FAQs


1   ORDER ISSUES

    HOW WILL I KNOW IF MY ORDER IS READY?

    You will receive an order confirmation email via your stated email address.

 

    WHAT SHOULD I DO IF I’M MISSING AN ITEM IN MY ORDER?

    Please contact us at +65 6732 2383 or email sales@otsaw.com with:

  •      Order ID of missing item(s)
  •         Product Name and Model

     We will get back to you and resolve the issue as soon as possible.

 

    WHAT SHOULD I DO IF I RECEIVED A FAULTY ITEM IN MY ORDER?

    Please contact us at sales@otsaw.com with:

  • Order ID
  • Product Name and Model
  • Description of the fault

    We will get back to you and send the replacement item as soon as possible.

 

    WHAT SHOULD I DO IF I RECEIVED AN INCORRECT ITEM IN MY ORDER?

    Please contact us at sales@otsaw.com with:

  • A screenshot of the incorrect item(s)
  • Order ID, Product Name and Model of missing item(s)

    We will the resolve issue as soon as possible.

 

    CAN I CANCEL MY ORDER AFTER I’VE PLACED IT?

    We have a no cancellation policy for all orders

 

    HOW CAN I PAY FOR MY ORDER?

    You may make payment through PayPal or the following credit cards:

  • Visa
  • MasterCard
  • American Express
  • Discover


2   SHIPPING & DELIVERY


    CAN I DO SELF-COLLECTION?

Absolutely, you may collect your order from the OTSAW HQ in Singapore. Please bring along a softcopy/hardcopy of your order confirmation email for verification.


We are located at:

12 Kaki Bukit View

Singapore 415948

 

Operating Hours:

Mondays to Fridays only

9am-6pm

Your order will be ready within the next business day of placing your order.


    ARE THERE ANY CHARGES FOR ORDER DELIVERY?

    Yes. We charge a flat fee of $100, regardless of delivery location.

 

    DO YOU DELIVER WORLDWIDE?

    We currently deliver within Singapore only.

 

    HOW DO I CHANGE MY ADDRESS OR ADD A NEW ONE?

    Simply login to your OTSAW account and click on Address Book. Choose “edit” to change an existing address and “add” to include a new address.

 

    MY ORDER HASN’T BEEN DELIVERED, WHAT SHOULD I DO?

    Login to your OTSAW account and click on Order History to check the order status:

  • CONFIRMED: Order hasn’t been shipped
  • SHIPPED: Order is on its way and should take 3-5 business days to get to you
  • COMPLETED: Order should have been received. If your order hasn’t arrived, please contact us at +65 6732 2383 or email sales@otsaw.com for us to assist you further.

 

3  RETURNS & REFUNDS

 

    WHAT IS OTSAW’S RETURNS POLICY?

We have a no returns policy for all orders, with the exception for defective item(s) which fall under warranty. See Section 4 for more details on our warranty policy.


4  WARRANTY

 

    WHAT IS THE SCOPE OF THE WARRANTY?

    We provide repairs for defective item(s), which will take 3-5 business days.policy, you will receive your credit note via email.

 

    HOW DOES THE WARRANTY CLAIM PROCEDURE WORK?

Please contact us at +65 6732 2383 or email sales@otsaw.com with:

  • Order ID
  • Product Name and Model
  • Description of the fault

Once we have determined the eligibility for warranty, you may do a self return at the OTSAW HQ or arrange for us to collect the defective item(s) from the location of your choice, for a charge of $100.

Please have on hand the original hardcopy of the proof of purchase.


We are located at:

12 Kaki Bukit View

Singapore 415948


Operating Hours:

Mondays to Fridays only

9am-6pm


CAN’T FIND WHAT YOU’RE LOOKING FOR?


Contact us at sales@otsaw.com and we will get in touch with you.