Frequently Asked Questions
About us
Who are we?
Who are we?
We are a team from the UK who are committed to creating safe, effective, and reliable products.
We put a lot of time and energy into solving problems that most companies ignore – creating products you never knew you needed and surprising you with a level of quality and innovation you haven’t seen before.
Where are we located?
Where are we located?
We are a British company based in London, but our products are located in our Wisconsin warehouse. When you place your order, your item will be fulfilled from within the UK and shipped quickly to your door.
Where is our product designed and manufactured?
Where is our product designed and manufactured?
While many of our products are designed in UK, most of them are made in the UK. Some items are made in other countries, including China, where our experts regularly visit the factories to ensure the highest quality of work.
Ordering and Payment
How do I order?
How do I order?
Ordering through the Oto Healthcare website is simple, safe, and secure.
Just click on the “Buy now” button, which leads you to our Check-out page. Select your quantity, enter your billing and shipping info, and select your payment method.
We accept credit cards and PayPal.
You will also receive an order confirmation via email once the payment was successfully processed.
Please keep in mind that you can currently only order products online for delivery within the UK.
Is the item automatically reserved for me as soon as I select the quantity?
Is the item automatically reserved for me as soon as I select the quantity?
No. Items are reserved only once your payment has been completed. If you leave your cart open without completing your order, you may lose your items when inventory runs out.
Which payment methods do you accept?
Which payment methods do you accept?
We accept PayPal, Discover Card, Visa, MasterCard and American Express.
Charges on your bank statement appear as Oto Healthcare.
Can I change or cancel my order?
Can I change or cancel my order?
Our team is amazingly fast in processing the orders that are coming in, but we know mistakes can happen while ordering. We have a 1-hour time window in which you can change or cancel your order without any fees.
Please email us directly on support@otohealthcareuk.com and we will help you with your request.
Do I need to register before placing an order?
Do I need to register before placing an order?
You do not need to register or create an account before placing an order.
What if I did not receive an order confirmation?
What if I did not receive an order confirmation?
Please double check your spam folder for an email confirmation. Emails can land in the spam folder. Please be sure to move our email to your primary inbox and “star” it in order to receive any follow-up emails. If you use multiple email addresses, please check your other accounts as orders might have been placed with an alternative address.
If you still cannot find your order confirmation, please contact us at support@otohealthcareuk.com so we can further assist you!
Delivery
What are your shipping times?
What are your shipping times?
All orders are processed and shipped within 24 hours upon receipt (excluding weekends and bank holidays). Once your order is successfully processed, you can expect your Oto Healthcare product to arrive within 7-12 business days.
What are the shipping options?
What are the shipping options?
We are partnering with the third party logistic companies DHL or FedEx.
We will always choose the logistics partner that can bring your package to you in the fastest way.
How can I track my order?
How can I track my order?
There are two ways to track your order:
- Check the status of your order with the provided tracking number
- Contact your local post office with the tracking number
If you have attempted these two options and still could not get the information you needed, please contact our support team at support@otohealthcareuk.com and they will assist you.
I have not received my package although it shows in the tracking information that it was delivered.
I have not received my package although it shows in the tracking information that it was delivered.
We know how inconvenient this can be, and we hope you’re able to find it quickly!
- Check thoroughly around the delivery location.
- Check if someone else (family members or a neighbor) accepted the delivery.
- Coordinate with the post office to understand why it was marked as “delivered”.
If you have done all of this and are still unable to locate the package, please contact our support team at support@otohealthcareuk.com
How are the Oto Healthcare products packaged?
How are the Oto Healthcare products packaged?
We use protective packaging to ensure that your product arrives safely and undamaged.
Return
What is your Return Policy?
What is your Return Policy?
Should an item not meet your expectations, you can return it to us within 30 days.
We offer a 30-day money-back guarantee; this means if you are not satisfied with our product and contact us within 30 days after placing your order, we will refund the amount of the product excluding shipping fees.
Please see further information about our return rules in our Returns, refund and exchange policy
How can I return your product?
How can I return your product?
Please contact our customer service team at support@otohealthcareuk.com for further information on how to label and ship your product.
Who is paying for the returns?
Who is paying for the returns?
We constantly work on finding the best solution when it comes to returns. So far we cannot offer free returns. If the return is valid, however, we will reimburse you for the return shipping cost.
Please note that when sending a return, you should choose standard delivery, not expedited shipping. The parcel is your responsibility until it reaches us. Always retain the proof of postage.
What do I do if I am not satisfied with the state of the product?
What do I do if I am not satisfied with the state of the product?
If your order is defective or in any way damaged, please photograph the item and send us the photo in an email to our customer service team at support@otohealthcareuk.com
We will determine the best course of action once we review the photos and will come back to you within 48 hours with a solution.
What do I do if I have received the wrong item?
What do I do if I have received the wrong item?
Please email our customer service team at support@otohealthcareuk.com
Please photograph the item you received and send us the photo with your email message.
An item is missing from my shipment. Will it be sent later?
An item is missing from my shipment. Will it be sent later?
Some products may be shipped separately, but this is uncommon. If it’s not stated otherwise on the order confirmation or in a separate email, please contact our customer service team at support@otohealthcareuk.com.
Why was my order canceled?
Why was my order canceled?
If your order has been canceled, please contact your credit card issuer or bank to verify that the billing information is correct.
Please create a new order using the correct billing address.
If you still need assistance, please contact us at support@otohealthcareuk.com.
How will I be refunded?
How will I be refunded?
You will be refunded the value of the returned item excluding the shipping fee. The refund will be issued using the payment method you selected for the order. For instance, if you paid by credit card, we will refund the amount to your credit card, if you used PayPal, your refund will appear on your PayPal account.
How soon will I receive a refund for my return?
How soon will I receive a refund for my return?
Different banks work at different speeds, and although we may issue your payment instantly, your bank may not process it right away. Please allow 7 to 14 days from the day we received your return back at our warehouse for your account to be credited.
While waiting for your refund, please allow up to 30 days before contacting us for further assistance.
Taxes
Why am I seeing tax in my order receipt?
Why am I seeing tax in my order receipt?
The tax showing in your order receipt is called Sales Tax. It is a form of tax levied on retail sales of goods and services.
How much is the sales tax for my state?
How much is the sales tax for my state?
Taxes vary by state, but will be calculated correctly at the checkout. For more information, visit your state’s government or revenue website.
Contact us
How can I contact You?
How can I contact You?
If you weren’t able to find your answer, you can email us at support@otohealthcareuk.com and we’ll get back to you as soon as possible.
Email: support@otohealthcareuk.com
Phone: 07957711909
Operating Hours: Monday – Friday, 8 AM – 3 PM EST
Max Response Time: 24 h
Interested in a B2B order? Also get in touch!