All questions regarding your shopping experience on the store and the payment process.
What is the status of my order?
To check your order status, simply log into your account and click 'Order History'.
When is my credit card charged?
Your credit card will be charged within 24 hours from the time you place your order.
Do I need to setup an account to place an order?
You do not need to set up an account to place an order. However creating an account allows you to store your shipping information, see order history, and view your product’s warranty information. Additional features will be added to the account page in the near future.
Shipping, Returns, & Warranty
Our delivery service is fast and reliable.
All of our products are prepared and shipped at our main warehouse in Boulder Planet Sembawang.
Orders are processed 24 hours a day, 7 days a week, and are prepared by our warehouse from 9am to 5pm Tuesday - Wednesday and Friday - Saturday. Orders made after 5pm on Wednesday and Saturday will be prepared on the following Friday and Tuesday respectively.
What is your shipping rates in Singapore?
- $5.50 Flat rate delivery (1 – 3 business days after it has been handover to courier)
- In store pick up at Boulder Planet Sembawang / Boulder Planet Tai Seng (Usually ready in 2 - 4 days)
- Free shipping on orders above $350
Do you ship internationally?
Yes, we ship all S.E.A. Countries excluding Burma (Myanmar) and
Timor-Leste. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals. Please click here to see more details.
How long will it take to get my orders?
It depends on where you are. Delivery details will be provided in your confirmation email. Please click here to see more details.
What is your return/exchange policy?
To ensure that our products reach you in excellent condition, we exercise proper care in product handling, product inspection and packaging. Returns due to defects rarely happen. We strongly advise you to inspect your product carefully upon receipt.
Regrettably, if a return is necessary due to any defects, please inform us within 7 days upon receipt of your product. We strive to resolve any returns amicably with you in the shortest time possible.
Unless an item is defective, all items (regular items, Sale items, Made-To-Order items, personalized items, bespoke items, pre-order items) cannot be returned, exchanged or refunded.
NOTE: All shipping (both ways) and related costs that may be incurred for this exchange will be borne by customer.
All returned items must be new and unused in the same original packaging (includes tags, authenticity cards/tags, dust bags, boxes etc) used to deliver to you. Also, returned items must not be damaged, soiled or altered. If these conditions are not met, we have to respectfully decline the return.
IMPORTANT: Please do not return any parcels until you receive a confirmation from us. We will not be responsible for any lost or misplaced parcels (including shipping and other costs which may be incurred in returning the parcel to us).
FOR DAMAGED OR DEFECTIVE PRODUCTS:
Please email Customer Service at firstname.lastname@example.org indicating order number, reason for return and a description (which may include images) of the damage or defect.
Once we have verified your claim, we will inform you with regards to replacement. Cost of collection and subsequent delivery of replacement will be borne by us.
All conditions of returns MUST be met, otherwise, we have to respectfully decline your return.
If the replacement product is out of stock, we will refund the original purchase amount plus cost of shipping (if applicable) to the same credit card account that you used for the original purchase from us. Depending on your credit card company, you may experience a slight delay before the refund amount is credited to your account.
To ensure that your parcel is returned safely to us, we recommend door-to-door delivery that offers a tracking service.
To return your product, you should mail your product to: 604 SEMBAWANG ROAD #B1 – 22/23 SINGAPORE 758459
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
You can create an account to track your orders and start a return process if you need to.
How do I reset my password?
At the log in page, click 'Forget your password?' and enter your email address. A password recovery email will be sent to you shortly.
Do you save my bank details?
Absolutely not! We never have access to this information. It is the company Stripe that deals with it. Your data is completely safe.