Below are a few frequently asked questions regarding our products and service. If you have ordered already this page can help troubleshoot any queries you have.
1) Where is my tracking number? My item appears to be stuck in transit?
Sometimes it may take 3-5 business days after despatch to generate your tracking number from our courier. When it arrives, we will send you an automated message with the number and how to track. Please be aware that tracking may not show for several days after despatch. Fulfilment can take 2-10 days depending on how busy we are.
Items can have tracking lags of 2 weeks or more during busy periods. This is completely normal and there’s no need to panic. It’s simply as the couriers during busy periods are that busy, they sometimes do not scan until the parcel is in the destination country.
2) How long do orders take to reach their destination?
It varies, but it can take 2-5 weeks depending on location. Many customers get their parcels rapidly, while occasionally it can take longer than expected on items that have high demand, so do not panic!
We ship from a couple of warehouses around the World including the USA, Hong Kong & Europe, but it all depends on the item ordered and the stock of that item in that warehouse at the time of ordering which is why orders may also take slightly longer than usual in some instances.
NOTE: South Africa & Canada can take slightly longer than usual due to long transfer times. (From the item despatch date, it can take 20-30 days or thereabouts)
3) Why have I only received one of my bulk orders?
We cut costs for our customers, which is why our prices are very competitive and this means we ship parcels separately when needed. One parcel may arrive before the other, but this is completely normal so please account for time to allow this. Sometimes parcels may have a weight limit so if you ordered more than 2 of an item, it could be shipped in more than one shipment.
4) I can’t track my parcel or package. Why?
Please be aware that tracking may not show for several days after despatch. It will be trackable on our website once it is, so do not panic about this. Use the tracking page on our website for all tracking numbers. On occasion, tracking may not update for a while due to customs mis-scanning the parcel in question. However, when it is next scanned then the tracking information will populate.
5) Do you offer refunds?
We offer refunds on certain goods. However, on items that require hygiene such as clothing, face/snorkel masks and so on, we cannot offer refunds due to stringent hygiene requirements and we sometimes outline this also on our product page and terms/refunds page. Other items can only be refunded if they have not yet been used and are sent back in the exact same condition, we sent them to you. Otherwise, we cannot resell them on receipt/return. Clearance items do not qualify for refunds. All sales are final in this instance. That said, under certain circumstances we will happily grant refunds.
6) Do you ship Worldwide?
We ship to most countries! Not sure if we do? Try us and we will help you as much as possible. Simply use the contact form to send us a message.
7) Do you do bulk orders?
We supply for several overseas retailers, so if this is something you are interested in, then do feel free to get in touch via our contact form.
8) Why are your prices so good?
We buy in bulk and cut out the expensive middle men management, which means we can pass these savings onto our customers, which is you!