FAQ
Find answers to our most frequently asked questions.
General
What is OTTAWAKI?
OTTAWAKI is an online shop for modern indoor and outdoor lighting for Canadian homes. We sell ceiling lights, pendant lights, wall sconces and outdoor wall lights, and shipping is free across Canada. OTTAWAKI is operated internationally by WE THE BEST LLC, a company registered in Kentucky, United States; it is not a Canadian corporation.
What kind of products do you offer?
Ceiling lights, pendant lights, wall sconces for indoor use, and outdoor wall lights, in a range of finishes and colours. Each product page lists the details and options of that fixture.
Shipping & Delivery
How long does it take to process my order?
We process each order within 1 to 3 business days of payment confirmation (Monday to Friday). Orders placed after 5:00 PM ET, or on a weekend or public holiday, are processed the next business day.
How long will delivery take?
Transit within Canada takes 5 to 8 business days depending on your location, so allow 6 to 11 business days in total from the date of purchase.
Where do you ship from?
OTTAWAKI is operated internationally by WE THE BEST LLC, a company registered in Kentucky, United States; it is not a Canadian corporation. Our fixtures are made by our manufacturing partners in Asia and are dispatched from our logistics partners' fulfilment centres in Asia, then delivered in Canada by tracked courier. Allow 1 to 3 business days of handling and 5 to 8 business days of transit.
Can I track my order?
You receive your tracking number by email as soon as your order ships (1–3 business days after purchase). You can then follow your parcel on our Track your order page.
Can I cancel my order?
Email support@ottawaki.com within 24 hours of placing your order. If it has not yet been dispatched we cancel it and refund you in full. After those 24 hours the order may already be on its way, in which case it is handled as a return.
Returns & Refunds
What is your return policy?
You have 30 days from the day you receive your order to request a return. Items must be unused, uninstalled, and returned in their original condition and packaging. The full conditions are in our Return and Refund Policy.
How do I initiate a return?
Email support@ottawaki.com with your order number (the reason is optional). We reply within 1 business day with a return authorisation, the return address and the instructions. Please wait for the authorisation before sending anything back.
Where do I send my return?
The return address is given to you with your return authorisation. Email support@ottawaki.com with your order number first: we reply within 1 business day with the authorisation, the address and the instructions. Please do not send anything back before you have them.
When will I receive my refund?
Once your return has arrived and been inspected, we issue the refund to your original payment method. Allow up to 14 business days for it to appear on your statement, as set out in our Return and Refund Policy.
Customer Support
How can I contact customer support?
You can reach us by email at support@ottawaki.com or by phone at +1 709 297 1396. We reply within 1 business day.
Can I contact support outside business hours?
Yes, email us at any time. Messages received outside our hours are answered on the next business day.
What are your customer service hours?
Our team is available Monday to Friday, 9:00 AM – 6:00 PM (Eastern Time).
Can't find the answer you're looking for?
Contact us directly at support@ottawaki.com and we will help.
Still can't find a satisfactory answer?