Delivery Policy
Importance of this Policy
By choosing a delivery option with your order, you agree that you have read and understood the terms below. Please read this policy carefully.
Local Delivery
We partner NinjaVan to deliver within Singapore with no minimum purchase. Your order qualifies for complimentary local delivery should the total be $80.00 or more.
For purchase amount less than $80.00, a delivery fee of $3.27 (including GST) will be applied during checkout.
For purchase amount less than $50.00, a delivery fee of $4.36 (including GST) will be applied during checkout.
For purchase amount less than $20.00, a delivery fee of $5.45 (including GST) will be applied during checkout.
Orders received before 12:00 PM will be processed¹ on the same working day. Orders after 12:00 PM will be processed on the next working day. Note that Saturday, Sundays and Public Holidays are non-working days.
After your order is processed, you will receive your delivery typically in the next 1-3 working days. This statement is on the assumption the order details are complete and no problems² were encountered during the delivery. Delivery delays of an extra 1-3 working days may be expected during Peak Period⁴ and Courier Congestion⁵.
On the day of delivery, you will see "Parcel is on its way" on the NinjaVan tracking page. Your delivery is scheduled for delivery³ for delivery that day.
You can also track your delivery schedule with the tracking number given to you in your order.
If you need assistance after your order has been collected, please contact NinjaVan support. We recommend you subscribe to NinjaChat for the latest updates on your parcel, real-time status notifications and speak to a live agent on your preferred messaging app–anytime, anywhere. You can also make changes to your deliveries with a click!
For TSW Support, please WhatsApp us.
[1] Processed refers to preparing the order and does not imply shipping or delivery.
[2] Typical problems include changes to order, changes/error in delivery address, customer is uncontactable, etc.
[3] Please help our courier by ensuring your mobile is audible and/or replying to their message on the day of delivery.
[4] Peak Period refers to 9.9, 10.10, 11.11, 12.12, Black Friday, Christmas Eve/Day, New Year Eve/Day or Chinese New Year Eve/Day, GSS. This is a non-exhaustive list.
[5] Courier congestion refers to inclement weather conditions, peak periods with high sales volume, etc . Usually, this may add an additional 1-3 working days .
Delivery Hours
Monday to Saturday from 9 A.M. to 10 P.M. (excluding Sunday & Public Holidays). Unfortunately, our service does not include any specific time slot delivery.
Booking on-demand courier to collect parcel
If you need your parcels urgently and wish to book Grab Express, LalaMove, etc, please WhatsApp us.
Store Pick Up (Self Collect) at Toa Payoh
Please read our Store Pick Up Policy if you wish to collect your items quickly after making an order. You can collect your items at our Toa Payoh office after making the order. Be sure to WhatsApp us with your intention immediately after placing the order.
Unsigned Deliveries (Nobody at home)
You may choose to receive your delivery unsigned. Please NinjaChat with your tracking number for this request.
Workplace Address
For delivery to any non-residential address, please state clearly delivery restrictions (lunch time, office hours, etc.) in the order note to avoid additional delay. The notes will be forwarded to NinjaVan, who will endeavor to carry out the task to the best of their ability.
Accuracy of shipping information
You have the responsibility of providing accurate shipping information. Always check your order information before you check out and after you receive the order confirmation email. If you think you’ve given us incorrect shipping details, please WhatsApp us right away. We’ll do our best to update the information before the order ships. Keep in mind that changing the shipping address might lead to additional delivery delays or even failed deliveries.
Returned Package
If your package is returned to us or we cannot complete the delivery due to incorrect or invalid shipping information, we will refund your purchase amount after deducting a restocking fee. The fee is either 10% of the invoice value or $10.00 (whichever is higher), plus prevailing GST.
Failed Deliveries
The courier will try to deliver your order a maximum of 2 times, contacting you via SMS, WhatsApp or call on the delivery day. If both attempts fail, the order will be sent back to us. You’ll receive a refund minus a restocking fee of either 10% of the invoice value or $10.00, whichever is greater, plus prevailing GST.
Cash on Delivery
Apologies, but we do not offer cash on delivery. All orders must be prepaid using our online store’s payment methods.
Policy Updates
This Policy may be revised periodically and without prior notice to you to reflect changes in our business operations and practices.
