Help Center

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

To get a more specific delivery information, please refer to www.bigoceanmart.com/helpcenter.
Also, you can check your order status anytime online with by login to your Account - My Order.

 

4. Can I prearranged the date I want to get the delivery?

We regret to inform you that we are unable to accommodate scheduling of deliveries. However, you may coordinate with our courier partner to schedule according to your preference.

 

5. Do you deliver during weekends and holidays?

Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your parcel on working days only.

 

6. I need my order now, Can Big Ocean Mart speed up the delivery?

Yes we are able to speed up the delivery, The delivery time for your order depends on the location from. Once the item is shipped you receive a shipment notification.

 

7. I just received an email saying that my item has been shipped. When will I receive my order?

As the item has only just been shipped, it may take up to 24 hours to show on the website. Also, note that if you have ordered several items, these may be shipped separately according to stock availability. For the most accurate delivery time of your item(s), please refer to its respective product page.

Also, you can check your order status online with our Order Tracking tool.

 

8. I ordered multiple items, but why did I receive only one email and one tracking number?

Products may be shipped from various facilities and therefore may arrive at different times. Also, note that if you have ordered several items, these may be shipped separately. you will receive individual emails with the tracking number for the different shipments in the order.

 

9. 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.

 

10. 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.

 

11. 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 at www.bigoceanmart.com./contact immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.

 

12. Is there any domestic area Big Ocean Mart cannot deliver to?

Lazada Malaysia can deliver to all domestic areas.

We work in partnership with 4 big logistic companies: Aramex, GDex, Line Clear Express. SkyNet, Citylink and also have our own delivery team to serve our customer best.

 

13. Does Big Ocean Mart offer international shipments?

International shipment is not available at Big Ocean Mart at the moment.

 

14. Can Big Ocean Mart deliver the package to my office?

We will deliver your order following the address you provide during checkout, whether it is your house address or office address.

 

15. Can I pick up my order at Big Ocean Mart office?

Big Ocean Mart does not provide you with a self-service delivery location to pick up your orders.

 

16. How do I track my order status?

You can track your order online 24 hours/7 days by following these steps:

a) Go to Track Order

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.

 

17. I can't track my order on courier tracking page. How do I track my order?

Tracking information may not be available for your package; it will be available within the next 24 hours when our logistic partners have updated their records.

If after 1 business day you still have problem with your tracking number, please reach out to us at adeline.lee@bigoceanmart.com We will assist you right away.

 

18. How can I change delivery address/ phone number/ recipient for my existing order?

If you want to change:

• Phone number for your existing order
• Recipient for your existing order
• Delivery address for your existing order

Please send us your inquiry at Contact Us. We will contact you as soon as possible. However, the above changes are not applicable if status is in shipped.

If you want to change your account information or future order information, you can log in to your Big Ocean Mart account and edit your information.

 

19. Can I change my payment method after order has been made?

At Big Ocean Mart, we do not offer an option to change payment method for your existing order. Hence, we suggest you place a new order and cancel your existing order immediately by sending us a request to cancel order at contact us. We will help you cancel it.

 

20. Can I change items from my order after order has been processed?

Unfortunately once an order has been processed, no changes can be made. However, you may request to cancel your order by calling customer service.

 

21. I accidentally ordered duplicate items. What should I do?

Yes, you may call our customer service hotline to cancel a duplicate item. However, please bear in mind to give us a call as soon as you realize it as Big Ocean Mart might have packed and shipped the items out.

 

22. I received an incomplete order, what should I do?

Please notify us immediately at www.bigoceanmart.com/contact 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.

Kindly read and follow our How to Return guide here 

 

23. 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 at Contact Us. 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.

Kindly read and follow our How to Return guide here

 

24. I received damaged/ defective item, what should I do?

We apologize that your order was not received in its rightful condition. We understand your frustration concerning the state of your order upon its arrival. Big Ocean Mart makes every effort to adequately pack your shipments to ensure the protection of the contents of your shipment. Please contact our Customer Service for assistance with your damaged order.

 

Kindly have your parcel shipped to the following address:

Big Ocean Mart Sdn. Bhd.

No. 25-2, Petaling Jaya Commercial Center,

Jalan PJS 5/30, 46150 Petaling Jaya,

Selangor, Malaysia.

 

25. Within how long should I inform Big Ocean Mart about my damage/defective/incorrect item?

For faster process, we really appreciate if you could get back to us within 48 hours upon receiving a damage/defective/incorrect item. Your item will still be entitled for our 14-day return policy.

Please notify us at adeline.lee@bigoceanmart.com We will assist you right away.

 

26. How do I return an item? 

Before returning an item, check our Big Ocean Mart Return Policy to make sure your item is eligible for return.

If your return meets all requirements, return can be initiated via the Online Returns Form (recommended for a faster processing). If you are unable to access the Online Return Form, contact our Customer Service. We are happy to help you with your return.

 

Note: You can ship your return item using any courier service and your courier fee will be reimbursed if is a valid return (Please refer to our return policy).

For free shipping charge, please drop your return item to the Big Ocean Mart Sales Office available for klang valley customers. 

 

27.  What is the Big Ocean Mart Returns policy?

All items sold on Big Ocean Mart are covered under the 100% Buyer Protection and/or Satisfaction Guaranteed. The logo(s) of the return policy for each item can be found on the item’s page

Depending on the applied Return policy, you may return your item to us within 7 or 14 calendar days. Countdown starts from the date you received the item to the post stamp date on the return parcel.

Requirements for a valid return:

• Proof of purchase (order number, tax invoice, etc)
• Bank details in Return Form if original payment is made via eGHL or Cash-on-Delivery
• Include printed Return Form and Big Ocean Mart Invoice in each return package box
• Reason for return has to be valid and return acceptance conditions met (check out below) Should there be any item damage due to our transportation, please contact our customer service within 24 hours for claim purposes.

 

28.  For which reasons can I return an item?

You may want to return your item due to any of the following reasons:

x : Not Required | ✓: Required

NOTE: In the unlikely event that your return does not meet requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed. Returns are not applicable for all under garments due to hygiene purposes

 

29.  Can I return an item after the return policy coverage days?

Your item cannot be returned after 7 calendar days for items under 100% Buyer Protection and 14 calendar days for items under Big Ocean Mart’s Satisfaction Guaranteed.

You can also find the warranty center contact information for your item on the warranty card in the package.

 

30.  How do I track my return status?

You can track return status using the tracking number provided to you by our logistics partner or via our Order Tracking tool.

 

31.  How long is the quality evaluation process?

Replacement process only begins after we have completed evaluating your returned item.

This quality evaluation process may take up to 2 - 3 business days.

 

32.  Where to return?

Kindly have your returns shipped to our NEW Returns Mailing Address:

Big Ocean Mart Sdn. Bhd.

Returns department

No.25-2, Petaling Jaya Commercial Center,

Jalan PJS5/30, 46150 Petaling Jaya, Selangor, Malaysia

 

33.  Why are my items shipped separately?

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 our Order Tracking tool at Order-tracking.

 

34.  I ordered multiple items, but I only receive 1, where are my other items?

If you ordered from multiple sellers in one order then you will receive your order in separate parcels. If you ordered all the items and still find some items missing in your parcel then please reach out to us at www.bigoceanmart.com/contact and we will investigate the matter for you right away.

You can also check the status of each of your items online with our Order Tracking tool.

 

35.  How do I check delivery lead time of a product?

Delivery to some postcodes and outlying areas outside Klang Valley may take slightly longer. For further details on delivery lead times, enter postcode to check delivery options and lead time at the CHECK box on product information page.

 

36.  Can I prearranged the date I want to get the delivery?

We regret to inform you that we are unable to accommodate scheduling of deliveries. However, you may coordinate with our courier partner to schedule according to your preference.

 

37.  Do you deliver during weekends and holidays?

Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your parcel on working days only.

 

38.  I need my order now, Can Big Ocean Mart speed up the delivery?

Yes, we are able to speed up the delivery provided your areas are in Klang Valley cities. Once the item is shipped you receive a shipment notification.

 

39.  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, 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.

 

40.  Can I cancel my order after order has been shipped?

Unfortunately we are unable to accommodate to your request for cancellation once the item has been shipped which customize units. In case your ordered item is standard unit you have an option of rejecting it upon delivery. Under the circumstances whereby item has shipped to your designated address, kindly decline delivery.

 

41.  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 at www.bigoceanmart.com/contact immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.

 

42.  Is there any domestic area Big Ocean Mart cannot deliver to?

Big Ocean Mart can deliver to all domestic areas.

We work in partnership with 4 big logistic companies: Aramex, Line Clear Express, Skynet, Citylink and also have our own delivery team to serve our customer best.

 

43. Does Big Ocean Mart offer international shipments?

International shipment is not available at Big Ocean Mart at the moment.

 

44. Can Big Ocean Mart deliver the package to my office?

Big Ocean Mart will deliver your order following the address you provide during checkout, whether it is your house address or office address.

 

45.  Can I pick up my order at Big Ocean Mart office?

Big Ocean Mart does not provide you with a self-service delivery location to pick up your orders.

 

46.  What are the payment methods available?

We support the following payment options at Big Ocean Mart:

• Cash On Delivery (Available in Klang Valley only)
• Credit/ Debit Card
• Online Banking
• e-GHL

47.  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 at adeline.lee@bigoceanmart.com 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

 

48.  What is COD?

COD stands for Cash On Delivery. With this payment method, you can pay in cash to the delivery agent upon receipt of your order. This service is currently available in Klang Valley only. However, this depends on your postal code and if that area is covered by our courier partners.

Simple. Secure. Hassle-free! Enjoy having a peace of mind when you purchase using COD at Big Ocean Mart.

 

49.  How to avail the installment?

Unfornately Big Ocean Mart does not offer installment on any Buyer purchase.

 

50.  Which credit cards are accepted for payment?

Big Ocean Mart accepts all Visa and MasterCards, both Credit and Debit, and is 3D Secure (Verified by Visa, and MasterCard Secure) enabled. All your credit card information are protected by means of industry- leading encryption standards.

 

Please note that additional charges may be incurred if you are using a non-Malaysian issued card due to Foreign Exchange.

 

51.  Why was I charged with wrong amount in my order?

Your order might incur a shipping surcharge or bulky fee. For more information on extra fee terms, 

If your order was indeed charged with wrong amount, please contact us at adeline.lee@bigoceanmart.com. We will assist you immediately.

 

52. Do you keep my credit card details?

Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks.

If you are using a credit card which is not under your name, please contact us at adeline.lee@bigoceanmart.com

 

53.  Where can I request an official receipt?

To request an official receipt, please send your request to adeline.lee@bigoceanmart.com. We will assist you right away.

For retail items, official receipts can be issued upon request and only when orders are completely delivered. All official receipts will be sent via email.

 

54.  What are the shipping rates & surcharge?

We try our best to deliver items to our customers quickly with minimal shipping rates. Currently shipping rates are calculated based on weight, dimensions, origin, and destination. We also offer FREE SHIPPING for some specific items. Your shipping fee (if any) will be clearly informed during your checkout.

 

55.  How do I check my shipping fee when placing an order?

While shopping, you can see the shipping fee at the product page if applicable. Just enter your delivery postcode and the shipping fee will be displayed.

Please note that final shipping fee is only confirmed at checkout as it is calculated based on the order delivery address.

 

56.  How do I know the stock Big Ocean Mart have?

Choose the product you want and go to its product page.

You will see the stock information on the right side of the page, where it shows clear number of stock if below 5 or mentions "In Stock" if the available stock is more than 5.

 

57.  What if the product I've received appears to be different from the description?

We select images that we hope most accurately reflect the colour and shape of products along side the product specification, but, depending on your screen resolution, or the manufacture that supplies the product, there may be small variations in colour, such as a slightly lighter shade between the actual product and how it appears when viewed on the website.