Purchase & Payment
1. Do I need to create an account to place an order?
No, you can place orders without an account. However, our team can better serve you in the process and with future orders through your personal customer account. Your personal information will be perfectly protected by ootddress. With an account, our customer care team can easily and quickly find your order and invoice history should you have a problem with a purchase. We value your time.
2. Where can I track my order?
All the order shipments are followed with a tracking code. As soon as you place your order you will receive a confirmation email. This means that we have received your order in our system.
You will receive tracking information by email once your order is being produced to shipment. The order can be tracked here using the given tracking code.
3. Can I change or amend my order once it has been placed?
Yes, your order can be changed or amended before it is shipped out.
Orders & Return
1. When should I expect my order?
If you have received a shipping confirmation email, your order has shipped and is on its way! If you are getting an error, please give it a few more days. It takes our mail carrier some time to scan the shipping label and for the tracking system to update. Once shipped we expect parcels to take about 10-20 days. Many shipping companies have reduced staff so there is a lot of unpredictability in shipping times. We are negotiating bulk rates for faster shipping services and doing everything we can to get kits out as quickly as possible.
2. Why didn’t I receive my shipping confirmation email?
Unfortunately your order may not have been shipped yet. We understand why that could be frustrating and sincerely apologize for the delay. To give you an idea of what is going on, COVID-19 and various quarantines throughout the world have caused sales to spike so much that factories are producing kits constantly and sending them directly as soon as they are complete.
If you’d like to cancel any portion of your order that has not been shipped, please reach out to us via email at [email protected] Any portion of your order with a tracking number is on its way and cannot be canceled, BUT if you do not want it anymore, you can return it to us upon receipt for a refund! Just reach out for instructions when it arrives.
3. What if my purchase was damaged during the delivery?
Please inform our customer care [email protected] right away after you find that the received item/s are damaged. We will solve the matter as soon as possible.
4. Can I request my refund if I need to return my purchase?
No worries! Contact us right away and we’ll help guide you through the process.
Note: Please make sure the items are sealed and in good condition when you return them.
You will be responsible for paying the shipping costs for returning your item. More information please check our Return and Exchange Policy.