FAQ - Frequently asked questions

DHL Express
All orders received by us by 7:00 PM will be shipped the same day. Within Germany, your shipment will be delivered by DHL Express on the next business day. Saturday delivery within Germany is available for an additional charge. Please select the shipping method "DHL Express Saturday Delivery" on the order completion page.

UPS
All orders received by 6:00 PM will be shipped on the same day. Within Germany, your shipment will be delivered by UPS on the next business day. Saturday delivery within Germany is possible for an additional fee. Please select the "UPS Saturday Delivery" shipping option on the order completion page.

FedEx
All orders received by 5:30 PM will be shipped on the same day. Within the EU, delivery takes 1-2 business days. You can find detailed information about shipping times to your delivery address in the overview of your customer account or on the order completion page. Saturday delivery is not possible.

For more information, please refer to our Delivery Information.

GLS
All orders received by 2:30 PM will be shipped on the same day. Within the EU, delivery takes 1-5 business days. Saturday delivery is not possible.

For more information, please refer to our delivery information.

Once you have placed an order through the shop and the package has been shipped, you can view the corresponding tracking number in your customer account under the details of your order. Additionally, you will receive the link to the package tracking in the email of your invoice.

From a net order value of 250, - € we deliver free of shipping costs within Germany (excluding DHL Express Saturday delivery) .

For more information on free international shipping, please see our delivery information .

Your goods will be packed by us in the best possible way. If you nevertheless find damage that can be traced back to the transport, we will be happy to help you. In order to ensure the fastest possible processing of the transport damage, please send us appropriate photos to Mrs. Valentina Dik v.dik@otara.de using the checklist below. Please be sure to include your invoice number. Ms. Dik will then contact you to clarify the transport damage.

The following photos are required by the transport service provider for photo documentation:

• A photo showing the damaged item and its packaging in the box
• A photo of the damaged item
• A photo of the packaging material used
• A close-up of the shipping label with the control number (usually starts with 1Z)
• A close-up of the carton manufacturer's certificate (round stamp on the outside of the carton)
• Two photos showing all six sides of the package (one showing the top and two sides, the other showing the bottom and opposite sides)
• The dimensions of the box, including height, length width of the package, are also needed

In Germany, you have the choice between DHL Express and UPS. For international deliveries, you have FedEx, UPS, and GLS available.

Batteries are classified as hazardous materials and must be appropriately labeled when shipped. The special handling of these packages and the increased security efforts of the shipping provider require a hazardous materials surcharge of €0.99 *.

Shipments containing hazardous materials are sent exclusively via DHL Express (within Germany) and FedEx (outside Germany, EU).

You will receive your original invoicees by e-mail on working days during the evening. In addition, you have the option to retrieve the invoices in your customer account on otara.de. To do so, simply open the corresponding order in your customer account order overview, click on "View" and then on "Download invoice".

Every Wednesday you will receive an e-mail with your items that are in arrears. The articles will be sent to you as soon as possible after receipt of the goods. If you find that you no longer need one or more items from your backlog, we ask you to reply to the corresponding e-mail and to inform us which items should be removed from the order with a credit note.

In some cases it is unfortunately not possible to determine the exact delivery time. All items are shown with an average delivery time of 10-14 days. In many cases the articles are available again sooner. In urgent cases, you have the opportunity to request more detailed information from purchasing. To do this, please send us an email to einkauf@otara.de .

A subsequent change of an order is unfortunately not possible for technical and logistical reasons.

Oops, a mistake must have crept in! Please contact our Service Hotline Tel: +49 2941 256050 or your contact person so that we can help you quickly.

The warranty period is 12 months from delivery. For more information on this subject, please refer to our General Terms and Conditions .

We place a very high value on the quality of our spare parts, nevertheless it can unfortunately sometimes happen that an item is faulty. You can return this item with our return form . Simply fill out the return slip comfortably on your PC, print it out and enclose it with the article in the package. Send the package to us with your preferred shipping service provider.

We will refund you a shipping fee of 4,12€ net in case of a credit note, provided that no further articles from the return have to be sent back to you.

For justifiably claimed items you will receive replacement goods or a credit bill, depending on what you have indicated on the return form.

You can find all further information on our return form .

We need a maximum of five working days after receipt of the return to process a returned shipment. If you have any questions about a returned shipment, please contact us directly by email rma@otara.de or phone +49 2941 2560560 .

Your credit bill will be paid out to the bank account you entered on the return bill. otara does not offset credit notes against open invoices.

A goodwill return of new goods is only possible under the following conditions:

• Item must be in unopened as well as unlabeled original packaging.
• Article may be a maximum of 30 days old (date of sale to the date of sending)
• There is a handling fee of 5€ net per item
• otara is entitled to exclude an item from return if necessary
• Seal on/on the packaging (if present) must be intact

First click on the icon at the top right of our page and then register. Provide all important information - mandatory fields marked with * - to activate your customer account. You will receive an email about the activation, usually within an hour.

The relevant data can be found in the overview of your Customer accounts .

If you have forgotten your password, click forgot your password in the login area. Please then enter the email address by which you registered your user account. We will then send you a link to change the password.

If you have forgotten your email address or sending the password does not work, please contact us directly.

If you wish to change the user data (e-mail, company name, contact person) or change the company name, please send us an e-mail to info@otara.de.

The quality of our spare parts as well as the personal contact with you and your general satisfaction are our top priority. We are happy if you want to give us feedback. Be it positive or negative, this is the only way we can continuously improve and provide you with the best quality. Feel free to share your feedback with us by sending an email to verkauf@otara.de or call +49 2941 256050. We will thank you.