- How to place an order?
- Placing an order with us is easy.
- How can I modify my order?
- Please note that we are only able to make changes to your order if it has not been fulfilled yet. We provide an order confirmation so our customer can check whether the order is correct. If you want to change anything in your order, please contact us via email firstname.lastname@example.org within 24 hours after placing your order.
- Why I have not received an order confirmation?
- Most of the time, this is because our customers have incorrectly entered their email addresses. Throughout the process we send 3-4 emails, including an order confirmation, a fulfillment notice, and a shipping notice. If you believe you may have entered your email wrong, please contact us and we will fix it for you.
- What payment methods are available?
- We offer safe shopping and accept payments via PayPal, Credit card, Debit card or VISA. So you can choose the most suitable one for you.
- Do I pay for my order in my currency?
- All prices are set in US Dollar and will be shown in your local currency depending on which country (GEO IP address) you are in, for your convenience. However, upon check out, you will be billed in USD. Your bank or card service provider will automatically convert your subtotal depending on their current conversion rates. Our system will automatically exchange your currency to make it easy for you when placing order.
- How safe is my information?
- Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
- How much is the shipping fee?
- This depends on the product ordered, the total weight, and where we're shipping to.
- Where do you ship?
- We are providing international shipping. However, due to some postal problems, we can’t deliver a shipment to the military area and some small countries.
- How do you ship?
- We ship orders overseas by mail service. After processing your order, we will send it to the shipping company and it will be completely handled by them. After arriving to your country, it will be handled by your country's postal service. Your local post office will then deliver it to you. So please contact your local post office in case you haven’t received it yet.
- Where are the items coming from?
- Orders are shipped from our warehouses in Southeast Asia (Singapore, Malaysia, and China). As our items are stored in several warehouses, your order may be shipped in separate packages.
- How long does it take for an order to arrive?
- The shipping time will depend on your exact location. However, it usually takes only 15-20 business days for shipping to the US and 15-39 business days for others countries. Delays may occur, especially during the busiest months of the year (November and December).
- What if I'm not home when my package arrives?
- If the package is too big and no one is home, the mailman will leave it outside your house or leave a card so that you can arrange a more convenient delivery time.
- Can I change my shipping address after placing an order?
- If you need to make any changes to your shipping address, please contact our Customer Service within 24 hours of placing the order. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
- To all UAE/HK customers, please provide your PO Box or Zip code during checkout to avoid delays on processing and shipping of your orders.
- Customs, Postal Services & Us (Shoppers Rehab) are different entities hence we are not liable for any delays caused by customs or local post services.
- We do not ship to military addresses such as those with APO, FPO, DPO, PSC, etc. addresses.
- In the event that your parcel has been shipped, we’re sorry but we can no longer change it for you. It’s best to contact your local post office once your order has reached your country.
- Why do I have to pay extra to receive my order?
- Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office/local post office of the specific destination. Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at Shoppers Rehab. For further details of charges, please contact your local customs office.
- How can I track my order?
- Tracking numbers are included in your fulfillment confirmation email. You can track using the “Track your Order” section on our website
- Alternatively, you may use below links to track down your parcel(s).
- Why can't I track my order?
- Initial information from the courier will normally take 3 to 5 days to appear. Updates depend on how often the package is scanned along the way, so please try to track again later.
- Why is my shipment status stuck?
- Your shipment may be delayed. Circumstances such as delayed logistics, inspection, congestion, weather condition, and Customs clearance may affect the shipment.
- Why didn't my order come in one package?
- We ship your orders from various international warehouses (China, Malaysia and Singapore). This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. Also, please note that shipping the items separately will make the shipping faster because it could be cleared by the customs easier.
- What if my tracking information of my order shows "returned to sender?"
- In the event that the parcels were returned to us, there is most likely an issue with your address or your local post office could not contact you to deliver the product. Please contact us immediately and provide us with your correct/complete shipping address and phone number. We will reship your order at no additional cost. However, if the second packet cannot reach you, we are sorry to tell you that we are not able to help you out with this. We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information.
- I did not receive my order. What will I do?
- Delivery timeframe will be anytime from 15 to 45 days. If 30 days have passed, please check your mailbox, ask a family member or neighbor if they have received a parcel on your behalf and visit your local post office. If it’s not at the post office, please contact us immediately and provide us with your correct/complete shipping address and phone number. We will reship your order at no additional cost. However, if the second packet cannot reach you, we are sorry to tell you that we are not able to help you out with this. We are not responsible for any lost/stolen parcel or if a package is undeliverable because of missing, incomplete, or incorrect destination information.
- Tracking shows my order has been delivered but I haven't received it yet?
- Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. We are not responsible for any stolen packages. Please contact our Customer Service for further assistance.
- What if I received a defective/damaged item?
- It is our intention to provide only the highest quality items to our customers. There are instances when the condition of the product has changed during the transportation period. If that happens, please report the issue to us within 48 hours upon receiving the item. Provide a photo / video showing the damaged item. Your parcel is insures, we’ll send you a replacement, free of charge.
- What if I received a wrong order? Or if some items are missing?
- Our warehouse fulfills each order properly and receiving an incorrect or missing item is a rare case. Please report the issue to us within 48 hours upon receiving the item. Provide a photo / video showing what has been received. Any incorrect orders will be replaced with the correct item and any missing item will be shipped to you, free of charge.
- Can I return/exchange an item once received?
- Returning an item from the customer’s end is quite costly as they will have to cover the expenses to return the order. For this reason, we do not accept returns and items cannot be exchanged. Please double check your order before confirming it. For clothings or any products that has sizes, please note that measurements for each product have been provided in the description. Please go through them carefully and measure it against yourself to determine which size you should go for. Do note that we follow Asian sizes and may run smaller against US/UK sizes.