FAQs – Frequently Asked Questions
We’ve compiled a list of frequently asked questions to help make your shopping experience smoother. If you can’t find what you’re looking for, feel free to contact our customer support team.
1. Ordering & Payment
Q: How do I place an order?
A: Simply browse our store, add your favorite items to the cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase.
Q: What payment methods do you accept?
A: We accept:
· Credit & Debit Cards: Visa, Mastercard, American Express
· Digital Wallets: PayPal, Apple Pay, Google Pay
· Buy Now, Pay Later: Afterpay
Q: Can I modify or cancel my order after placing it?
A: We process orders quickly, so changes may not always be possible. If you need to modify or cancel your order, please contact us within 12 hours of placing your order.
Q: Will I receive an order confirmation?
A: Yes! Once you place an order, we will send a confirmation email with your order details. Please make sure to enter a valid and accurate email address at checkout to ensure you receive it. If you don’t see the email, check your spam or junk folder or contact us.
2. Shipping & Delivery
Q: Where do you ship to?
A: We currently ship to NZ, AU, US. If your country is not listed at checkout, Please contect with our support team, we are happy to quote the shipping fee for you.
Q: How long does shipping take?
A: Estimated delivery times:
· Standard Shipping: 2-3 business days
· International Standrard Shipping: 10-15 business days
· International Express Shipping: 3-8 business days
Q: How much does shipping cost?
A: Shipping costs vary based on your location and order size. The exact amount will be displayed at checkout. We also offer free shipping on orders over $89 (For NZ orders Only).
Q: How can I track my order?
A: Once your order is shipped, you’ll receive an email with a tracking number and a link to track your package in real time.
Q: What happens if my package is lost or delayed?
A: If your order is delayed beyond the expected timeframe, please check your tracking information. If the issue persists, contact our support team for assistance.
3. Returns & Refunds
Q: What is your return policy?
A: Please refer to our Return and Refund Policy.
Q: How do I request a return or exchange?
A: Contact our support team with your order number and reason for return. We’ll guide you through the process and provide a return shipping label if applicable.
Q: Are returns free?
A: Please refer to our Return and Refund Policy.
Q: When will I receive my refund?
A: Refunds are processed within 2-3 business days after we receive the returned item. The amount will be credited back to your original payment method.
Q: Can I return sale items?
A: Sale or clearance items are not eligible for returns unless defective.
4. Products & Availability
Q: Are your products authentic?
A: Yes! We are an authorised retailer and only sell 100% genuine and original products.
Q: What if an item I want is out of stock?
A: If an item is out of stock, you can sign up for back-in-stock notifications on the product page. We restock popular products regularly.
Q: Do you offer gift wrapping?
A: Not at the moment,but we will offer gift wrapping at checkout for an additional fee soon. You can also include a personalised gift message.
5. Promotions & Discounts
Q: Do you offer discount codes?
A: Yes! We occasionally offer promo codes, which are announced via email, social media, and our website.
Q: Can I use multiple discount codes on one order?
A: No, only one promo code can be used per order unless stated otherwise.
6. Account & Privacy
Q: Do I need to create an account to shop?
A: No, you can check out as a guest. However, creating an account allows you to track orders, save addresses, and access exclusive deals.
Q: Is my personal information secure?
A: Yes! We use SSL encryption and secure payment gateways to protect your personal and payment details.
Q: How can I update my account details?
A: Log in to your account and go to "My Account" to update your address, email, or payment methods.
7. Contact & Customer Support
Q: How can I contact customer support?
A: You can reach us via:
· Email: admin@ocare.co.nz
· Live Chat: Available [From 10am-4:00pm During Working days]
· Phone: 0064-9-9481920
Q: What are your customer service hours?
A: Our support team is available [From 10am-4:00pm During Working days]. We aim to respond to inquiries ASAP.
Thank you for taking the time to read our FAQs! We appreciate your trust in our store and are always here to assist you. If you have any further questions, don’t hesitate to reach out—happy shopping! 😊
