Shipping & Customs

What shipping options do you offer?
We offer several shipping options: Registered Airmail, FedEx Economy, and FedEx International Priority, E-Express (selected countries only), S.F. Express (Hong Kong only) and Smart Post (Hong Kong only).

How much is shipping?
Shipping cost varies from destination to destination and according to the shipment option you choose. Please refer to your shopping cart for the shipping cost of your purchase. Note that all shipping methods require a signature at delivery.
Customs duty may be imposed on your shipment upon customs clearance. Such customs duty is not included in the shipping cost calculation and must be borne by you. Please email us or contact your local authority for further inquiries on this matter.

When will you ship my item after payment settled?
We ship every Monday, Wednesday and Friday (HKT). The CUT-OFF time is 10:00am (HKT). Any order placed with PAYMENT SETTLED* before the cut-off time will be shipped on the same day. For your ease of reference, please refer to the following table for the time in GMT, PST and EST.

*Please refer to "Payment methods" for the time of settlement of different payment methods.

How to check my Order Status?
You can check your order’s status by logging in to your account and reviewing your Basket.
Pending — you placed items in their cart, but has not gone through the checkout process
Awaiting Payment — you have completed checkout process, but payment has yet to be confirmed
Awaiting Fulfillment — you have completed the checkout process and payment has been confirmed
Awaiting Shipment — order has been pulled and packaged, and is awaiting collection from a shipping provider
Awaiting Pickup — order has been pulled, and is awaiting customer pickup from a seller-specified location
Partially Shipped — only some items in the order have been shipped, due to some products being pre-order only or other reasons
Completed — order has been shipped/picked up, and receipt is confirmed
Shipped — order has been shipped, but receipt has not been confirmed
Cancelled — seller has cancelled an order, due to a stock inconsistency or other reasons
Refunded — refund has been issued
Manual Verification Required — order on hold while some aspect (e.g. tax-exempt documentation) needs to be manually confirmed

Can you combine my orders in one shipment?
We only process shipment as per each order. If you forgot to add items after you have already paid for an order, please place a new order with all the items, emails us and we will cancel and refund your first order. This way you will have the best shipping rate.
Please keep in mind our cut off time of 10am Hong Kong Time (GMT+8) so that we may cancel and refund your order in time for delivery.

What is the delivery time?
Please expect your item within the time frame specified below:

* A tracking number is provided for all Registered Airmail/E-express packages for you to check the date of package departure from the shipping location. This tracking number will be sent via email once your item has been shipped. A signature is required at delivery. If nobody is home to retrieve the package, a notice should be left in your mail box and the package will be kept at your local post office for a period of time before it is returned to us. If the package is returned to us, you will be responsible for the reshipping costs.

** For FedEx Economy and FedEx International Priority shipments, a tracking number is provided for real-time tracking of package location. This tracking number will be sent via email once your item has been shipped.

Once an order has been placed, we will contact you by email within 24 hours.

^[1] The time listed here is only an estimate and may vary depending on the shipping destination and customs clearance.
Cactus Store has no control over the actual postal delivery time required.
^[2] Includes: Pacific Islands, Far East and South East Asian Countries (except Mongolia and Pakistan)
^[3] Includes: USA, Canada, Mexico and European Countries (excluding Commonwealth of Independent States)
^[4] Includes: Central and South America, Middle East Countries, Africa, Commonwealth of Independent States, Pakistan and Mongolia

Do you ship to my country?
Basically, we should be able to ship to virtually any address in the world unless prohibited by law. Shipping costs for orders depend upon the methods and options you choose. If you are not sure into which category of place your destination falls, kindly send us email before placing your order.

Do you offer local pickup in Hong Kong?
Sorry, we do not support local pick up in Hong Kong but we certainly ship orders to local customers. If your shipping address is at a commercial building or district, we can deliver your package next day. For residential address the delivery time would be approximately one week by Hongkong Post. The price is the same and can be checked in the Shopping Cart. Feel free to contact us and we can check your address before placing your order.

Do you ship to P.O. Box?
Yes, but only for packages shipped by Registered Airmail. FedEx shipments cannot be delivered to a P.O. Box so please provide a physical address when ordering. All packages sent by Cactus Store require recipient signature.

Is there a tracking number?
Each package shipped by Cactus Store has its unique tracking number and is provided to you on the delivery notification email. The same tracking number can also be retrieved on the Cactus Store website via Order History.

The method and extent of tracking available varies depending on shipping option:
1. Registered Airmail or E-express
Tracking site: http://app3.hongkongpost.com/CGI/mt/enquiry.jsp
Extent of tracking available - only the date of package departure from shipping country
2. FedEx Economy or FedEx International Priority
Tracking site: http://fedex.com/Tracking?cntry_code=hk_english

Extent of tracking available - real-time tracking of package location and viewing of package trail.

What should I do if my shipment never arrived?
Please note that the delivery time indicated in our website is only an estimate. Shipping time varies from place to place. We have no control over delivery but we will try our best to assist you to locate the package. Kindly allow at least a 2-week-buffer on top of the estimated time for products you purchased to reach you.
If your package does not arrive after 30 working days (weekends and public holidays excluded), please contact us as we can then file a post inquiry with Hongkong Post. They will then contact your local post office and investigate on the whereabouts of your package.
At the same time we will also process a second shipment to the same address and a new tracking number is available. If you received the second package after you have already got the first one, you may reject the package and ask the postman to return to the sender.

What should I do if my shipment is returned to Cactus Store?
This happens when the shipping address is incomplete or when nobody is at the door and the package is not picked up at the post office for a certain period. A notice card is usually left by the post office in your mailbox. When the package is returned to us we will contact you and requests reship fees. This amount is usually the same as your original order without extra charge.
For orders with a bigger parcel size, there will be a Return Parcel Charge which we have to pay to Hongkong Post in order to retrieve the return package. In such cases you will need to pay for the return parcel charge plus the reship fees before we process your order for reshipment. So please check with your post office periodically to see if your package has arrived when nobody could sign for the delivery.

How much is tax and customs duty?
We don’t know. Some countries may levy duties on certain products but others may not. We have no way to check the tax and customs duty in your countries. When you purchase goods online from country other than yours, you are considered as the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Therefore, import duties and taxes, as well as additional charges for customs clearance, must be borne by you. Customs policies vary widely from place to place. Please contact your local customs office for further information.
Shipping your order via fast shipment such as FedEx is more likely to incur customs duty / tax than registered airmail. Whether or not packages and parcels receive being taxed solely depends on the responsible customs authority.

**FedEx will be the one requesting these charges from you since FedEx includes customs clearance as part of their service, meaning they have paid the tax and administration fees on your behalf prior delivery. If you refused to pay these charges to FedEx, not only will the package be returned to us, which shipping cost will be borne by you as well, the taxes and administration fees will still have to be paid by you because FedEx had already paid the customs and tax on your behalf prior delivery. This amount unfortunately cannot be refunded.