer free ground shipping for all orders within the U.S. Expedited and international orders are also available for an additional cost, and are calculated at checkout.

Do you ship to Military APO/FPO addresses or P.O. Boxes?
We currently do not ship to P.O. Boxes and APO/FPO addresses. Please use a valid mailing address to ensure your order is processed promptly.

Do you ship internationally?
We currently offer international shipping to around 225 countries via Please click here to see details.

Can I cancel an existing order?
Yes, an order can be canceled if it's not been shipped. To cancel an order, please email or call customer service.

What is your return policy?
You have 14 days from the date you receive your order to return your shoes for full credit. Only unworn merchandise in its original shoe box/packaging will be accepted.

Where should I send return shipments?
Please ship returns to the following address via UPS or FedEx: Returns
22290 Timberlake Rd.
Lynchburg, VA 24502

What is the status of my return?
Returns will be processed within 10 business days from the date we receive your package. Please allow 1-2 business days for the return credit to post to your account from the date your return is processed.

Can I exchange an item?
If you are dissatisfied with an item, please return the item and place a new online order for an alternate product.

Do you offer gift cards?
Yes! Share your love of OTBT through the gift of choice with an OTBT gift card, delivered by email with redemption instructions. Our gift cards have no additional processing fees. Enjoy the gift of giving OTBT! 

How do I contact customer service?
You can reach us by sending us an email here. You can also reach us via phone at 1 (434) 239-0392 Monday through Friday, 8:00 a.m. to 5:00 p.m EST. We celebrate summer with summer hours! Memorial Day through Labor Day, our office is closed on Fridays at 1:00 p.m. We will return your messages promptly when we return.