Shipping policy

At Otto & Ollie's Wag Market, every Mystery Wag is packed by hand just for you. We carefully curate each box, film many of our order-fill videos, and package every shipment with the same attention we'd give our own dogs.

Processing Time

Most orders are prepared and shipped within 3–5 business days after your order is placed.

If you've purchased a personalized order-fill video or during periods of unusually high order volume, holidays, promotions, or new product launches, processing may take a little longer. If we anticipate a significant delay, we'll let you know.

Processing time is separate from carrier transit time.

Shipping Methods

We currently ship using USPS and UPS, depending on your order's size, destination, and the most efficient shipping option available. The carrier for your shipment will be selected by Otto & Ollie's Wag Market unless a specific shipping option is offered at checkout.

Tracking Your Order

Once your order ships, you'll receive a shipping confirmation email with tracking information. Please allow up to 24–48 hours for tracking updates to appear after your shipping label has been created.

Shipping Delays

While we work hard to ship your order promptly, delivery times are estimates and cannot be guaranteed. Weather events, carrier delays, holidays, and other circumstances outside our control may occasionally delay delivery.

Lost or Missing Packages

If your tracking information shows that your package has been delivered but you cannot locate it, we recommend first checking around your property, with household members, neighbors, or your local carrier.

If your package appears to be lost in transit or has stopped moving for an extended period, please contact us. We'll gladly work with you and the shipping carrier to investigate the shipment and determine the most appropriate resolution.

Shipping Address Accuracy

Please carefully review your shipping address before placing your order.

Otto & Ollie's Wag Market is not responsible for delays or additional shipping costs resulting from incorrect or incomplete addresses provided at checkout.

Once an order has entered the shipping process, we may be unable to change the delivery address.

Returned Packages

If a package is returned to us because of an incorrect address, multiple unsuccessful delivery attempts, or because it was refused or left unclaimed, we'll contact you to arrange reshipment.

Additional shipping charges may apply before the package can be sent again.

Warm Weather Shipping

Some treats, chews, and specialty products may be affected by high temperatures during shipping. During periods of extreme heat, we may delay shipment briefly or adjust packaging to help protect temperature-sensitive items. While we make every reasonable effort to ensure products arrive in excellent condition, we cannot guarantee against heat-related changes that occur during transit.

Holiday Shipping

During major holidays and peak shopping seasons, both processing and carrier transit times may be longer than usual. We encourage customers ordering gifts or special occasion boxes to place orders early whenever possible.