Services & Support

Help & F.A.Q.s

How do I contact Customer Service?

Simple! Just click over to our Contact Us page or call us at 855-99-OTTER

How much is shipping?

Orders of $35.00 and over are FREE! Orders under $35.00 are a flat rate of only $3.95. For details, click over to our Shipping Policy.

Do you ship to Alaska, Hawaii, Puerto Rico or outside the US?

No. At this time, we only ship within the contiguous US.

Do you ship to P.O. Box or APO/FPO addresses? 

No. At this time we do not ship to P.O. Box or APO/FPO addresses.

What is your return policy?

We will gladly accept returns within 30 days of the sale date and issue a full refund, minus shipping costs. For full details, click over to our Returns page.

Where is Otter, LLC located?

Otter, LLC is proudly based out of Jackson, Wyoming.

What is hemp and is it safe?

Hemp is a natural fiber product of the Cannabis Sativa plant which has been specifically bred to yield long fibers. It is grown without the use of herbicides, fungicides or pesticides. In addition, hemp by nature is anti-bacterial, anti-microbial & is resistant to mold & mildew. The hemp which we use to craft our rope bones has been tested by an independent laboratory and meets and/or exceeds CPSIA & ASTM F963-11 compliance. Testing results are available upon request.

Where are your Hemp Rope Bones crafted?

Otter's® Hemp Rope Bones are handcrafted in the USA.

Will my Hemp Rope Bone look exactly as pictured?

Since our Hemp Rope Bones are all crafted by hand, there may be some slight variations from one bone to another. This is the nature of hand cutting and tying.

My Hemp Rope Bone is shedding little fibers - is this normal?

Hemp is a natural fiber and shedding is 100% normal.

What does hemp smell like?

Hemp gives off a very similar smell to that of natural hay.

Do you work with shelters and other pet related non-profit organizations?

Yes! Please send us a message via our Contact Us form if you'd like to discuss how we can assist your non-profit organization or shelter. We are always looking for new partnerships and opportunities.

What is your privacy policy?

For full details, click over to view our Privacy Policy.

What is your mailing address?

Our mailing address is: 

Otter, LLC
PO Box 10820 
Jackson, Wyoming 83002