At OTTO, we are proud to offer our delivery services to customers located in Canada.

We recognize the interest from potential customers residing beyond our current service boundaries and are diligently working on expanding our delivery network. Your understanding and patience as we navigate this growth phase are greatly appreciated.

For those residing outside of Canada and interested in our furniture, we offer a personalized solution. We invite you to contact us directly for a quote tailored to your specific location. This approach allows us to explore feasible options to meet your furniture needs, even if you're currently outside our standard service area.

Stay informed about our expansion and other company announcements by signing up for our newsletter or following us on social media. Your interest in OTTO fuels our commitment to broaden our service reach, with the aim of catering to customers throughout North America in the near future.

Should you have any questions or need further assistance regarding our delivery services or any other aspect of our operations, our customer support team is readily available to help. Providing you with the best possible service experience is our top priority.

Thank you for considering Otto for your furniture needs. We are excited about the prospect of serving you and are committed to extending our delivery capabilities to include more customers across North America.

In-Stock Items: Most in-stock items are processed within 1-3 business days.

Out-of-Stock Items: Out-of-Stock Items: For items currently unavailable, please allow 8-10 weeks for processing time. As our products are shipped overseas, shipping times can be influenced by various factors, including port congestion and weather conditions. We will keep you updated on your order's progress as best as possible. Please feel free to reach out to us if you have questions

Delivery times typically range from 1-2 weeks,depending on your location.Once your order has been processed (we've received your product at our Calgary Warehouse),you will receive an estimated delivery date.

Shipping rates are based on the largest item in your order. (If you order multiple items, your delivery fee will be based on the largest item only).

Alberta, British Columbia, and Saskatchewan:

• Small Package: $30
• Standard Package: $75
• Sofas: $150

All other Provinces:

• Small Package: $75
• Standard Package: $150
• Sofas: $300

We’re committed to providing you with the best possible value. To achieve this, we continuously work diligently with our service providers to optimize shipping costs. We will update these costs as much as possible without impacting our service.

White glove services for larger items (such as sofas, beds, and dining tables) can be arranged. Please reach out to us for a quote.

We work closely with our delivery partners to ensure smooth and efficient deliveries and will offer white-glove service whenever possible, especially for larger items. However, please note that rescheduling a scheduled delivery will incur a $150 fee.

If you decide to return your order, we're happy to assist you. Please be aware that a $150 return shipping fee will be deducted from your refund. This fee helps offset the costs associated with packing, shipping, and handling the returned items.

Local pickups are available for free. Our warehouse is located in Calgary. Once we have your products in stock, we will reach out to you to coordinate a time for pickup.

Local returns are also available for free, provide you have all original packaging and are within the 30-day return window.

We offer a 30-day return policy on all our orders. If you decide your piece isn’t quite right, we're here to help. You can initiate a return or exchange up to 30 days from the date of delivery.

Please see our full Refund & Exchange policy here.

We hope you enjoy our products as much as we do! If you decide your piece isn’t quite right, you have up to 30 days from the date of delivery to return or exchange your item(s).

We will accept returns and exchanges of eligible items in new and unused/resalable condition, in our sole discretion within 30 days of receipt with a valid proof of purchase. Shipping fees will not be refunded. 

Customers are responsible for return shipping costs.

Certain items cannot be returned, exchanged, or canceled, including personalized items, Custom or Made to Order Furniture, items purchased as final sale, store floor samples, live botanicals, cut yardage of fabric, and items used and/or damaged through normal wear and tear. Shipping charges are not refundable. Other restrictions may apply.

To start a return, or for any questions, please reach out to us at info@shopotto.ca. 

Items sent back to us without first requesting a return will not be accepted.

For exchanges, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

To initiate an exchange or refund, please reach out to our team at info@shopotto.ca.

Please see here for our full returns & exchange policy.

Local returns (you bring the product back to our warehouse) is available for free, provided the product is in as-new conditions, original packaging is available, and you initiate the return within 30-days of receiving the product.

To initiate a defect or damage claim on brand new items, please contact us within 48 hours of delivery of your item(s). You will be asked to provide photos or short videos of the defect in question, including visible damage to packaging if applicable.

We provide full refunds for orders that are cancelled before they leave our warehouse. If an order is cancelled after starting its journey to you, a return shipping fee of either $150 (for larger items) or $75 (for smaller items) plus applicable taxes will be deducted from your refund total. 

If you have any issues with the quality of your product, please get in touch. To help us assess the issue, please send photographs of the product taken from various angles and distances. If possible, include photos of the box the product arrived in, as it may have been damaged during transport.

Our manufacturer’s warranty covers defects in materials and workmanship for one year from a product’s date of delivery. If you experience issues with your OTTO piece, please let our team know. We will organize replacement parts, repairs, and, in necessary cases, complete replacements.

Warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes will not be covered by the OTTO warranty.

Credit Card

We accept all major credit cards (Visa, Mastercard, American Express). At this time we are unable to accept credit card payments for billing addresses outside of North America.

PayPal

We accept PayPal. This option is recommended if you are required to use a billing address outside of North America.

We collect sales tax in provinces or states where we are required to by law. Any applicable taxes will be clearly shown at checkout.