RECEIVING & REFUND POLICY


'RECEIVING' refers to Delivery and Mailing Services

LOST OF MAIL

For Singapore Address:
Ensure the delivery address and phone number you provided at checkout was correct. If you have entered the wrong address, we will wait for SingPost to return the mail (provided that the person whom it was wrongly delivered to was honest enough to return it) and you will need to bear the postage cost for re-delivery.

If all else fails and you are positively sure your mail has been lost, please file a claim with Singapore Post and liaise directly with them by sending them a feedback.

Unfortunately, we can’t offer you a refund for lost of mail. This applies to all orders we have mailed out using:

  • Normal Mail
  • AM Mail
  • SmartPac
  • Registered Mail (For Malaysia and Brunei addresses)

Disclaimer
We have no control over what happens to your mail during delivery. The tracking number provided by SingPost is proof that we have mailed out your orders, and we are not held responsible for lost mail, wrong address provided or wrong phone number given for tracking.

For Malaysia, Brunei and other countries:
Lost mail for an overseas address is to liaise directly with our sales team.


TRACK OF MAIL

The tracking number is sent through email. Alternatively, Login to your store account and select the order number. The track button is shown when you opted for receiving method with tracking number. These options are available at the check-out page. Our carrier Singapore Post (local) and other International Couriers may take up to 24 - 48 hours to update on their site after the parcel is collected/shipped out.


PROOF OF MAIL

In cases that mail is lost, you are able to request for the video clip of proof that we have mailed your order in the post box. The video clip is available up to 14 days from the despatch of your order and after which it will be deleted in our stored data.


DAMAGED AND FAULTY ITEMS

All orders are well packed and secured from causing any damage before dropping your order in the post box, therefore it is extremely unlikely that your package will arrive damaged. However, in the event that something unfortunate has happened, we will do a refund or replace faulty or damaged products on a case-by-case basis reported within 14 days from the dispatch of your order. The total value of the refund will equal the total cost of the goods purchased excluding mailing fees. A refund will be made in the same form that you originally paid for your order as soon as possible upon receipt of the damaged/faulty products you have returned.


COURIER DOORSTEP DELIVERY

'The Delivery Guys' is our trusted courier doorstep delivery services offered to our customers who shop through sunnahosstore-id.com

Linked to our trusted courier company terms and requirements, we reserve the right to decline any deliveries by any party, illegal contraband, explosives or any articles that are dangerous is not allowed. We will deliver as best as we could to the exceptions of bad weather, unforeseen jams and peak hour traffic. Available slots are on a first call first serve basis. If it is the last mile same day delivery, we will send it before the end of the day. Operating hours are 1100hrs to 2100hrs daily unless otherwise stated or any last minute changes due to unforeseen circumstances.

The parties agree that The Delivery Guys's liability for any loss of or damage to any article or its contents caused by them shall be limited to a maximum amount of $50 or 50% of the value of the article, whichever is lower. All claims for lost or damage to the articles must be made within the assigned days from the date The Delivery Guys accepts the article.

Such claims must be made in writing, accompanied by evidence in support thereof, including, amongst others, relevant invoices or receipts to the reasonable satisfaction of The Delivery Guys, failing which the claim will be considered null and void. Please submit all claims to thedeliveryguys@deliveryman.com and cc to support@sunnahosstore-id.com.


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