Shipping policy

Shipping Policy

Last Updated: September 14, 2026

At Otjem, we work to make sure your order is processed carefully and delivered to you as quickly as possible.

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully received.

Once your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking information when tracking is available.

Please allow additional processing time during holidays, promotional periods, or periods of unusually high order volume.

Shipping Time

Our standard estimated delivery time is:

8–14 business days

Delivery times are estimates and begin after your order has been processed and shipped. Actual delivery times may vary depending on the destination, shipping carrier, customs processing, weather, holidays, and other circumstances outside our control.

Shipping Rates

Available shipping options and applicable shipping charges will be displayed at checkout before you complete your purchase.

Shipping rates may vary depending on the destination, product, package size, weight, and shipping method selected.

Order Tracking

When tracking information is available, we will provide it by email after your order has been shipped.

Please allow some time for the carrier's tracking system to update after the tracking number is issued. In some cases, tracking information may take several business days to show movement.

International Shipping

Otjem may ship orders to selected destinations internationally.

International orders may be subject to customs duties, import taxes, tariffs, brokerage fees, or other charges imposed by the destination country.

Unless otherwise stated at checkout, customers are responsible for any applicable customs duties, import taxes, tariffs, or other fees charged by the destination country or carrier.

Customs requirements and charges vary by country. Otjem does not control these charges or the time required for customs clearance.

For international orders, customers should ensure that the shipping address and contact information provided at checkout are accurate and complete.

Shipping Delays

Although we work with our shipping partners to deliver orders within the estimated timeframe, delays can occasionally occur.

Possible causes of delays include:

Severe weather
Carrier disruptions
Customs clearance
Incorrect or incomplete shipping information
Public holidays
High shipping volumes
Transportation delays
Events outside our control

If your order is delayed beyond the estimated delivery period, please contact us so we can help investigate the shipment.

Incorrect Shipping Address

Please carefully review your shipping information before completing your order.

If you provide an incorrect or incomplete address, contact us as soon as possible. We will do our best to assist before the order is shipped.

Once an order has been shipped, we may be unable to change the delivery address.

Otjem is not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer.

Lost or Damaged Packages

If your package arrives damaged, please contact us as soon as possible and provide photographs of the damaged package and product.

If your tracking information shows that a package was delivered but you cannot locate it, please first check with household members, neighbors, and the shipping carrier.

If you still cannot locate your package, contact us so we can assist you with the next steps.

Split Shipments

Depending on product availability and fulfillment arrangements, items from the same order may occasionally be shipped separately.

If this happens, you may receive separate tracking information for each shipment.

Delivery Estimates

Delivery estimates provided by Otjem are not guaranteed delivery dates. Once an order has been handed to the shipping carrier, delivery is subject to the carrier's network and circumstances beyond Otjem's direct control.

We appreciate your patience if an unexpected shipping delay occurs.