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FAQ

 

-SHIPPING:

  •  HOW DO YOU SHIP AND WHAT IS THE PRICING?

Shipping cost is very, dependant on your exact location and shipping option.

  • HOW CAN I GET A "FREE SHIPPING"?

You can get a Free Shipping offer if your order value is over $100.

  • WHERE DO YOU SHIP FROM?

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.

 SHIPPING TIME

 HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?


The shipping time will depend on your exact location. However, it usually takes only up to 3 weeks for international shipping and 2 weeks for the US.

  •  HOW CAN I TRACK MY ORDER?

We will send you the tracking code of your orders to the email that you filled down when placing your orders. This email will also guide you how to track your package. Please note that the tracking information will be displayed 2-5 days after you receive that email.

  • WHEN WILL MY TRACKING INFORMATION APPEAR?

You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment center of your online shop.

  • WHY CAN'T I TRACK MY ORDER ON YOUR WEBSITE?

Please note that the tracking information will be displayed after 2-5 days after being updated.

For the first time, it may take a few minutes to get the information from the carrier. Therefore, sometimes you can not find information about your package, please track again later.

  • WHY IS MY SHIPMENT STATUS UNCHANGED?

Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop. The shipper or online shop can start an investigation for lost items.

 

 -PAYMENT METHOD

  • HOW CAN I PAY FOR MY ORDER?

 We offer safe shopping and accept payment via Paypal, Credit card or VISA. So you can choose the most suitable one for you. All products are listed in US Dollar, our system will automatically exchange your currency to make it easy for you when placing an order.

  • I HAVE NOT RECEIVED ANY ORDER CONFIRMATION DETAILS?

This usually happens due to an incorrect email. Do make sure that your email is indeed correct when you place an order. Do kindly check your spam folder as well to see if your confirmation email was sent there.

 

-ORDERS:

  • HOW TO PLACE AN ORDER?

First of all, visit our store at https://theoctopusstore.com Choose products that you love, then click "Add to cart" and "Checkout". Then fill in your information and pay. That's it! Very easy.

  • CAN I MAKE CHANGES TO MY ORDER/SHIPPING ADDRESS?

If a change needs to be made to your order, please contact us at our Contact Us page as soon as possible and we will do our best to accommodate that change. We will do our best to accommodate your request but do note that we cannot make any promises. Do drop us an email should you require any assistance. If the order had already been sent out, we will not be able to change the order address.

  • CAN I CANCEL MY ORDER?

We only allow order cancellation within 24 hours after you have made payment. We will provide a full refund if you cancel your order within 12 hours. Please understand that once we have sent out your order to the postal company, we are no longer able to cancel your order. Do drop us an email should you want to proceed with cancellation.

  • CAN I MAKE CHANGES TO MY ORDER/SHIPPING ADDRESS?

If a change needs to be made to your order, please contact us at our Contact Us page as soon as possible and we will do our best to accommodate that change. We will do our best to accommodate your request but do note that we cannot make any promises. Do drop us an email should you require any assistance.

If the order had already been sent out, we will not be able to change the order address.

  • I'VE ONLY RECEIVED A PART OF MY ORDER! WHERE ARE THE REST

Since we ship our items from multiple warehouses you might receive some of the items separately. So if you've only received a part of the order there's no reason to worry, the rest of the items are on their way.


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