Help & Support

How do I check the status of my order?

 Click  to log into your account to see the status of your order. If you checked out using your email address but didn't sign up for an account, you can do so on this page as well.

 

My package hasn't arrived yet - what should I do?

If your package hasn’t arrived but it’s still within the delivery window provided on our website, please be patient and wait the full delivery time frame before contacting the carrier and our team. Carriers can sometimes experience delays, but your package is still on its way to you!

If your package hasn’t arrived and it’s past the delivery date, please follow the steps below.

United States

Take a look at your tracking information.

1. If it’s still in transit with recent updates - be patient, sometimes carriers can get backed up. The expected delivery date should update with a new time.
2. If it’s still in transit with no new updates - contact the carrier for more information.
   1. If the carrier is not able to provide you with further information, please reach out to us at info@otoepia.com - we'll be happy to help!

International

Take a look at your tracking information.

1. If it’s still in transit with recent updates - be patient, sometimes carriers can get backed up. The expected delivery date should update with a new time.
2. If it’s still in transit with no new updates - contact the carrier for more information.
   1. If the carrier is not able to provide you with further information, please reach out to us at info@otoepia.com - we'll be happy to help!
3. If it’s stuck in one spot but still updating - contact the carrier or your local customs office. Your package may be held because of outstanding fees.

 

My tracking information shows my package was delivered, but I haven't received it. What do I do?

We're very sorry to hear that you haven't received your products yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. 

In some rare cases, your order may be delivered to a local post office for pick-up, especially if you weren't home at the time of delivery and there was no secure location for your package to have been left. Please review the options below as it may help with locating your package. 

1. Double check your shipping address.

We recommend to double check the shipping address you checked out with to ensure it was input as intended. Make sure that the home number and unit number (if applicable) are correct. 

You can check the shipping address that was provided to us at check-out by following the steps below: 

1. Login to your Otoepia account.

2. Click on the order that you have not received.

3. Review the shipping information to ensure the address provided is correct.

 

Why haven't I received a tracking email?

We're very sorry to hear that you didn't receive a confirmation email with your tracking information. If you haven't already, please be sure to double check that our email didn't end up in your junk/spam or promotions folder. If you still aren't able to find it, please email us at info@optoepia.com and we will be more than happy to help you.