Shipment cancellation and Understanding Refund Timelines FAQs

Modified on Tue, 24 Jun at 10:52 AM

OTO allows shipment cancellation if there’s an issue with your order, but only before it has been handed over to the delivery company.

To cancel a shipment, please find the screenshot below, which explains how to cancel the shipment:

For more detailed steps, please visit this article.

Refund of Shipping Fees when the shipment is cancelled

In most cases, shipping fees are refunded immediately after cancellation. However, for certain delivery companies, the refund may take additional time:

Delivery Company	Refund Time After Cancellation
Aramex	Up to 14 days
Aramex International	Up to 30 days
SMSA	Up to 21 days
SPL PUDO	Up to 21 days
DHL International	Up to 14 days
UPS	Up to 14 days
Skynet	Up to 14 days

Frequently Asked Questions

Q1: When can I cancel my shipment?
A1: You can cancel the shipment as long as it has not been picked up or handed over to the delivery company.

Q2: Why haven’t I received a refund after canceling the shipment?
A2: In most cases, this is due to the refund processing time required by certain delivery companies. Please refer to the table above for expected timelines.

Q3: How can I check if my shipping fees were refunded?
A3: You will receive a notification once the refund is processed. You can also check your transaction report for confirmation.

Here is a screenshot attached that guides you on how to navigate to confirm receipt of your refund for the canceled shipment:

Q4: Why were the fees not refunded after I canceled my shipment?
A4: Generally, shipping fees are refunded upon cancellation. However, some delivery companies may take between 14 to 30 days to process refunds.
Note: If the shipment was canceled and subsequently handed over or delivered, the fees will not be refunded.