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Getting to Know Kuttlefish


How long will it take to receive my order?


At Kuttlefish, shop owners sell from around the world, each shipping from a different location. You may buy an art print from a shop in California and a dress from a shop in Hong Kong, each taking a different amount of time to arrive on your doorstep. There are two ways to keep track of your purchase: 1. Click "track me" from the Account > Purchases page. 2. Send the shop owner a message via Kuttlefish's mail system. Just go to the shop owner's page and click "contact".


Why do some items have multiple shipping fees and others have free shipping?


Some shop owners prefer to give the buyer one fixed product price that includes their shipping costs. Others prefer to show the buyer how much an item costs to ship: For domestic shipments, both an express and ground option is included, while international shipping includes one price for each continent the item will ship to. Please see our Shipping Policy for more details.


Where can I find the details of and keep track of my order?


After each sale, Kuttlefish sends a summary email of the purchase to both the buyer and the shop owner. In addition, details on purchases, sales, billing, transactions, etc. can be found on the Account > Purchases page.


Where can I find my PayPal transaction ID?


You will find it in your PayPal account or in the email PayPal sent you just after you complete your order.


How do I pay with my credit card?


PayPal is Kuttlefish's payment processor and offers options to pay with a credit card or with a PayPal account. During the checkout process, when you click the "Checkout with PayPal" button, you are redirected to PayPal for payment.


If you are signed into PayPal account, you will need to link your credit card to your PayPal account in order to use it as a direct payment option. If you prefer to pay directly with your credit card, click "Create an Account". This will allow you to pay with your credit card directly.


Can I get a refund or exchange if my order is not right?


If the shop has sent you the wrong product, a defective product, a broken product, or a product that violates one of Kuttlefish's policies, the shop owner is obliged to provide you a refund or exchange, as per the Kuttlefish Returns Policy. All returns are processed directly between buyer and shop owner and only include Kuttlefish in the case of a dispute. Please note that Kuttlefish does not refund or return sales fees.


What if the shop owner and I disagree on the returns arrangement?


If you and the shop owner have a disagreement on the terms of your return or refund (as per Kuttlefish policies), please send us an email (support@kuttlefish.com) so we can help resolve the dispute.


What if the shop never sends me my order?


If you do not receive your order within 15 days from the date of sale (or within a time frame the shop owner specifies to you via message), please contact the shop owner directly. If you do not hear back from the shop owner within 30 days from the date of sale, please contact us at support@kuttlefish.com. Note: Kuttlefish will make every effort to resolve an unfulfilled sale, but complaints received after 60 days from the date of sale are not guaranteed.


What if I cannot get in touch with the shop owner?


First, try contacting the shop owner through the Kuttlefish mail system. If your repeated contact attempts have failed, please send us an email (support@kuttlefish.com), and we will get in touch with the shop owner on your behalf. As noted above: Kuttlefish will make every effort to contact a shop owner and resolve an unfulfilled sale, but complaints received after 60 days from the date of sale are not guaranteed.


How do I cancel an order?


Once an order is placed, the financial transaction is processed and the fees are lost. If you wish to cancel your order, you will need to contact the shop owner directly and communicate the reasons that you would like to cancel the order. A shop owner's willingness to cancel an order will depend on this discussion. Kuttlefish will only return fees in the case of a technical error.


How do I know a shop isn’t a scam?


We carefully monitor shop activity and customer complaints to make sure our shops are legitimate.


Shops that accept PayPal on Kuttlefish are required to maintain an active PayPal account to receive payments. PayPal's globally secure brand includes their own rigorous checks, verification and monitoring processes.


For all sales, Kuttlefish holds proceeds until a tracking number has been added to the sales information. This tracking number requirement allows buyers to report any concerns in a timely manner.


If you have concerns about a shop, please send us a message: (support@kuttlefish.com).




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