Q: Do you ship to my country?
A: We ship worldwide. Please note however that some items may not be eligible for international shipment due to mailing restrictions set forth by SingPost.
Q: I have selected Local Delivery. Do I have to pay for additional delivery charge if my items arrive separately?
A: For Local Delivery, we will charge for delivery base on per order submission. So even if the items for your current order comes in different month, you are no longer require to pay any additional delivery charges.
Q: What shipping methods do you offer?
A: We offer shipment by Singpost (Ordinary Mail, Registered Article and Speedpost) and local courier for domestic delivery. Unfortunately, we are currently unable to offer any other shipping options.
Q: I live in Singapore. Can I pick up my order at your retail outlet?
A: Yes, you may choose self collection when you check out to pick up at our retails outlet:
Burlington Square #01-14 Singapore 189649
Operating Hours: 11am to 7pm
Q: What is the shipping cost for this item?
A: For domestic delivery, the shipping fee is a flat rate of $10.
For international delivery, we can provide shipping estimates for in-stock items, please contact us with the Item Name. Unfortunately, we are unable to provide estimates for preorder items, as their final weight and size are still undetermined.
The customer will be notified of the final shipping fees in the final invoice when the item has arrived at our warehouse.
Q: I wrote my shipping address incorrectly! What can I do?
A: If your order has not yet been paid for or shipped, please send us your order details and updated address. The address of orders that have been shipped or are in the process of being shipped cannot be modified. If a package is returned to us due to an incorrect shipping address, we will contact you to arrange reshipment. Please note that all shipping fees related to a returned order require payment by the customer.
We recommend all customer to update their personal particulars promptly and check before finalizing the order.
Q: I selected Ordinary Mail/Registered Article for my order. Why was it changed to Speedpost?
A: Ordinary Mail/Registered Article shipments are restricted to 2 kg in weight. The shipping method will be changed to Speedpost if your order exceeds the limit.
Q: Do you offer gift wrapping/message card services?
A: Unfortunately, at the moment we do not offer gift wrapping or message cards.
Q: Why was I asked to pay extra to receive my package?
A: Some countries may require customers to pay import fees in order to receive their packages. These fees are paid to your local government and unfortunately we have no control over them. Please consider any import fees you may be obligated to pay before placing an order at our store.
Q: My package was returned back to you. What can I do?
A: Packages may be returned because they remained unclaimed, the wrong address was specified, etc. We will contact customers whose packages have been returned to our warehouse to arrange reshipment. In case a reshipment fee is required, we will require that the customer pay for it. Postage fees for initial delivery are non-refundable.
Q: My order is taking an extremely long time to arrive. What can I do?
A: If you feel your order is taking too long to reach you, please have your parcel's tracking/delivery confirmation number ready and make an inquiry at your local post office about its delivery status. Your parcel may be waiting at the post office undelivered or may be in customs at the port of entry.
Registered shipments cannot be delivered until a signature is obtained from the recipient. Unregistered shipments, however, can be left at the specified address without acknowledgement or verification.
Q: My package looks like it's been damaged. What should I do?
A: For domestic orders: If you think something may be wrong with your package, please take pictures before opening. If the item inside was broken, please inform us immediately. We will do our best to resolve any problems that may arise.
For international orders: If you think something may be wrong with your package: (1) Take pictures before opening, and (2) Open it with a post office representative present, if possible. If the item inside was broken, please file a damage report with your local post office. Once you have signed the applicable document and received a copy, please forward a scan of it to us. We will then be able to file for insurance compensation with Singpost. Please note that we are unable to provide refunds/replacements for uninsured items damaged during shipment.
Q: The image on your website is different than the item I received.
A: Because we often list our merchandise before the final products are released, most photos shown on our website are of prototypes or samples provided by the manufacturer. There may be some inconsistencies between the prototypes and the ones actually marketed for mass-production. Additionally, some products have sections that need hand painting at the factory, which may also cause individual differences. These are not considered manufacturer's defects. Occasionally you may notice small imperfections in paint or parts on your item. These are naturally occurring inconsistencies caused by the mass-production process and are not considered defects.
Q: An item/part of an item in my order arrived missing/broken.
A: Please contact us as soon as possible and include (1) a detailed explanation of the problem, (2) a clear, close-up photo of the defective part and (3) a clear photo of the defective part together with the paper invoice/shipping label.
We will get back to you as soon as possible with a solution. Please understand that it may take us a few days to respond to your claim. We cannot provide resolution to any claims if the photo received does not include the shipping label or the paper invoice.
Please note that we are unable to accept responsibility for damage limited to a product's outer packaging.
Q: I accidentally broke my item. Can you help me get replacement parts?
A: We are unfortunately unable to provide service for items damaged by customers, nor can we act as a middle-man between customers and manufacturers for replacement parts.