FAQ
When will my order ship?
Orders that are placed by 12:00PM EST will be processed and shipped within 1-3 business days, regardless of shipping speed selected.
When will I receive my order?
Our US shipping partners estimate a 3-7 days shipping timeline after they receive the package but tracking provided by the shipper will offer the most accurate and up-to-date information on the progress of any shipment. .
Can I track my shipment?
Yes, tracking will be provided via email at the time of shipment. You can also find your tracking number when you log into your account on our site. Please allow one business day for the tracking information to be updated before tracking your order.
I didn't receive the confirmation of the order? Did the payment go through?
Please check your spam/junk folder for an order confirmation email. If nothing is found, contact our customer service team to confirm if your order has been successfully received.
Can I change something in my order or add more items?
We are unable to change the address on an order once it has been shipped. However, please reach out to our customer service team to see if they are able to assist you at support@otorocase.com
What happens to my order if I am not at home when it is delivered?
At the courier's discretion, the package can be left in a safe place at the shipping address provided. This could include the front porch, side door, back porch, garage area, or with a neighbor or leasing office (which would be noted in a notice left by the driver).
If you anticipate that you may not be home when delivery is expected, we suggest contacting the courier to request they hold the package for you to pick up from a local access point.
What happens if my package is lost or stolen?
If you are able to, we recommend safely checking with neighbors or around the area in case it was mistakenly delivered. Sometimes, the order can even be mistakenly scanned as delivered but the driver is still in possession of the item. In these cases, the order is sometimes delivered within a few days. If you are unable to check with neighbors or believe the package has been lost or stolen, please contact our customer service team at info@otorocase.com.com for further assistance.
How do I return products?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@otorocase.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@otorocase.com.
All return shipping charges are responsible of the customer. To be eligible for us to cover shipping, the customer would have received the item damaged. If that is the case, please contact us 48 hours after it's been received. We ask that you include photos of the damaged part and the order number.
I received a damaged item, what should I do?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.