Frequently Asked Questions

In My Account you will find the order history of any online order placed after February 7, 2023. These orders will start with the letters WS. 

If you're looking for transactions earlier than February 7, 2023 and that transaction starts with the letter S (Sales Order), R (Receipt), or N (Invoice), please login to our Legacy Account Center where you can download PDF copies of all your earlier transactions. 

OttoFrei.com offers automatic product bulk discounts on eligible products, applied during checkout. These discounts aggregate across all qualifying products sharing the same Bulk Discount category. 

Important Notes:

• If an item qualifies for multiple product discounts, only the largest discount will be applied.
• Product discounts cannot be combined with Order Discounts. 
• If you enter a order discount coupon code, our website will only apply it to your order if it results in a larger discount than the product discounts you're already receiving.

Here's a breakdown:

1. Bulk Discount: Save Up To 50% on Beading Tools:

   • 10+ items: 20% off
   • 50+ items: 30% off
   • 100+ items: 40% off
   • 300+ items: 50% off

2. Bulk Discount: Save Up To 12% on Polishing Consumables, Batteries, Gemstones, Gravers:

   • 3+ items: 5% off
   • 5+ items: 10% off
   • 10+ items: 12% off

3. Bulk Discount: Save Up To 20% on Individual Files, Pliers & Cutters, Saw Blades, Sterling Silver & Yellow Gold Filled Findings:

   • 3+ items: 5% off
   • 6+ items: 10% off
   • 12+ items: 20% off

4. Bulk Discount: Save Up To 20% on Burs & Drills:

   • 2+ items: 10% off
   • 4+ items: 15% off
   • 12+ items: 20% off

For any further clarification or assistance, feel free to reach out. Happy shopping!

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 instructions box and we will apply the balance to your order and refund you that amount to your credit card

.  

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

Enter the gift card code during checkout:

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.

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?"

To place your order via wire transfer, kindly leave a note on the cart page. Proceed to checkout and refrain from selecting one of the express checkout methods such as Apple Pay, Google Pay, Venmo, Shop Pay, etc.

If you find yourself directed to the Shop Pay express checkout method, this might occur if you've previously used Shop Pay on another website powered by Shopify Payments. Scroll down to the bottom of the page and click on 'Check Out as Guest'.

Now proceed through checkout in the usual manner. Upon reaching the payment page, select 'Phone Payment.' We will promptly get in touch to finalize your order. For expedited assistance, feel free to contact us directly.

To place your order using your terms account. Proceed to checkout and refrain from selecting one of the express checkout methods such as Apple Pay, Google Pay, Venmo, Shop Pay, etc. If you've been taken directly to the Shop Pay express checkout scroll down to the bottom of the page and select "check out as guest". Than proceed through checkout in the usual manner. Upon reaching the payment page, select 'Phone Payment.' 

Our Shopify powered checkout uses Shop Pay to make your checkout experince 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 through checkout and select Phone Payment at the Payment step.

Coupon codes are applied during the checkout process. Here are some key details:

1. Number of Coupon Codes:

   • You can apply up to a total of 5 coupon codes to a single order.

2. Inclusive of Automatic Discounts:

   • This limit includes automatic discount codes, such as bulk discount pricing and free gifts.

3. 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.

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.

You will then be able to choose a new express payment method or enter your information directly.  The options that display will vary depending on your device:

If you prefer to complete your purchase using a credit card or opt for phone payment (applicable to terms customers and ACH/Wire transactions), kindly provide your address in the form located under the "Or continue to Pay With Your Credit Card"  and proceed through the checkout process.

The Legacy Customer Account Center, accessible in My Account, allows you to retrieve the following order history dating back to August 2015:

• Sales Orders (S#)
• Cash Sales (R# refers to receipts for credit card and cash sales)
• Invoices (N#)
• Payments (P#)

Q: Is my OttoFrei.com password shared with the Legacy Customer Account Center?

No, the Legacy Customer Account Center operates independently and does not share the password you use on OttoFrei.com.

Q: What should I do if I have trouble logging in?

If you encounter any login issues, you can use the "Forgot Password" link conveniently located on the Legacy Account Center Login Page. This will guide you through the necessary steps to regain access to your account. If you need further assistance, feel free to reach out to our support team.

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. 

1. Click on See Orders
2. Once 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:
3. The filters section will allow you to choose: Transaction Type, Date, Status, and Style.
4. Select which type of transaction you're looking for:
   Sales Orders = The order you placed with Otto Frei.
   Cash Sale = If you paid via Credit Card or Cash, this is your Receipt.
   Invoice = If you have an account with us, this is your invoice.
   Credit Memo = Your Return of a cash sale or invoice. A credit memo for a cash sale is always refunded to the original payment method. A credit memo for an invoice can have a status of open, allowing you to apply the credit to a current or future invoice pending payment.
5. To geta copy fo the transaction, click on "Print". You can not get additional details by clicking on the date of a transaction.

If you have a current and verifiable resale license for the State your order ships to, you will need to have that document linked to your Otto Frei account.  Once linked, we can process your request for a sales tax refund.  Request for refunds must be sumbitted within 30 days of invoice date. Resale items are findings, metals and gemstones.  Tools and anything that you are the final user of are always taxable. After 30 days you will need to process a claim when filing your state taxes. 

Please contact us immediately regarding sales tax refunds and we will review your case.

We will not be able to make changes to your order once it has been shipped.  

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.

We understand the importance of ensuring your satisfaction with our products, and we are dedicated to providing support in resolving any issues that may arise. Feel free to contact us for further assistance or clarification.

Delivery Issues

Please be advised that shipping costs are non-refundable for any international orders returned to us due to delivery issues. Non-refundable circumstances include, but are not limited to:

1. Incorrect address provided or approved by the customer.
2. Refusal of delivery by the recipient.
3. Refusal to pay duties, fees, and taxes associated with the shipment.
4. Lack of response to contact attempts by the shipping carrier or our company.
5. Customer disputes with local customs authorities.
6. Incorrect contact information (email or phone) provided or approved by the customer.
7. Restrictions or regulations imposed by local government or the carrier that prevent delivery of the product.

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:

1. Restocking Fee: Whether a restocking fee is necessary.
2. Returning Shipping Cost: If returning shipping cost is required.
3. Eligibility: If the item meets the criteria for return.

Customer Error Returns:

If the reason for return is deemed a customer error, we'll calculate the shipping cost to return your order, and this amount will be deducted from your refund.

Approved Returns:

Once your return is approved, you'll receive a label to ship your package back to us. We're committed to making your return process as smooth as possible. If you have any questions or need assistance, don't hesitate to reach out!

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 clarification, feel free to reach out to our customer support team for assistance.

For WS Orders (Submitted Online):

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 (Submitted via Phone):

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 your refund to cover the cost of return shipping. This fee will be applied to all returns unless the item is defective or incorrect

If you do not have access to a printer, we offer the option to mail you the return label for a fee of $1.00. This amount will be deducted from your refund total.

We're committed to making your returns as convenient as possible. If you have any questions or require assistance, feel free to reach out to our customer support team. Your satisfaction is our priority!

No, 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.

Q: How can I prepare for these additional charges?

It's essential to be aware that extra fees might apply. It's your responsibility to check with your government regarding the amount and timing of duties and fees.

For a quick estimate of shipping costs, head to your cart and simply 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: 

Scenario 1: Package Not Delivered

When 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 the package as delivered, or if the goods inside are damaged, we can assist you.

Scenario 2: Package Delivered, But Not Received

When tracking your package, if the carrier states that the package has been delivered, but you cannot locate it:

• Conduct a thorough search and check with neighbors.
• If unsuccessful, assume the package may have been stolen.

Next Steps:

• Contact the police, report the theft, and request a police report.
• Reach out to your credit card company to explore insurance protection. Many cards offer buyer protection plans that cover stolen packages.

Important Note:

Neither Otto Frei nor the carrier is responsible for theft. While we empathize with you as a victim of a crime, we cannot credit your purchase or send a replacement order at no charge. The shipping charges you pay for packages cover you for lost or damaged goods valued over $250.00 USD but do not extend to loss from theft. However, you may have coverage for theft through your home insurance or credit card.

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 covers this service charge. Once we confirm your details, we'll refund you the difference between the shipping charge and the service charge.

Alternatively, you can opt for "Phone Payment" during checkout and then ring us at 800.772.3456 to finalize your order. We're here to make your ordering process as smooth as possible!

The following states require Otto Frei to collect sales tax on the cost of shipping: 

• Arkansas
• Connecticut
• Georgia
• Illinois
• Kansas
• Kentucky
• Michigan
• Mississippi
• Nebraska
• New Jersey
• New Mexico
• New York
• North Carolina
• North Dakota
• Ohio
• Oklahoma
• Pennsylvania
• Rhode Island
• South Carolina
• South Dakota
• Tennessee
• Texas
• Utah
• Vermont
• Washington
• West Virginia
• Wisconsin 

Absolutely! In-store pickup is available for orders that meet one of the following criteria:

1. Weight Requirement: Orders over 75 lbs.
2. 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:

Feel free to reach out if you have any questions or need assistance with the in-store pickup option. We're here to help make your shopping experience as convenient as possible!

Yes, tools are always taxable.  Any items you are the final user of are considered taxable by State tax boards.  For example, solders that you are the final user of are considered taxable by State Tax Boards.

Resale items are findings, metals and gemstones. These items can be non-taxable if you have a current resellers tax license for the state your items are shipped to.