Shipping policy

Shipping Policy

This Shipping Policy explains where we ship, how long delivery may take, and what to expect after placing an order with OTO. Please review the information below before completing your purchase.

1) Shipping Destinations

We currently ship to the 48 contiguous United States only.

  • We do not ship to Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands, American Samoa, Northern Mariana Islands, APO/FPO/DPO addresses, or other U.S. territories.
  • We do not ship internationally at this time.

Orders placed with a restricted or unsupported shipping address may be canceled and refunded.

2) Free Shipping

We offer free standard shipping on all eligible orders delivered within the 48 contiguous United States.

Any available shipping options will be shown at checkout before payment is completed.

3) Order Processing Time

Orders are typically processed within 1–2 business days, excluding weekends and U.S. public holidays. During peak seasons, product launches, or promotional periods, processing may take slightly longer.

  • You will receive an order confirmation email after your order is placed.
  • Once your order ships, you will receive a shipping confirmation email with tracking information.

4) Estimated Delivery Time

Standard delivery usually takes 3–7 business days after the order has shipped, depending on your location and carrier service availability.

  • Delivery times are estimates and are not guaranteed.
  • Remote or hard-to-reach locations may require additional delivery time.
  • Weather, carrier delays, peak season volume, or other events outside our control may affect delivery times.

5) Tracking Your Order

Tracking is provided for all shipped orders. Once your order ships, you will receive a tracking link by email.

If your tracking information has not updated for several business days, please contact us at support@otoergo.com and we will assist you.

6) Delivery Requirements

  • Please make sure your shipping address is accurate and complete, including apartment, suite, unit, or building numbers where applicable.
  • Please ensure someone is available to receive the package and move it indoors after delivery.
  • For apartments, condos, or multi-unit buildings, carriers may deliver to the lobby, mailroom, front desk, or building entrance.
  • For large packages, the carrier may require a signature upon delivery.
  • We are not responsible for delays, failed delivery, or lost packages caused by incorrect or incomplete shipping information provided by the customer.

7) Address Changes & Order Changes

If you need to update your shipping address or make changes to your order, please contact us as soon as possible at support@otoergo.com.

We can only make changes before the order has shipped. Once an order has shipped, we may not be able to reroute or modify the shipment. Any carrier reroute fees, if applicable, may be the customer’s responsibility.

8) Lost or Missing Packages

If your package is marked as “delivered” but you cannot locate it, please first check with household members, neighbors, building management, the front desk, mailroom, or any other common delivery area.

If you still cannot find the package, please contact us at support@otoergo.com and we will help you review the situation with the carrier.

9) Damaged Packages or Shipping Damage

If your order arrives damaged, please contact us within 48 hours of delivery so we can assist you as quickly as possible.

  • Keep the original packaging, including the outer box and protective materials.
  • Provide clear photos of the outer box, shipping label, packaging materials, and damaged item.
  • Depending on the situation, we may offer replacement parts, a replacement item, or another appropriate solution.

10) Undeliverable or Refused Packages

If a package is returned to us because of an incorrect address, failed delivery attempts, refusal by the recipient, or failure to pick up the package, we will contact you to confirm the next steps.

  • Additional shipping fees may apply if the order needs to be reshipped.
  • If you choose to cancel the order after it has been returned, return shipping costs or carrier fees may be deducted from the refund where applicable.

11) Contact Us

If you have any questions about shipping, delivery, or tracking, please contact our support team:

Last updated: May 10, 2026