support
Customer Care
product and stock
Will an item be restocked?
How do I use your product?
Item Specifications and information
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payments, promos and gift vouchers
What are the payment methods?
When will I be charged?
How do I use a Promo Code?
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order issues
Defective item
Warranty
Missing Item
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Frequently asked questions
Delivery
Local Deliveries
When will delivery be made for local addresses?
Service days are from Mondays – Saturdays except Sundays & Public Holidays
Non delivery service day for commercial address on Saturdays
What happens if you're not in when delivery is made?
Delivery will be made up to 3 attempts for over 3 consecutive working days. If you are not in, the delivery service provider will attempt to contact you through the contact number that you leave with us and will attempt to make a repeat delivery the next day.
If they parcel has fail to be delivered after 3 attempts, the order will be cancelled and there will NO refund on shipping fee.
For any failed delivery attempts, additional service fees may be charged.
Store pick up
You can choose to pick up your order directly from us at our warehouse located at 2 Pereira Road, #03-02, Singapore 368024. To do this, please select the shipping option "Local Pickup" during checkout and a confirmation email will be sent to you once your order is ready. Please wait for our confirmation email to ensure that your order is ready for pick up before heading to our warehouse. Our warehouse is open on weekdays, 0900hrs to 1730hrs daily. Please present the order confirmation email or print out your order confirmation when picking up your order.
Overseas Deliveries
Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.
If you're not in when your parcel arrives, the carrier will attempt to redeliver it in the next working day or it might be left in a safe place. If the carrier fails to deliver your parcel after 3 attempts, the order will be returned to us and shipping charges will not be refunded. Additional service fees will also apply.
Please be advised that on any public holiday dates in your country, deliveries will not be made. In this instance, please expect your order to arrive the next business day.
Countries that we currently ship to
Asia
Malaysia
Phillippines
Japan
United Arab Emirates
Americas
United States
Europe
United Kingdom
Oceania
Australia
New Zealand
How do I track my order?
Once your order has been shipped, an email will be sent to you along with a tracking number and link to track your parcel. Your order will usually be shipped within 1 to 2 working days. If you have not heard from us 3 working days after making an order, please drop us an email at help@mastermark.com.sg
How long does delivery take?
Singapore Local Deliveries
Estimated delivery times for local deliveries are 2 to 7 working days.
Local Pick Ups
If you selected the store pick up shipping option, it will take around 1 to 2 working days for us to prepare your order. Once your order is ready, an email will be sent to you with instructions for picking up your order.
International Deliveries
For international deliveries, the estimated delivery times will be 5 to 30 working days depending on the destination country. Please note that additional delivery times may incur due to customs clearance and other shipping delays.
If you fail to receive your parcel within the estimated delivery times above, please drop us an email at help@mastermark.com.sg. Do include your order number for our reference.
Returns & Refunds
Can I return my order?
Please note that we have a strictly no refund, no return and no exchange policy, except that we will provide a replacement of a faulty unit (or part thereof) purchased from us or our authorised vendors or distributors within (1) month from the date of purchase. For more info head to our Store Policies.
Once you have completed an order, all sales are final and returns are not allowed unless any of the following conditions are met:
1. Item arrived damaged or faulty.
2. An incorrect item arrived.
In any of the cases above, please drop us an email at help@mastermark.com.sg within 7 days from receiving your order.
Are exchanges allowed?
Please note that we have a strictly no refund, no return and no exchange policy, except that we will provide a replacement of a faulty unit (or part thereof) purchased from us or our authorised vendors or distributors within (1) month from the date of purchase. For more info head to our Store Policies.
If you have any questions on this, please contact our customer service at help@mastermark.com.sg.
How are refunds processed?
In the special case that your refund request has been approved, you should be receiving your refund to your original mode of payment within 7 to 10 working days after the return or exchange has been completed.
Order Issues
Defective Item Received
We are truly sorry if the item you have received is defective.
Please contact us immediately and we will get it sorted out for you. Email us at help@mastermark.com.sg along with any images or videos of the defective item and we will process your request from there.
Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.
Please note that we are unable to send replacements for faulty items.
Product Warranty
We offer product warranties of up to two years for products manufactured and produced by Mastermark Pte Ltd. Other brands sold on our website may offer product warranties as well. For this, please contact the respective brands for more information instead.
Our warranty does not cover damages caused by misuse or any physical wear and tear. For any help with regards to you warranty claim, please contact help@mastermark.com.sg for more information.
Missing Items in Your Order
We are truly sorry if there are items missing from your order.
Before contacting our Customer Care team, we recommend checking the following:
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We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
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The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
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If you’ve placed multiple orders within a few days of each other and are being shipped to the same delivery address, your orders may have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.
Can I cancel my order after I've placed it?
If you have placed an order but would like to cancel it, you can do so within 30 mins after completing your order.
If you have decided that you need your order to be cancelled beyond 30 mins after completing your order, please contact us immediately. If your order has been booked for shipment, but not picked up by the courier, we will be able to issue a refund excluding the delivery fees.
To cancel, please drop us an email at help@mastermark.com.sg immediately.
Please note that a minimal cancellation fee may be incurred for processing the refund.
When will you be refunded after your order has been cancelled?
Once your order has been successfully cancelled, it may take up to 10 working days for you to be refunded. It may also take an up to 10 working days for your bank or card issuer to make your funds available to you again.
Can I amend my order after I've placed it?
We're really quick to process and pack your order
If you have decided that you need your order to be cancelled beyond 30 mins after completing your order, please contact us immediately. If your order has been booked for shipment, but not picked up by the courier, we will be able to issue a refund excluding the delivery fees.
To cancel, please drop us an email at help@mastermark.com.sg immediately.
Please note that a minimal cancellation fee may be incurred for processing the refund.
When will you be refunded after your order has been cancelled?
Once your order has been successfully cancelled, it may take up to 10 working days for you to be refunded. It may also take an up to 10 working days for your bank or card issuer to make your funds available to you again.