- 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).
For all shipping addresses not in Singapore, we currently only offer one delivery method option, and deliveries may not be made on weekends and/or public holidays.
Singapore
For shipping addresses in Singapore, if you have chosen standard shipping, you can expect to receive your order within 2 to 4 business days of receiving our order confirmation email.
Australia
For shipping addresses in Australia, depending on which state or territory the products are to be delivered to, you can expect to receive your order within 3 – 5 business days of receiving our delivery confirmation email.
Hong Kong
For shipping addresses in Hong Kong, depending on which state or territory the products are to be delivered to, you can expect to receive your order within 2 – 4 business days of receiving our delivery confirmation email.
All other countries
Below are some estimated delivery times for the countries we ship to:
| Country | Estimated Delivery (Business Days) |
|---|
| Brunei |
2 - 4 |
| Canada |
5 - 7 |
| China (excluding South China) |
3 - 5 |
| South China |
10 - 12 |
| 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 |
| 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 |
If your country is not listed in the table above, and you would like to know the estimated delivery time(s) for your order, please do contact us at info@entity-health.com. - 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 credit rebates, discounts or vouchers have been applied.
We currently offer free shipping for the following countries (for orders not exceeding 0.5 kg):
| Country | Minimum Order Value |
|---|
| Singapore |
SGD 99 |
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 +852 5801 0018 (HK) or +61 3 9737 4355 (AU) or +65 6715 1502 (SG).
- What foreign currencies can I purchase with?
- We currently offer purchases in Hong Kong Dollars (HKD), Singapore Dollars (SGD) and Australian Dollars (AUD). All other currencies displayed on our website are indicative only and are based on our SGD pricing.
- How do I place an order?
First time shopping with Entity? Placing an order is easy!
- For the products you wish to purchase, select the product option (if applicable) and the quantity (select your preferred currency, so that product prices are displayed in your currency of choice).
- Click ‘Add to Cart’.
- You can either continue shopping, or if you have decided on your purchase(s), click on the cart icon on the top right corner.
- Select your preferred delivery method (Standard Shipping or Next-day Shipping).
- Click ‘Checkout’.
- 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.
- If you have a promo code, enter your code on this page.
- 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:
- 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.
- Card Details Entered Incorrectly
Please try again and enter your details exactly as they appear on your card.
- 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 +852 5801 0018 (HK) or +61 3 9737 4355 (AU) or +65 6715 1502 (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. Orders shipped by us may be subjected to import taxes, customs duties, fees, GST or VAT (collectively “Delivery Taxes”) levied by the destination country. You are required to pay Delivery Taxes directly to your customs authorities or to our courier partners upon delivery, except if your order is to be delivered in Singapore or Australia, in which case we may assist you to estimate the Delivery Taxes payable by you. This will be calculated and shown to you at the checkout page.
Our courier partner may not be able to deliver the products to you if you refuse to pay the Delivery Taxes upon your receipt of the products.
- Are there any additional costs that will be due upon receipt of my order?
For orders to be shipped to Singapore or Australia, in the event that customs regulations and tax rates applicable to the product changes between the date the taxes and duties were calculated and the applicable taxes and duties on the date of import into your country, resulting in additional charges, these additional charges for customs clearance must be fulfilled by you.
If your selected currency for payment is HKD, SGD or AUD, you will be provided with and charged an order total in your selected currency. For all other selected currencies, your credit card (or other selected payment method) will be debited in SGD. For all online transactions, the process of conversion and the exchange rates applied will be determined by the relevant payment processing intermediary/ the respective card associates (namely Visa Inc. (Visa) or Mastercard International (Mastercard) ) and not by us. As such, you may be subjected to additional foreign transaction fees, administrative fees and/or currency conversion fees by your bank or credit card service provider. The payee reflected on your statement will either be Entity Health, or our payment partner, Stripe.
