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a. Processing and shipping time

Orders will be put into production within 12 hours (in business days) after OTB confirms the customer's order.

- If your order is confirmed by OTB after 6 pm (UTC + 7) or on the last half business day of the week, please understand that your order will be manufactured by OTB on the next business day.

- Your order will be confirmed by OTB when it meets the following conditions:

  • Order with complete and accurate information, meet OTB's requirements: Print file, product, recipient information, shipping address...
  • Order cost has been paid and confirmed by OTB.

Processing time of the order will be calculated by the longest processing time of the product in the order. For example: An order includes 1 mask (processing time: 4 business days) and 1 quilt (processing time: 5 - 7 business days) => the production time of that order is 5-7 business days.

- Processing and shipping time of each product: check CATALOGUE

- For special events (natural disasters, epidemics, etc.) that affect the shipping time, OTB will issue a specific notice of the reason and delay in transit. delay for the customer to take measures to make the right arrangements for his or her orders.

b. About tracking number and Shipping Label
  • For all over print 3D products:

      - OTB will give the preshipment tracking number for the customer after 2-3 working days from the date of receiving the order.

      - If more than 3 working days since the date of submitting your order to OTB, you have not received the tracking number, please contact OTB's customer service (via the chat widget at the OTB app or inbox to the OTB official fanpage ).

      - The new tracking will show Pre-shipment status (new update status expected in about 10 - 12 business days). With worldwide orders, the tracking won’t be available until the package has reached the destination country’s post office (expected in about 13 – 15 business days). After the package reaches the US post office or destination countries, tracking will be active and update the new status.

      - If you ordered more than 20 days ago and your tracking is still not active, please contact OTB customer service.

      - Note: There will be some cases where the tracking number changes during shipping due to some reasons, OTB will notify customers to update again.

  • For 2D print products made in the US:

      - OTB will return the actual tracking number to the customer after the product is manufactured and ready for delivery.

      - If you have not received the tracking number beyond the production period of your products, please contact OTB customer service.

      - Note: There will be some cases where the tracking number changes during shipping due to some reasons, OTB will notify customers to update again.

  • Shipping label:

    • Shipping label is a label stamped on the parcel, goods, pallet, container that indicates important information about the package so that the carrier can transport a package from origin to receiver.

    • The shipping label has the following form:

    • For orders shipped to the US, the carrier is DHL eCommerce US / USPS. The country of origin indicated on the parcel is the US.

    • For orders shipped outside the US, the carrier is Royal Mail. The country of origin indicated on the parcel is the UK.

    • OTB will provide the shipping label with tracking for Merchant, if Merchant needs a shipping label file, please contact OTB customer service and provide the order name and ID label, support will check and send you the shipping label image file.

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