FAQ for Shipping and Delivery

 
When will I receive my order?

Please note that all time estimates for shipping and delivery will depend on your selected shipping address, delivery method (where available), and also the date and time on which your order was placed.

For all deliveries, you may receive a call or SMS from our courier partner when they are on their way or have arrived at your shipping address. If you are not available at the time of the delivery attempt, our courier partner will arrange for a re-delivery at another time. We may also provide you with the tracking number for your order (where available), and you may thereafter track your order (whether through the Entity Health or through our courier partner’s website).

Below are some estimated delivery times for the countries we ship to:

CountryEstimated Delivery (Business Days)
Australia 3 - 5
Brunei 2 - 4
Canada 5 - 7
China (excluding South China) 3 - 5
South China 10 - 12
Hong Kong 2 - 4
India 4 - 6
Indonesia 2 - 4
Japan 3 - 5
Macau 2 - 4
Malaysia 1 - 3
New Zealand 3 - 5
Phillipines 2 - 4
Qatar 8 - 10
Saudi Arabia 8 - 10
Singapore 2 - 4
Taiwan 2 - 4
Thailand 2 - 4
United Arab Emirates 8 - 10
United Kingdom (except Wales) 6 - 8
United States of America 5 - 7
Vietnam 2 - 4
What are your delivery fees?

Delivery fees are usually calculated and shown to you at the checkout page, and before you confirm your purchase order. Delivery fees are calculated based on your selected shipping address and delivery method (i.e. standard or express), amongst others. Please do therefore refer to the checkout page for the estimated delivery fees for your order(s).

We may also provide you with free shipping if your total order satisfies our minimum order value. This minimum order value only applies to the cost of your purchase before GST or VAT, and after any discounts or vouchers have been applied.

We currently offer free shipping for the following countries (for orders not exceeding 0.5 kg):

CountryMinimum Order Value
Singapore SGD 100
United States USD 75

If you are not eligible for or do not select free shipping, then the estimated delivery fees payable by you will be calculated automatically at your products checkout page.

Do you ship internationally?

We ship orders to all countries, except the following: China (please visit our Jingdong and Tmall flagship stores), Burma (Myanmar), Cuba, Iran, Somalia, Sudan, Republic of South Sudan, Lebanon, Syria, Temen and North Korea. This list is not exhaustive. We will inform you if our courier partner is unable to deliver the products to your shipping address.

For Singapore we currently ship to all areas, except: Off-shore Islands such as Pulau Ubin and Jurong Island, Tuas Link, free trade zones, Changi Cargo, Airport Boulevard, all airport areas including areas within Changi Airport and Seletar Airport, Country Clubs, Army Camps, Seletar Aerospace, Turf Club Avenue, Singapore Prison Quarters, Airbase sites, SATS Inflight Catering Centre 1, ST Kinetics, Shipyards, Powergrid.

I missed a delivery! What do I do?

If our courier partner fails to reach you at your specified shipping address, our courier partner will leave you a message or give you a call. A re-delivery will be made after arranging a convenient time with you.

Our courier partners may make a maximum of two delivery attempts. If our courier partner is unable to deliver the products to you after two delivery attempts, then the products may be returned or disposed of by our courier partner. Please do kindly ensure that you are therefore able to receive your delivery at the scheduled time.

Can I cancel/change/return/exchange/refund an order?

Unfortunately, orders cannot be cancelled, returned, exchanged or refunded. We apologize that we are also unable to change the items in your order once it has been processed.

If you receive an item which is damaged or expired, or if you received items which are different from what you ordered, please contact us immediately at +1 628 212 0588 (US) or +65 6235 2270 (SG).

 

FAQ for Orders and Payment

 
What foreign currencies can I purchase with?

We currently offer purchases in United States Dollars (USD) and Singapore Dollars (SGD).

How do I place an order?

First time shopping with Entity? Placing an order is easy!

  1. For the products you wish to purchase, select the product option (if applicable) and the quantity.
  2. Click ‘Add to Cart’.
  3. You can either continue shopping, or if you have decided on your purchase(s), click on the cart icon on the top right corner.
  4. Select your preferred delivery method.
  5. Click ‘Checkout’.
  6. You will be asked to provide your billing information and shipping address and register an account with us. If you are an existing customer, click “Already Registered” to log into your account. Your shipping address and billing information will automatically apply to your order.
  7. If you have a promo code, enter your code on this page.
  8. Before clicking on 'Place Order', be sure to:
    • Review your delivery address and choose your payment method
    • Confirm total amount

Your order is final once payment has been processed. Therefore, it is important to check that your order is accurate before you click on "Place Order".

After checking out, you will receive an Order Confirmation email with your order details. You will also receive an Order Packing email when your order is being packed. An order tracking link will be sent to you in this email to enable you to track your order, where available.

What are the payment methods available?

To bring you the best online shopping experience, we offer multiple payment methods:

  • MasterCard
  • Visa
  • American Express
  • GrabPay (For Singapore and Malaysia only)
Why doesn't my payment go through?

You may be facing difficulties with making payment because of the following reasons:

  1. Pop Up Blocker
    Please ensure that the settings for POP-UP BLOCKER for browser is set to OFF. Otherwise, the relevant transaction pages from the banks cannot be displayed and your transaction will not be processed.

  2. Card Details Entered Incorrectly
    Please try again and enter your details exactly as they appear on your card.
  3. Session Time Out
    Please refresh the page and try again. Do note that the payment will not go through and no amount will be deducted.

If the problem still occurs, please email us at sales@entity-health.com or call us at +1 628 212 0588 (US) or +65 6235 2270 (SG)

What will the duties and taxes on my order be?

Import taxes, customs duties (or customs tariffs) and fees are set by your country’s customs authorities and is determined based on a combination of the country of origin or manufacturing of the product being purchased and the classification of the product in accordance with a harmonized system adopted and used by the country. Goods and Services Tax (GST) and Value Added Tax (VAT) rates are also set by your country.

You are responsible for ensuring that the product can be lawfully imported to your country. You agree to pay for all import and/or customs tariffs, duties and taxes (including goods and services tax, value added tax and such other applicable taxes) (collectively “Delivery Taxes”). Such Delivery Taxes may be levied once a shipment reaches your country. You shall be responsible for and shall pay all such Delivery Taxes for customs clearance. The Delivery Taxes payable and the customs policies vary widely from country to country, if you require please contact your local customs office for further information.

Are there any additional costs that will be due upon receipt of my order?

You are responsible for and shall pay all shipping and handling charges, and such charges will depend on the value of your order and your provided shipping address, amongst others. You shall also be responsible for and shall pay all such Delivery Taxes for customs clearance.

If you are making a payment from Singapore or other Asia Pacific countries, your credit card will be charged in SGD. If you are making a payment from the United States or countries outside Asia Pacific, your credit card will be charged in USD.

If your card transaction is converted to SGD or USD, the process of conversion and the exchange rates applied will be determined by the relevant merchant or currency conversion service provider, and you shall be responsible for any and all administrative fees or charges imposed by the relevant merchant or service provider.

 

FAQ for Account

 
I've forgotten my password!
If you have forgotten your password, click on “Forgot your password?” button in the Log In page. Enter your email address and click on the "Reset password" button to receive a new password sent to the email address specified.
How can I get in touch with customer service?
Our team is here to help. Email info@entity-health.com or call +1 628 212 0588 (US) +or +65 6715 1502 (SG)
 

Others

 
What is CGMP?

CGMP refers to the Current Good Manufacturing Practice regulations used and enforced as a globally harmonised system all around the world.

CGMPs provide for systems that assure proper design, monitoring, and control of manufacturing processes and facilities. Adherence to the CGMP regulations assures the identity, strength, quality, and purity of drug products by requiring that manufacturers of medications adequately control manufacturing operations. This includes establishing strong quality management systems, obtaining appropriate quality raw materials, establishing robust operating procedures, detecting and investigating product quality deviations, and maintaining reliable testing laboratories. The "C" in CGMP stands for "current," requiring companies to use technologies and systems that are up-to-date to comply with the regulations.

We are proud to confirm that Entity is CGMP compliant which assures our products meet their quality standards so that they will be safe and effective for consumers.

Are all Entity products halal certified?
All Entity products are halal certified .
  • NAD powers DNA repair through PARP activation

    Another critical function that NAD powers is DNA repair. Every day, our DNA faces constant damage from what we eat, how we live, and exposure to harmful toxins and even UV radiation from the sun. If left unrepaired, it can lead to mutations, malfunctions and even dreaded diseases like cancer. To combat this, the body uses PARP proteins to repair the damaged DNA.

    PARPs need NAD to function.

  • NAD regulates the genes of aging and is known as the molecule of youth

    NAD is critical for the function of sirtuins, the “longevity proteins”. Sirtuins are a family of seven proteins linked to longevity and considered pivotal regulators of lifespan and healthspan through their involvement in fundamental biological processes.

    It plays a crucial role in the Krebs cycle, which is a series of biochemical reactions to release energy from nutrients like carbohydarates, fats and proteins. This takes place in the mitochondria, often referred to as the “powerhouse” of our cells. This cycle is essential for energy production, generating ATP, the primary energy currency of the cell.

    ATP is vital for maintaining cellular functions, facilitating biological processes, and supporting critical muscle functions, including breathing and the heartbeat.

    Sirtuins contribute to longevity by:

    • • Enhancing DNA repair and reducing damage, promoting cellular health
    • • Regulating metabolism, especially in response to caloric restriction, which is known to extend lifespan
    • • Reducing inflammation, thereby improving health and potentially extending lifespan
  • NAD powers the mitochondria, the powerhouse of the cells

    Naturally produced in the body, NAD+ is the oxidized form of nicotinamide adenine dinucleotide. It is a coenzyme found in all living cells and exists in the body as a redox pair.

    NAD is a molecule involved in critical biological processes such as cellular energy and cellular repair that make life possible.

  • Glutathione supports liver detoxification and health

    Glutathione is essential for liver health. The liver is constantly exposed to toxins and undergoes metabolic processes that generate harmful free radicals. Glutathione’s antioxidant properties protect liver cells from damage and supports the liver’s detoxification processes.

    In addition, glutathione regulates liver inflammation. By reducing chronic inflammation, it lowers the risk of liver diseases, such as fatty liver disease, and supports healthy liver function.

    Glutathione also aids in fat processing and elimination by supporting bile production, which is necessary for fat digestion and absorption. Through enhanced fat metabolism, glutathione further promotes overall liver health.

  • Glutathione enhances immunity and fights viral infections

    Glutathione is essential for immune health, supporting the function of T cells, B cells, and macrophages. Some studies also suggest that it may help disrupt the replication of certain viruses.

    As we age, glutathione also helps address skin discoloration by inhibiting tyrosinase, the enzyme responsible for melanin production, which reduces dark spots and uneven pigmentation. It also offers protection against UV radiation, helping to prevent photoaging.

  • Glutathione protects against premature skin aging

    Free radicals generated by environmental factors such as UV radiation, pollution, and toxins damage skin cells, leading to premature aging, wrinkles, and other skin problems.

    By neutralizing free radicals, glutathione protects the skin’s delicate balance and prevents premature aging.

    Glutathione plays a crucial role in managing inflammation, which is key in skin conditions such as acne, eczema, and psoriasis. By modulating the inflammatory response, it reduces redness, irritation, and other symptoms while supporting a healthy skin barrier for a youthful, radiant complexion. This contributes to improved skin texture, tone, and an overall vibrant appearance.

  • Dr Brian Kennedy, PhD

    Scientific Advisor

    Dr. Kennedy is a Distinguished Professor in the National University of Singapore (NUS) Yong Loo Lin School of Medicine, Departments of Biochemistry and Physiology. He is the Director of the Healthy Longevity Translational Research Programme in NUS and Director of the Centre For Healthy Longevity, National University Health System (NUHS). Prior to this, he was the President and CEO of the Buck Institute for Research on Aging and he maintained a professorship there through 2020. He served as the Co-Editor-In-Chief at the journal Aging Cell from 2011 to 2021.

    Dr. Kennedy is widely recognized for his contributions in the biology of aging and as a visionary committed to translating research discoveries into new ways to delay, detect and prevent human aging and its associated diseases. With a plethora of widely-cited research papers on aging and longevity under his belt, he is regarded as an expert in the science of gerontology.

  • Dr Stephen Lim

    Chief Pharmacist

    Dr Stephen Lim is an Adjunct Professor in the School of Pharmacy at Curtin University and has more than 35 years experience in the hospital and commercial pharmacy sectors. His interest is mainly in research, drug safety and drug delivery, especially in the area of needle-less systems.

    Dr Lim is also an expert in drug storage and extending the shelf-life of medication. He completed his Master thesis by looking at drug stability in the frozen state and has shown that intranasal fentanyl delivery is as effective as intravenous fentanyl.

    Dr Lim obtained a Bachelor of Pharmacy (with distinctions), a Master of Pharmacy and a Ph.D. in Pharmacy in novel, drug delivery system from Curtin University.

  • Dr Iain Cook

    Chief Scientist

    Dr Iain Cook has more than 30 years of experience in the analysis of complex pharmaceutical and biological samples, with a background in pharmaceutical, veterinary, industrial and agrichemical industries.

    Prior to his appointment as Chief Scientist, Dr Cook was the director of Chemical Analysis Pty Ltd. He also served as analytical chemist at ICI/Orica, where he specialised in nuclear magnetic resonance and led its Spectroscopy Group (NMR/FTIR/SEM-EDXA/NIR), and at PROBE Analytical thereafter.

    Dr Cook obtained his Doctor of Philosophy in Nuclear Magnetic Resonance and Synthetic Organic Chemistry from La Trobe University.

  • Dr Janakan Krishnarajah

    Chief Medical Officer

    Dr Janakan Krishnarajah is the Chief Operating and Medical Officer of iX Biopharma, parent company of Entity Health. In his capacity, he is responsible for iX Biopharma’s pharmaceutical and nutraceutical product development, including the design and implementation of clinical trial programmes. He also oversees the operations of the Group’s wholly owned certified GMP manufacturing facility in Australia.

    Dr Krishnarajah was formerly the CEO and Medical Director of Linear Clinical Research Ltd, a leading Australian early phase clinical trials facility. He has extensive experience in phase I-IV clinical trials and has acted as Principal or Co-Investigator in over 100 Phase I/II clinical trials.

    Dr. Krishnarajah graduated with a Bachelor of Medicine, Bachelor of Surgery (Hons) from The University of Western Australia. He is a Fellow of the Royal Australasian College of Physicians and Specialist in Clinical Pharmacology and Internal Medicine previously having worked as a Consultant Physician in Western Australia. He is also a member of Longevity Docs, an exclusive community dedicated to physicians pioneering precision and evidence-based practices in longevity medicine.