Ordering
Who qualifies for your free shipping offer?
Retail orders with a shipping address in the United States qualify for free shipping.
Please make sure to enter the discount code FREESHIPPING when you check out. Once an order has been placed, we are unable to refund the shipping charge.
Wholesale orders and international orders do not qualify for free shipping.
When will my order ship?
Most orders ship within 5 business days.
There are some products that are printed and sewn as they are ordered (headbands, totes, pouches, shower curtains for example). Those items typically ship within 7 business days. Please allow us a little extra time during busy seasons or while we are having a promotion.
To find out about the production timeframe for a specific product, please check the "production time" link in the product description.
Can I change my shipping address, modify my order, or combine my orders?
Unfortunately, we are unable to modify your order once it has been placed. When an order hits our system, it is routed to our production team or to different fulfillment centers, for that reason we are unable to make any changes to the items or to the delivery address.
How can I track my order?
Once your order is packed, we will send you an email confirmation with your invoice and tracking number. That information can also be found in your account section at octopusink.com
Do you make custom orders?
Unfortunately, at this time we are unable to customize your order or draw a design specifically for you, but thank you for checking.
Delivery
My tracking shows that my package was delivered, but I didn’t receive it.
Sometimes USPS will mark packages as delivered before they actually arrive. Your package will most likely be delivered within a few days, but it’s great to check with your neighbors, apartment office, and/or post office for more information in the meantime! If you do not receive your order in a couple days, please contact us.
My package arrived, but not everything was in it.
Not to worry! We are fulfilling orders from a few different locations and missing items are likely coming in a separate package. You can find more information about your order in your account details.
If you feel that the item was forgotten during our packing process, please contact us and we will look into it for you!
My package arrived, but the wrong item was in it.
Well, shoot! Sorry for the mix up! We do our best to make sure you get what you ordered, but mistakes happen sometimes. Please send us a message and we will get it sorted out.
My package arrived, but the product was damaged.
Please contact us within 14 days to let us know about any defective items.
Please note- once the item has been washed and/or worn, we are not responsible for any damage to the item.
International Orders
Do you ship internationally?
Yes, we ship worldwide. If you don't see a shipping option for your location, please contact us.
Will my international order be charged customs and duty fees?
All international orders are subject to customs and duty fees as defined by the country of import based on the product value. Unfortunately, we are unable to provide information on whether you may or may not be charged customs and duty fees.
My international tracking is not updating.
We're so sorry for the delay with your package! Please note that, once your package has been shipped, international orders typically take 10 to 21 full business days to be delivered. Business days do not include weekends, or holidays.
We do our best to ship orders to you as quickly as possible. Depending on your location, your order may take longer than 21 days for delivery due to courier delays beyond Octopus Ink’s control. For the most up-to-date information regarding potential delays in your location, please reach out directly to your local Customs Bureau and Postal Institutions.
In the meantime here are some things that might help you locate your package:
If tracking indicates that your package is in your destination country, please use your local courier's online tracking, as it may have more accurate tracking information. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier's online tracking may not recognize your USPS generated tracking number.
If tracking indicates that your package is still in the US, or is currently in transit, please be patient! Typically international orders do get delivered within 21 business days, however your package may be delayed by customs, or may simply be missing a scan.
Whatever the case may be, we recommend full communication with your customs office as this is the most likely place for packages to go missing.
If you have waited the full 21 business days and still have not received your order, please contact us.
Exchanges and Returns
What is your return/exchange policy.
EXCHANGE POLICY
Merchandise must be in original condition. We will not accept items that have been worn, washed, used, or altered in any way.
WITHIN 30 DAYS- Merchandise can be exchanged within 30 days from the date of delivery for a similarly priced item or exchanged for store credit.
ALL SALES ARE FINAL- on discontinued items that were purchased at a sale price, gift cards, and phone cases.
The cost of return shipping is at the customer’s expense and is non-refundable. We recommend returning items through traceable mail, as any returned items that are not received by Octopus Ink will not be issued an exchange.
DAMAGED OR WRONG ITEMS SHIPPED
Please let us know within 7 days of delivery if you have received a damaged item or an incorrect item. Once the item has been washed, worn or altered, we do not accept the item back as a damage. Please inspect your item upon delivery.
WHERE TO MAKE AN EXCHANGE
Please contact us at heart@octopusinkclothing.com to initiate your exchange.
We do not accept any returns or exchanges from third party vendors who sell our products. Please return those items to the location where they were purchased.
Payments and Gift Cards
What type of payments do you accept?
We accept all major credit cards.
Do you sell gift cards?
We do! Let us know if you need any assistance.
I've tried to use my gift card, but it doesn't seem to be working.
Contact us with the gift card number and the name of the purchaser so we can assist you. It’s possible that we just need to process your code manually. Let us look into it for you!
It looks like my card was charged twice for my order.
If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.
Wholesale
Is it possible to be a wholesale buyer with you?
Yes! Please contact us and we will get you started. If you are in an area that has a sales tax, please also send us your resale certificate.
Do you offer terms?
No, unfortunately we are unable to offer terms at this time.
We do accept all major credit cards.
How long does it take to prepare my wholesale order?
Production depends on the time of year and the items in your order, most orders are ready to ship within 8-10 business days. Please plan for extra time during the summer and holiday seasons.
What do I do if I received a defective item or an item is missing.
You have 7 business days from the date of delivery to inspect your order for any damaged or missing items. Please contact us immediately.
Once the 7 day window has passed, we are unable to replace the items.
Do you accept returns on wholesale orders.
All sales are final on wholesale orders excluding items that were received damaged.
Unfortunalty, we are unable to handle exchanges and refunds directly from your customers.
Do you buy back inventory?
All sales are final on wholesale orders and we unable to buy back inventory.