Help Center

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.

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

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 request the refund directly when filing your state taxes.

Contact us immediately if you would like to request a sales tax refund after placing your order.

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 get a copy of the transaction, click on "Print". DO NOT click on the date, you'll be unable to load the transaction. 

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 Forgot Password link on the Legacy Account Center login page to reset your credentials. If you still need help, please contact our support team and we’ll be happy to assist.

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.

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.

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.

The following states require Otto Frei to collect sales tax:

• Arizona
• California
• Colorado
• Connecticut
• Florida
• Georgia
• Hawaii
• Illinois
• Maine
• Maryland
• Massachusetts
• Michigan
• Minnesota
• Nevada
• New Jersey
• New York
• North Carolina
• Ohio
• Pennsylvania
• Texas
• Utah
• Virginia
• Washington

Please 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. 

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.

To place your order using your terms account:

1. Proceed to checkout without selecting any express checkout methods (Apple Pay, Google Pay, Venmo, Shop Pay, etc.).
2. If you are taken directly to the Shop Pay express checkout, scroll to the bottom of the page and select “Check out as guest.”
3. Continue through checkout as usual.
4. On the payment page, select “Phone Payment.”

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 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?"

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:

119 3rd St Oakland, CA 94607United States of America

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!

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.

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.

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 through checkout and select Phone Payment at the Payment step.

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.

Yes. Otto Frei has a minimum order requirement of $15 USD. If your order total is below $15, a surcharge of $15 will be automatically added to your shipping cost to meet the minimum order fee. 

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:

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 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!

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: 

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:

1. Your order has shipped.
2. Your order is out for delivery.
3. 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, please be aware that delivery issues are handled by the carrier. Once your shipment is with the carrier, our ability to intervene is limited. We strongly recommend signing up for notifications directly from the carrier to stay updated on the status of your delivery. Your satisfaction is our priority, and we appreciate your understanding in this matter.

Carrier Shipping Notification Links:

• UPS My Choice
• FedEx Delivery Manager
• USPS Informed Delivery
• DHL Pro View

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!

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.

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 Error

Our 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 Shipping

Items desginated hazardous can only ship via UPS Ground in the United States of America. Please remove any hazardous items for your cart. We apologize for the inconvience. 

Freight Items

Items designated as 'freight' can only be shipped via one of our freight carriers inside the United States of America (call for Canada or Hawaii).

Please remove freight items from your cart to check out online. If you still want to order the large item please give us a call to learn about alternative shipping options. International freight shipping charges are very expensive and can make shipping big heavy items like workbenches and rolling mills are prohibitable expensive.

Still No Delivery Methods Available?

If you still do not see any delivery methods and you're browsing our website during the business hours of 8:30 am - 5:00 pm PST, you can chat with us live. If you're browsing outside of business hours please send us an email at info@ottofrei.com. We will be able to get you a custom shipping quote and email you a link to checkout online. 

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.

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.

Otto Frei offers two types of free shipping within the contiguous United States:

1. 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.
2. 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 threshold. For example, you can add a Free Shipping Special plus 10 lbs of regular items and still qualify for free shipping.
   
   Oversized & Hazardous items will excluded you for any free shipping offer. Your cart will notify you of any items which disqualify your order.
   

Helpful Tip: If you combine Free Shipping Specials with more than 10 lbs of other products, shipping costs may increase. To maximize savings, we recommend placing separate orders when needed.

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'll only be offered Ground Shipping options at checkout

We know shipping charges can impact your purchasing decisions, which is why we offer free shipping in the contiguous USA on orders over $250 that weigh under 10 lbs. 

That said, shipping for small or lightweight items can sometimes seem higher than expected. Here’s why:

• Carrier Weight Rounding: Even if an item weighs only a fraction of a pound, carriers like UPS round all shipments up to the nearest 1 lb. That means shipping a 0.05 lb package costs the same as 1 lb.
• Safe Packaging: Many of our products are fragile and can bend, crack, or break in transit if not properly protected. To ensure safe arrival, we ship these items in sturdy boxes rather than envelopes or mailers. In the past, lighter packaging led to damage, so we no longer make exceptions.
• Rural Delivery Fees: Some addresses—especially in rural or remote areas—include extra carrier surcharges, which can increase shipping costs.
• Rising Carrier & Processing Costs: Since 2020, shipping rates have more than doubled across all carriers. At the same time, our processing costs for small orders have also increased. We only use carriers and service levels with proven reliability and strong customer service.
• International Shipping: There are no inexpensive choices for international shipments. We only offer fast, trackable services through reliable carriers and avoid postal systems with inconsistent service or complex agency involvement.

📦 While shipping charges may sometimes feel high compared to the size or value of an item, our priority is ensuring your tools and findings arrive safely, securely, and ready to use.

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 password required.
  

Why don’t we use passwords anymore?

Traditional passwords can be difficult to remember and often become less secure over time. Many customers reuse the same password across websites, which increases the risk of account breaches. By removing passwords, we make it:

• More secure: One-time passcodes and verified sign-in options (Shop, Google, Facebook) are harder for attackers to guess or steal.
• More convenient: No need to reset forgotten passwords or keep track of multiple logins.
• Faster: Most customers are already signed into Shop, Google, or Facebook, so login takes just a tap.

If you share an account with others in your business, we can also help set up multi-user access so everyone gets the access they need without sharing a single password.

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 price. This box scrolls with the page so you can always see it.
• When ready, click Add All to Cart and every item you selected will be added at once.
  

Why customers love Quick Order:

• Saves time when ordering multiple variations.
• Lets you compare part numbers and prices side by side.
• Works on desktop, tablet, and mobile.

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 OttoFrei.com, sales tax is only collected in certain states where required by law. For a full list of states, see our article: Why am I being charged sales tax?

This way, exempt customers can shop confidently knowing their order is covered once their certificate is approved.

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’ll see the badge

Look for the Shop Promise badge in these places:

• Eligible product pages
• Checkout (on eligible orders)
• Order confirmation page
• In the Shop app (on your order)

Estimated delivery dates are calculated using details like when you placed the order and where it’s being delivered.

Requirements for the $5 Shop Cash credit

To qualify for the limited‑guarantee credit from Shop:

1. Your order must display the Shop Promise badge at purchase.
2. The package was delivered after the Shop Promise estimated delivery date shown for your order.
3. You claim within 30 days of the first attempted delivery (details below).

Account requirement to claim:

• If you paid with Shop Pay, you can claim directly in the Shop app.
• If you paid with another method, you’ll need a verified Shop account and Shop Pay account to submit your first claim. (After setup, you can claim in the Shop app.)

How to claim (orders paid with Shop Pay)

1. Open the Shop app and go to the Orders tab.
2. Tap the order that was delivered late.
3. Tap the Shop Promise banner showing the estimated delivery date.
4. Tap “Claim your $” and follow the prompts.

How to claim (other payment methods)

If this is your first claim and you didn’t use Shop Pay at checkout, set up and verify both a Shop and Shop Pay account. Then:

1. Open the Shop app and go to the Orders tab.
2. Tap the order you want to claim against.
3. From the Shop Promise dialog, tap “Claim your $” and follow the prompts.

Deadlines & other details

• Claim window: You must claim within 30 days of the first attempted delivery. Unclaimed Shop Cash expires after this window.
• Using your credit: Once claimed, you’ll have 180 days to use your $5.00 Shop Cash in the Shop app.
• Amount: The limited guarantee credit is $5.00 USD in Shop Cash per eligible late Shop Promise order (as determined by Shop).
• Fees: There are no subscription or membership fees for Shop Promise.

Who provides support?

• Program owner: Shop (Shopify). Shop Promise, eligibility, and Shop Cash credits are managed by Shop, not Otto Frei.
• Where to claim: All claims are made in the Shop app via your order details.
• About your order: Otto Frei is happy to help with product or order questions(e.g., item issues), but we can’t issue or modify Shop Cash—that’s handled by Shop.