Frequently asked questions

Answers for those waiting for an order, selling online or wanting to deliver with us.

If you're waiting for an order

  • How do I check the status of my order?

    Enter your tracking number in Track your order and you will see the status of your shipment.

  • Where do I find my tracking number?

    In the confirmation email or on the receipt/invoice for your purchase. Then enter it in Track your order.

  • What time does my order arrive?

    We deliver during the afternoon or evening of the delivery day. Departure on route has no fixed time, because it depends on the day's volume and on pickups, and traffic can vary. That's why we can't give you an exact time.

  • Which districts do you deliver to?

    We deliver in 37 districts of the Santiago Metropolitan Region. Check the list of districts.

  • What happens if my address is outside the coverage area?

    The order is returned to the merchant. We recommend coordinating it with the store where you bought it.

  • My number doesn't show up in tracking, what should I do?

    If your number doesn't show up in Track your order, your order may be delivered by another company: confirm it with the store.

  • How do I contact OTS Chile?

    Write to us at [email protected] with your tracking number. Our team replies from 09:00 to 20:00.

If you sell online

  • How do I start shipping with OTS Chile?

    Register your store in I want to ship. Our team will contact you to activate your account and arrange the first pickup.

  • How much does the service cost?

    We quote based on your volume. Schedule a meeting and we'll review volumes, coverage areas and rates with you.

  • When do you pick up my packages?

    We arrange scheduled pickups at your store's address, between 12:00 and 13:30. Then we sort your packages by zone at our distribution center in San Joaquín.

  • Which platforms do you integrate with?

    Mercado Libre, Falabella, Ripley, Shopify, Jumpseller, WooCommerce, PrestaShop, Tiendanube and more.

  • Do you deliver Mercado Libre Flex shipments?

    Yes. We are integrated with Mercado Libre and our fleet operates with the Mercado Libre Flex app. More details in our service for Flex shipments.

  • How do I confirm that an order was delivered?

    In your merchant portal you can see the proof of each delivery, its geolocation and the details of the person who received it.

  • What happens if an order is lost or arrives damaged?

    For loss, theft or damage attributable to our operation, you can file a claim by writing to [email protected]. Our team reviews it based on the delivery evidence.

If you want to deliver with us

  • How do I apply to deliver with OTS Chile?

    In Join the fleet you can check the conditions, register and schedule your training.

  • What vehicle do I need?

    A vehicle from model year 2013 or newer. The current rate is for vans: check all the conditions in Join the fleet.

  • Where is the training?

    At our distribution center in San Joaquín. You schedule it when you finish your registration.

Didn't find your answer? Write to us at [email protected]. Our team replies from 09:00 to 20:00.