Shipping FAQs

Modified on Wed, 29 Jan at 11:44 AM

Q1: How can I calculate shipping rates?
A1: Shipping rates depend on the following factors:

Package weight
Dimensions
Destination
For an accurate estimate, use our Shipping Rates Calculator.

Q2: What should I do if my shipment is delayed?
A2: First, check if the shipment exceeded the provided delivery SLA.
- Please review the tracking history for any failed delivery attempts. The shipment will be prepared for return if there are three failed attempts.
- If necessary, contact our customer support team for further assistance.
- You may also need to coordinate with your customer for another delivery attempt.
Q3: Why is my preferred delivery company unavailable?
A3: Delivery partner availability depends on several factors, such as:
- Service area
- Shipment size
- Order value
Q4: What should I do if my shipment is lost or damaged?
A4: Report the issue immediately to our customer support team and provide the following details:
- Shipment ID.
- Photos of the damaged package (before and after packing)
Q5: What kind of items are not allowed to be shipped?
A5: OTO follows international and local shipping regulations. Prohibited items include:
- Hazardous materials (e.g., flammable liquids, explosives)
- Perishable goods (unless explicitly allowed)
- Illegal items (e.g., counterfeit goods, banned substances)
- For a complete list, check our Terms & Conditions.
Q6: Can I use OTO for same-day delivery?
A6: Same-day delivery depends on your location and the availability of the delivery partner. If available, you can select Same-Day Delivery during the shipment booking process.
Q7: How can I add multiple boxes to my shipments?
A7: Go to the Shipments tab on the Home Page.
1. Select the shipment and click on Create Shipment.
2. Choose With OTO rates, and it will show you the Shipping Details and Options page.
3. You can add up to 20 boxes with their dimensions and weight.
Q8: Can I customize my OTO FLEX shipping label?
A8: Unfortunately, OTO FLEX shipping labels are not customizable. You can, however, upload your brand logo by following these steps:
1. Go to Settings.
2. Click on Company.
3. Click on the Picture icon and upload your logo.
4. Your logo will appear on the shipping label.
Q9: How do I edit my order address?
A9: You can update the address in your dashboard before the shipment is picked up by clicking on your shipment then on orders and you select edit order.
- Note: For shipments already in transit, please feel free to contact the customer support team so they inform the delivery company about the updated address.