Shipping policy

Where we ship

We ship worldwide. Shipping is free on every order — the cost is already included in the price you see.

Processing time

Orders are processed within 1 to 3 business days. You'll get a confirmation email with tracking as soon as your order leaves our fulfilment centre.

Delivery time

Most orders arrive within 7 to 14 business days after processing. Delivery times are estimates, not guarantees. Weather, customs and carrier backlogs can add a few days, especially in October and December.

Where your order ships from

OctoPal works with international fulfilment partners. Depending on stock, your order may ship from a warehouse outside your country.

Customs and duties

Duties and import taxes are not included in the price. On rare occasions customs may charge a fee on delivery — this is set by your country's customs authority, not by us, and is the recipient's responsibility.

Tracking

Every order is tracked. You can follow it on our Track your order page using the number in your shipping confirmation email. Tracking can take 3 to 5 days to show its first scan — that's normal and doesn't mean anything is wrong.

Wrong address

Please double-check your shipping address at checkout. We can change it if you email us within 12 hours of ordering, but once a parcel has shipped we can't redirect it. Orders returned to sender because of an incorrect address can be reshipped at the customer's expense.

Lost or delayed parcels

If your order hasn't arrived 30 days after shipping, email helloctopal@outlook.com with your order number and we'll open an investigation with the carrier. If the parcel is confirmed lost, we'll reship or refund it.