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Frequently Asked Questions
Payment
What are the payment methods available?
Payment may be made as follow:
- Business Account: Paypal/ Credit Card, COD, Credit Term
- Personal Account: Paypal/ Credit Card
For Paypal and Credit Card payment, products will be paid in full upon check out. In the event that the products are not available and has to be backordered, Clients will be given the option to cancel their order. Money will be refunded within 14 days upon cancellation.
There is 30-day and 7-day Credit Term accounts and are only available to corporate bodies.
I hold a business account. How do I apply for Credit Term?
Credit Term is only available to Corporate Customers. To request for Credit Terms, please email us @XXXX. Please include your business profile and request. Subjected to approval, we will process the Credit Terms within 7 working days.
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Delivery
What is the delivery cost?
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Orders above SGD$200 (excl. GST) |
Free Delivery within Singapore |
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Orders below SGD$200 |
$20/trip for normal delivery (outside CBD) |
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$30/trip for normal delivery within CBD |
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$50/trip for urgent same day delivery (subject to availability) |
When will the orders be delivered?
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In stocks: |
Delivery can be made the within 1-3 working days. |
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Non In-Stocks: |
Please understand that there will be a lead time for orders to be shipped. We will do our best to expedite the process. |
Can I request for Urgent Delivery?
Customers can select “Express Delivery” upon check out. This is a premium delivery service chargeable at $50/trip. This is only available for in-stocks and for orders that are made before 12 noon, Singapore Time, on a regular working day.
What if I missed my delivery?
Should delivery be unsuccessful due to the inaccuracy of information provided, or failure of customer to receive the order at the delivery address at the stipulated delivery time, an additional delivery fee of $30 (subjected to GST) will be charged. This is applicable for customers who choose to self-collect their item thereafter or customers who opt for a re-delivery.
What are the redelivery charges?
Re-delivery will be chargeable at $30/trip, regardless of location.
What are your delivery timings like?
Our Customer Service Officer will get in touch with you within 1 day of your order to confirm the delivery schedule with you.
Is self-collection available?
Yes, self-collection is available from 9am - 5pm (Monday – Friday) at 196, Pandan Loop, #06-16 Pantech Business Hub, Singapore 128384. Please select “Self-collection” during check-out. Our Customer Service Officer will get in touch with you shortly to confirm the availability of stocks and the pick-up schedule.
Please take note that we are closed on Saturday, Sunday and Public Holidays.
Who will deliver my order?
We have our own fleet of delivery vans and lorries. Your orders will be carefully packed and delivered by our delivery personnel right to your doorsteps. We may also engage 3rd party delivery partners.
Can you ship my order overseas?
Yes, we can arrange for international shipping. Please email to XXXXXX for more information.
We regret that all refunds, exchanges and returns are void on international order.
We will contract an external shipping company on the company’s behalf. By opting for overseas shipping, the client agrees that we are acting as a middleman and is not liable in the event that the parcel failed to be received by the client.
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Order
Can I change/ cancel my order?
No cancellation or amendments are allowed after order is placed. We reserve the rights to accept or reject requests for order cancellations/ amendments at our sole discretion.
How do I know if my order is confirmed?
You will receive an auto-generated email response sent to your registered email after check-out and payment of your items. Thereafter, our Customer Service Officer will contact you for follow-up and confirmation of your order within 1 working day.
What happens if the item is out of stock?
If the product is out of stock or requires a lead time for products to be available, our Customer Service Officer will contact you and inform you of the alternative options available.
- Amendment of Order
You may amend your order and a new invoice will be sent to you.
In the event that there is a price discrepancy, you will be requested to top up the additional charges or have the additional charges be refunded to you.
- Cancellation of Order
Alternatively, you may choose to cancel your order. A refund will be made to your account within 14 working days.
If you hold a Credit Term with us, our Customer Service Officer will advise you with regards to the refund accordingly.
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Exchange/Refund
What happens if I received a defective item?
All products sold on Mr Brownie are warrant against manufacturing defects. We understand that clients may not check some of the products on the spot upon receipt of items, hence, we do allow for exchange on a case by case basis.
Please notify us within 7 working days and email us pictures of the defects/ defective areas to Mr Brownie and our Customer Service Officer will advise you accordingly.
Exchange will only be allowed for:
- Incorrect sizes
- Products with manufacturing defects
- Items received differs from items ordered
All customised products and used items are not applicable for exchange.
How do I make an exchange for defective item?
Please ensure that products returned to Mr Brownie are safe and securely packed so as to ensure that the exchanged product(s) are not damaged and suitable for re-sale. Please also ensure that you have the proof of purchase.
We reserve the right to reject goods for exchange should the products be damaged or not in re-sale condition or if the client fails to provide proof of purchase.
Our Customer Service Officer will advise you accordingly on the procedure for exchange. We will deliver and exchange the items at no additional cost.
In the event that the damaged item is no longer available, we will advise accordingly on suitable replacement or refund you for the product.
I am unsatisfied with the products after receiving it. Can I return and get a refund?
Exchange will only be allowed for:
- Incorrect sizes
- Products with manufacturing defects
- Items received differs from items ordered
No exchange is allowed for any other reasons not stated above. We do not accept returns for products that are opened and used.
What is the refund procedure?
Refund will be made to the Client within 14 working days upon receipt and acceptance of defective products by our Customer Service Officer.
If payment was made using Credit Card of PayPal, refund will be credited to your Credit Card or your PayPal account.
If payment was made via Cash on Delivery, the refund will be made via cheque and mailed to you.
If you hold a credit term with us, our Customer Service Officer will advise you accordingly.
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Technical Support
I forgot my password, how do I reset it?
To reset your password, select “Forgot Password” option. A new password will be generated and emailed to the registered email account.
If you are still unable to log in, please email us @XXXX and we will reset the password for you.