You can find answers to some of the frequently asked questions below, if they are not already covered in Shipping and Returns & Refunds.

How long does it take for you to process/ship my order?

Our store requires that all orders are verified and approved in the order that they come in, and this may take between 1-2 days to process. Once your order has been processed it will be shipped and a shipping confirmation will be sent to the email that you entered during the checkout.

How do I track my order?

Once your order has shipped, you will receive a shipping confirmation email. You can track your order by clicking the link in the email. If you did not receive a shipping confirmation after 3 business days of placing your order, please reach out to us at hello@saltycacti.com.

Can I change my order/delivery address?
Orders are processed as soon as we can upon receiving order confirmations. Change of address and change of size can only be done within 1-hour of submitting your order. Please send us an email at hello@saltycacti.com as soon as possible and we will try our best to assist you to make the change.

Unfortunately, we are not able to add or remove an item from your order. If you would like to add or remove an item, you may cancel your order within 1-hour and place a new order.

Can I cancel my order?
You may cancel your order within 1 hour from the time of purchase. Please email us at hello@saltycacti.com with the subject "Order Cancellation" to cancel an order. Our customer service agent will assist you from there.

I did not receive my order, what should I do?
Please contact us at hello@saltycacti.com if you do not receive your order within 7 days for local orders and 21 days for international orders from your date of purchase. We will investigate and try to locate your missing parcel. If your parcel is not delivered after 30 days and confirmed to be missing by the postal service, you can opt to receive either a refund or have it redelivered to the same address only. We are unable to process a refund if the non-delivery is due to wrong address provided resulting in a missing parcel. Parcels that get returned to our warehouse safely can be refunded after deducting the shipping and processing fee incurred. Orders that exceed 40 days will be closed automatically and no refunds will be processed thereafter.

Do I have to pay for custom and duty charges?
Note that deliveries to some countries may incur custom/duty/import charges or taxes. The rate and amount vary depending on the value of the parcel, type of items, where they are from etc. Since different countries have different import laws, it is important that you are aware of the duties that apply in your country. Salty Cacti is not responsible for these charges and delay or non-delivery arising from custom officials holding the parcel. All applicable customs and import duties or taxes are the responsibility of the customer in order for your package to clear customs, though it is not always the case that your parcel will incur customs and import duties or taxes. Note that if you decide not to pay the custom/duty/import charges, you will not be refunded for your order.

I received a faulty item, what should I do?
We are so sorry! While we try our best to check every item before sending them out, sometimes it happens. Please email us at hello@saltycacti.com with pictures of the defect and we'll take it from there.

The tracking information shows that the parcel is delivered, but I did not receive it, will you re-send a new parcel?
Unfortunately, if the tracking information shows that the parcel is delivered, the order is closed and we are not able to send out a new parcel. Please ensure that you enter your address accurately when checking out in order to receive your package safely.

Why is my tracking number invalid?
Tracking information can take a few business days to appear. If your tracking number is still invalid after 3 business days, you may reach out to us with your order number at hello@saltycacti.com.

What is your return policy? Can I exchange an item?
Please see  Returns & Exchanges.

Did not find your question here?
Send us an email at hello@saltycacti.com!