Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at email@example.com or via the online form on this website.
Q. WHERE DO YOU SHIP FROM?
We ship from our partnered warehouses & factories located in Japan & China (JaChi). So, please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.
Q. HOW LONG WILL IT TAKE FOR MY ITEMS TO ARRIVE?
It will usually take 7-30 business days for all orders to arrive. Shipping times vary from product-to-product; based on demand and shipping location.
Average shipping times:
US: ETA 7-21 days
UK/CAD/AUS: ETA 10-30 days
Europe & Worldwide: ETA 15-45 days
Please allow up to a max of 45 business days for the items to arrive.
If your order hasn’t arrived in the estimated delivery times, please contact our support team at firstname.lastname@example.org for a full refund of your purchase.
Q. IS SHIPPING REALLY FREE?
Yes, shipping is Free Worldwide.
Q. WHERE IS YOUR COMPANY LOCATED?
We have an office in JAPAN; Supply warehouses in: CHINA; High-Quality vendor contacts in: JaChi.
Q. WHICH CURRENCY WILL I BE CHARGE IN?
We processes all orders in USD. While the content of the cart is displayed in several currencies, you will checkout using USD at the most current exchange rate.
Q. WHO CAN I CONTACT IF I HAVE A PROBLEM WITH M Y ORDER?
All inquiries can be forwarded to email@example.com
Q. WHAT IS YOUR RETURN POLICY?
If an item doesn’t arrive or doesn’t match the description, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, excluding shipping costs. Customer will be liable for return shipping cost, in some case return item may require tracking information.
We however do not offer refund or exchange for FREE promotional item(s). Please choose your item carefully.
Damaged/ defective items must be returned in the original condition they were received in with all the accompanying accessories. You must provide us with an image of the item and email us at firstname.lastname@example.org for replacement.
We offer 7 days guarantee after the item has been delivered for a replacement. Please contact us with the image provided.
Do NOT send the item back to the sender address indicated on the package. Please email us for a returning address. Tracking is required for returning item(s).
Q. HOW CAN I PAY?
We accept all Major Credit Cards: Visa, Mastercard, Discover, Amex and also Paypal.
Q. IS CHECKOUT ON THIS PAGE SAFE AND SECURE?
You can be absolutely sure that all purchases here are safe and secure via PAYPAL payments.
Q. HOW SECURE IS MY PERSONAL INFORMATION?
Ocian adheres to the highest industry standards to protect your personal information. Our store makes use of SSL (secure socket layer technology) with an industry standard 256-bit encryption technology. This is the same level of encryption used by multinational banks to keep your information safe and secure.
Q. IF I ENTER MY EMAIL ADDRESS, WILL YOU SELL MY INFORMATION?
We do not sell our any of customers information, emails are strictly for follow-up on orders and to send newsletters of our promotions and coupons for discounts.
Q. WILL I RECEIVE A CONFIRMATION NUMBER WHEN I PLACE MY ORDER?
Yes, all customers will receive an order number after placing their orders. If you have yet to receive one, kindly check your SPAM folder first to see if your confirmation email was sent there. It is not uncommon that email addresses are entered with a minor typo. You can also contact our support team and they will be able to assist you further.
Q. HOW LONG WILL IT TAKE TO RECEIVE A TRACKING NUMBER?
It will take usually between 2-5 Business days are will be shipped with USPS Tracking
Q. THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN’T RECEIVED MY ORDER WHAT SHOULD I DO?
We really apologize that your item was not delivered to you. As much as we would like to have all the items be shipped smoothly, we really do not have control over other possible reasons/factors why an item did not arrive in one’s mailbox. What we can recommend is that you can check with neighbors to see if they possibly have the package or check your local post office.
Most customers who have the same situation as you have found their item either with their neighbor or at the local post office. All domestic delivery issues become the responsibility of the local postal service once it’s been shipped. You may contact them directly.
Please make sure that you have entered your correct and complete shipping details when you ordered. We will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.
Q. HOW DO I CANCEL MY ORDER?
Cancellation of an order is possible as long as the order hasn’t been shipped yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order. Cancellation of an order is not possible for orders that have already been shipped.
Q. CAN I RETURN MY ORDER FOR REFUND/ REPLACEMENT?
Due to the production method we use for all of our products, we cannot accept returns. We only replace items if they are defective or if you have received a wrong item.
Q. I RECEIVED A DEFECTIVE / WRONG ITEM, CAN I CHANGE IT?
If the product you received is wrong or defective, please contact us at email@example.com as soon as possible.
Kindly include these elements in your message:
Photos of the product received
A brief explanation of the issue
* Please be advised that if one of the requested element is missing it will not be possible for us to process your request.
We will fully examine the photos and notify you via email, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect.
Q. I’M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If an item is missing, please contact us with your order number, the missing item’s product title and photos of the package showing the shipping label.
* Please be advised that if you can not provide us with the photos of the package showing the shipping label, it will not be possible for us to process your request.
Q. WHAT IS THE TIME FRAME TO REPORT A PROBLEM WITH MY ORDER?
You must report any problem related to your order before 60 days after your order has been shipped. If a claim is not submitted within the pre-required time, unfortunately, there’s nothing we can do to help you.
Q. I ORDERED MULTIPLE ITEMS, WHY DID I ONLY RECEIVE ONE?
We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way 🙂
Q. MY ITEM HAS BEEN DELIVERED TO MAILBOX OR DELIVERIES THAT ARE STOLEN?
We are not responsible for item(s) being misplaced/ stolen after delivered (E.g. after delivered mailbox). We will ensure the item is delivered to your address according to information provided by the logistic company. Customer will be liable for the shipping cost if a replacement item is needed.
Q. WHY DOES MY ITEM LOOK DIFFERENT FROM THE PICTURE?
Please bear in mind that product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitors, colors of products may also appear different to those shown on the site. Most of the product images shown are not REAL product photos, but templates and mockups to showcase our designs. Please handle your expectations.
Q. DO I NEED TO PAY IMPORT TAXES AND TARIFFS?
Many countries do not charge import duties on private items below a certain stated value. However, you may find that you have to pay taxes when goods you’ve ordered arrive in your country. Please note that all import taxes/duties are the buyer’s responsibility.
Q. I’VE PUT A WRONG SHIPPING ADDRESS. CAN I CHANGE IT?
No, Unfortunately we won’t be able to change your shipping address once you complete your order.