Returns Policy
At OTW Safety, we are committed to delivering high-quality products that meet your project’s needs. Due to the oversized and custom nature of many of our items, we offer a limited returns policy. Please review the details below to understand how returns are handled and what qualifies for a return or exchange.
Eligibility for Returns
We accept returns in the following cases:
- You received the wrong product due to an order processing error
- Your product was damaged during shipping and noted on your delivery receipt with the freight carrier
- The item arrived with a manufacturer defect
To request a return, you must contact our customer service team within 3 business days of delivery. You will be asked to provide your order number, a description of the issue, and supporting photos of the product.
Non-Returnable Items
The following items are not eligible for return:
- Products that have been installed or used
- Custom-printed or custom-colored barricades
- Products returned without prior approval
- Items damaged due to improper storage, handling, or installation
- Clearance or final sale items
Return Authorization Required
All returns must be pre-approved by OTW Safety. Unauthorized returns will not be accepted. Once your return is approved, we will provide instructions for packaging and return shipping. In some cases, restocking fees may apply.
Return Shipping Costs
Customers are responsible for all return shipping costs unless the return is due to an error on our part or a confirmed product defect. Products must be returned in new, unused condition and in original or equivalent packaging.
Freight-Specific Returns
Most of our products are shipped via freight. Please inspect all deliveries upon arrival. If damage is visible, note it on the delivery receipt and take clear photographs before the driver leaves. This is critical for processing freight damage claims.
How to Start a Return
To initiate a return or report a damaged item, please contact our support team:
Email: orders@otwsafety.com
Phone: 801-285-6461
We will guide you through the process and provide next steps based on your order.