Otto Frei ships orders from our Oakland California warehouse Monday thru Friday excluding holidays. We no longer offer in store pickup and ship orders only, with limited exceptions made solely by phone for scheduled freight pick-ups of heavy goods like investment and workbenches. All customer service is done remotely. In warehouse staff is limited to shipping and receiving.
As the world continues to deal with the impact of Covid-19, our business has adapted and changed. Our commitment is to protect our employees and service our customers from the USA and beyond as best we can with stock on hand and the most efficient processing of orders possible. We strive to ship all orders the same business day (Monday thru Friday, excluding holidays) we receive them. When items are not available to ship immediately, your order goes to customer service to notify you of your options and request your reply.
The biggest issue we face this Summer of 2021 is one of supply. Most of our vendors have delays in production. Shipping and materials costs have gone up. Companies have shutdown. We have done what we can to mitigate these issues, by planning as far ahead as possible and increasing order size. The “just in time” stocking that we could rely on for so many years is currently not available.
USPS, FedEx, UPS, and DHL continue to operate over capacity with delays. When your order ships we send you a tracking number. We strongly recommend you sign up for delivery notifications from the carrier and utilize the carrier's tracking tools and customer service for questions about delivery.
If you are not satisfied with one of our products, you may request a Return Merchandise Authorization (RMA) within 30 days of purchase, 15 days for precious metal findings and stock of gold or platinum. When returning a product, you can request an identical replacement item, exchange the product for another product, or request a refund.
All returns require a Return Merchandise Authorization (RMA). Please submit a Return Merchandise Authorization request online. Please login and go to My Account > Purchases > Purchase History and then select the order.
Return Exemptions & Fees
- Special Order Items.
- Hazardous Materials.
- Freight Items.
- International Shipments.
- Items that have been modified in any way.
- Items which have been damaged by the customer.
- Returns outside the 15 to 30 days return window are subject to restocking fees of 10%.
If you do not see the option to return an item you are outside of the 15 to 30 day return window and did not fall into one of the categories above. Please contact us regarding your return & exchange.