Support and service standards
You should never need to know a sales representative's name to get an answer. Every enquiry has a reference, every status change is emailed, and these channels are staffed.
Email and phone
hello@odod.us
+1 (541) 325-4789 (phone / WhatsApp)
Quotations, documents, claims. Reply within 1 business day.
Site assistant
The chat button on every page answers product, packing and shipping questions instantly and can raise an enquiry for you. It never quotes prices.
Enquiry tracker
Status of any enquiry by reference and email at /track; account holders see everything under your account.
Hours
Sourcing team: Monday to Friday 08:00 to 17:00 US Central (Houston), with extended coverage Monday to Saturday for international buyers. Enquiries received outside hours are answered the next business day.
Response standards
| New enquiry | Written quotation or clarifying questions within 1 business day |
|---|---|
| Sample request | Dispatch confirmation with tracking within 5 business days |
| Shipment update | Booking, loading and document milestones emailed; bill of lading copy within 2 business days of sailing |
| Claims | Acknowledged within 1 business day, resolved within 10 business days (see claims page) |
| Account or data requests | Handled within 5 business days, including account deletion |
Escalation: if a reply is late, forward the thread to hello@odod.us with “ESCALATE” in the subject and the ODOD LLC management reviews it the same day.