Order & Shipping FAQs
1. When will I receive my order?
After you have successfully placed your order, our Customer Service team will conduct a verification process and update you as soon as possible by email and SMS.
After successful verification, you can expect to receive your order within the following time frame:
- In Metro areas: 3 - 6 working days
- In Non-Metro areas: 3 - 14 working days
To get a more specific delivery information, you can check your order status anytime online with by login to your Account - My Order.
2. I ordered multiple items, but I only receive 1, where are my other items?
If you ordered all the items and still find some items missing in your parcel then please reach out to us at email@example.com and we will investigate the matter for you right away.
3. How do I check delivery lead time of a product?
Delivery to some postcodes and outlying areas outside Klang Valley may take slightly longer.
4. Can I prearranged the date I want to get the delivery?
We regret to inform you that we are unable to accommodate scheduling of deliveries. However, you may coordinate with our courier partner to schedule according to your preference.
5. Do you deliver during weekends and holidays?
Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your parcel on working days only.
6. I need my order now, Can you speed up the delivery?
Yes we are able to speed up the delivery, The delivery time for your order depends on the location from. Once the item is shipped you receive a shipment notification.
7. I just received an email saying that my item has been shipped. When will I receive my order?
As the item has only just been shipped, it may take up to 24 hours to show on the website. Also, note that if you have ordered several items, these may be shipped separately according to stock availability. For the most accurate delivery time of your item(s), please refer to its respective product page.
8. How can I know exact date and time of the delivery?
We are unable to provide you with an exact time and date of delivery. Delivery times are influenced by product availability, geographic location of the Seller, your shipping destination and the courier partner's time-to-deliver in your location. You can check your order status online with our Order Tracking tool.
9. Can I cancel my order after order has been shipped?
Unfortunately we are unable to accommodate to your request for cancellation once the item has been shipped. In case your ordered item you have an option of rejecting it upon delivery. Under the circumstances whereby item has shipped to your designated address, kindly decline delivery.
10. What if I am not at home when the package arrives?
You will need to sign a letter of authorization as a confirmation and indicate a second party at the point of purchase to identify the person.
You can also contact our customer service at firstname.lastname@example.org immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.
11. I received an incomplete order, what should I do?
Please notify us immediately so we can assist you promptly.
- If the missing item from your order is a gift/ bonus, we will push to deliver it to you soon.
- If the missing item from your order is a part of a product ,please return the item back to us in its original packaging, with full accessories and invoice.
12. I received the wrong item, what should I do?
If the item you received is not what you originally ordered, we are happy to exchange the items for you. Please notify us immediately. We will contact you right away.
To assure prompt return resolution, please pack the item in its original package, with full accessories and buying invoice.
13. What are the payment methods available?
We support the following payment options at Big Ocean Mart:
- Cash On Delivery (Available in Klang Valley only)
- Credit/ Debit Card
- Online Banking
14. How can I know if my payment was successful or fail?
Notification will be sent via sms and email within 24 hours upon completion of order confirmation. In the event if after the aforementioned period there is no confirmation, kindly contact us to clarify on purchase status.
Please be aware of your Bank reconciliation schedule as this might have impact on your payment, payment cannot be performed during bank reconciliation time. Kindly find your bank reconciliation hours on the list below**.
**Only applicable for e-GHL