Citrusox / Terms and conditions

Terms and conditions

Shipping & Delivery

All you need to know about the different shipping options. Please do not hesitate to contact as if you have any question or doubt.

LOCAL DELIVERY – SINGAPORE

Normal Mail (No tracking available)

Base Delivery Fee SGD 2.50

Additional Fee: Incremental Fee As Per Additional Product

Registered Mail (Tracking available)

Base Delivery Fee   SGD 3.80

Additional Fee: Incremental Fee As Per Additional Product

You may opt for your choice of delivery method. Citrusox are not liable for any lost or damaged mail, hence, we recommend you to opt for registered mail. For registered mail, tracking number will be sent to your email once the item has been sent out to you. Goods will be delivered approximately 5-7 working days subject to stock availability.
*Please refer to SingPost for the delivery status of your item.

INTERNATIONAL DELIVERY

CITRUSOX uses registered airmail through Singapore Post delivery service. Goods will be delivered approximately 10-20 working days, subject to stock availability. Estimated shipping cost would be calculated and shown at the checkout page. Tracking number will be sent to your email once the item has been shipped out and you can use it to view your delivery status. There will be a base fee and an additional incremental fee based on the weight of the product selected.

Base Delivery Fee   SGD 4.50
Additional Fee: Incremental Fee As Per Additional Product

The list of countries we deliver to:

America Samoa | Andorra | Argentina | Australia | Bangladesh | Belgium | Bosnia and Herzegovina | Botswana | Brazil | Bulgaria | Cambodia | China | Canada | Chile | Croatia | Czech Republic | Denmark | Ecuador | Finland | France | Germany | Greece | Hong Kong | Hungary | Iceland | Ireland | India | Jamaica | Japan | Korea, Rep. of (South) | Liechtenstein | Lithuania | Luxembourg | Malaysia | Maldives | Macedonia | Mongolia | Mauritius | Mexico | Monaco | Nepal | Netherlands | New Zealand | Nigeria | Norway | Poland | Portugal | Romania | Sri Lanka | Slovakia | Slovenia | Somalia | South Africa | Spain | Sweden | Switzerland | Taiwan | United Kingdom | United States | Vietnam | Virgin Islands, British | Virgin Islands, U.S.

*Please refer to SingPost for delivery status, transit time.

Custom And Import Duties

Your order may be subject to VAT, import duties, and / or taxes, which are levied once your parcel reaches your country. We ship your parcel DDU, “duties and taxes unpaid” and do not collect the VAT, duties, and / or taxes. If you do incur these additional charges, they must be rendered in order for your package to clear customs. Since we do not know these fees upfront, we cannot notify you of them during checkout and they will be your responsibility. If you are concerned about the custom fees, please contact your government representative.

UNDELIVERED PARCEL

Occasionally parcels are returned to us undeliverable. This could be due to incorrect or incomplete addresses. Please make sure that the shipping address you have entered is correct and complete. Please note that orders that are returned to us due to unclaimed, incomplete, or incorrect address provided or abandoned by your local post office or customs, for whatever reason will not be returned to the customer and will only be re-sent at the customer expense. Please email us at ecom@citrusox.com immediately if your order has not arrived after 8 business days (for Local Shipping) / 21 business days (for overseas Shipping) after received our notification email on the shipped status.

Track Your Order

Track your order status
Login to your Citrusox account, go to My Account and view the orders that you have made.
Alternatively, you could check on your email, as we will notify customer on the order status through email too.

Track your delivery status
If your item is sent via registered article service, a tracking number will be send to your email once the item have been send out. You can track your delivery status through SingPost to get an online update after the item have been send out

Return Policy

All requests for exchange due to manufacturing defects must be raised within 8 days for Singapore orders or 21 days for overseas orders from the invoice date. An invoice slip will be ship out together with your items. Any postage charges incurred for return of goods shall be borne by the customer. Citrusox will not be held responsible for any lost of mail during the return delivery of the item. Please note that all products mark as sales item are not allow for exchange.

Please refer to the following steps for exchange:

1.  Send a request for exchange email to ecom@citrusox.com within 8 days for Singapore orders or 21 days for Overseas orders from the invoice date with the following details:
– Customer name and contact details
– Order No
– Date of order
– Clear image of the products capturing the defects detail

2.  We will reply you through the email if the item is eligible for exchange. In any case should the exchange item be out of stock, you will be contacted by our customer service representative to select another item of the same value.

3.  Ensure that the exchange item are intact with Citrusox ORIGINAL packaging, undamaged and unused with the original invoice of the product.

4.  A return email will be send to you, confirming the eligibility for exchange. If the item is eligible for exchange, please proceed to send out the item within 7 days from the date of approval stated in the email.
Return the item to:
Citrusox Pte Ltd
Northstar @AMK
7030 Ang Mo Kio Ave 5 #04-36 Singapore 569880

5.  Upon receiving the item for exchange, we will inspect the defect and originality of the product. Citrusox will then proceed to ship out a new replacement and update you on the status of the redelivery. You can login to your Citrusox account or check your email for the redelivery status.

If you have a question that is not listed here you can contact us at ecom@citrusox.com

We value your feedbacks and are constantly looking for new initiatives to improve our customers’ shopping experience.

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