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Umbra FAQ

We&apos;re sorry you are experiencing issues with your OTTO Automatic Soap &amp; Sanitizer Dispenser.<span id="isPasted" style="color: rgb(0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.1776px; orphans: 2; text-align: center; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Check out FAQ&apos;s &amp; some great trouble shooting tricks <a href="https://www.umbra.com/pages/otto-soap-dispenser" rel="noopener noreferrer" target="_blank">Here</a>.If you are still experiencing issues, you can submit a Quality Claim on our&#xA0;<a href="https://www.umbra.com/pages/new-returns-page" rel="noopener noreferrer" target="_blank">Return Portal</a>. <hr><p id="isPasted" style="background-repeat: no-repeat; box-sizing: border-box; letter-spacing: 0.0111em; font-size: 1rem; line-height: 1.5; color: rgb(17, 17, 17); font-family: Gotham, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left;">In order to process your claim request, please be prepared to provide the below information.<ul><li style="background-repeat: no-repeat; box-sizing: border-box; letter-spacing: 0.0111em; font-size: 1rem; line-height: 1.5; color: rgb(0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left;">Where you purchased your item</li><li style="background-repeat: no-repeat; box-sizing: border-box; letter-spacing: 0.0111em; font-size: 1rem; line-height: 1.5; color: rgb(0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left;">Receipt of your original order</li><li style="background-repeat: no-repeat; box-sizing: border-box; letter-spacing: 0.0111em; font-size: 1rem; line-height: 1.5; color: rgb(0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left;">Picture of the item, we will be sharing with our Quality Assurance and Operations teams to ensure this doesn&#x2019;t happen again.</li></ul><hr><p style="background-repeat: no-repeat; box-sizing: border-box; letter-spacing: 0.0111em; font-size: 1rem; line-height: 1.5; color: rgb(17, 17, 17); font-family: Gotham, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left;"> We will also require your full mailing address so that we can send the replacement to you.<p style="background-repeat: no-repeat; box-sizing: border-box; letter-spacing: 0.0111em; font-size: 1rem; line-height: 1.5; color: rgb(17, 17, 17); font-family: Gotham, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left;">We look forward to hearing from you.<p style="background-repeat: no-repeat; box-sizing: border-box; letter-spacing: 0.0111em; font-size: 1rem; line-height: 1.5; color: rgb(17, 17, 17); font-family: Gotham, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left;"> <p style="background-repeat: no-repeat; box-sizing: border-box; letter-spacing: 0.0111em; font-size: 1rem; line-height: 1.5; color: rgb(17, 17, 17); font-family: Gotham, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left;">x Umbra Customer Support Team

We're sorry you are experiencing issues with your OTTO Automatic Soap & Sanitizer Dispenser. Check out FAQ's & some great trouble shooting tricks Here. If you are still experiencing issues, you can submit a Quality Claim on our Return Portal. In orde

My Otto Soap Dispenser stopped working, what should I do?

Products & Sizes

What does it mean to pre-order an item?

Can I modify or cancel my order after it has been placed?

How do I purchase a gift card?

I received a damaged item, what should I do?

How can I check my order status?

I'm missing an item from my order, what should I do?

Orders

Do you offer free shipping?

Where do you ship?

How long does shipping take?

How can I track my order?

How can I change my delivery address?

What is an oversize shipping surcharge?

My package is missing, what should I do?

Shipping & Delivery

What is your return policy?

How do I process a return?

I've returned my order, how long does the refund take?

Returns & Refunds

What are the available payment methods?

How do I change the currency?

How do I pay with sezzle?

How do I pay using a gift card?

How do I pay with GooglePay?

How do I pay with PayPal?

Payments

Will a product ever be back in stock?

How do I choose the right curtain rod size?

How does your warranty work?

I am missing a part, or screw from my order, what should I do?

I lost my installation instructions, what should I do?

Do you sell replacement parts?

How can I apply to become a retailer?

How can I apply to become a Trade Partner?

How do I visit your B2B Site?

Wholesale & Trade Partners

How do I pair my lamp with a device?

Pair Your Umbra Lamps with the Nanoleaf App

Pair Your Umbra Lamps with a Smart Home Ecosystem

Controlling Your Umbra Lamp

What is Matter & Thread?

Why should I pair the lamp with the Nanoleaf App?

Can I pair this with a smart home ecosystem app?

Can I use the CONO outside of my home?

Does the product show several colours at a time?

How to Troubleshoot & Reset your Umbra Lamps

Nanoleaf x Umbra Lighting

Can I combine two discount codes or promotions?

My promo code isn't working, what should I do?

Can I use my discount code after I've placed my order?

Discounts & Promotions

My Otto Soap Dispenser stopped working, what should I do?Updated a year ago