FAQ
One Team Signage Group
What is OTSG
One Team Signage Group is a Berlin based design & manufacturing company. At One Team Signage Group we see ourselves as enablers of sophisticated and lasting communication. Through our custom made physical mediums we give shape to your individual ideas and expressions. This is matched by our passion for creativity, aesthetics and expressive arts. We help our customers to be heard. With great passion, ambition and a sense of adventure we aim to push the current boundaries of business, while building a lively and humane community here at Sygns.
What is OTSG?
One Team Signage Group is a Berlin based design & manufacturing company. At One Team Signage Group we see ourselves as enablers of sophisticated and lasting communication. Through our custom made physical mediums we give shape to your individual ideas and expressions. This is matched by our passion for creativity, aesthetics and expressive arts. We help our customers to be heard. With great passion, ambition and a sense of adventure we aim to push the current boundaries of business, while building a lively and humane community here at OTSG.
Where is OTSG located?
One Team Signage Group is headquartered in Berlin, Germany. We have a fulfilment centre in Poland, from there we ship our products to customers worldwide.
Installation
What is One Team Signage Group
What level of installation is required?
All products marked with “plug & play” require no electrical installation, only mechanical install of the wall or other location. Other products require some level of electrical installation and therefore we reccomend a qualified technician. OTSG can provide this service, you can request this at point of order or after purchase.
What are the installation options?
All products are offered in a variety of configurations, for wall installation, hanging (from the ceiling) and standing. For wall installation you can choose either indoor or outdoor and we will provide the correct mounting feature. Our products can be installed on most wall surfaces, you just need to purchase (we do not provide) the suitable screws and plugs. For specialist surfaces such as glass, it is possible, but requires a more specialist installation (glass specialist). Indoor standing products are suitable for any even surfaces. Outdoor standing products must be anchored.
Can OTSG install my signage for me?
Yes! Just book one of our professional installation teams. Outside of Europe, we are happy to help find the right partner.
Services
What is One Team Signage Group
Can OTSG recommend a product family for my use case?
Of course. Our team can assist you in selecting the right product case. Contact us via mail or phone and share your project details with us. We will be happy to support you!
Can OTSG help me with the final design?
Yes, our graphic team can support you in translating your file format or finalising your design, so it is ready for production.
I have limited time, is there an express service?
Yes, please contact us immediately with your specifications and deadline. Will come back with an express offer to meet your requirements.
How does the installation service work?
Simply fill out our installation request form. We will get back to you with the corresponding prices for your installation and a date proposal. Billing is per hour and will be invoiced after completion of the work.
Order & Payment
What is One Team Signage Group
I would like to see a preview / mock up of how the final product will look like!
No problem, we can provide a visualisation of all products with your custom design.
Do you ship worldwide?
Yes we do ship worldwide, if you country is not listed please contact us for a quotation.
Can I change specifications after placing the order?
Once an order has been placed the specification are set in our system and our production team will plan production. Therefore we cannot make changes at this point. If you would like upgrade or add to an order, contact us for an additional quotation.
Which payment methods do you accept?
You can pay using all major credit cards, PayPal, direct debit via Sofort or standard bank transfer.
Does OTSG charge sales tax (VAT)?
The correct tax rate will be calculated once you move to the payment step in the checkout process. The tax (VAT) is based on location and whether you are order for personal or business use.
When do I receive a 0% VAT invoice?
If you are a EU business customer with a valid EU VAT ID, we sell our products with 0% VAT as an intra-community supply of goods.
Shipping & tracking
What is One Team Signage Group
How can I track the status of my order?
To track your order status, please visit our support page. Log in using your order number and email address. You can then view your order details and status.
How does OTSG ship products?
OTSG products are all shipped in proprietory packaging, each product variant has its own! Neon direct to wall & LED Neon tubes products are shipped in cartons with special foam systems. Pre-mounted Neon products are shipped in wooden crates with foam inlays Logistics via couriers, parcel service or our own logistics depending on product and lead time use case. Direct drive services can be booked in advance to reduce shipping time and guarantee tight delivery time windows.
Where does OTSG ship?
OTSG delivers to Europe and the USA. For deliveries to another country please contact us.
How long will it take to receive my order?
Depending on the product category, usually between 2-4 weeks.
Why is my tracking number not working?
We will send you a shipping notification email right when your order is shipped, but it can take up to 24 hours for the tracking number to start showing the progress of your order. Please check back later to see your order moving, or get in touch with us if you need anything else.
Returns & troubleshooting
What is One Team Signage Group
What is the return policy?
All of our products are made to order and customised for you. Therefore, unfortunately we cannot accept any returns. If a product is faulty, we will make sure to replace the broken component as quickly as possible to get your installation working.
What do I do if my product is damaged upon arrival?
If your product is damaged on arrival, you should do the following: – Please check the product immediately after you receive it. – Make sure that the damage is noted by the carrier before you sign for it. – Please send us the pictures of the packaging and the damaged part so that we can handle the claim process for you. We’ll send you a replacement for the defective part as soon as possible.
What happens if my product does not work upon arrival?
If your product does not work upon arrival, you should do the following: – Please check your product immediately after you receive it. – Please document the fault as well as possible and send us the pictures and a description of the fault. We will fix the problem as soon as possible so that your product is fully functional again.
What if parts are missing for my product?
If parts of the product are missing you should do the following: – Please check your product immediately after you receive it. – Send us pictures of all packaging and all components you have received. After receiving your pictures we will send the missing components as soon as possible.