FAQS

THE TOP QUESTIONS

When will my order arrive?

If you manage to order before 2pm on a business day we will be able to dispatch your delivery on the same day. If you miss this deadline, your parcel will definitely be posted the following business day.

For standard postage, Australia Post takes between 3-8 business days. Express postage takes 1-2 business days for areas within Australia Post’s Express Post network and a couple days extra for post codes outside the express zone.

I need to change my delivery address

Once your order has been placed and the parcel has been dispatched from our warehouse, we are unable to make changes to the delivery address. Please double check that the correct delivery address and postcode is entered into the shipping information fields to avoid delivery delays.

I need to add something to my order/change something in my order

The packers in our warehouse are monumentally fast, like ninjas they are, so once your order has been placed there is no way we can disturb the warehouse flow and change things for you.
However, we do have a 100 day returns policy on all our products, so as long as the product is unused, in its original packaging and in resalable condition, we'll be more than happy to take it back for a full refund.

Do you gift wrap? Will price tags and an invoice be included?

With incredible delivery speed comes no time for wrapping, so unfortunately we can't wrap your gift for you. We never include invoices or price tags in any order, so how much you like (or don't like!) the recipient is safe with us.

Can I include a personalised message?

Of course you can! Once you've added your order into your shopping cart, on the Cart page, you will see a button to "Add Personalised Greeting Card". Alternatively, you can also go directly to the Greeting Cart page here and you'll be given the option to create a fantastic Personalised Greeting Card for the rip-roaring price of $6.99!

We have styles and themes for all occasions (including ones you can upload a photo to!). Our expert team of card-creating Octopuses will print your design in full colour and ship it with your order.

Can I come and pick up my item/s in person?

Yes! Select the Click & Collect option at checkout to collect your purchase from our retail store located at 244 Wickham Rd, Moorabbin, Victoria.

If placing your order between the hours of 9:00am and 3:00pm on a weekday, please give us two hours to locate your purchase in our Aladdin's Cave of a warehouse and have it ready for you to collect.

If you place your order after 4:00pm on a weekday, or on a weekend or public holiday, we'll have it ready for collection from 11:00am the next business day.

My order hasn’t arrived on time

Please copy the tracking number we provided you in your shipping confirmation email and paste it into the Australia Post tracking box, found here: http://auspost.com.au/track/track.html


- If your item is being delivered to a P.O Box and your tracking shows your order has arrived in your area and has been there for some while but is still listed as “In Transit” there’s a high chance that it actually has been delivered to your post office. Please take your tracking number to them for immediate collection.


- If your tracking details say “Contact Sender” it means that your delivery address was incorrect and your order is being returned to us. Please email info@yellowoctopus.com.au to alert us to this.


- If your tracking details say “In transit” you can rest assured your order is safely on its way.


- If your tracking details say “Awaiting collection at (Insert Name) Post Shop” and you haven’t received a collection slip, please head to the post office and give them your tracking number for immediate parcel collection.

Ordering

Ordering online is a bit scary. Can you do it for me please?

Not a problem! If you’re happy to pay via credit card then give us a call and we’ll organise your order from our end in no time at all.

I got all the way up to the final check out stage, clicked “Place Order Now” and nothing is happening.

First, check to make sure you’ve entered all the necessary information (don’t forget about selecting a shipping option!) and click ‘Place Order Now’ again.
If you’re worried about whether an order has gone through or not, check your email inbox to see if you’ve received an order confirmation letter from us. If you're still not having any success placing your order you can give us a call and place your order for you.

I just bought this product a couple of hours ago, but I have changed my mind. How do I cancel this order?

If it has only been 2 hours or so, there is a good chance your order has not been packed yet. Send us an email (including your order number) or give us a call, and one of our friendly staff will organise the cancellation.

I placed my order a few hours ago and I still haven’t received my confirmation email: what’s going on?!

Hmm, that is odd! At times, an email can be incorrectly spelled or missing a character, meaning no email to your inbox.

Don’t forget to check your spam folder; email servers can be rather rude sometimes. Failing that, it’s likely that aliens have infiltrated our system, picked a particular order and beamed fireworks through the interwebs, exclaiming “You shall not receive your confirmation! Muahahaha!”

Email us at hello@yellowoctopus.com.au and we'll send out a duplicate post haste.

SHIPPING & DELIVERY

I live in Australia. What are my shipping options?

Free Click & Collect
Select the Click & Collect option at checkout to collect your purchase from our retail store located at 244 Wickham Rd, Moorabbin, Victoria.
If placing your order between the hours of 9:00am and 3:00pm on a weekday, please give us two hours to locate your purchase in our Aladdin's Cave of a warehouse and have it ready for you to collect.
If you place your order after 3:00pm on a weekday, or on a weekend or public holiday, we'll have it ready for collection from 11:00am on the next business day.


$7.99 Standard Shipping (FREE for orders above $99)
Flat rate shipping on your entire order.
3-8 business days.
Please allow up to 2 weeks for delivery if you are in Northern Territory or non-Metro Western Australia.

$16.99 Express Shipping
1-2 business days.
Western Australia and Northern Territory Customers: Please allow additional days for delivery if you outside the Australia Post National Express Network.
For customers in Perth, the Australia Post Express Network only covers the postcodes 6000-6005 and 6800-6899. For more details, click here.


$21.99 WANT IT NOW: Same Day Delivery within Melbourne
Order before 2pm on a business day and receive it the same day.
Available only in the Melbourne Metro, within the boundaries of the M80 Ring Road and the M3.

Do you offer International Shipping?

Yes we do! Shipping is a flat fee, so no matter how large your order is, the cost will be the same. Delivery is made either by DHL or Australia Post International Pack & Track.

$24.99 Flat Rate to New Zealand

$39.99 Flat Rate to the following countries: Austria, Belarus, Belgium, Belize, Bermuda, British Virgin Islands, Brunei, Canada, Cayman Islands, Costa Rica, Denmark, Finland, France, Germany, Gibraltar, Greece, Greenland, Guam, Guernsey, Haiti, Honduras, Hong Kong, Hungary, Iceland, Ireland, Isle of Man, Isreal, Italy, Jersey, Kuwait, Liechtenstein, Luxembourg, Macau SAR, Maldives, Netherlands, Netherlands Antilles, New Caledonia, Norfolk Island, Norway, Portugal, Singapore, South Korea, Sweden, Switzerland, United Kingdom, United Arab Emirates, USA, U.S. Outlying Islands, U.S. Virgin Islands, Vanuatu, Vatican City.

Please allow up to 14 days for delivery.

If I purchase something on Saturday night, when will my order be dispatched?

Our operating days (as well as the courier company's) are Monday - Friday, so as soon as we get back into the warehouse on Monday morning, your order will be picked, packed and dispatched.

I live near you. Can I just come past and pick an order up?

As we use Australia Post for our orders, we are at the mercy of their protocols.
Deliveries to Western Australia and Northern Territory are done via truck and so will take a tad longer to arrive than may be expected. Australia is one crazy big place.

If I order express shipping on a weekend or public holiday when will my order be shipped and when will it arrive?

If you place an order on Friday afternoon or on the weekends, your order will be shipped out the very next business day - on Monday morning. Express Shipping takes 1-2 business days from when the parcel is shipped, so your order will arrive on Tuesday or Wednesday.

If you ordered express on a Wednesday public holiday, your order would be packed on Thursday. Express Shipping takes 1-2 business days, so in this case, your order could arrive on the Friday, or at the latest, the following Monday.

Do you offer international shipping? I tried checking out with my address/country and the option isn’t appearing.

Yes, we currently offer international shipping for a flat-rate of $69, or $39 if you're in New Zealand. Unfortunately, some countries, even the countries we love most, experience issues at customs resulting in clearance failure.
Because of this reason we cannot ship to your country.
Have a look at the drop-down list to see where we do send to.

I live in Melbourne and I WANT IT NOW!

Not a problem, just make sure it is a normal business day, you're in the Melbourne Metro area (25km radius of the CBD) and you place your order before 2pm and we'll have it to you same day!

I live in an outer-suburb of Melbourne and I Want It Now, but when I put my address in, I am not getting the Want It Now shipping option. Why?

The Want It Now option is for areas within a 25km radius of the CBD. If the option is not appearing, unfortunately you are out of our WANT IT NOW zoning. We’re sorry :-( Have this flower instead? ---)(-@

The recommended shipping time states 3-8 business days. It has now been 8 business days and it still haven't arrived! What gives?

Please go to www.auspost.com.au/track. Enter your tracking number, and then wait for your parcel’s status to appear. Voila!

Otherwise, please also contact us if you would like further details regarding your order.

Australia Post states that my parcel is still in transit, but it’s been over 7 business days!

Contact us here and we will help locate your delayed parcel, and contact Australia Post on your behalf to give them a firm talking to.

When will my item arrive?

All our domestic deliveries are shipped by Australia Post.
Orders placed before 2pm on a normal business day will be shipped out the same day.
Orders placed on the weekends will be shipped out on Monday.
For Standard Shipping, your order will arrive in 3-8 business days.
For Express Delivery, it will take 1-2 business days.

Why is my item not tracking on AusPost and says 'No Events Found'?

Australia Post often does not update their tracking information until the parcel gets to the local depot at the final delivery destination. So if you live in Perth and you selected standard shipping, it will take approximately 5 business days for your parcel to get from Melbourne to Australia Post's Perth depot. If the item is past its due date and there is still no tracking information, please contact us here.

When checking the status of my delivery, why is the location on AusPost different to where I live?

AusPost will generally show the location of the depot which will be the closest facility to where an item will be delivered.

PRODUCT

Your site says that the product I want is sold out? When can I buy it?

  • If a product is out of stock, you’ll notice some red text underneath the price that says “Sign up to get notified when this product is back in stock”.
    If you click on that you’ll be able to sign up for an email notification that will let you know as soon as we have the item available.
    If you’re on a tight deadline, give us a call and we’ll be able to give you the date when the product will be back on our shelves.

What does it mean when it says a product is discontinued?

This product is no more. It has ceased to be. It’s expired and gone to meet its maker. It’s kicked the bucket, shuffled off its mortal coil, run down the curtain and joined the choir invisible!
It is an EX-PRODUCT! So it’s never coming back.
Sorry about that. And sorry for the lengthy Monty Python soliloquy.

I want to know a little more about one of your products. What’s the best way of asking?

From how loud a clock ticks to how soft the fur is on our Jellycats, we’re happy to elaborate. Drop us an email or give us a call to find out more.

PAYMENT

I don’t have a credit card, can I pay direct deposit?

  • If paying with credit isn’t on the cards, we do have a PayPal option available for you. Just make sure to select the PayPal option at checkout.
    You can pay with an Eftpos card in-person a our retail store in Moorabbin, or we also offer zipPay and Afterpay if interest-free buy-now-pay-later tickles your fancy.
    Failing those, we cannot accept any other payment method. Unless... you want to pay in 22 carat gold Krugerrands, but we can’t guarantee change.

My bank statement says the money has been debited from my account but I haven’t received confirmation of my order. So confused right now.

Hmm, that is odd! At times, an email can be incorrectly spelled or missing a character, meaning no email to your inbox.
Don’t forget to check your spam folder; email servers can be rather rude sometimes. Failing that, it’s likely that aliens have infiltrated our system, picked a particular order and beamed fireworks through the interwebs, exclaiming “You shall not receive your confirmation! Muahahaha!”
Email us at hello@yellowoctopus.com.au and we'll send out a duplicate post haste.

I've selected Click & Collect. Can I pay cash on collection?

We don't have the facilities (or muscly manpower) to keep cash safe on the premises, so unfortunately we can't accept cash payments. (We did ask Superman if he wanted to be our security guard, but he said he wasn't cape-able. Ha ha!)

RETURNS

What if I'm not 100% satisfied with my order?

  • We promise 100% satisfaction! If you don't absolutely love your purchase we'll take it back. You have 100 days from delivery date to return an item in its original packaging. We will happily cover the costs of returning your item, and once it has arrived back in our warehouse we will refund your for the total cost of the returned product(s) minus initial shipping costs.

The mug I ordered arrived with a great big crack in it; I’m pretty sure that’s not part of the design.

We do our best to package products so that there is minimal chance of them sustaining any injury while travelling to you. Sadly, we don’t always win. If a product arrives damaged in any way, please email us a photograph of the breakage and we will send a replacement out as soon as possible.

Depending on the damage done or what the product is, we may ask you to return the parcel to us. In this case, we will send you a paid for returns address so you don’t have to fork out any extra cash.
If you've decided you'd rather have a refund rather than a replacement, as soon as the faulty item has been posted back to us we will refund you fully for the product as well as initial shipping costs you may have paid.

TECHNICAL ISSUES

I’ve entered my credit card details and I've done everything but when I click ‘Place Order Now’, nothing happens?

  • Before trying the ‘Place Order Now’ button again, double check that you’ve remembered to fill in all the boxes... don’t forget the shipping option!
    If the computer still says no, then refreshing the page and entering everything once more will do the trick.

I want to pay with PayPal but there is no place to enter my details?

Make sure to select the PayPal option. Once you’ve clicked the ‘Place Order Now’ button, you will immediately be redirected to the PayPal page where you can do your thing.

You have far too many awesome things and my order total comes to over $99 but it still wants me to pay for shipping. That doesn’t seem fair, guys.

We agree! That’s why orders over $99 have free postage. If the option for free postage doesn’t automatically appear in the shipping method section please give us a phone call so we can sort it out for you.

GENERAL ENQUIRIES

I just called your office and no one picked up my call! Why don’t you like me?

  • Don’t be silly, we love you! The only reasons we're not able to answer your phone call are:

    - All the phone lines are occupied by other curious customers.
    In this case, please leave a message and we will call you straight back.

    - Is it past 6:00pm (AEST)?
    Our operating hours are 9:00am - 6:00pm AEST Mondays to Fridays (excluding public holidays), so please give us a call between these times. If you can’t get in touch with us, please leave us a voice message and we'll return your call on the next business day.

    - Aliens have abducted all our customer service staff and taken the phones with them.

If I buy 3 of these, can you give me a discount?

Sorry! As much as we’d like to, Octopuses also have bills to pay.
However, if you’re ordering more than 20 of one product, we should chat.
Drop us an email or give us a call and we’ll sort something out for you.

Does Yellow Octopus price match?

Do you have a particular product in mind? Email us your enquiry here.

Is Olli even a real Octopus?

Play nice now, Olli has feelings too. The thing is, when an Octopus makes the decision to live on land, he goes through a lot of changes.
Remember when Ariel (See: The Little Mermaid) went from mermaid to real girl?
You get it now, don’t you?

CAN YOU SHOW ME A PICTURE OF A CAT?

We're pawfectly capable of scratching that itch you're feline! Even better...
Enjoy our TCIF (Thank Cat Its Friday) DJ Cat Video!!