Frequently Asked Questions (FAQs)

 

 What types of payment do you accept?

We accept all major credit and debit cards as well as PayPal.

 

 How do I contact customer service?
Connect with us at info@brightbluebug.com

Our team will reach out to you within 24 hours of your request. 

 

 What are your shipping costs?

We offer free delivery to Australia, Canada, United Kingdom and United States over US$75 (before taxes).

All other delivery costs are calculated at checkout. 

We are constantly striving hard to add other countries to our free delivery lists.

 

 When do I know my order is processed?

It takes us 1-3 business days to process the order. You will receive a confirmation as soon as your order is processed.

 

 How long is the delivery times? 
We manufacture and work with suppliers across the globe and ship our products from various locations. Most of the products delivery time takes 25 – 30 days.

Currently we deliver only to Australia, Canada, United Kingdom and United States.

Shipping times are approximate and is dependent on your location and your postal office. Once the packages reaches your country, your local postal office is responsible for delivering your package. If you have any issues with your shipment after your package reaches your country, please contact your local postal office for inquiries.

 

 Are there any delays due to the pandemic?

Yes, There may be slight delays in delivery times.  

 

 Who pays for customs duties and taxes?

Custom taxes and duties are regulated by your government. As per our Shipment Policy, the customer is responsible for paying custom duties/taxes.

 

 Can you ship to my country?

We are constantly making efforts to add more countries to our shipping and delivery lists. Feel free to contact us at info@brightbluebug.com with your delivery details and we can share the rates and delivery times, if possible. Shipping times varies based on where you are located.

 

 I tried applying a Promo/discount code but it did not work, what should I do?

If the discount code wasn’t working at the time the promotion was active, please send us a screenshot with the time and date at info@brightbluebug.com. We will investigate and respond to you promptly. Refund may be provided where applicable.

 

 What information do I need to provide, when contacting customer service with regards to my order?

When you contact us, please provide us with the name you ordered with and your order #. Without this information, we cannot locate your order and therefore, we will not be able to assist you. 

 

 Can I change or cancel my order?

If you would like to modify or cancel your order, please contact us at info@brightbluebug.com, within 12 hours of purchase of your product. We will send you an email to confirm your changes. Please note, once we have shipped your item(s), we cannot cancel or modify the order.

 

 How do I check the status of my order? 

Upon placing your order, please allow up to 3 business days to have your order processed. Our fulfillment warehouses will pack your ordered item(s) and ship the package(s) out as soon as possible. Once your order has been shipped, you will receive a tracking number to your order.

If you did not receive the order tracking number within 5 business days, please contact us immediately at contactus@brightbluebug.com and we will investigate.

 

 Do you offer a refund if I do not like the product?

Visit our Refund & Returns Policy for complete details. If you have any additional questions that have not been addressed, please contact us at info@brightbluebug.com, and we will get back to you as soon as possible.

 

 I only received one of many products, where are my remaining products?

Please refer to your tracking codes to check status of other items. Sometimes we ship your order in separate packages to optimize fulfillment and delivery schedules. 

 

 My Product arrived damaged, what do I do?

All damages must be reported within 48 hours upon delivery of your order. We are sorry that your product arrived damaged. If you receive an item that is damaged, please contact us immediately at info@brightbluebug.com.  Please include pictures or videos of the damages in your email to us. We will work with you to get this resolved immediately.

 

 Why does my product look different from the picture shown on your website?
The actual color of the item might be slightly different from the color shown on the pictures due to the different monitor and light effect. Also, please allow 1-3cm measuring difference due to manual measurement.

 

 My Tracking shows that my package is delivered but I did not receive anything?  

Our shipping labeling system is automated and will send your package to the exact address you've given us. Please wait 1-2 days to see if your package shows up. If your package is still not delivered, lease contact your local postal office as they might have made a mistake with your package.

 

 I did not collect my package from the local post office and it's being returned to Bright Blue Bug. 

If your package is being returned to us because you did not collect it from your postal office on time, please contact us at info@brightbluebug.com. We can reissue your order for a shipping fee. Alternatively, we can issue you a refund less the shipping fee we incurred.

 

 How do I return my package?

Please refer to our Refund & Returns Policy.

 

If you have any further questions or inquiries, please contact us at info@brightbluebug.com