Frequently Asked Questions

Orders

How do I place an order?

Simply browse our website, add desired items to your cart, and follow the checkout process to place your order.

What payment methods do you accept?

We accept most major Credit Cards, PayPal, Google Pay, and Apple Pay.

Can I modify or cancel my order?

Unfortunately, once an order is confirmed, modifications or cancellations are not allowed. Please review your order carefully before confirming.

How long will it take for my order to be processed?

Upon submission of your order, you will receive an order confirmation email. You should receive your order within 1-4 business days.

Please note that these are estimated times, and actual delivery may vary due to external factors.

If you require assistance with your order, please reach out to us via https://www.surprizemart.com/pages/contact.

Self-Pickup

What are the additional charges if I select self-pickup as my delivery option?

There are no additional charges or delivery fees involved if you choose to self-pickup your order from our shop.

How do I pick up my order?

Upon placing your order, you will receive an order confirmation email. However, at this point of time, your order is not yet ready for collection.

When your order is ready for collection, you will receive an email notifying you that your order is ready for pickup. Thereafter, you may proceed to our shop to collect your order.

We are located at 7 Gambas Crescent, #02-28, Ark@Gambas, Singapore 757087.

Our opening hours are from Monday-Friday, 9AM-6PM, excluding Public Holidays.

Please note that we will be unable to fulfil order pickups outside of our operating hours.

Shipping & Delivery

How are shipping costs calculated?

Shipping costs are calculated based on the shipping method and the weight of your order. The total shipping cost will be displayed at checkout.

Do you offer international shipping?

Unfortunately, we do not offer international shipping at the moment.

When will my order arrive?

Shipping time depends on the shipping method selected.

We offer local self-pickup, standard shipping, and same-day shipping options.

For self-pickup:

  • We are located at 7 Gambas Crescent, #02-28 Ark@Gambas, Singapore 757087.
  • Our operating hours are Monday-Friday, 9AM-6PM, excluding Public Holidays.
  • Please note that we will be unable to fulfil order pickups outside of our operating hours.

For standard shipping:

  • You will typically receive your order within 1-4 business days.

For same-day shipping:

  • Your order must be placed before 5:30PM for your order to be delivered in the same day.
  • You will typically receive your order within 4 hours if your order is placed before 5:30PM.
  • For orders placed after 5:30PM, you should receive your order by 1PM on the next day.

Please note that these are estimated times, and actual delivery may vary due to external factors.

Can I change my shipping address after placing an order?

Unfortunately, we will be unable to change the shipping address once an order has been shipped out. Please double-check your address during checkout.

If necessary, you may contact us asap with your modification request but please note that modifications to your order made within 1 day of delivery cannot be accommodated.

All other requests for changes to your order are subject to availability and will be considered on a case-by-case basis.

Miscellaneous

How do I contact customer support?

For any inquiries or assistance, please use the contact form at https://www.surprizemart.com/pages/contact.

How do I unsubscribe from marketing emails?

You can unsubscribe from marketing emails by clicking the 'unsubscribe' link at the bottom of any marketing email you receive from us.

What can I do if I have received a damaged item?

If you receive damaged items, please contact us immediately via our contact form at https://www.surprizemart.com/pages/contact.

Please take clear photos of the damaged goods and packaging as we will be asking for them in our replies.

We will assess the damage and arrange for a suitable resolution, which may include a replacement or refund.

Can I request for an exchange or a refund of my purchase?

We do not allow exchange, refund, or cancellation for confirmed orders, except in cases where the items were delivered damaged.

What can I do if this FAQ list did not answer the question I have?

Please drop us a message via our contact form at https://www.surprizemart.com/pages/contact and we will be happy to assist you.