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COVID-19 Update

Otto Frei is shipping orders and we are striving to keep our operations as normal as possible but some things have changed. All customer service is being done remotely. In warehouse staff is limited to shipping and receiving. We no longer have will call pick up in store service. Shipments by USPS, UPS, DHL and FedEx can take a little longer than usual and carriers service guarantees have been suspended. Disruptions in our supply chain have led to longer than normal re-supply times. We are all doing the best we can and we appreciate your patience and understanding.

  • No will call pick up in store service
  • Order processing can be delayed 1 to 2 business days
  • Shipping transit times can be extended unexpectly
  • Returns and Refunds can take longer than normal

Returns:

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.