How can we help you?

Click on the Request a Quote button and fill in the required fields to submit the request.

There are 3 main reasons why your order may be cancelled.

1. Payment not Received

Payment methods require payment to be made at checkout. If you do not complete payment within 24 hours, your order will automatically be cancelled. Unless if it's PO.

2. Stock Constraints

While we make every effort to make sure our stock information is accurate when you place an order, occasionally suppliers may run out of stock after an order has been placed.

3. Unable to Deliver Your Order

An email will be sent to you confirming your scheduled delivery date before each delivery attempt. If after two unsuccessful delivery attempts, we are still unable to reach you, your delivery will be cancelled, and charges may be applicable.

If your order has been cancelled, credit will be applied for the amount you have already paid. If you would prefer a refund, visit Returns Policy.

To log a return, please refer to the Returns Policy.

Click on the product you want to review, go to Reviews and fill the required fields then click Submit button.

It is not possible to add or remove items in your order after the order has been placed.

If you provide corporate related products and services, contact us with your company profile via the email on info@otpro.biz

1. To change your password, click on My Account, then go to Account Details on the side navigation bar and complete the fields.

2. Click the Save Changes button to save the new password.

1. Log into your OTpro Online Shop account

2. Hover over My Account - click on Agreement Documents to access the PAIA Request Form 02

3. Download the form and fill in the required fields then email the form to info@otpro.biz

Please read our Privacy Policy, POPIA, and PAIA to find out more about how we collect and use your personal information.

To update your email address, provide the change of details on company letterhead signed by an Approval Manager and authorised Company representative and email us on info@otpro.biz

1. If you forgot your password, you can click on Lost your Password on the Login page.

2. Enter your account email address and we’ll send instructions to that email address on how to create a new password.

We have implemented internal processes and policies to address all personal information security compromises in line with our obligations under POPIA.

We commit to investigating the personal information security compromise and put in place measures to mitigate any further risks and unauthorised access to your personal information. Where you believe your personal information may have been compromised, please do not hesitate to contact us.

Your Account will not be deleted but deactivated for future transactions. To intiate the deactivation process, you need to send a letter on duly signed company letterhead with details of the profile you wish to deactivate. The letter may be emailed to OTpro Service Desk for action on info@otpro.biz

Please hover over My Account and go to Support. Scroll down to Contact Us and fill in the required fields.

Refer to the product description details.

Order status update will be emailed whenever your order status changes or login to view order status at any time.

Refunds will automatically be refunded to the Wallet.

If you paid by card, and require the funds to be returned from Wallet, you need to provide the banking details.

Once your refund request has been processed, funds may take 3–5 business days to reflect in your account and are subject to your bank's processing times.

If you have a missing or incorrect item in your order, please contact us within 7 days of your order being received.

Before contacting us about a missing item, follow the steps below:

1. Check if any of the items are being delivered separately or are cancelled and/or not yet shipped.

2. Go to Orders.

3. Choose the order you wish to check.

4. Click View for more information.

5. If you still cannot find your missing item or the item is incorrect. Please hover over My Account and go to Support. Scroll down to Contact Us and fill in the required fields.

1. Changing your delivery address after placing an order is not possible. If you are not available to receive your order at your original delivery address. Hover over My Account and go to Support. Scroll down to Contact Us and fill in the required fields.

2. To change your delivery address permanently for future orders, you can update it within the Tab: Addresses - Shipping Address.

1. Find the product you want to buy and click "Add to Cart".

2. Click "View Cart" button to view cart totals, update your cart and select "Approval Manager" if required, if not required, continue to check out.

3. Click "Submit" to send the request for Approval.

4. Your order will be routed to the Approval Manager.

5. The Approval Manager will receive the order approval email and click on "Review Order" link to Approve or Decline the order.

6. If the Approval Manager declines the order, they will leave a comment for the Buyer with a reason why the order was declined and click "Submit".

7. If the approval manager approves, the order will be routed to the Secondary Manager for final approval.

8. The Secondary Manager will be presented with the Order details screen for them to review the order and Approve or Decline the order.

9. If the Secondary Manager declines the order, they will have to leave a comment for the Buyer to see why they declined the order then click Submit.

10. If the Secondary Manager approves the order, they have to click on the Submit button to send the order back to the Buyer.

11. The Buyer will receive the order email with updated status from the Approval Manager and Secondary Manager.

12. To proceed with the purchase, the Buyer will click on "Proceed to Checkout" button.

13. The Buyer will enter their shipping details.

14. The Buyer will select the payment method then click "Place Order".

15. The Order will be sent to OTpro.

16. The Buyer will receive the order details email that confirms the order has been placed.

17. The Buyer will also receive order status update emails until the order is complete.

If the estimated delivery date for your order has passed and your tracking information has not changed, please hover over My Account and go to Support. Scroll down to Contact Us and fill in the required fields.

OTpro Online Shop Agreement Documents can be viewed from the link Agreement Documents

To track your order:
1. Buyer will receive email notification with shipping details and tracking number
2. Click on tracking number to track the order