FREQUENTLY ASKED QUESTIONS
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Why do we have to pay for Goods & Services Tax?
Goods and Services Tax
Pryce Tea is a brand registered under its parent company Lim Lam Thye Private Limited. Lim Lam Thye is a GST registered legal entity: M2-00226612-9, therefore, prices and transactions posted on this online store hosted in Singapore are subjected to prevailing GST in Singapore regardless of overseas or local sales.
All orders are subject to custom duties, taxes and fees payable by the recipient at the shipping destination.
Please ensure that you check the custom regulations of the shipping destination before you complete your order. Should you be in doubt regarding the import regulations of the shipping destination, we advise that you verify with the relevant authorities.
In the event that packages are rejected entry, confiscated, abandoned, destroyed or returned by customs, unfortunately, the customer will have to bear these losses. There will be no refunds made in such instances.
In accordance with customs regulations, order invoices with full billing details will accompany each delivery as required for customs declaration.
Lastly, do check that the recipient’s address and contact details are correct and accurate before completing your order.
Should we fail to reach you at your specified shipping address, we will continue to attempt to deliver your package according to the delivery details provided. However, we will only continue to make delivery attempts a limited number of times.
To prevent any delays to your order, please ensure that the shipping address and contact details of the recipient are correct before proceeding with payment when you checkout.
Should we fail to reach you at your specified shipping address, we will continue to attempt to deliver your package according to the delivery details provided. However, we will only continue to make delivery attempts for a limited number of times.
For local deliveries, if we are ultimately unable to successfully deliver the package to the recipient due to missed attempts, the order will be sent back to Pryce Tea. For such unfortunate cases, the order will be forfeited by the customer.
For international deliveries, after failed delivery attempts to reach the recipient the order will be regarded as abandoned at the shipping destination.
For other cases where the delivery is not received, abandoned or returned, the order shall be forfeited and this loss will be borne by the customer. Unfortunately, we will not be able to provide refunds.
May I make changes to the delivery address?
Yes, you may do so. Please email your request to email@example.com. Our online store assistant will be able to assist you as long as the package has not been shipped out from our facility.
What are your delivery timings?
We offer free local delivery with an average delivery lead time of 8 to 10 working days. Unfortunately, we are unable to provide specific dates as the delivery of our products is managed by Singapore Post. As such, delivery timings are subject to their regular local mail delivery schedules.
Unfortunately, we are unable to provide specific dates as the delivery of our products is managed by Singapore Post. As such, delivery timings are subject to their international air mail delivery schedules.
How much will I be charged for delivery?
At the billing page during the checkout process, you will find the respective local or overseas delivery charges along with your order summary.
Would my recipient be receiving an invoice together with the order item(s)?
An invoice will be included for each delivery. However, please include in the comments during checkout if you would like the order to be sent without the invoice.
For customs declaration purposes, a commercial invoice would be included.
What should I do if I face issues when placing my order?
If you have not found the answer to your question on our FAQs page, you can easily reach us at:
Phone: +65 6779 2948 (Overseas)
Our operational hours are from 9.00am to 6.00pm, Mondays to Fridays. (GMT +8)
I am interested in placing a bulk order, what should I do?
Please email your bulk order requests to firstname.lastname@example.org and our online store assistant will respond your enquiry within one to two working days.
Where do I put my well wishes or my gift message in the order?
You may include a greeting or message with your order upon checkout before you make payment. To do so, please leave your personalized message under the “Order Notes” option on the “Order Review” page.
A complimentary greeting card for your gift message will be provided.
Can I cancel my order and be refunded?
Sorry, but as long as payment has been received we are unable to modify or cancel your order.
How do I check the status of my order?
You may check your order status via these simple steps.
Step 1: Login to your account by keying in your username and password.
Step 2: You will see the status of your order at the left most column of each order line. To see your order invoice, simply click on the “View” button.
For orders marked “On Hold”, this means that your order has been received and will be processed soon.
For orders marked “Processing”, this means that your order is currently being processed.
For orders marked “Complete”, this means that your order has been shipped out of our facility.
For orders marked “Cancelled”, this means that your order was unsuccessful. Please place your order again.
How do I know if I have placed my order successfully?
An auto-generated order confirmation email detailing your order number, order date, summary of your order items and shipping address will be sent to you once your order has been successfully placed.
Please ensure that you have provided us with a valid email address.
If you do not receive your confirmation email within a few minutes of placing the order, please try checking your spam folder as the confirmation email may have been redirected to that folder instead of your inbox.
Alternatively, you may log in to your account and check under your orders.
May I place my order through the phone?
Sorry, we do not take phone orders at this point.
If I purchased an item before a promotion starts but is due to receive it only after the promotion is running, am I entitled to the promotion’s benefits?
You must place your order during the promotional period to be entitled to the promotion’s benefits. As orders are processed at the point of our receiving them, hence, your items would be charged at the price stated at the moment of sale, regardless of the delivery date.
Can I make changes to my order items after I have received the order confirmation via email?
Sorry, changes may not be made once an order has been confirmed. In order to do so, the confirmed order has to be cancelled and a new order be placed.
What are your operational hours?
We are available from 9.00am – 6.00pm, Mondays to Fridays except on public holidays and office closures.