FAQ

1. Orders/Payment:
What online payment options do you offer?

We accept PayPal payments. You can visit our Payment Methods page for more information.

Is it safe to use a credit card on the website?

Please rest assured that ordering on our website is safe. When shopping at Otakutee, your financial information is transmitted through a secure server using the latest SSL (Secure Socket Layer) encryption technology. Our official website never stores credit card information in any way; instead, it is transmitted directly to our payment gateway for authorization and authentication. Please feel free to select your favorite items on our website.

Was I charged twice?

Your credit card will only be charged after your order has been shipped. If you have just placed an order, your bank account may show an authorization. This is a common practice by banks when processing credit card transactions to ensure sufficient funds and account authenticity. The authorization will be finalized (depending on your bank, usually within 48–72 hours). If you need faster processing, you can contact your credit card issuing bank.

Why might my credit card be declined?

Your credit card may be declined for the following reasons:

• The card may be expired. Please check that your card is still valid.

• You may have exhausted your credit limit. Contact your bank to confirm that you have not exceeded the authorized purchase limit.

• You may have entered the details incorrectly. Please ensure that all required fields are filled in correctly.

• Please make sure you are using the latest version of your browser. This may also be caused by some browser plugins. Please clear your cookies, restart your browser, and try again.

2. Promotions / Discounts

Do you offer promotions?

Our website offers various discounts, promotions, and special offers. The best way to get a discount code is to check our banners or announcement boards. You can also sign up to receive our promotional emails. You can find the sign-up form at the bottom of any page on our website. New customers can receive a discount code upon registration, which gives 10% off their order plus exclusive offers.

How do I use a promo code?

Discount codes can be used at checkout. Add items to your cart and select the checkout option. On the same page where you enter your address information, you will see a field to enter a discount code. Enter the discount code in this field and click the "Apply" button. Your total will be adjusted according to the discount. Some discounts and promotions do not require a discount code and will be applied automatically.

Can I use multiple discount codes at the same time?

No. Only one discount or promotion can be used per order.

3. Order Status

How do I know my order has been confirmed?

After your order is completed, you will receive a "Thank You" confirmation email confirming that your order has been successfully submitted.

How can I check my order status?

After your package is shipped, we will send a shipping confirmation email. You can track your order using the tracking information in the email or by logging into your grovequartz.com account.

I selected the wrong size/color/address. Can I change the information?

If you need to change your order information, please contact us promptly to check the order status. If your package has not yet been shipped, we can change the size, color, or personal information for you.

After the package has been shipped, you will need to contact our customer service. We will contact the carrier to confirm whether the package information can be changed. If the information cannot be changed and the received item is not suitable, this is not considered a product quality issue, and the responsibility lies with the customer.

Please carefully review your order information when placing an order to avoid potential issues in the future.

Can you help fix a damaged product?

We are sorry that you received a damaged item. Please send photos of the damaged item along with your order information to (ygtzxxb501@outlook.com). We will evaluate the issue, and if the problem is confirmed to be on our end, we will send you a new product free of charge.

Please note that any product damaged within 30 days after shipment will not be eligible for return, exchange, or refund. If the product is unsuitable due to an incorrect size selection or failure to contact us to modify the information before shipment, this is not considered a product quality issue, and the responsibility lies with the customer.

We offer a free size exchange service, but the customer is responsible for the return shipping cost of the original product. We will send the new size product after receiving and confirming the return. If you are unsure about size selection, you can send us an email or private message for assistance.

4. Can I cancel or change an order I just placed?

An order can only be changed if it has not yet been processed. You must contact our customer service team immediately at (ygtzxxb501@outlook.com) with details of your change/cancellation request. This will minimize processing delays caused by order changes.

5. Shipping

How long will it take to receive my order?

Order delivery time consists of two parts: Total time = Processing time + Shipping time.
*Processing time: Order processing time depends on quality inspection, packaging, and the inventory status of individual products. Typically, it takes 1–3 business days to process an order (some items may take 3–7 business days or longer). You will be notified by email when your order is shipped.

If you have paid for express shipping but the package does not arrive on time according to our shipping policy, you can contact us to request a refund.

You can visit our Shipping Policy page for more information.

How do I know where my package is?

After your package is shipped, we will send a shipping confirmation email. You can track your order using the tracking information in the email or by logging into your grovequartz.com account.

If you need to check the status or proof of delivery, please enter your tracking number or reference number on the package tracking platform 17track.net to view details. If you do not know how to check the order status using the tracking number, you can visit our Help page or contact us. We are happy to help.

My package shows as delivered, but I haven't received it. What should I do?

First, carefully check where the courier may have placed the package. Ask neighbors if the package was left at the wrong door. Also, check for a "delivery attempt" notice, which indicates the courier tried to deliver but no one was home. If the package is still not found, it is recommended to wait until the next day, as some courier electronic systems may show the package as delivered even when it is still in transit. Still can't find it? Please call the courier and provide your tracking number for more information.

If the above information did not answer your question, please contact our customer service: (ygtzxxb501@outlook.com)