Customer Service

 

Your First Order

Thank you for making your first online order with us! We get in touch with all first time customers to ensure that your order details are correct to facilitate your online shopping experience. In the event that you believe you may not be contactable, please send us a message.

Stock Availability

The stock status on this web site does not reflect the stock status in our outlets. Please call the outlets if you would like to check for the outlets' stock availability.

Problems Logging In?

Please view our web site with the latest browsers. If you are not able to use portions of our web site, or if certain pages are displayed incorrectly, Please download the latest browser available to you. An updated browser will also protect you from security vulneribitilies when using the Internet.

To log in, your browser must have the cookies turned on and enabled. Cookies are used to remember your details and preferences on our web site. This is for your security and convenience, so that you don't have to log in with your password every time you view a new page. To enable cookies, please refer to these instructions.

If you still cannot log in, your browser's cache can prevent you from seeing updated content, or cause functional problems when stored content conflicts with live content. You have to clear your browser's cache by following these instructions in order to enjoy the full functionality of our web content.

We highly recommend that you use the Google Chrome web browser for maximum compatibility.

If you still face difficulty logging in or creating a TSW account, send us a message, clearly describing the problem you are facing with some screen captures of the problem. We will be glad to help you get up to speed and experience the TSW web site.

I still cannot log in. And I want to make to make an order.

If you are still facing log in difficulty, you may call us to place a phone order during office hours (Mon to Fri, 9.30 am to 5.30 pm, except Public Holidays). Or you may make your purchase from our outlets. Our outlets accepts Cash, NETs and major credit cards.

Delivery Limitations & Locations (Singapore only)

Our delivery crew will call or SMS you prior to your delivery within the scheduled delivery time slot. If you are unable to take delivery of your purchase personally, please appoint a person to receive the purchase (and make payment if it is cash on delivery) on your behalf. In the event, that we have made an attempt to your location and not complete the delivery, we will try our best to contact you on the next working day.

We do not deliver to an incomplete or invalid address. Such addresses include incomplete postal address, army camps, air force and naval bases, air freight centers, ports, terminals and wharves, PO Boxes, Jurong Island, MRT stations, bus stops and such other places as may be determined in TSW's absolute discretion from time to time without any notice to you.

We are not able to deliver at fixed timing (e.g. at 8.00 pm, after 9 pm, before 1 pm, etc.)

Free Delivery Door to Door (Singapore only)

We offer free Delivery Door to Door within Singapore where purchase orders are at least $100.00. There will be a delivery charge of $6.00 if the order is below $100.00. Minimum order for Home Delivery service starts at $50.00.

Failed Delivery

In the event that we have made a delivery attempt but you are not available to receive the goods, this will be deem as a failed delivery. An additional $10.00 fee will be levied for each failed delivery.

Self-Collection after Making an Online Order

If you have made an online order, please wait for your order to be delivered on the scheduled date of delivery. If you prefer to "self-collect", please visit our outlets for immediate purchase. We accept cash, NETs and Credit Cards at all our outlets.

Special Area Charges

For deliveries to "Special Areas", a $10.00 "Special Area" surcharge is payable to our delivery staff by cash. "Special Areas" is defined by the following list - Changi Airport Cargo Complex, Changi Airport Terminal, Jurong Island, Lim Chu Kang, Marina Bay Sands, Mandai Road, Neo Tiew Road, Sentosa, Tuas Avenue, Tuas Basin, Tuas Bay, Tuas Blvd, Tuas Crescent, Tuas Drive, Tuas Link, Tuas West, and all areas in and beyond Tuas South Avenue.

Acceptance of Order

The receipt of an e-mail order does not constitute our acceptance of an order or our confirmation of an offer to sell a product or service. We reserve the right, without prior notice, to limit and/or amend the order quantity, promotional period, items, gifts or any product or service and/or to refuse service to any customer. We also may require verification of information prior to the acceptance and/or delivery of any order.

Damaged & Defective Goods

We are committed to selling only quality goods from reputable manufacturers. To that end, we employ several quality checks before an item is delivered. In the rare event that you have received a damaged or defective item, please notify us directly by phone or email within 3 days of receiving the order to be eligible for an exchange. Please refer to the section on "Exchange of products" for further details.

Exchange of Products

We offer a 5 day exchange policy that all products at time of delivery shall be free from manufacturing defects and past expiry dates. Our exchange policy applies only for the original purchase; original invoice as the proof of purchase and all original packaging including intact product seal are required. Product for exchange must be in unopened and resalable condition. If you have purchased from the outlets, please call the outlet for an exchange request. For online orders, exchange is only available at our outlets. If you will like the exchange to be done elsewhere, a return delivery fee will be borne by you. (Return delivery fee is charged at our prevailing delivery rates).

This exchange policy is not applicable for purchase made at promotional or clearance prices. We do not do refunds for products that have been sold and/or delivered.

Amendment/Cancellation of Order

We understand that due to extraordinary circumstances, you may wish to amend or cancel an order made with us. We will gladly do that as long as you have give us at least one working day notice before the delivery date. Please note that our Online Order Hotline at 62846550 operates from 9.30 am to 5.30 pm, Mondays to Fridays, except PH.

Right to Refuse

In exceptional cases, The Supplement Warehouse Pte Ltd reserves the right to refuse service to anyone and to cancel user access at any time.

Important Disclaimer

Products are not intended to diagnose, treat, cure, or prevent any disease. No claim or opinion on these pages is intended to be, nor should be construed to be, medical advice. Please consult with a healthcare professional before starting any diet or exercise program. The Supplement Warehouse Pte Ltd and its associates are not responsible for product claims made by manufacturers on this web site. We shall not be liable for typographical errors. Prices and information on these pages are subject to change without notice. Supplement facts and images are for reference only. Due to manufacturers updating their products on a regular basis, we cannot be liable if the information presented does not reflect the actual product.