FAQ
Frequently asked questions — your extensive resource of information regarding our business. Read to know more about order status, shipping and delivery policies, returns, exchanges, refunds, security, and privacy.
Order status
Learn about the fulfillment process, how to check the status of your order, how to track orders, or make amendments.
Fast shipping is our commitment to all of you. Rest assured we are doing everything we can to deliver. We have streamlined our fulfillment process, and it has minimal idle times. Once your order is confirmed, our local warehouse will start to prepare your order. It will be quality checked and packed within a few hours. Your time of purchase will determine the passing of your order to our delivery partner within the same day or latest by the following morning.
Orders in Singapore will deliver within 1 to 3 days. If you have paid for next day delivery and placed an order before 11 AM, you will receive your order within 1-2 business days. Please note that there will be no deliveries on Sundays and Public Holidays.
Kindly note our logistics partners have advised us that next day delivery will not be available during the year-end sales period, starting Nov 1st.
International shipments follow timelines estimated at checkout. Kindly note these are estimates provided by DHL, and there can be delays caused by destination customs. Taxes and duties are always pre-paid, to ensure smooth door-to-door delivery and no surprise from customs.
Sale and Special Promo Items - Products on sale are final and not eligible for free return.
Kindly refer to the email that has been sent to you the moment you made the purchase. It includes your order number.
Singapore Next Day Delivery
Orders placed before 11 AM on a business day:
The order will be processed on the same day, and you will receive a tracking number in a couple of hours. Your item will arrive within 1-2 business days. Keep track of your order and liaise directly with the delivery partner in case of any changes. There will be a maximum of three delivery attempts.
Orders placed any other time:
The order will be processed by the next business day, and you will receive a tracking number. Your item will arrive within 2-3 business days. Keep track of your order and liaise directly with the delivery partner in case of any changes. There will be a maximum of three delivery attempts.
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Singapore Express Delivery
Your item will arrive within 2-3 business days. Keep track of your order and liaise directly with the delivery partner in case of any changes. There will be max three delivery attempts.
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International Express Delivery
Most shipments arrive within a timeframe estimated during the checkout. There might be slight delays caused by our logistics partner or customs over which we have no influence. Keep track of your order and liaise directly with DHL in case of any changes. There will be max two delivery attempts.
Singapore Next Day Delivery
If you place the order before 11 AM on a business day, your items will arrive within 1-2 business days. If you order any other time, there might be an additional day for processing required.
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Singapore Express Delivery
Orders will arrive within 2-3 business days.
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International Express Delivery
Delivery times depend on destination and are managed by our delivery partner DHL. Kindly refer to the estimated timings presented at checkout. Please liaise directly with DHL for your international delivery.
Singapore:
Visit NinjaVan's website and input your tracking code.
Visit Speedpost's website and input your tracking code.
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International:
Visit DHL's website and input your tracking code.
Shipping and delivery
This section answers your questions about our shipping information and delivery process.
Singapore
We offer FREE EXPRESS SHIPPING (2-3 business days) to all our customers in Singapore.
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International
We offer FREE SHIPPING with a minimum spend to all our customers Worldwide. Minimum spend is SGD 300 across Asia except for Japan and SGD 500 for the rest of the countries on the list. If your order is below the minimum spend, you will see a shipping rate quoted during the checkout. Taxes and duties are pre-paid, to ensure smooth door-to-door delivery and no surprise from customs. If your country is not on the list, contact us directly, and we will quote you a shipping price and minimum spend requirements.
Yes, we ship to most countries worldwide. If you can't see your country on the list during the checkout - drop us a message via Contact us page, and we will let you know the price.
Yes. All our logistic partners provide this service. Kindly request directly from your delivery driver.
It is essential for us that you receive orders fast, at the time you want, and undamaged. Therefore, we have chosen to work with NinjaVan and Speedpost for all our Singapore deliveries, and DHL for international shipments. Please let us know if the delivery was not up to your expectations.
Yes. The delivery will be lightning fast.
Contact the delivery company directly and arrange for a new delivery attempt or alternative ways to pick-up your order.
If your order gets returned to us undelivered, you will be responsible for all the shipping costs as well as duties and taxes for international shipments.
Returns, refunds, and exchanges
Explore this section to understand our returns, refunds, and exchange policies. Products on sale are final and not eligible for free returns.
Singapore
Of course! If you would like to exchange an item purchased at our store, contact us within 48 hours from the time you have received it. Include your full name, phone number, email address, order number, and description of the item you wish to exchange.
Note that eligibility for free exchange only applies if you send us the item and packaging intact. It must be unopened in the original packaging and without any signs of use. If you have opened the box or manipulated with the item in any way, you won't be able to exchange the product anymore.
Discounted and promo items are not eligible for free exchange. No exchanges for items purchased via Atome.
After you contact us, you have two options:
Fast option - you don't have to wait for a response, simply make a new order for the item you want. We will email you instructions on how to return the item you already have and give you a full refund once we receive it back. The refund will take a maximum of 10 days.
Slower option - tell us which item you want, wait for the original item to return to us, settle the price difference, if any, and receive the new item.
The process of returns and exchanges is very straightforward. We want all our customers to enjoy our beautiful products fully. Hence, we do our best to eliminate any potential disruption to that experience.
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International
Exchanges are not accepted.
Singapore
We stand firmly behind our mats and gear, and we quality check every single shipment. All products are photographed before shipping and have a quality seal on it. It is extremely unlikely you will receive a defective product.
However, if this highly improbable scenario happens, we offer a FREE replacement of the faulty item if you contact us within 48 hours from the time you have received it. Include your full name, phone number, email address, order number, and description of the item you wish to return. We will ask for detailed, high-quality photos of the imperfection and compare those photos to the ones we took just before the item was shipped. If the claim is valid, we will provide you instructions on how to send the product back to us, and we will send you the replacement.
Note that eligibility for free replacement only applies if you send us the item in the original packaging and without any signs of use or washing.
Discounted and promo items are not eligible for returns. No returns for items purchased via Atome.
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International
Same rules as Singapore but you will be responsible for return shipping costs, fees, duties and taxes.
Follow the instructions above for exchanges or replacements, and we will email you how to proceed.
We offer refunds as part of the exchange or replacement policy described in this FAQ.
As per the exchange or replacement policy, the refund will take a maximum of 10 business days to be credited back into your original payment method. You will receive updates via email.
Bulk orders
If you want to go big, we have a solution.
If you want to equip your yoga studio or a gym with mats and gear that will make your customers keep coming back - do not hesitate to contact us. We will work something out together.
Privacy and security
We are very serious about this and want you to know it.
Privacy and security are our top priorities, and we understand that collecting personal information means responsibility. We use state of the art technology solutions to keep all your data secure.
For detailed information about data privacy and security, please refer to our Privacy policy and Terms of Service.