Before Sales FAQs
Where do you ship to?
We provide free shipping to United States, Canada, All countries in Europe, Japan, Australia, New Zealand, South Korea and Japan. For customers located outside these regions, please submit an inquiry via contact form or send us enquiry Email prior to placing your order.
What payment method do you accept?
We accept Paypal or Credit Card payment. If you want to pay by bank transfering, please send Email to us, we`ll send you our bank account information.
How long will it take to arrive at my door after I order?
We typically ship out your order within 2-5 business days. If there is any delay beyond this timeframe, we will promptly notify you via email with further updates. Once your order has shipped, delivery typically takes approximately 1 week. We will provide you with a tracking number via Email as soon as it becomes available.
How do I know if my items have been shipped or not? Do you privide tracking number after my parcel is shipped out?
When your items have been dispatched, we will send a notification email to your email address. The tracking number is normally available within the next few days of dispatch, and it may take a few days before they become active on the tracking website. For the US clients, because we ship the order by tariff-free method, the tracking number will show more details after the parcel lands on US,
Should I pay for tariff when the parcel arrive in our country?
Import tax (Tariff) occurs or not depending on your country’s custom policy. Some countries require tariff, but some countries do not require. Anyway, we will write a small valve on the shipping invoice, i.e: 60USD for a parcel. At present, we can confirm that the customers in United States can enjoy our free-tariff shipping service.
How do I know if my payment has been received by you?
Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store to check the order status at any time. If we has received payment, the order status will show “Processing”.
When do payment, if the website shows the company does not delivery the order to your zone, or other reasons which lead to failed payment, how should I do?
Try it again, if still fail to pay, contact us to our email: sales@singema.com , tell us which model you need and where to ship, then we will send you an invoice by manual for you to pay.
Can I get a discount if I make a larger order?
Yes, the more pieces you purchase, the higher discount we can give you. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact our Sales Department and provide the following information:
– The product(s) that you are interested in
– The exact order quantity for each product
– Your desired timeframe
Our Sales Department will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.
For more details,please contact our sale department,email ID is: sales@singema.com
After Sales FAQs
How can I cancel my order, before and after payment?
1, Cancellation before payment：
If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order.
2, Withdrawing an order after payment：
If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.
If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.
If the package has already been dispatched, then we are not able to cancel or change the order.
If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department and we will process the updated order; there is usually no additional fee for this service.
Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.
How can I return purchased items?
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service, please provide us with the following information:
a. The original order number
b. The reason for the exchange or return
c. Photographs clearly showing the problem with the item
d. Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.
The return process can only be initiated within 15 calendar days upon receipt of your items. We can only accept returned products that are in their original condition (unused).
Under which circumstances would an item be able to be exchanged or returned?
We pride ourselves in the quality and fit of our products. once sold, cannot be returned or exchanged in cases other than quality issues or mis-shipment.
1, Quality Issues:
Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 15 calendar days after receiving the product-it must be unused. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer’s responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence will not be accepted for refund.
2, Mis-shipment:
We will exchange your product in cases where the purchased product does not match the item ordered.
Please note:
All returned and exchanged items must be returned within 15 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been used, damaged. If an item we receive has been used, is damaged, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.
Where do I return the item?
After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to us. Once we have received the item(s), we will review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.
How can I do if the parcel miss some parts?
If you find some parts are missed in the original package, contact our service team immediately: sales@singema.com , our service staff will help you to solve trouble.
For any other question, please contact us by email: sales@singema.com or info@singema.com , Singema team will reply you in 8 hours.
Thank you!