FAQs

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.

What happens if the postie comes while I’m not home?

If no one is home when the postie comes to bring your goodies, the parcel will be taken to the Post Office for collection. We know this is a bit of a bummer when you’re excited for your new things, but it would be an even bigger bummer if the parcel got stolen. We don’t want that to happen to you!
If you aren’t likely to be home, you might be able to use your work address instead.

I need to change my delivery address

Unfortunately, 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 has been 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 money back guarantee 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.

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 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.

  • If your tracking details say “Contact Sender” it may mean that your delivery address may have been incorrect and your order is being returned to us. Please email hello@yellowoctopus.com.au to alert us to this.

  • If your item is being delivered to a P.O. Box and the AusPost tracking shows the parcel has already been in your suburb for a few days - but is still listed as “In Transit”, there’s a high chance that it actually has been delivered to your post office.

    The parcel is likely too large for your P.O. Box and the parcel needs to be collected from the counter. Please take your tracking number to the post office for immediate 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 on (03) 8684 9079 during normal business hours and one of our friendly staff members will help process your order from our end.

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

First, please 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, please check your email inbox including the spam folder 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.

However, if your order has already been processed by our warehouse, unfortunately, we will not be able to change or cancel your order. We do however have a 100 day money back guarantee, so you can return the parcel back to us for a full refund.

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

Please don’t forget to check your spam folder first; email servers can be rather rude sometimes.

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

Regardless, please email us at hello@yellowoctopus.com.au and we'll send out a duplicate email haste.

I’m in the UK, why can’t I buy cool things?!

Sorry! The introduction of new UK VAT legislation for imports into the UK from 31 December 2020 has made it too difficult for Octopuses to sell cool things. Unfortunately, this means we can no longer ship to our friends in the United Kingdom.

SHIPPING & DELIVERY

I live in Australia. What are my shipping options?

$8.99 Standard Shipping (FREE for orders above $99)

Flat rate shipping on your entire order.

All orders are shipped from Melbourne: please allow 3-8 business days depending on how far you are from Melbourne!

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. If you please your order before 2pm, your order will be dispatched from our Melbourne warehouse on the same business day.

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.


Same Day Dispatch

If you manage to order before 2 pm 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.

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 Standard.

$16.99 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, Israel, Italy, Japan, Jersey, Kuwait, Liechtenstein, Luxembourg, Macau SAR, Maldives, Netherlands, Netherlands Antilles, New Caledonia, Norfolk Island, Norway, Portugal, Singapore, South Africa, South Korea, Sweden, Switzerland, United Arab Emirates, USA, U.S. Outlying Islands, U.S. Virgin Islands, Vanuatu, Vatican City.

Due to the global pandemic please allow to 14-24 business days for international deliveries.

Unfortunately, some countries, even the one we love most, experience issues at customs resulting in clearance failure. As a consequence, if your country is not on the list above, we no longer ship there.

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.

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 either 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.

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

Please go to www.auspost.com.au. 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 8 business days!

I'm sorry that this has happened. Please contact us and we will help locate your delayed parcel. We'll can follow up with 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 Shipping, it will take 1-2 business days.


For a more accurate delivery estimate, please use the Australia Post Delivery Times calculator and enter our warehouse postcode (3192) as well as the delivery postcode.

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

Australia Post sometimes takes up to 24 hours for the tracking information to be updated. Please try tracking your parcel again little later.

However, if it's been more than a day or two after you received your tracking details from us and there's 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 tracking details will sometimes show the location of the depot where the delivery driver is based, and not necessarily the suburb where an item has been 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.

I’ve seen some cool things on your website that I want to buy, but I want to come to your click & collect point  and buy them in person. Can I do this?

Unfortunately, Click & Collect is unavailable until further notice.

However, keep in mind that we do have a 100 day money back guarantee for online orders! You'll have 100 days from delivery date to return an item as long as the products are unused, in its original packaging and in resalable condition.

Find out more information about returns here.

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.

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.

Please also 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!”

Regardless, please also email us at hello@yellowoctopus.com.au and we'll send out a duplicate post haste.

RETURNS

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

100 DAYS HASSLE FREE RETURNS ON ONLINE ORDERS ONLY.
For in-store purchases please check your receipt for details.

We promise 100% satisfaction!

If you don't absolutely love your purchase, we'll be more than happy to take it all back. We have a 100 day money-back guarantee, so you'll have 100 days from delivery date to return an item as long as the products are unused, in its original packaging and in resalable condition.

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. If this is the case, we will send you a free returns address so you don’t have to fork out any extra cash for postage.

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.

I've been clicking and clicking, but nothing is happening.

I'm sorry that you are experiencing issues with the website! Please click 'refresh' on your internet browser, and give it another go.

If you are still experiencing issues, we'll love to know about this! There may be others having the same issue, so please us a call on (03) 8684 9079 during business hours, or send us an email at hello@yellowoctopus.com.au, and our technical team will assist you immediately.

I'm using Internet Explorer browser, and your website doesn't seem to be loading properly.


Internet Explorer took a nap over the the past 15 years, and our website has grown out of it. Kind of the same way you’ve grown out of your favourite childhood gumboots.

Please try using another browser – pretty much ANY other browser (Chrome, Firefox, Safari – even Microsoft Edge), or give our friendly team a call to place your order over the phone.

 

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 Victorian 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 units 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! Here you go!