FAQ


Covid-19 Updates In Singapore
Due to the mandatory safety measures and restrictions in Singapore, please allow for a longer processing time for your orders. In the meantime, stay well and safe!


About My Order
 

How would I know if you have received my order?

Upon submission of your order, you would have received an email to acknowledge our receipt of your order. If you do not receive this email, do check your junk mail. 

You will receive another email when your order is being shipped out, or when it is ready for collection.

 

How long must I wait for my order to be ready for shipping or collection?

Please allow at least 3 working days for your orders to be ready to be shipped out, or for collection.

 

What if I did not receive any acknowledgement email?

If you do not receive any email to acknowledge your order, drop us an email at store.asia@emergenetics.com

 

I have made a mistake on my order. Can I change it?

Drop us an email at store.asia@emergenetics.com within 24 hours from placing your order to make the change. Please quote your order number and the change you would like to make.

Do note that any differences in charges must be made before we can process the change.

 

Payment

What payment options do you offer?

We accept payments via major credit cards and PayPal. 

For customers based in Singapore, we also accept payment via PayNow with no additional charges. PayNow details will be provided to you upon acknowledgement of your order.

 

Shipping

What are your shipping charges?

Local delivery within Singapore

Spend S$180 to enjoy free shipping in Singapore!

Local Courier (delivery within 5 to 7 working days after order is processed): S$8

Please note that there will be an additional surcharge of $20 to deliver to the these restricted locations:

  • Changi Airport
  • Alps Ave
  • Sentosa
  • Jurong Island

 

International delivery

Here are the international delivery rates:

Country Price (up to 5 kg)
Price (up to 10 kg)
Estimated Delivery Time
Malaysia S$50 S$80  5 - 8 working days

Brunei
Hong Kong
Indonesia
Philippines
Thailand
Vietnam

S$85 S$122 5 - 15 working days
Australia
Bangladesh
Cambodia
China
India
Japan
Myanmar
Nepal
New Zealand
South Korea
Sri Lanka
S$129 S$188
5 - 15 working days


All parcels sent out by us will be trackable for your ease of mind.

If your order is more than 10kg, we will reach out to you on the international delivery cost.

Please note that all items may be subject to customs inspection which may require additional days.

Feel free to contact us at store.asia@emergenetics.com should you require express delivery service and we can make arrangements for you.

 

Where do you ship to?

We do our best to ship our items to you, wherever you are! If your location is not listed in the pricelist above, do contact us at store.asia@emergenetics.com and we will work out something for you.

 

Can I collect my order at your office?

Yes you may! Please choose the “collection” option when placing your order.

You will receive another confirmation email when your order is ready for collection.

Due to the current Covid-19 safety measures and restrictions, please allow at least 7 working days for your order to ready for collection.

 

Exchanges and Refunds

I would like to exchange something I bought for something else. Can I do that?

We regret that all sales are final. You may only seek an exchange if the product is defective.

 

I received damaged goods. Can I seek a refund?

We will be happy to exchange the product for you at no cost. We will process a refund only if the product is no longer available.