Ooni customer service phone number — how to reach support and what to expect

Does Ooni publish a customer service phone number?

Short answer: Ooni does not maintain a single publicly listed, general-purpose customer service phone number for walk-in support. As of June 2024 the company routes customer contacts through its online Help Center, email, and chat systems to ensure documented, consistent responses and to capture warranty/serial information automatically.

This approach is common among global product companies that sell direct-to-consumer: relying on a ticketing system reduces lost information and speeds parts handling. For urgent or complex issues Ooni’s support team can, after initial triage via the Help Center, arrange a phone callback or provide regional phone contact information when appropriate. The recommended first step is to open a ticket so the case is logged with dates and order information.

Primary contact channels and exact addresses to start with

If you need help immediately, use Ooni’s official support channels so you get a traceable record. The most direct channels are the Help Center and the dedicated support email address. Entering your order number and serial in a ticket produces the fastest resolution and is required for warranty and replacement parts.

Key direct links and email (use these to open a case):

• Help Center / submit a ticket: https://help.ooni.com/hc — use the “Submit a request” button and attach photos/receipts.
• Customer support email: [email protected] — for attachments or follow-up if a ticket link was not created.
• Main website for product info, manuals and parts: https://ooni.com — model pages list suggested spare parts and pricing.

How to request a phone callback and what information to prepare

To receive a phone callback, open a ticket through the Help Center and explicitly request “phone callback” in the description. Ooni’s support agents will evaluate the case and, when a callback is appropriate (complex repair, international shipping logistics, or escalated warranty requests), they will propose a time window and either call you or provide a regional phone number.

When you request a callback, preparing detailed, accurate information accelerates diagnosis and reduces call length. If you want a quick resolution, include the following items in your initial ticket.

• Order number and place of purchase (ex: Ooni.com order #O-1234567 or Amazon order date). If purchased from a retailer, include retailer name and purchase date.
• Product model and serial number (serial usually on the base/underside of the oven), plus a short description of the fault: “ignition fails after 3 uses,” “flame irregularity,” or “cracked stone plate.”
• Photographs or a short video showing the issue, close-ups of any damaged parts, and a photo of the label/serial. Attach a clear proof of purchase (invoice or receipt) for warranty validation.
• Your full shipping address, phone number with country code, time zone, and the best callback windows (e.g., “GMT+1, weekdays 09:00–12:00”).

Warranty, returns and expected timelines

Ooni’s limited warranty terms vary by jurisdiction but many territories have a 12‑month manufacturer warranty for defects in material and workmanship; EU consumer law may provide a 2‑year minimum right to remedies. If you purchased directly from Ooni.com, typical timelines are: initial support response within 24–72 hours, diagnostic confirmation within 3–5 business days, and parts shipment within 5–10 business days once approved.

For returns and replacements: if Ooni authorizes a return (RMA), they will provide a return shipping address and instructions in the ticket. Do not send product returns to any corporate office address unless explicitly directed by support — returns sent without an RMA risk being refused. For purchases from third‑party retailers, contact the retailer first for returns; Ooni will coordinate warranty service after verifying purchase details.

Regional support, parts pricing and repairs

Parts pricing varies by model and country. Typical spare part costs (ballpark figures based on recent retail listings) range from $10–$60 for consumables (peel, seals, screws) up to $40–$150 for heat-exposed components (stone, burner assemblies). Complete replacement ovens span roughly $199–$599 depending on model and configuration. Always confirm exact pricing in your support ticket or on the product page for your region.

Ooni maintains a global supply chain for replacement parts; however, shipping times and duties vary. If you are outside the company’s primary distribution regions, expect longer lead times (often 10–21 business days) and potential import fees. Support will provide an exact parts quote, shipping estimate, and tracking number once the order is placed.

Escalation, safety issues and alternative contact methods

If an issue is safety-related (gas leaks, persistent flame instability, structural failure), stop using the oven, document the condition with photos, and note serial number and purchase date in your ticket. For immediate danger (fire, gas), contact local emergency services first; do not attempt complicated repairs. Ooni support will prioritize safety issues and can escalate to a supervisor to arrange urgent parts or a callback.

Other escalation options include messaging Ooni through their verified social accounts (Twitter/X, Instagram) or using the live chat on Ooni.com during posted business hours. These channels should be used to flag an existing ticket number if you are not getting timely responses; include the ticket reference so agents can pull the case quickly.

What is the warranty on Ooni pizza ovens?

At Ooni, we stand by our products. All Ooni products come with a voluntary manufacturer’s warranty for 1 year as standard*. For certain products, we’ll extend the warranty as follows when you register the product with us within 60 days of purchase. Ooni products are built to last.

Why is my Ooni pizza soggy in the middle?

The obvious situation is you have too many or too wet of toppings. But if that is what you like, there are other solutions. If you are using gas, the easiest solution is to launch the pizza and turn the flame down to low or even off. I turn it off when using my Koda and down when using my Pro.

Who owns Ooni Pizza ovens?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Ooni is a UK-based outdoor cooking product company that was founded and is owned by the husband-and-wife team Kristian Tapaninaho and Darina Garland. The company was formed in 2012 around Tapaninaho’s invention of the world’s first portable, affordable wood-fired pizza oven.
  Key Facts 

• Founders: Kristian Tapaninaho and Darina Garland
• Year Founded: 2012
• Origin: The idea stemmed from Kristian Tapaninaho’s frustration with domestic ovens not being hot enough for great pizza.
• Company Mission: To make high-quality, restaurant-style pizza accessible to everyone through innovative, portable ovens.

AI responses may include mistakes. Learn moreAbout Us — Ooni USAWhy We Do It. Because everyone deserves great pizza, that’s why. It’s a simple idea, but a noble cause that’s behind everything we…Ooni Pizza OvensOoni (company) – WikipediaThe company was founded in 2012 by husband-and-wife team Kristian Tapaninaho, a native of Finland, and Darina Garland. The company…Wikipedia(function(){
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Where is the Ooni warehouse?

We have a warehouse in the Netherlands, which is where your order will be fulfilled from.

How do I contact Ooni customer service?

Contact our Ooni Experience Team directly via the contact form for all product inquiries, order information, tips and tricks and more. Alternatively, contact us at [email protected]. Our awesome team aim to reply to all emails within 1 business day. What do I need to do to become a retailer or distributor of Ooni?

Is Ooni a US company?

Ooni is an outdoor pizza oven company based in Edinburgh, Scotland.