FAQ
What are your business hours?
Our office is open Monday to Friday, Central European Time (CET), from 03:00 to 12:00.
Do I have to pay customs fees or additional taxes?
No. OOTD covers all shipping costs, taxes, and duties. You do not need to pay anything extra.
Where do you ship from and to?
Scooters purchased from our official website in Europe are shipped from our warehouse in Poland (3–7 business days).
Spare parts and accessories purchased separately are shipped from China (typically 15–20 business days; delivery will be completed within 30 days).
We ship to EU countries, except Cyprus, Malta, and Ireland. For other locations, please contact support@o-otd.com.
Spare parts and accessories purchased separately are shipped from China (typically 15–20 business days; delivery will be completed within 30 days).
We ship to EU countries, except Cyprus, Malta, and Ireland. For other locations, please contact support@o-otd.com.
How long does it take to receive my order?
Processing time: 1–2 business days after order confirmation. Orders are not processed on weekends or public holidays.
Shipping time:
From Poland: 3–7 business days
From China: 15–30 business days (completed within 30 days)
Shipping time:
From Poland: 3–7 business days
From China: 15–30 business days (completed within 30 days)
How can I track my order?
Once your order is dispatched, you will receive an email with a tracking number and a link to the carrier’s tracking page.
You can also track your order via our website: Track Your Order, which provides full logistics tracking.
If you do not receive a tracking email, please contact support@o-otd.com.
You can also track your order via our website: Track Your Order, which provides full logistics tracking.
If you do not receive a tracking email, please contact support@o-otd.com.
Do you offer dropshipping?
Yes, dropshipping is welcome.
What should I do if my goods were damaged upon delivery?
Inspect your scooter immediately upon delivery, preferably in the presence of the delivery person.
Report any shipping damage as soon as possible to support@o-otd.com, providing photos or videos if requested.
Recommended reporting time: within 7 days of delivery. Reports after this period are still accepted within the legal 14-day window but may require additional verification.
OOTD will review the evidence and arrange repair, replacement, or refund for verified shipping damage.
Report any shipping damage as soon as possible to support@o-otd.com, providing photos or videos if requested.
Recommended reporting time: within 7 days of delivery. Reports after this period are still accepted within the legal 14-day window but may require additional verification.
OOTD will review the evidence and arrange repair, replacement, or refund for verified shipping damage.
How do I make a return?
To request a return, email support@o-otd.com with:
1) Order number
2) Item(s) to return
3) Reason for return
Return conditions:
Voluntary returns: Must be requested within 30 days of delivery. Item must be unused or lightly used (less than 10 km on the display), with all original accessories and packaging. Customers cover return shipping costs.
Defective or incorrect products: OOTD provides a prepaid return label and covers return shipping after verifying the claim.
Not eligible: Items from unauthorized resellers, damaged by the customer, gifts or promotional items, accessories/add-ons not purchased directly from OOTD.
1) Order number
2) Item(s) to return
3) Reason for return
Return conditions:
Voluntary returns: Must be requested within 30 days of delivery. Item must be unused or lightly used (less than 10 km on the display), with all original accessories and packaging. Customers cover return shipping costs.
Defective or incorrect products: OOTD provides a prepaid return label and covers return shipping after verifying the claim.
Not eligible: Items from unauthorized resellers, damaged by the customer, gifts or promotional items, accessories/add-ons not purchased directly from OOTD.
How long does it take to receive a refund?
Refunds for approved returns are processed within 14 days after OOTD receives and inspects the returned item. A credit will be applied to the original payment method, depending on your bank’s processing time.
Shipping fees: Non-refundable for voluntary returns. For defective or incorrect products, OOTD covers return shipping.
Shipping fees: Non-refundable for voluntary returns. For defective or incorrect products, OOTD covers return shipping.
What about warranty claims?
Warranty covers manufacturing defects for 2 years from purchase.
Replacement parts are provided free of charge; full scooter return is only required if replacement parts cannot resolve the issue.
Unauthorized repairs, misuse, accidents, environmental damage, water immersion, or battery misuse are not covered.
Contact support@o-otd.com or sophie@o-otd.com with photos/videos and your order number. OOTD will respond with a proposed solution within 1–10 business days.
Replacement parts are provided free of charge; full scooter return is only required if replacement parts cannot resolve the issue.
Unauthorized repairs, misuse, accidents, environmental damage, water immersion, or battery misuse are not covered.
Contact support@o-otd.com or sophie@o-otd.com with photos/videos and your order number. OOTD will respond with a proposed solution within 1–10 business days.