FAQ

THE FOLLOWING POLICIES APPLY TO THE GENERAL ONLINE PURCHASES MADE ON OTOBRUSH.COM

OTOBRUSH

GENERAL SHIPPING TIMES ARE AS FOLLOWS:


US, CAN & AU: 7-15 days
Western Europe: 7-15 days
Asia: 7-15 days
Rest of World: 10-25 days.
We will reship a new item free of charge if you did not receive your first item within 60 days of ordering. If this is the case, please contact our customer service department at {email}
Please note: Shipping time depends of the time of the year. There are expected delays during holidays.

REFUNDS:
Please note that:
ALL SALES ARE FINAL DUE TO THE NATURE OF THESE PRODUCTS
REFUNDS ARE ONLY GIVEN IN THE FORM OF STORE CREDIT
ORDER CANCELLATION:
Unfortunately, we can NOT guarantee a cancellation can be made but if you just placed your order, contact us, we will try our best to locate your order and make the cancellation. Once you place your order, we have an automated system that helps us ship your order in less than 24hrs. For that reason, it is almost impossible for us to process a cancellation in time. Please note that there is a $5.00 cancellation fee for items placed through the system. THIS FEE IS NON-NEGOTIABLE
MISSING ITEMS:
If an item was missing in the box, we will send you a new item as soon as possible.
Please verify if you have more than one tracking number. Different products may come from different warehouses, as we do not fulfill orders in our corporate location. Individual items often come in separate packages.
You must notify Otobrush.com about any missing items within seven (7) business days of delivery.
Contact us with the invoice number, contact information, and a list of missing items.
Please send us the picture of the package where there is a description of what was in the box.
Once we have received the claim from you, along with the package image, our customer representative will inspect your order and contact you and a new product will be sent to you.
ITEMS NOT RECEIVED:
Please note that some countries customs can delay packages by many weeks, and we do not have any control on your local customs laws or delays. PLEASE NOTE: By checking out you agree to this statement.
Note: We do not pay customs fee at this time; any fees is the responsibility of the customer.

REFUSED AND UNCLAIMED SHIPMENTS:
Any refused or unclaimed packages will be charged all actual shipping costs. Shipping carriers charge for both to and return shipments.

ADDRESS CHANGE:
If any wrong address is provided contact us as soon as possible. Unfortunately, we do NOT guarantee that this modification can be made, but we will do our best to locate your order and make the address change. If your order is processed with our warehouse we can not change the address provided.
If your package is already shipped any address changes can be made by you directly to the shipping carrier. A customer service team member will be there to provide you with the carriers contact information you need.