Frequently asked questions

How long would I need to wait for my order to arrive?

As the products are sourced from overseas suppliers, your order can take between 3 to 45 days (or more) to arrive.

Does Books for Caterpillars have a physical store?

No, we do not have a physical store. Rather, we are an online e-commerce website engaging in e-commerce activities.

I want to change my shipping address details.

Email us on admin@booksforcaterpillars.com to change your shipping address. We will do our best to change the shipping address before the parcel is delivered although there is no guarantee that the shipping address labels would have changed in time.

I want to change my billing address details.

Yes we can change the billing address at the customer level, which you can also do while updating your personal details. Email us to change your billing address on admin@booksforcaterpillars.com. Please note that changing the billing address will not be reflected on the updated invoice statement. However, it will appear on your next order.

I want to redirect my delivery parcel to a different address.

Courier companies will allow you to redirect your parcel at the time you are given a tracking number. There is a chance that you can redirect your parcel before it arrives at your preferred destination, although you will need to deal directly with the courier company to have the parcel redirected. If you have any concerns or complaints about the delivery, please email us.

Cancel an order

I want to cancel my order.

Yes we can cancel your order! Please notify us as soon as you are able and we will cancel your order, so long as you notify us immediately within three days, and before our cutoff times between 3:00 to 4:00 pm, Monday to Friday only.

I want to close my account with Books for Caterpillars.

Yes you can close your account with us under your own customer account.

Returns

I ordered the wrong item and would like to swap it with a different item.

We can try to exchange the item before the order is fulfilled. Please note that if the order has already been fulfilled and dispatched, then we are unable to swap the item until we try disputing it with the supplier for a swap. It is possible that some suppliers may not approve an exchange or swap. Email us on admin@booksforcaterpillars.com for more assistance.

My parcel has arrived but the parcel was damaged by bad weather.

Sorry to hear this happened! If possible, send us your photos of the damage both to the packaging and to the item. We will need to approve a refund if it meets the suppliers conditions. For more information please refer to our Refund and Return Policy.

I have received a parcel that is addressed to a different person.

Notify us immediately with photos of the parcel labels and a copy of your ID. If the parcel has been opened by you, then please ensure there is no damages made to the packaging and contents inside the parcel.

Refunds

The items I purchased is damaged, the wrong colour, the wrong product, is faulty, has grammatical errors in the printing, publishing, or I have changed my mind about the item.

Please refer to our Refund and Return Policy for more information on approved returns and refunds.

The product on your website showed a different colour in the images displayed, and appeared larger or smaller.

Lighting, camera devices and other factors might contribute to the colours in images. Please refer to our Website Terms of Use.

The product does not offer an English version and I do not know how to operate the product since the manual was written in Chinese or a different foreign language to my own.

We try our best to choose products in English, however if there are no English texts in the manual sheet, please email us an on admin@booksforcaterpillars.com to resolve the matter with the suppliers.

Payment Methods

Does your store offer After pay, Zip, or Laybuy?

No, not at this time.

I have received an invoice that does not belong to me.

We apologize for this oversight. Please forward the incorrect invoice email to us and we will try to fix the matter. Generally, our workflow automations are set up as a pre-built template for invoices and other email notifications and we do our best to not alter the automated workflows.

I want to pay by cash.

Yes, we do offer cash payments at this time when we are selling book items in-person on location. Full payment is required for cash sales.

I want to make an order today, but I don't want to pay straight away.

We do not offer cash in advance or cash on delivery arrangements.

Updated: 9th of December 2024