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: 1 - 6 working days
- In Non-Metro areas: 3 - 10 working days
Also, you can check your order status anytime online with by login to your Account - My Order.
1. How do I track my order status?
You can track your order online 24 hours/7 days by following these steps:
b) Enter your order number and email address
c) Press "Track Order" to process
Or you can just click on Order Tracking on top of Big Ocean Mart page, enter your order number and email address, then press "Track Order" to check your order status.
2. 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.
3. Can I cancel my order after order has been shipped?
Unfortunately we are unable to accomodate 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.
4. 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 immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.
5. 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.
6. 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.
7. What are the payment methods available?
We support the following payment options:
- Cash On Delivery (Available in Klang Valley only)
- Credit/ Debit Card
- Online Banking
8. 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