Refund policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, without damage, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@otrmobile.com, over the phone at (865) 314-7433, or via Livechat on our website. Please note that returns will need to be sent to the following address: 2114 East Fairview Ave, Johnson City, TN 37601
If your return is accepted, we’ll send you a return shipping label (provided you are in the 15-day return period. **For those who are approved outside of the timeframe, they will need to send it back on their own**), as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any question(s) regarding the return process at info@otrmobile.com.
Damages and issues
Please inspect your items upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
All returns/exchanges will be assessed by our shipping department. If an item does not meet our return standards, a restocking/damage fee, or unit replacement fee may apply. Examples in which these would apply are included (but not limited to) below.
- Missing Item(s)/Accessories - $50
- Cosmetic Damage (scratches, dents, cracks, etc.) granted unit functions - $50
- External/Internal Port(s) Damage - $100
- Non-working/functional Item Condition - (An item returned with any damage or in a state that renders the unit nonfunctional including but not limited to: tampered comments/any modifications from factory default state, liquid damage, broken/destroyed/removed internal component(s)s like circuitry, etc.) - Total Cost of Replacement for Item
Exceptions / non-returnable items
Certain types of items cannot be returned, like service/data packages/plans only items, such as our Standard and Pro plans. (Digital items/goods & services)
Exchanges
Should the circumstance arise that an exchange is needed an/or requested. You should expect a follow-up either over the phone or via email from our customer service team. They will review the account, discuss the options, perform a site-survey, and help determine the best fit for equipment.
To begin this process, simply state you wish to proceed with an exchange either over the phone, via email, through the button prompt on your account page, or on chat.
Our team will walk you through the corresponding steps.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@otrmobile.com or call our billing department via the extension at (865) 314-7433.