Question 1

When do I pay the duties & fees on a shipment going outside of the USA?

Accepted Answer

Shipping charges on international orders do not include local taxes, duties, and fees. You may encounter additional charges payable to the carrier (DHL, UPS, or FedEx) or your local post office on behalf of your government.How to prepare for these charges:Be aware that extra fees might apply for your shipment.It is your responsibility to check with your government for the amount and timing of duties and fees.These charges are typically collected by the carrier or postal service before delivery.

Question 2

Can I make changes to my order?

Accepted Answer

We can make changes to your order only before it has shipped. Once your order has been shipped, no changes can be made.

Question 3

I have a reseller’s tax license for my business. Can I get a refund of my state sales tax?

Accepted Answer

Yes, if you have a current and verifiable resale license for the state your order ships to and it is not already linked to your Otto Frei account. You’ll need to submit your resale certificate so we can connect it to your account before we process your refund request.Requests for refunds must be submitted within 30 days of the invoice date. Resale items include findings, metals, and gemstones. Tools and any items you are the final user of are always taxable.After 30 days, you will need to req...

Question 4

How do I view my transactions in the Legacy Account Center?

Accepted Answer

Once you've logged into the legacy account center you can print copies of sales orders (S#), Cash Sales (R#), Invoices (N#), and Credit Memos (CM) going back to 2015. Click on See OrdersOnce your orders have loaded, you can use the filters selection to get copies of different transaction types. Push the "+ FILTERS" grey bar to expand your options:The filters section will allow you to choose: Transaction Type, Date, Status, and Style.Select which type of transaction you're lo...

Question 5

What is the legacy customer account center?

Accepted Answer

The Legacy Customer Account Center, accessible from your My Account area, lets you view historical records (dating back to August 2015) for:
Sales Orders (S#)Cash Sales (R# — receipts for credit card and cash sales)Invoices (N#)Payments (P#)Is my OttoFrei.com password shared with the Legacy Customer Account Center?

No. The Legacy Customer Account Center is a separate system and does not use the same password as your OttoFrei.com account.What should I do if I have trouble logging in?

Use the...

Question 6

Will my tax exemption work for purchases on OFrei.com?

Accepted Answer

Yes. All purchases on OFrei.com are taxed at checkout, but before your order is billed and shipped, the tax amount will be recalculated based on the exemption certificate we have on file. This ensures your order reflects any applicable exemptions and accurate taxation.

Question 7

Why must I submit my tax exemption documents to Otto Frei?

Accepted Answer

By law, Otto Frei must have a valid tax exemption certificate on file before we can remove sales tax from your resale purchases. The required documents vary depending on the state you do business in.If you have a resale or tax exemption certificate, please submit it here and we will be happy to get you set up.

Question 8

Are tools always taxable?

Accepted Answer

Tools are always taxable unless you have a valid tax exemption that is not related to resale. State tax boards consider any items you are the final user of, such as solders, taxable.Resale items include findings, metals, and gemstones. These can be non-taxable if you have a current reseller's tax license for the state your items are shipped to.What counts as resale vs notEligible for resale exemption (with a valid certificate):Findings, chains, and beads that become part of jewelry you se...

Question 9

Why am I being charged sales tax?

Accepted Answer

The following states require Otto Frei to collect sales tax:ArizonaCaliforniaColoradoConnecticutFloridaGeorgiaHawaiiIllinoisMaineMarylandMassachusettsMichiganMinnesotaNevadaNew JerseyNew YorkNorth CarolinaOhioPennsylvaniaTexasUtahVirginiaWashingtonPlease Note: If you're shopping our products via Facebook or Shop you will always be charged sales tax. 3rd Party Sales channels collect and pay the tax on there behalf.

Question 10

I'm outside of the United States, can I return my item?

Accepted Answer

Regrettably, due to the complexities of international shipping, we are unable to offer returns for orders shipped outside of the United States. However, if you receive an item that is defective or damaged, we're here to help resolve the issue promptly.How to address defective or damaged items:If you encounter a defective or damaged item, please reach out to us immediately for assistance. Contact us via email at info@ottofrei.com, and our team will guide you through the resolution process....

Question 11

How do I checkout using my terms account?

Accepted Answer

To place your order using your terms account:Proceed to checkout without selecting any express checkout methods (Apple Pay, Google Pay, Venmo, Shop Pay, etc.).If you are taken directly to the Shop Pay express checkout, scroll to the bottom of the page and select “Check out as guest.”Continue through checkout as usual.On the payment page, select “Phone Payment.”

Question 12

How do I redeem my gift certificate purchased before February 2023?

Accepted Answer

On February 23, 2023 Otto Frei launched a new website on the Shopify platform. Gift Certificates purchased before that date will not work in the new site. There are two options to resolve this:Option 1:Please contact us via LiveChat, e-mail, or phone to get new code that will work on our new website. Option 2:If you're ready to submit your order and are okay with authorizing a higher amount on your credit card, you can leave us a note with your gift certificate code in the special instruc...

Question 13

Where can I redeem my gift card?

Accepted Answer

OttoFrei.com gift cards can only be redeemed when shopping online at OttoFrei.com during checkout.

Question 14

I forgot to use my discount code, can it be applied to my order?

Accepted Answer

If you happened to forget to apply your discount code, no worries! Just get in touch with us right away. It's important to note that once your order has been shipped, unfortunately, we won't be able to retroactively apply the discount. So, the sooner you reach out, the better. We're here to assist you, and your satisfaction is our priority. Contact us immediately if you have any questions or concerns regarding your discount code.

Question 15

Where do I enter a discount code or gift card?

Accepted Answer

Discount codes and gift cards are entered during checkout. You will find the field under the list of items you ordered.Please Note: Gift Certificates purchased before February 23, 2023 will not work in checkout unless you have already contacted support to issue a new code. Please check out our FAQ on "How do I redeem my gift certificate purchased before February 23, 2023?"

Question 16

Does OttoFrei.com offer pickup instore?

Accepted Answer

In-store pickup is available for orders that meet one of the following criteria:Weight Requirement: Orders over 75 lbs.Value Requirement: Orders totaling $800 or more.There is a $5 handling fee for Pick Up In Store.How to select local pickup during checkout:To access the local pickup option after meeting either of these criteria, simply use our warehouse as the shipping address. This ensures that applicable taxes are calculated correctly. Here's the address to use:119 3rd St Oakland, CA 9...

Question 17

Can I pay for my online order with a Wire/ACH payment?

Accepted Answer

To pay with wire/ACH, leave a note on the cart page and select Phone Payment in checkout. When checking out if you get directed to Express Shop Checkout scroll down and choose “Check out as guest.” At payment, select “Phone Payment.” We’ll contact you to finalize your order.

Question 18

How do I apply a coupon code?

Accepted Answer

Coupon codes are applied during the checkout process. Here are some key details:Number of Coupon Codes: You can apply up to a total of 25 coupon codes to a single order.Inclusive of Automatic Discounts: This limit includes automatic discount codes, such as bulk discount pricing and free gifts.Priority of Discounts: If an item qualifies for multiple product discounts, only the largest discount will be applied. This ensures you receive the most beneficial offer. Discounts can not be stacked.

Question 19

Where is the option to checkout with a phone payment?

Accepted Answer

Our Shopify powered checkout uses Shop Pay to make your checkout experience as fast as possible by automatically importing your credit card and billing information, just like PayPal. If you place an initial order with us using Shop Pay, the next time you place an order it will fast track you to that same experience. If you'd rather use a different express checkout option you should click on the link at the bottom of Shop Pay which says "Check out as guest." You can then proceed ...

Question 20

How Do I Check Out Without Using Shop Pay?

Accepted Answer

Upon reaching the checkout page on our website, you might be seamlessly redirected to Shop Pay. If you prefer to use an alternative payment method, such as PayPal, Apple Pay, or Google Pay, Venmo, or phone payment simply click on the "Check out as guest" link located at the bottom of the Shop Pay payment page.

Question 21

Is there a minimum order amount at Otto Frei?

Accepted Answer

Yes. Otto Frei has a minimum order requirement of $35 USD.

Question 22

What is the return policy for Tools & Equipment, Findings, Metals, and Gemstones?

Accepted Answer

We've got you covered with our return policy:Tools & Equipment: Return within 30 days of the receipt date.Findings, Metals, and Gemstones: Return within 14 days of the receipt date.How to initiate a return online:To kickstart the return process, head to "My Account" and select "Returns."Return Examination Process:When you submit a return online, we'll carefully evaluate the details to determine:Restocking Fee: Whether a restocking fee is necessary.Returning Shi...

Question 23

What is the restocking fee?

Accepted Answer

In rare instances, OttoFrei.com may apply a restocking fee, typically ranging between 10% - 20%. The specific amount varies based on the size of the item and will be deducted from the total refund.Notification of Restocking Fees:Our customer support team will promptly inform you if a restocking fee is applicable. We believe in transparency and will provide clear communication regarding any potential fees associated with your return.Should you have any questions or require further clarificatio...

Question 24

When will I get a return label?

Accepted Answer

For WS Orders:If you submitted your return request online, you'll receive your return label once your RMA (Return Merchandise Authorization) has been approved. Options include printing the label at home or presenting a QR code at the Post Office for scanning, where they will provide you with the label.For S Orders:Upon approval of your RMA, we'll email you an electronic return label from UPS. Simply print it and affix it to your package.Please note:A return fee will be deducted from y...

Question 25

How do I find out my shipping cost?

Accepted Answer

For a quick estimate of shipping costs, head to your cart and click on 'Calculate Shipping,' conveniently located under the Subtotal section. Enter your Country, State, and Zip Code, than press "Calculate" to see your shipping cost:

Question 26

Tracking Your Package & Delivery

Accepted Answer

For orders placed online or over the phone with a credit card, you will receive three shipping notifications either via email or text message (based on your preference). Notifications will be sent when:Your order has shipped.Your order is out for delivery.Your order has been delivered.However, for orders placed as a phone payment online, terms over the phone, or special orders, you will only receive a notification when the order has shipped.Important Note:While we strive to keep you informed,...

Question 27

I have a shipping account with UPS/FedEx, can I use it?

Accepted Answer

Absolutely!When completing your online purchase, just drop us a note under "Special Instructions" in the cart. Include:The Class of Service you prefer (e.g., UPS Ground or FedEx 2 Day).Your UPS, FedEx, or DHL Account Number.Is there a service charge for using my shipping account?Yes, there is a service charge, and here's the breakdown:$5.00 per package for domestic shipments.$20.00 per package for international shipments.Ensure you choose a shipping option during checkout that c...

Question 28

What if my package hasn't been delivered or is damaged?

Accepted Answer

Scenario 1: Package Not DeliveredWhen tracking your package, if the carrier indicates that it has not been delivered:Sometimes, the carrier may find the package in their system and deliver it later.Occasionally, the carrier might declare the package as lost after a certain period.In some cases, the carrier may declare the package as damaged or destroyed.The shipping charges you pay for packages valued over $250.00 USD include insurance for lost or damaged goods. If your carrier does not show ...

Question 29

International Address: No Delivery Methods Available

Accepted Answer

If you're shipping outside the United States and you're not seeing any delivery methods during checkout, it can be for one of the following reasons:Address ErrorOur Shopify powered website will use Google to suggest your correct address during checkout. Try using its recommendation. Often times it will solve the problem.Hazardous - No Air ShippingItems desginated hazardous can only ship via UPS Ground in the United States of America. Please remove any hazardous items for your cart. We...

Question 30

What happens if I refuse delivery of an international order?

Accepted Answer

If you refuse delivery you will be responsible for the original outbound shipping cost and any return shipping fees charged by the carrier. This policy applies even if the refusal is due to customs clearance issues, delays, or a change in your decision.

Question 31

What if my shipping address is incorrect?

Accepted Answer

Please verify your shipping address carefully before placing your order. If an address change is required after your package has shipped, UPS charges a $21 re-address fee for domestic shipments. This fee, along with any additional shipping charges, will be billed to you.

Question 32

How does Free Shipping work?

Accepted Answer

Otto Frei offers two types of free shipping within the contiguous United States:Orders $250 and under 10 lbs: Any order totaling $250 or more that weighs under 10 lbs qualifies for free shipping. You’ll see your progress toward this offer in the free shipping progress bar inside your cart.Free Shipping Specials (Always Free): Some items are tagged as Free Shipping Specials and always ship free on their own. These items do not count toward the 10 lb weight limit for the $250 free shipping thre...

Question 33

What Does It Mean When My Item Is Labeled “Hazardous” for Shipping?

Accepted Answer

When we say an item is hazardous, it means it’s regulated as a hazardous material (or hazmat) because it could pose safety risks if not handled properly. These materials require extra steps for shipping to ensure they’re transported safely and legally.For you as a customer, this means:Shipping is limited to the U.S. only.The order does not qualify for free shipping due to additional handling and safety requirements.You may see a surcharge during checkout that reflects compliance costs.You&#39...

Question 34

Why does shipping cost more than expected?

Accepted Answer

Honest answer: our break-even point per order is well over a hundred dollars. Rather than setting a high minimum that shuts out smaller orders entirely, we price shipping to encourage larger orders, the more you spend, the lower your shipping becomes as a percentage of your total. We also offer free shipping on orders over $250 and under 10 lbs for most US addresses.

So if there’s anything else you’ve been eyeing, pairing it with your current cart is a good way to bring that shipping cost down.

Question 35

How do I log into my Otto Frei account?

Accepted Answer

You now have several easy and secure ways to log in to your Otto Frei account:Sign in with Shop: If you already use Shop Pay, you can log in instantly with your Shop account.Sign in with Google or Facebook: Use your existing Google or Facebook account to access your Otto Frei account in just a click.Sign in with Email (One-Time Passcode): Enter your email address and we’ll send a secure one-time passcode (OTP) to your inbox. Enter that code on the login page to verify your identity—no passwor...

Question 36

How do I use the new Quick Order feature?

Accepted Answer

We’ve added a new Quick Order tab on select product pages to make it faster and easier to buy products with multiple options.Here’s how it works:Open the Quick Order tab on the product page.All available options are shown in a list with the option name (such as size or style), part number, price, and a quantity selector.Use the plus and minus buttons to choose the quantities you want.An Order Summary box on the right side of the page automatically updates with your selections and the total pr...

Question 37

How do I get a sales tax refund after submitting my exemption certificate?

Accepted Answer

If you placed an order on OttoFrei.com and later submitted your valid tax exemption certificate through our Exemption Certificate Wizard, we will refund the sales tax within 30 days of your order date.Important restriction:

Orders placed through third-party sales channels (such as Shop, Facebook, or Google) are not eligible for sales tax refunds. These platforms collect and remit sales tax on our behalf in all 50 states, and they do not support tax exemptions.When shopping directly on OttoFr...

Question 38

What is Shopify Promise?

Accepted Answer

Shop Promise highlights products that offer fast, reliable delivery in five calendar days or less. When you place an eligible order, you’ll see the Shop Promise badge along with an estimated delivery date. There are no subscription or membership fees to use Shop Promise.Eligible Shop Promise orders are backed by a limited guarantee from Shop. If your order arrives after the Shop Promise estimated delivery date, you may be eligible for $5.00 USD in Shop Cash to spend in the Shop app.Where you’...

Question 39

Is the email code you sent me a discount code?

Accepted Answer

No, the 6-digit code in your email is not a discount code or coupon. It's a one-time passcode for signing into your Otto Frei account.Why? Shopify, which powers OttoFrei.com, retired traditional passwords in 2025. Instead of a password, we send a temporary code to your email each time you sign in. This is more secure and means you have one fewer password to remember.How to use the code:Find the email from Otto Frei (subject line mentions "verification code" or "sign in&quot...

Question 40

Why didn't my tax exemption go through, or why is my state not listed?

Accepted Answer

Otto Frei collects sales tax in 23 states. If your state is in that list, the Submit Tax Exemption wizard walks you through the right form. If your state isn't in the list, you don't need to file a certificate at all (we don't tax you in the first place).States we collect sales tax inArizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, T...

Question 41

110V / 120V and 220V / 240V: Voltage and Warranty Guide

Accepted Answer

Why the voltage notice is thereSome of the power equipment we sell, including flex shafts, polishers, ultrasonic cleaners, steam cleaners, and pickle pots, is designed for one specific supply voltage and cannot be safely used on the other. Running a 110V / 120V unit on a 220V / 240V supply, or plugging a 220V / 240V unit into a 110V / 120V outlet, can damage or destroy the motor, create a fire hazard, and will void the manufacturer warranty. We flag the required voltage on affected product pa...

Question 42

What is the closeout sales policy?

Accepted Answer

Closeout products are inspected by Otto Frei and confirmed working, but they cannot be sold as new. Treat them as used: expect blemishes, signs of use, and open box packaging that may be worn or missing.All closeout sales are as is. Returns are accepted within 30 days of purchase. You pay the return shipping, and refunds do not include the original shipping or any duties, fees, or taxes from the purchase.Inspected before shipping. Every closeout item is inspected and confirmed working before ...

Question 43

Where can I find Otto Frei on social media?

Accepted Answer

We're on three platforms, and each one is good for something different:Facebook is where we post new arrivals, closeout deals, and shop news.Instagram has bench photos, tools in use, and what's new at the store. We've been at this since 1930 and the feed shows it.YouTube is our home for tool demonstrations and technique videos. If you're deciding between two models, start here.One thing worth knowing: social media inboxes are not a fast way to reach us about an order. For anyt...

Question 44

Are the precious metals you sell recycled?

Accepted Answer

Yes. The precious metal we sell is refined from recycled feedstock rather than newly mined ore, and we buy it from refiners who are audited by outside parties rather than self-certified.Sheet, wire, stock and casting grainOur primary silver, gold and platinum fabrication stock comes from domestic refiners whose facilities are certified under the SCS Global Services Recycled Content Standard. That certification means the feedstock is entirely pre-consumer and post-consumer scrap, with no direc...

Question 45

When will my order ship?

Accepted Answer

Order by 3:30 PM Pacific, Monday through Friday, and in-stock items usually ship the same business day. 3:30 PM Pacific is our usual cutoff, and we try our best to get later orders out the same day. Same business day shipping is not guaranteed, but our historical same-day shipping rate is over 90% of orders received on any business day.After the cutoffOrders placed after 3:30 PM Pacific ship the next business day. Orders placed Friday after 3:30 PM Pacific, or on Saturday or Sunday, start pro...

Question 46

Does Next Day Air arrive the day after I order?

Accepted Answer

UPS Next Day Air delivers on the next business day after your package ships, not the day after you place your order. Business days are Monday through Friday. Saturday, Sunday, and holidays are not delivery days for our expedited services.How the timing worksTwo things decide your delivery day: when your order ships, and how many business days the service takes from that ship date.Order by 3:30 PM Pacific, Monday through Friday, and in-stock items usually ship the same business day. Orders pla...

Question 47

Do you offer volume or bulk discounts?

Accepted Answer

Yes. Many of our products carry automatic quantity discounts. Add more of the same item to your cart and the discount applies itself at checkout. There is no code to enter.Eligible products show a savings badge on the product page with the exact quantity tiers, so you can see the price break before you add the item to your cart.Browse the current lineup of quantity deals on our Buy More, Save More page, or read how our volume-discount badges work for the full walkthrough.Please note: discount...

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