If your order has been finalized online and you need to make a change, please call 877-471-5410 as soon as possible. We will make every effort possible to accommodate your request.

Orders are created on-demand and shipped within 24 hours. If your order has already been produced, we cannot make any changes, but you are able to return the item if it is not personalized.

If you click on a product and do not already see a price break by quantity you can contact Advanced-Online Customer Service for volume pricing discounts at 877-471-5410 or customerservice@advanced-online.com.

Business Hours: M - F, 7:30a - 5:30p Central Standard Time.

If an item is on backorder, you will receive a call with a new ship date from an Advanced-Online customer service representative the day your order is supposed to ship. Our customer service representative is there to help if the new ship date does not meet your timing needs.

Click on the "Order Status" button in the tool bar at the top of your store, type in your Order Number from your online confirmation and click "Submit".

If you do not know your Order Number, click on "Order History" and then click on the Order Number you wish to track or review.

If your order has shipped, you will have received an e-mail confirming shipment with a link for tracking that can be used to quickly track your package.

If you are not completely satisfied with your order, please cut out and use the label on your packing slip to return your package within 30 days provided. The items have not been used or washed.

Choose a return reason and include this slip with the item in your package by the shipper of your choice. Within 10 days of receipt of your return our staff will issue a credit for the products.

If an item is deemed non-returnable, we will contact you directly.

Please contact customer service before returning orders larger than $250.00.

If you have a defective product, please contact Customer Service for instructions at customerservice@advanced-online.com or 877-471-5410.

If you are returning a gift, you must return the gift with the order# or packing slip in order to return the package.
Mail it to: Advanced-Online Returns
750 Gateway Blvd
Coppell, TX 75019

We will also need your name, email and phone to contact you. If you need assistance, please contact customerservice@advanced-online.com or call 877-471-5410.

Please note:Personalized or customized items may not be returned unless they are found defective.
We do not offer exchanges. If you would like a different item, please place a new order directly on the web site and return the original product for a refund.
Freight will be credited to your account for defective products only.

We do not offer exchanges. If you would like a different item, please place a new order directly on the web site and return the original product for a refund.

Contact customer service 877-471-5410, customerservice@advanced-online.com with the item number you would like to order. We'll special order it if available or send you alternative apparel options in your size.

To receive a promo item you must enter a promo code before you check out/finalize your order.

If a promo is offered, you will see a box on the shopping cart page to enter the promo code in.

You must click the validate button for this item to appear in your shopping cart.

If the promo is an apparel item, you will be prompted to select a size.

Promo items are not automatically added to any orders, nor can they be shipped to you separately.

It's possible. Should you skip adding a promo to your purchase, you can contact customer service and ask it to be added to your order before it ships. We'll do our very best to accommodate your request. Orders ship in 24 hours so if your order is already boxed and on the shipping dock, we will not be able to add your promo item. When contacting us, we will require your order number and promo code.

Please note: promo items cannot be shipped to you separately.

If you would like to order something that is not presently available, you can request a quote for your special item or contact Customer Service at customerservice@advanced-online.com or 877-471-5410 to place your order.

All transactions are processed securely using 128-bit encryption. Credit cards are processed via a secure socket (https) also using 128-bit encryption.

Advanced-Online is the vendor that produces, stores and ships product orders. All of our merchandise is shipped from Coppell, TX.

It depends on the shipping method you selected at checkout. You will see the ship date in your shopping cart page and select the shipping method according to your needs.
 

• USPS Ground (3-8 business days)
• UPS Next Day Air (Next business day overnight delivery available as early as 8:00 A.M. to most major cities in the U.S. or by 9:30 A.M. to most other cities)
• UPS 2nd Day Air (Delivery by 10:30 A.M. or 12:00 P.M. of the second business day to most commercial destinations in the U.S.)
• UPS 3 Day Select (Day-definite option for less time-sensitive shipments. Available for packages within the contiguous 48 United States.)
• UPS Ground Shipping (Day-definite delivery in one to five days.)

When your order is shipped you’ll receive an email confirmation with a link to track your order.

Please allow more time for shipping to Alaska, Hawaii and International addresses. Should your order ship International, please allow time for customs clearance. Advanced-Online does not pay duties and taxes. Shipments to military APO / FPO addresses and U.S. territories and protectorates should arrive in 4 – 6 weeks. Weather related shipping delays are not within the control of Advanced-Online.

If you need your order shipped faster, contact customer service at 877-471-5410 or customerservice@advanced-online.com and we’ll try to help!

Shipping costs are comprised of 6 parts. Merchandise total, weight of the package, dimensions of the package, insurance, in case of loss or damage, packaging and the destination of the package.

Yes, we ship to P.O. Boxes. However, some items have ship restrictions and will require a physical ship to address. This includes items that are too large and/or too heavy to ship small parcel ship. These items have to be shipped with an alternative freight carrier such as UPS. In these cases P.O. Boxes are not an option because we cannot offer US Mail shipping, only UPS Ground Shipping.

We accept Visa, MasterCard, American Express, and Discover.

Advanced-Online charges a credit card after your order has shipped. However, you will see a pending transaction or authorization when you place your order. The transaction will reserve the funds until your order has shipped then your credit card will be charged.

A credit card could be declined for various reasons including but not limited to: invalid credit card number, incorrect credit card bill to address and zip code, incorrect expiration date or insufficient available balance. Please retry entering your information or contact your bank for specific reasons. We do not accept Prepaid credit cards.

When you place an order online your credit card company will create an authorization/pending transaction. If you have tried multiple times to place an order, an authorization/pending transaction will be created each time. Pending transactions are not charges. It simply means your bank has placed a temporary hold on your funds for the attempted transaction. The pending transaction will drop off when your order has shipped and your credit card is charged or when your bank releases the hold, generally 3-5 business days after your credit card is rejected or order is not completed.

Please note Advanced-Online cannot release a pending charge; only your financial institution can remove the hold. Please call your financial institution directly with questions related to pending charges.

Sales taxes are collected and remitted to the appropriate state agencies based upon the shipment/delivery address of your order.
If you have any questions or concerns regarding the calculation of sales tax on your transaction, please reach out to our customer service team.

Please send an email to customerservice@advanced-online.com specifying the error message you received, what device (Computer, Tablet or Mobile Phone) (version), what browser (Internet Explorer, Chrome, Safari, Mozilla, Fire Fox) (version), what Operating System you are using, and at what point in your shopping experience you received the message.

Email us at customerservice@advanced-online.com or call 877-471-5410. Hours of operation are 7:30 am to 5:30 pm CST Monday through Friday.

If you would like to speak to an Advanced-Online representative, please contact Advanced-Online Customer Service at 877-471-5410 or customerservice@advanced-online.com.

Advanced-Online is the vendor that hosts the California State University Monterey Bay store online and produces, stores and ships all ShopOtterAthletics.merchOrders.com store product orders. ShopOtterAthletics.merchOrders.com works in conjunction with Advanced-Online to determine what items should be available through the ShopOtterAthletics.merchOrders.com Site. Advanced-Online provides hundreds of online stores for many different types of organizations including corporations, colleges, sports teams, Greek organizations, large clubs, and non-profits.