FAQs
Payment
It takes approximately seven business days for the payment provider to process the refund. If product returns are involved, the refund may take slightly longer as we need to verify that the package has been returned.
Your card may have been marked as lost, stolen, or expired and cannot be used. You can check with your card issuer for more details or try another payment method.
Your card might have a limitation that affects where and how it can be used. You can contact your card issuer for more details or try another payment method.
Firstly, are several potential reasons for a failed transaction:
- 1) A problem with the credit card.
- 2) Your online Payment Gateway settings.
- 3) Incorrect card details provided during payment.
Here are some steps to take in the case of a failed transaction:
- 1) Make sure to correctly enter your debit/credit card details are correct when making a purchase
- 2) Contact your debit/credit card provider with the error message. They may be able to identify the issue you are having.
- 3)Try to use an alternative card or payment method such as PayPal if possible.
- 4) Contact us with the error message details if the above methods have not worked and you still have transaction problems.
- If you are using a PayPal account, please make sure that your shipping address exactly matches the address that you have on file for PayPal. Even an extra space or missing punctuation can cause the payment to fail. Once you have amended your shipping information, please try again.
- If you are using a Credit Card, please make sure that all credit card information is filled in correctly. If the verification fails, you can try again to see if the issue is solved or use another payment method.
- If payment problems persist, please contact PayPal. You can also click this link for more help: https://www.paypal.com/gb/selfhelp/home
Rest assured, you have not been charged twice. Your bank might be withholding the money for a short period of time for verification purposes. You can contact your card issuer to resolve this issue.
OSOTEK will cover customers' customs duties for OSOTEK products. You don't need to pay additional fees for your product.
You will not be charged until the products have shipped when paying with a credit card.
You will always receive a basic invoice via email after purchase. We can provide an official invoice in a PDF if requested. Contact our customer service via email at support-global@osotek.com
The CVV Number (Card Verification Value) is a 3-digit number available on the back of your credit/debit (VISA®, MasterCard®) card. On American Express® branded credit or debit cards, the CVV is a 4-digit numeric code located on the front of the card.
This code is often used for verification purpose to prevent fraud on online purchases. Providing the CVV number implies that the person placing the order has physical possession of the card.
Order
Please check your region on our website and select the correct country where your address is located. You can check your region in the footer of our website. We deliver to multiple nations. Make sure you are in one of these regions.
The error message may occur if the product is in stock while browsing but is out of stock when you click the "Add to Cart" button. You can try again when it is in stock.
If the product runs out of stock between the time you add it to the cart and check out, that item will not appear on the order page.
When you click “Checkout” the items in your cart will be reserved for you. Please note that the order must be paid within three hours. Only adding a product to your cart does not reserve the item for you.
If you received the wrong product or are missing merchandise, contact our customer support via support-global@osotek.com with photo evidence of your claim. We will process your claim within five business days.
OSOTEK only keeps basic information needed to complete your order and provide quality customer service. For your protection, we delete all personal information after three months.
You may contact our customer service via support-global@osotek.com to cancel your order. Once your order has been processed and shipped, cancellation will not be possible, but you may return the product after delivery. We will issue a refund once we have received and inspected the returned product.
Unfortunately, once the order is delivered and signed, we will only be able to modify the billing address. Please make sure the shipping addres is filled in correctly before delivery.
Shipping
We deliver to every U.S. State EXCEPT these listed below:
Alaska, Guam, Hawaii, Puerto Rico, and the U.S. Virgin Islands
Alaska, Guam, Hawaii, Puerto Rico, and the U.S. Virgin Islands
Many of our customers in other countries use friends or mail-forwarding services to receive their orders, but OSOTEK does not officially support or endorse third-party services. We are not liable for packages being lost or damaged due to third-party services.
If we do not deliver to your country yet, don't worry! We are constantly expanding our efforts to reach OSOTEK fans worldwide. Tune into the OSOTEK social media to keep on top of news releases.
Delivering and processing times depend on the delivery method available in your region:
Standard Delivery (3-5 business days processing time + 4-9 business days delivery); (Subject to stock availability)
Note: These delivery times are merely estimates. While we will try to deliver your order as quickly as possible, please note that orders placed during promotional periods and special events may require longer delivery times. If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.), please add at least 2 to 5 business days to the estimated delivery date of your order.
We will ship your order from our local warehouse in the US.
- After an order has been dispatched, you will receive a Shipment Notification email that includes your order information and the tracking number of the package.
- You can also find tracking information in your order details.
Pre-ordered products will ship when the product becomes available. You will be notified by email if the anticipated release date has changed or when your product has shipped.
We cannot change the address once your order has been dispatched. The package will be returned to our warehouse as an undeliverable package if the address on your order is incorrect. If your product is returned to the warehouse, we will process a full refund to your original account or arrange one more shipment.
Most couriers will make three attempts at delivery before marking a package as undeliverable. Once your package has been marked as undeliverable, it will be returned to the warehouse. We will process a full refund to your original account used to checkout when we receive the returned package. Please feel free to contact us via support-global@osotek.com if you have any problems.
Please confirm the tracking information is correct and that the outer packaging is intact before signing. Please open your package in front of the courier to confirm all the contents and packing list are included. If there are any issues, contact our Customer Support via support-global@osotek.com. We will process your request within five business days.
If you notice that your tracking number has not been updated for an extended period, contact us at support-global@osotek.com. Once we obtain all relevant information, it will take five business days to process. We will do our best to handle your case as soon as possible.
If your package has been damaged upon delivery, please ask the courier to take note. Please keep the original packaging and contact support-global@osotek.com as soon as possible. Be sure to include pictures of the damage. Once we obtain all relevant information, it will usually take five business days to process.
Warranty
OSOTEK Products purchased on osotek.com come with a one-year limited warranty, starting from the date of delivery. Unless otherwise specified, this warranty covers the originally supplied product hardware components. The warranty does not cover, or partially covers consumable items and accessories (like the filter) even if they packaged or sold together with the product. This warranty is only redeemable within the original country or region of purchase.
The limited warranty only covers product defects caused by manufacturing or building materials. To make a claim, please present your original Proof of Purchase (screenshot), model and serial number of your product, and photographic evidence of the product’s defects to OSOTEK Customer Service: email us at https://osotek.com./pages/support.
OSOTEK products purchased on osotek.com come with a one-year limited warranty. If you want a longer coverage period, you can choose to purchase our SoCare service.
We provide a 14-day replacement warranty for the OSOTEK HotWave. Your item must be in the same condition that you received it, and it must be in the original packaging to be eligible for a no-reason return or refund. Otherwise, your warranty is void. Contact us by email at support-global@osotek.com before attempting any repairs at home.