Shipping policy
We aim to process and ship all orders as quickly as possible. Please allow 1–3 business days for order processing and handling before your order is shipped out.
For Canada orders, please allow up to 5 additional business days for shipping.
For USA orders, please allow up to 7 additional business days for shipping.
For international orders, please allow up to 10 additional business days for shipping.
Please note that while our goal is to exceed these timelines, shipping times may vary due to factors beyond our control such as carrier delays, customs processing, or local delivery conditions.
WE ARE NOT RESPONSIBLE FOR THE FOLLOWING SHIPPING CONCERNS:
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Incorrect shipping information: Customers are responsible for providing accurate shipping details at checkout. If you provide an incorrect or incomplete address (including missing apartment or unit numbers), you will be required to pay for a new shipping label to have your order reshipped.
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Stolen packages: OCTA Pets is not responsible for packages marked as delivered but reported missing. Please ensure that your delivery address is secure.
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Customs, duties, or taxes: Customers are responsible for any applicable customs fees, import duties, or taxes. OCTA Pets will not reimburse or cover these costs.
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Packages delivered to the wrong address or neighbor: In cases where tracking shows a completed delivery, customers are responsible for contacting local carriers or neighbors to recover misplaced packages.
IF YOUR ORDER IS RETURNED TO SENDER OR DECLINED FOR ANY REASON:
If your order is returned to us due to an incorrect address, delivery refusal, or unclaimed package, the customer will be responsible for paying a new shipping fee to have the order resent.
If you choose not to have your order resent and it is returned to us, a 25% restocking fee will be applied to your refund, along with a $15 USD shipping charge for the original shipment (even if your order originally qualified for free or discounted shipping).
TRACKING YOUR ORDER
Once your order has shipped, you will receive a confirmation email with your tracking number. Please allow up to 48 hours for the tracking information to update.
If your tracking shows no movement after several business days, or if your order appears delayed, please contact us at support@octabrands.co so our team can investigate with the carrier.