ORDER TRACKING

Order Tracking for Your Orders

All tracking numbers can be found in the shipping notification emails we send out, as well as on your profile dashboard. Tracking numbers generate when a shipping label is printed at our facility - keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed. 

If it has been more than 24 hours since you received a shipping notification and the tracking still reflects no action or movement, contact us at customer.service@octodancer.com

Order never arrived?
If your order didn't end up arriving, be sure to let us know!

First, check your shipping confirmation and check that you had entered the correct address. If the address was incorrect, we'd be happy to send you another order to the correct address, however, it will have to be at your cost.

If the shipping address was correct, get in touch with us at customer.service@octodancer.com making sure you quote your order number. We'll see what can be done.

Shipping with Tracking

Our estimated shipping delivery times:
Our estimated shipping delivery times after fulfillment:
USA: 8–10 business days
USA & International Express: 1–3 days
USA Overnight: 1 day
Canada: 10–12 business days
Canada DDP: 3-5 business days (Canada only)
World: 10­–20 business days

Your order will be sent out on average within 3 days of ordering.

Orders shipping with the overnight, express, and standard methods will always have tracking available. Meanwhile, orders shipped out with the economy, no rush, or flat rate method may not have tracking available.

Your package is returned to Octodancer

When we receive notice that your order arrived back to our facility we will contact you to determine how you would like to proceed. Contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you or had an incorrect address originally provided.

What happens if a package isn't delivered to you, but the tracking states that it did?

Octodancer will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, Octodancer would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address. 

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

Who pays the customs duties & taxes?

International shipments may incur customs fees. The customs policy is different in each country, and the fee is usually based on a variety of factors like weight, value, and size. We do not take responsibility for customs fees.

Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. You, the customer, are responsible for these fees. Any fees are paid to appropriate customs agency by you.
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