Frequently Asked Questions (FAQ)

Products

Are your prices inclusive of GST?

Yes, all prices listed are inclusive of 9% GST.

Can I check if a product is in stock?

Products ‘In Stock’ are readily available for in-store pickup or delivery.

Products ‘On Request’ are not readily available at our retail store, which we will require full payment before orders are placed. Lead time for these products are usually 3-10 days for available stocks, or up to 16 weeks in special cases, subject to production and/or shipping delays.

Products ‘Arriving Soon’ are temporarily unavailable and are expected to be restocked in our retail store, usually within 3-10 days where stocks are available locally, or up to 16 weeks in special cases, subject to production and/or shipping delays.

I would like to purchase an item that is on request or arriving soon.

Please write in to us via WhatsApp or email and we will assist you on the order process and advise the expected delivery date (subject to delays) where possible.

 

Order and Payment

What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayNow, Atome, GrabPay on our website. We also accept Cash and NETS at our retail store along with the above payment methods.

For PayNow, we will require a screenshot of the payment success page in your banking app as proof. We will only process your order once we have verified payment on our end.

I am purchasing on behalf of a school/government organization. Do you accept payments on e-procurement portals? 

We do facilitate invoicing and payments on platforms such as Vendors@gov, GeBIZ and Ariba.

Are there any instalment options available?

At present we offer the following instalment options:

1. Atome (Website, In-Store)
2. PayLater by GrabPay (In-Store only)
3. DBS/POSB Credit Cards (In-Store only)

Card limits and/or minimum order amounts may apply depending on the instalment plan, which are not determined by us. Please check with the respective services to find out more.

Can I change my order?

Please let us know at least two days in advance before the scheduled delivery date if you would like to change any items in your order, subject to stock availability.

My item is broken/faulty. What can I do?

Please take a picture/video of it and send it to us for verification. If it is deemed to be broken or faulty out of the box, please send it in to us with its original packaging within 7 days for a 1-to-1 exchange with a new unit.

I received an incorrect item. What can I do?

Try not to take the item out of the box, instead please take a picture of it and send it to us. We will arrange for an exchange at your place at no additional cost, only provided that the wrong item is kept in its original packaging in good condition. This includes the original box, all manuals, plastics, protective pieces, cables, and other accessories that were included in the product.

Can I cancel my order?

Please see below section on Exchange, Returns and Refunds.

 

Collection & Delivery

When is the earliest I can pick up my order?

We will send you a notification and/or a WhatsApp message once your order is ready for pickup. Do note that we are unable to accommodate for same-day order pickup.

Who delivers my order?

We have an in-house logistics team who will deliver your order. For bulkier items or items available on order, your delivery will be handled directly by our suppliers.

How long do orders take to arrive?

Depending on stock availability both with us and locally, items usually take 3-7 working days upon payment confirmation to be delivered to you. Where stocks are unavailable, we will advise you on the lead time accordingly.

Are there any delivery charges?

For purchases made on our website, delivery is free of charge for orders amounting to $100 and above, otherwise there will be a $10 delivery charge inclusive of GST.

For all corporate or government orders, delivery is free of charge for orders amounting to $500 and above, otherwise there will be a $40 delivery charge, exclusive of GST.
Additional delivery surcharge will apply in the following scenarios:

1. No lift access: $10 per flight of stairs per trip, up to a maximum of $300.
   
2. Oversized delivery (per full van): $100 per additional trip

I have preordered an item but it is taking too long to arrive. What can I do?

Do understand that with the nature of the products we carry, many factors including production and/or shipping delays en route to Singapore, if any, may cause delays in fulfilling your order. We are constantly in touch with our suppliers and will update you should there be any delays

Do you do same-day or next-day deliveries?

We do not do same-day deliveries. If you require your order to be delivered to you urgently, an additional express delivery charge of $40 will apply.

Orders for items readily available are applicable for next-day pickup for orders sent in by 2pm the working day before.

Can I have my order delivered to a non-residential address?

We are able to make deliveries within mainland Singapore and Sentosa Island. However, if your premises require security clearance to enter or any other special delivery instructions, please let us know at least one day before the scheduled delivery date.

If our logistics vehicle or personnel(s) are denied entry to the building to deliver your order due to not having prior security clearance, a rescheduling fee of $40 exclusive of GST will apply for each subsequent delivery attempt.

Can I request for a specific delivery timeslot?

Our delivery timings are Mondays to Fridays (excluding Public Holidays), 10am to 5pm. We are unable to accommodate for specific time slots due to varying factors such as traffic and prior delivery loads.

There is nobody at home to receive my order. What can I do?

Do let us know if there is a safe place for our logistics team to place your items in the close vicinity of your place. A photo will be taken as proof of delivery and sent to you. Do note however for bulky items our team may have to leave them beside your doorstep.

If there is nowhere convenient for our delivery team to place the items, we may need to reschedule your delivery. Do note that a rescheduling fee of $40 applies for each subsequent delivery attempt.

Can I change the delivery address for my order?

Please contact us via email or WhatsApp and let us know the new address to deliver to at least two days in advance before the scheduled delivery date.

Do you ship overseas?

We do not ship overseas. You may wish to engage a forwarding service to assist you in shipping your order, subject to shipping restrictions of the products. Alternatively, you may wish to authorise someone in Singapore to pickup/receive the items on your behalf, or pick up the item.

Do note that we will not cover additional charges for shipping your order overseas via any forwarding service you have engaged, and we will bear no liability in any lost or damaged items once your order has been handed over to the forwarding company.

 

Warranty & Repair

How long is the warranty for my item?

In general, most products offered includes at least 1 year warranty within Singapore starting from either the date of purchase in-store or the date of delivery. Please check the product pages for more information.

All hardware items are not applicable to be covered under warranty after the 7-days exchange period.

The brand of my product offers a warranty period different to what was advised.

We understand some brands do provide extended warranty periods, which may require shipping the faulty product direct-to-factory for servicing/repair. However, do check with us if the extended warranty period will also be covered with the local service centre.

What does the product warranty cover?

Warranty usually covers the repair or replacement of components if it is found to be defective due to faulty materials or workmanship within the warranty period. Warranty does not cover normal wear and tear, accidental damage, external sources such as weather or electrical surges, negligent, improper or modified use, faulty assembly or installation, repairs or alterations carried out by parties other than authorised agents.

I have an item that stopped working as intended. What should I do?

Do send us some photos or videos along with a description of what happened, what has been tried, etc. We will need to gather as much info as possible to determine if it is necessary for you to check in your items with the authorised service centre of the brand, and forward your case to them as well.

Can I send my item to you for repair/servicing?

Our service centre accepts items from the following brands for repair/servicing:

• Alvarez
  
• AKG
  
• HK Audio
  
• Nektar
  
• Onstage
  
• Wavebone
  
• Xvive

For all other brands we carry, we will advise you on where to send your item to for repair.

 

Exchange, Returns & Refunds

What is the return policy?

We do not accept any returns for any products.

How do I get a refund?

We only accept requests for refunds if we are unable to fulfil your order due to circumstances outside of our control. Change-of-mind requests are not eligible for full refunds, only exchanges.

Do you offer exchanges?

We only offer exchanges within 7-days of purchase, provided the product is kept in its original packaging and in good condition. This includes the original box, all manuals, plastics, protective pieces, cables, and other accessories that were included in the product.

We strongly encourage for exchanges for item(s) of equal or greater value than the item(s) originally purchased. In the event no immediate exchange is available, a credit note will be issued to you and must be utilised within 1 month of issue. Extension of the expiry date is not permitted.