1. How long is the lead time?
Our general lead time for most personalised items (except Pre-Order products) is between 4-8 working days, Mon-Fri except public holidays. Processing time takes about 3-5 working days before we dispatch to courier company and delivery takes another 0-3 working days depending on the delivery method that you choose (Rush delivery and Standard delivery). Longer processing time is expected during peak periods like Mother's Day, Teacher's Day and Christmas etc, do refer to our Homepage for update.
For non-personalised items, you will receive between 2-5 working days.
With effective from 10 May 2019, we will no longer send out artwork in order to process your order faster. Kindly check carefully before submitting your order. We regret to inform that no change is allowed after submission of orders. Our design team will follow your font choice and decide the best representation of the selected font choice given that some fonts may contain a few flourishes and alternate characters of the same letter.
2. How much is the delivery fee?
For Singapore delivery (except restricted areas), our standard doorstep delivery fee is $4 flat rate at the moment. You will receive your parcel within 1-2 working days after we dispatch to courier. If your order is $68 and above, a free standard doorstep delivery will be given. For this option, delivery timing is anytime between 9am-10pm (Mon-Sat except public holidays). We encourage you place an order early for peak periods to avoid longer processing/delivery time.
We also offer Rush Order/Specific Date Doorstep delivery $15 if you need items urgently within 3 working days from the date of placing order or if you want the parcel to be received on a certain date.
Please note the above rate is applicable for most Singapore addresses. Additional charge will incur if your delivery area falls in to these special areas: Tuas, Changi airport, Sentosa Island and Turf Club. We do not deliver to restricted zones such as all Military camps & bases, Surrounding islands, Jurong Island, Changi Cargo Complex. Please contact us before placing order if your delivery area is in the special areas.
For Malaysia/overseas delivery, kindly enquire with us the shipping rate. Shipping rate varies depending on location and parcel's weight. We will check shipping rate from courier companies and get back to you. Malaysia delivery takes 5-7 working days (Mon - Fri, except public holidays) after we dispatch to courier company.
3. Can I self-collect my order?
Self collection is currently not available.
4. Do you accept rush orders?
Yes, we can accommodate rush orders if our schedule allows. Please check with us the availability before you place order. Rush order options are available at checkout.
5. Do you do Chinese/Arabic/Korean etc. text ?
Yes we do. You can just submit your order on our website typing in your desire languague.
6. What are payment methods do you accept?
We accept Paypal for website orders. For Singapore orders, we also accept bank transfer and Pay Now! Kindly contact us through private message function under our Facebook page for details: https://www.facebook.com/masonjarmugsingapore/
7. I submitted my order on the website. How do I know if it is confirmed?
Once you submitted your order, a confirmation email will be sent to you to acknowledge that your order is placed successfully. Please check your mailbox and junk folder (just in case) to look out for the email. If you don't receive any email, that means the order is not placed successfully. In that case, please head over to our website and order again. If you have any issue, feel free to approach us (via FB or IG) for assistance.
8. Do you accept bulk orders or corporate orders?
Yes we do. For bulk orders for company events, weddings, parties etc, please contact us directly by email / Facebook/Instagram. We might need longer lead time depending on your quantity and availability of the stock. So kindly place orders early to receive your items in time :).
9. Do you allow goods return?
Due to the nature of customised goods, unfortunately we do not accept goods returns. Please contact us within 3 days after receiving goods if you have any issue.
10. What are your operating hours?
We are operating from Mon-Fri, 9am-9pm. Except public holidays.
11. Do you accept e-invoice?
Yes we do