Shipping Policy

Last updated: July 24, 2026

Thank you for shopping with Otoor USA. This Shipping Policy explains our order processing times, available shipping methods, estimated delivery timeframes, tracking procedures, and how shipping-related concerns are handled.

Orders are generally processed and transferred to the shipping carrier within 1–4 business days. Carrier transit time is separate and begins after the package has been accepted by the shipping carrier.

Order Processing Time

Orders are generally processed and transferred to the shipping carrier within 1–4 business days. Processing time is the period between receiving your order and handing the package to the carrier.

Business days are Monday through Friday, excluding federal holidays and days when our fulfillment operations or shipping carriers are closed.

Orders placed on weekends or holidays begin processing on the next business day.

Processing may be affected by:

• Product availability
• Payment or billing verification
• Shipping-address verification
• High order volume
• Carrier restrictions or service interruptions
• Orders containing multiple products that require separate preparation

An order confirmation means that we received your order. It does not mean that the order has shipped.

You will receive a separate shipping confirmation when your package has been transferred to the carrier.

Unexpected Processing Delays

We make reasonable efforts to transfer every order to the shipping carrier within the stated 1–4 business day processing period.

If we determine that an order cannot be shipped within that period, we will notify you using the contact information provided with your order.

You will be given the choice to accept the revised shipping timeframe or cancel the affected unshipped item for a prompt refund to the original payment method.

If an item cannot be fulfilled, we may cancel and refund that item rather than continue delaying the order.

Product Availability

We make reasonable efforts to maintain accurate inventory information. However, product availability may change before an order is fully processed.

If an ordered item becomes unavailable, Otoor USA may contact you to offer one or more of the following options:

• An available replacement
• Removal of the unavailable item from the order
• A refund for the unavailable item
• Cancellation and refund of the affected order

We will not substitute an unavailable product without your approval.

Shipping Rates and Delivery Estimates

Available shipping methods, shipping charges, and estimated delivery timeframes are displayed at checkout based on factors such as:

• The delivery address
• The selected shipping service
• Package weight and dimensions
• The products included in the order
• Carrier availability
• Applicable transportation restrictions

Estimated delivery time generally consists of order processing time plus carrier transit time.

Carrier transit time begins after the package has been processed and accepted by the carrier.

For example, if processing requires two business days and the selected carrier service estimates three business days in transit, the estimated total delivery period would generally be five business days.

Delivery dates and timeframes are estimates and are not guaranteed unless a specific guaranteed service is expressly identified at checkout.

Delays may occur because of:

• Severe weather
• Federal holidays
• High carrier volume
• Transportation interruptions
• Incorrect or incomplete addresses
• Building or property access limitations
• Payment or security reviews
• Other circumstances outside our reasonable control

Shipping Carriers

Otoor USA may use different shipping carriers depending on the delivery destination, package characteristics, product restrictions, service availability, and the shipping method selected at checkout.

Otoor USA may use a different carrier when necessary, provided the replacement service has a substantially comparable estimated delivery timeframe.

If only a materially slower service is available, we will contact you before making the change when reasonably possible.

Perfume and Fragrance Shipping Restrictions

Some perfumes, fragrance products, aerosols, and alcohol-based products are regulated for transportation.

Available shipping services and destinations may depend on:

• The product’s ingredients and transportation classification
• The quantity included in the package
• The shipping destination
• The carrier’s transportation requirements
• Applicable federal, state, local, or international regulations

Because of these requirements, expedited, air, international, military, territorial, or P.O. box shipping may not be available for certain products.

If the selected shipping method or destination is unavailable for an ordered product, Otoor USA may:

• Use an eligible ground-shipping service
• Contact you for an alternative address
• Offer another available shipping option
• Remove and refund the restricted item
• Cancel and refund the affected order

We will contact you when a change materially affects the shipping cost or estimated delivery timeframe.

Order Tracking

When your order ships, we will send a shipping confirmation containing the available tracking information.

Tracking may not update immediately after a shipping label is created. The carrier must first receive and scan the package.

Customers are responsible for monitoring tracking updates and making reasonable arrangements to receive their shipments.

Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout, including any applicable:

• Apartment, suite, or unit number
• Building or company name
• Gate code or access information
• Correct city, state, and ZIP code

Please review your shipping address carefully before submitting your order.

Otoor USA is not responsible for avoidable delays, failed deliveries, address-correction charges, or carrier-return fees resulting from an incorrect or incomplete address provided by the customer.

Address Changes

Address-change requests must be submitted as soon as possible.

We cannot guarantee that an address can be changed after an order has entered processing, been packed, received a shipping label, or been transferred to the carrier.

For fraud-prevention and payment-security purposes, we may be unable to redirect an order to an address different from the address approved during checkout.

If a carrier permits an address correction or redirection, the customer may be responsible for any additional carrier fees.

Order Changes and Cancellations

Requests to change or cancel an order must be submitted before the order enters fulfillment.

We will make reasonable efforts to accommodate a request, but changes and cancellations are not guaranteed.

Once an order has been processed, packed, assigned a shipping label, or transferred to the carrier, it may no longer be changed or canceled.

Signature Confirmation

Otoor USA may require signature confirmation or another form of delivery confirmation for certain orders based on order value, destination, payment review, fraud risk, or carrier requirements.

When a signature is required, the customer is responsible for ensuring that an authorized person is available to accept the package.

Failure to accept a signature-required shipment may result in delivery delays or the package being returned to Otoor USA.

Delivered Packages

A shipment will generally be considered delivered when the carrier’s tracking records confirm delivery to the shipping address provided with the order.

Delivery may include placement at or delivery to:

• A front door, side door, or porch
• A mailbox or parcel locker
• A mailroom or reception desk
• A building manager or authorized recipient
• Another location used by the carrier at the delivery address

Customers are responsible for providing a reasonably safe and accessible delivery location.

If tracking shows that your package was delivered but you cannot locate it, please:

1. Check all possible delivery locations around the property.
2. Check your mailbox or parcel locker.
3. Ask household members, neighbors, building management, or front-desk personnel whether they accepted the package.
4. Contact the shipping carrier using the tracking number.
5. Contact Otoor USA promptly, preferably within three calendar days of the delivery scan.

A report submitted after three calendar days is not automatically approved or denied. However, prompt reporting helps preserve available carrier and delivery evidence.

We may assist with a carrier investigation. Opening an investigation does not automatically guarantee a refund or replacement.

Missing-delivery claims are reviewed individually using available:

• Tracking information
• Delivery photographs
• Carrier location information
• Signature records
• Customer communications
• Carrier investigation findings

Delayed or Lost Shipments

A package is not automatically considered lost because it arrives after the original estimated delivery date.

Carrier delays and missed tracking scans may occur while a shipment remains in transit.

If tracking has not updated for an extended period or the package has not arrived by the latest estimated delivery date, please contact Otoor USA.

We may ask you to:

• Confirm the shipping address
• Check possible delivery locations
• Contact the carrier
• Cooperate with a carrier investigation
• Provide any reasonably requested information

Otoor USA must be given a reasonable opportunity to investigate the shipment before a refund, replacement, or other resolution is determined.

If the carrier confirms that a package was lost before delivery, Otoor USA will review the order and provide an appropriate resolution under our policies and applicable law.

Damaged, Leaking, Incorrect, Defective, or Tampered Packages

Please inspect your package promptly after delivery.

Qualifying claims involving damaged, leaking, incorrect, defective, missing, or visibly tampered products or packages must be submitted no later than 14 calendar days after delivery.

Visible shipping and fulfillment problems should be reported within 48 hours of delivery whenever reasonably possible, including:

• Broken or visibly damaged bottles
• Leaking products
• Opened or visibly tampered packages
• Missing products
• Incorrect products
• Incorrect sizes, concentrations, or quantities
• Visible damage to the product or retail packaging

Prompt reporting helps Otoor USA document the condition of the shipment, review fulfillment records, and submit a timely carrier claim when applicable.

A report submitted after 48 hours but within the 14-calendar-day claim period is not automatically approved or denied.

Claims are reviewed based on:

• The timing of the report
• The condition of the product
• The condition of the shipping box and internal packaging
• Photographs, video, and other submitted evidence
• Order and fulfillment records
• Package and product weights
• Carrier information
• Whether the available evidence indicates that the issue existed at delivery

Submitting a claim within 14 days does not automatically guarantee a refund, replacement, or return authorization.

Damage caused after delivery is not covered. This includes damage resulting from dropping, breaking, mishandling, misuse, improper storage, alteration, attempted repair, or another post-delivery event.

Claims and available resolutions are subject to our Return and Refund Policy.

Evidence Required for Shipping Claims

When reporting a damaged, leaking, missing, incorrect, or tampered shipment, please provide:

• Your full name and order number
• A clear description of the issue
• The date the issue was discovered
• Photographs of the affected product
• Photographs of the shipping box
• Photographs of the internal packaging
• A clear photograph of the shipping label
• A photograph showing all items received when an item or quantity is missing
• A short video when reasonably requested to demonstrate leakage, a broken sprayer, or another functional issue

Please stop using the affected product after discovering the issue.

Do not discard or materially alter the affected product, retail packaging, shipping carton, internal packaging, or shipping label until the claim has been reviewed.

Reasonable inspection or limited use necessary to identify a possible defect will not by itself disqualify an otherwise valid claim.

Failure to provide reasonably requested evidence may prevent Otoor USA from verifying or approving the claim.

Refused, Unclaimed, and Undeliverable Packages

A package may be returned to Otoor USA if it is:

• Refused by the recipient
• Not claimed or retrieved
• Sent to an incorrect or incomplete address
• Unable to be delivered after the carrier’s delivery attempts
• Returned because required access or signature was unavailable

Returned packages must be received and inspected before any refund or reshipment is approved.

To the extent permitted by law, original shipping charges, address-correction fees, and actual carrier-return charges may be deducted from an eligible refund when the return was caused by:

• An incorrect or incomplete customer-provided address
• Refusal of delivery
• Failure to accept delivery
• Failure to provide required access or a signature
• Failure to retrieve the package

These deductions will not apply when the return results from:

• An error by Otoor USA
• Confirmed transit damage
• An incorrect product shipped by Otoor USA
• Another circumstance for which the customer was not responsible

If reshipment is approved, the customer may be required to pay the new shipping cost and any applicable carrier fees before the package is sent again.

Split Shipments

Orders containing multiple products may be shipped in more than one package.

Separate packages may have different tracking numbers and may arrive on different dates.

You will not be charged an additional shipping fee solely because Otoor USA chooses to divide an order into multiple shipments, unless you request a separate or upgraded shipping service.

Order Verification and Fraud Prevention

To protect our customers and Otoor USA, certain orders may require additional verification before shipment.

We may request confirmation of:

• Billing information
• Shipping information
• Identity
• Authorization to use the selected payment method

Otoor USA reserves the right to delay, place on hold, or cancel and refund an order when required information cannot be verified or when the transaction presents a reasonable risk of unauthorized payment, fraud, or delivery loss.

Customer Responsibilities

By placing an order with Otoor USA, the customer agrees to:

• Provide complete and accurate billing and shipping information
• Review the order details before submitting payment
• Monitor tracking and delivery updates
• Provide a reasonably secure and accessible delivery location
• Report shipping issues within the timeframes stated in this policy
• Preserve products and packaging related to a claim
• Provide reasonably requested photographs and documentation
• Allow Otoor USA a reasonable opportunity to investigate with the carrier

Contact Otoor USA

For questions or concerns regarding an order or shipment, please contact us through our Contact Us page or email us at:

support@otoorusa.com

Please include your full name, order number, shipping address, tracking number, and a clear explanation of the issue.

Related Policies

Returns, refunds, replacements, approved return shipping, and claim resolutions are also governed by our Return and Refund Policy.

If any provision of this Shipping Policy conflicts with a customer right that cannot legally be limited or waived, applicable law will control.

Policy Updates

Otoor USA may update this Shipping Policy when our services, carriers, business operations, or applicable requirements change.

The version published when an order is placed will generally apply to that order, except when a change is required by applicable law.