Shipping policy

Last updated: August 26, 2026

This Shipping Policy applies to orders placed with OTOOR USA LLC, doing business as OTOOR USA ("OTOOR USA," "we," "us," or "our").

This policy explains our order processing times, shipping destinations, shipping charges, shipping methods, delivery estimates, tracking procedures, and how shipping-related issues are handled.

Shipping charges are calculated and displayed at checkout based on the delivery destination and available shipping service.

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 an order and transferring the package to the shipping carrier. Carrier transit time begins after the carrier accepts the shipment.

Our standard fulfillment business days are Monday through Friday, excluding federal holidays and days when our fulfillment operations or applicable shipping carriers are closed.

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

Processing time may be affected by circumstances including:

  • Product availability
  • Payment or billing verification
  • Shipping-address verification
  • Fraud-prevention or security review
  • High order volume
  • Carrier restrictions or service interruptions
  • Product-specific transportation requirements

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

A separate shipping confirmation will be sent when the package has been transferred to the carrier.

Shipping Destinations

OTOOR USA currently ships to eligible U.S. destinations for which an available shipping service is displayed at checkout.

Shipping availability may vary by destination, product type, carrier requirements, package characteristics, and applicable transportation restrictions.

Certain destinations or address types may have limited or unavailable shipping options, including:

  • Alaska
  • Hawaii
  • Washington, D.C.
  • Puerto Rico
  • Guam
  • U.S. Virgin Islands
  • Other U.S. territories
  • APO, FPO, or DPO military addresses
  • P.O. boxes

Availability to these destinations or address types is not guaranteed and may depend on the products ordered and the shipping services permitted by the applicable carrier.

If no eligible shipping service is displayed at checkout for a particular destination, we are unable to accept shipment to that address through the available checkout options.

OTOOR USA does not currently offer international shipping outside eligible U.S. destinations.

Shipping Costs

Shipping charges are calculated at checkout.

The shipping amount displayed during checkout may depend on factors including:

  • Delivery destination
  • Shipping origin
  • Package weight
  • Package dimensions
  • Product quantity
  • Available carrier services
  • Selected delivery service
  • Product-specific transportation restrictions

The applicable shipping charge will be displayed before the customer submits payment for the order.

OTOOR USA does not currently provide automatic free standard shipping on all orders.

If a promotional free-shipping offer is made in the future, the applicable eligibility requirements will be clearly disclosed with the promotion and reflected at checkout.

Customers are responsible for the shipping charge displayed and accepted during checkout.

Shipping Methods

UPS is a primary shipping carrier for many eligible orders.

Available shipping services may vary depending on the destination, package characteristics, product restrictions, and carrier availability.

Only shipping services available for the specific order and destination will be displayed during checkout.

OTOOR USA may use another eligible carrier or shipping service when reasonably necessary because of carrier availability, product restrictions, package characteristics, or transportation requirements.

We will not charge an additional shipping amount after an order has been placed without the customer's approval, except where an additional charge results from information supplied or a change requested by the customer, such as an incorrect or incomplete shipping address, and where permitted by applicable law.

Estimated Delivery Time

Our standard order processing timeframe is:

  • Order processing: 1–4 business days

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

Estimated transit times depend on the shipping service selected, destination, carrier conditions, and applicable transportation restrictions.

When available, estimated carrier transit times may be displayed during checkout or through the carrier's tracking system.

Delivery dates and timeframes are estimates and are not guaranteed unless a specifically guaranteed shipping service is expressly identified as guaranteed by the applicable carrier.

Processing time is separate from carrier transit time.

Delivery estimates may be affected by:

  • Destination
  • Weather
  • Holidays
  • Carrier delays
  • Transportation interruptions
  • Address issues
  • Product restrictions
  • High shipping volume
  • Circumstances outside our reasonable control

Fragrance and Transportation Restrictions

Some perfumes, fragrance products, aerosols, and alcohol-based products may be subject to carrier or transportation restrictions.

Available shipping services may depend on factors including:

  • Product type and transportation classification
  • Package quantity
  • Shipping destination
  • Carrier requirements
  • Applicable transportation regulations

Because of these restrictions, certain air, expedited, military-address, territorial, P.O. box, or other shipping services may be unavailable for some fragrance products.

The appearance of a destination within our shipping settings does not guarantee that every product can be shipped to that destination using every carrier service.

If a selected shipping method or destination cannot legally or operationally be used for an ordered product, OTOOR USA may contact the customer to arrange an eligible alternative.

If no appropriate shipping option is available, we may cancel and refund the affected item or order to the original payment method.

We will not substitute a different paid shipping service that increases the customer's shipping charge without obtaining the customer's approval.

Unexpected Processing Delays

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

If we determine that an order or part of an order cannot be shipped within the stated processing timeframe, we will notify the customer using the contact information provided with the order and provide an updated estimated shipping timeframe when available.

When applicable, the customer will be given the option to accept the revised shipping timeframe or cancel the affected unshipped merchandise for a refund to the original payment method.

If required customer consent to a shipping delay cannot be obtained, OTOOR USA LLC may cancel and refund the affected unshipped merchandise in accordance with applicable law.

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 product becomes unavailable, we may contact the customer regarding one or more available options, including:

  • Removal of the unavailable product and a refund for that product
  • An available replacement approved by the customer
  • Cancellation and refund of the affected order

We will not substitute an unavailable product with a different product without the customer's approval.

Order Tracking

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

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

Customers are encouraged to monitor tracking information and make 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 information carefully before submitting an order.

OTOOR USA LLC 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, except where otherwise required by applicable law.

Address Changes

Address-change requests must be submitted as soon as possible to support@otoorusa.com.

We cannot guarantee that an address can be changed after fulfillment has begun, the order has been packed, or the shipment has been transferred to the carrier.

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

If an address change results in an additional carrier charge, the customer may be responsible for that charge where permitted by applicable law and when the change was requested or caused by the customer.

Order Changes and Cancellations

Requests to change or cancel an order should be submitted as soon as possible to support@otoorusa.com.

We will make reasonable efforts to accommodate requests before fulfillment begins, but order changes and cancellations are not guaranteed.

Orders generally cannot be changed or canceled after they have been packed and transferred to the shipping carrier or when the shipment can no longer reasonably be intercepted.

If an entire order is successfully canceled before shipment, the approved refund will include the canceled merchandise, applicable sales tax, and any customer-paid shipping charge associated with that canceled order, and will be issued to the original payment method.

If only part of an order is canceled, any shipping-charge adjustment will depend on the circumstances of the order and the shipping service that remains necessary for the items that will still be shipped.

Signature Confirmation

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

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

Delivered Packages

If carrier tracking shows that a package has been delivered but you cannot locate it, please:

  • Check all possible delivery locations around the property
  • Check any applicable parcel locker
  • Ask household members, neighbors, building management, reception, or front-desk personnel whether they accepted the package
  • Contact the shipping carrier using the tracking number
  • Contact OTOOR USA promptly, preferably within 3 calendar days of the delivery scan

A report submitted after three calendar days is not automatically approved or denied. Prompt reporting helps preserve available carrier and delivery information.

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

Delivery-related claims are reviewed individually based on available tracking information, delivery photographs, carrier records, signature information, customer communications, and investigation findings.

Delayed or Lost Shipments

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

If tracking has not updated for 5 or more business days, or the package has not arrived within 7 business days after the latest estimated delivery date, please contact OTOOR USA Customer Support.

We may ask the customer to confirm the shipping address, check possible delivery locations, contact the carrier, or provide information reasonably necessary to investigate the shipment.

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

If a carrier confirms that a package was lost before delivery and the claim is approved, OTOOR USA LLC will provide an appropriate resolution, which may include a replacement when available or a refund to the original payment method.

When the entire order is refunded because of confirmed carrier loss before delivery or confirmed transit damage for which the customer is not responsible, the applicable original customer-paid shipping charge will also be refunded.

Damaged, Leaking, Incorrect, Defective, Missing, or Tampered Shipments

Please inspect your shipment promptly after delivery.

Claims involving products that arrive damaged, leaking, incorrect, defective, missing, or visibly tampered with must be submitted no later than 14 calendar days after delivery.

Visible shipping or fulfillment issues should be reported within 48 hours after delivery whenever reasonably possible, including:

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

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

Submitting a claim does not automatically guarantee a refund, replacement, or return authorization. Claims are reviewed based on the available information and evidence.

Evidence for Shipping Claims

When reporting a shipping-related issue, we may reasonably request:

  • Your full name and order number
  • A description of the issue
  • Photographs of the affected product
  • Photographs of the shipping box and internal packaging
  • A photograph of the shipping label
  • A photograph showing all products received when an item or quantity is missing
  • A short video when reasonably necessary to demonstrate leakage, a defective sprayer, or another functional issue

Please retain the affected product, retail packaging, shipping carton, internal packaging, and 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 eligible claim.

Refused, Unclaimed, and Undeliverable Packages

A package may be returned to OTOOR USA LLC if it is refused, not claimed, sent to an incorrect or incomplete address, unable to be delivered after carrier attempts, or returned because required access or signature was unavailable.

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

To the extent permitted by applicable law, original shipping charges, address-correction fees, carrier-return charges, and reshipment costs may be the customer's responsibility when the return or delivery failure resulted from:

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

These charges will not apply when the return or delivery failure resulted from an error by OTOOR USA LLC or another circumstance for which the customer was not responsible.

Shipping charges already paid to the carrier may be non-refundable where permitted by applicable law when delivery failure resulted from circumstances attributable to the customer.

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.

The customer will not be charged an additional shipping fee solely because OTOOR USA LLC chooses to divide an order into multiple shipments after the order has been placed.

Order Verification and Fraud Prevention

To protect customers and OTOOR USA LLC, certain orders may require additional verification before shipment.

We may request reasonable confirmation of billing information, shipping information, customer identity, or authorization to use the selected payment method.

Verification may increase processing time.

If a verification delay affects the stated shipping timeframe, we will handle the delay in accordance with the Unexpected Processing Delays section of this policy.

Returns and Refunds

Shipping-related return, refund, replacement, and claim eligibility is also governed by our Return & Refund Policy.

Please do not send or bring a product return to either of our locations without prior written return authorization and approved return instructions from OTOOR USA.

Original shipping charges are generally non-refundable after an order has shipped, except where required by law or when the shipping issue, return, or cancellation results from an error by OTOOR USA or another circumstance covered by this policy.

Contact OTOOR USA

For questions regarding an order or shipment, please contact:

OTOOR USA Customer Support
Email: support@otoorusa.com
Phone: +1 862-882-1619

Customer Support Hours:
Monday–Friday: 9:00 AM–5:00 PM ET
Saturday: 10:00 AM–2:00 PM ET
Sunday: Closed

Registered Business Address

OTOOR USA LLC
72 Struyk Ave, 1st Floor
Prospect Park, NJ 07508
United States

Warehouse & Fulfillment Location

OTOOR USA
7001 Anpesil Drive, Gate 5, Unit C5
North Bergen, NJ 07047
United States

This location is used for warehouse operations, inventory handling, order preparation, and fulfillment.

Do not send product returns to either address without prior written return authorization and approved return instructions.

Related Policies

  • Return & Refund Policy
  • Privacy Policy
  • Terms of Service

Policy Updates

OTOOR USA LLC may update this Shipping Policy from time to time to reflect changes to our shipping services, carriers, business operations, or applicable requirements.

When changes are made, the revised policy will be posted on this page with an updated Last updated date.

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