Frequently asked questions answered here!
[Q] Where can I buy from you?
[A] We are currently active on eBay and Den of Angel (DOA). You can check out our eBay Store
and a list of all current Sales Threads on DOA
. A plan to open a store on Etsy is still currently in the works.
[Q] Do you accept other payment methods other than Paypal?
[A] Unfortunately no. However, if you are from Singapore or have a Singapore bank account, we'll be able to accept local bank transfers.
[Q] What are the shipping options?
[A] For standard packages, we usually ship by Registered Airmail by default. This comes with basic tracking and takes approximately 14-18 working days for international delivery. For higher value purchases like doll, you will also be given the option to have it shipped by Speedpost Air or EMS.
[Q] How much can I expect shipping to cost?
[A] Shipping rates depend on the total quantity and weight of the items and starts from $3.25* for an lighter item (such as one dolly tee or a pair of eyes). You can combine more items in a single package to save on shipping, since they will share the same base registration cost. For example, two pairs of eyes (depending on size) will cost around $3.55 to $3.85 in combined shipping instead of $6.70 for separate mails. The final cost will depend on the total weight of the item(s) itself.
[Q] I have asked previously but was given a different shipping rate?
[A] All things equal, it is possible for shipping for the same item to vary due to the USD-SGD currency exchange rate. To keep prices current, we usually do a conversion at the point of enquiry, so there may be a slight difference in the shipping rate from time to time. However, the difference is usually minimal, depending on the exchange rate fluctuation.
[Q] Do you have a cheaper shipping alternative?
[A] You can opt for normal airmail without the mail registration and tracking but we do not recommend this option as there is no way to track your package if it get lost during transit. However, we can make an exception for lower-value packages (total value of less than $3) if you wish to save on shipping. But please note that we will not take responsibility for lost packages if you decide to opt for normal mail.
[Q] How will the items be packed?
[A] For smaller, standard purchases like eyes or outfits, the items will be sent securely packed in a bubbled envelope or bubbled wrapped in an envelope. Purchases that contain more or bigger items will be sent in a box.
[Q] Can you mark it as a gift or under-declare the value?
[A] We usually mark packages as "gift" by default but declare the total value of the package rounded down to the nearest dollar. If you wish to under-declare the value by more than a dollar, please inform me but do note that you may not be able to reclaim back the full value of your package if it gets lost during transit.
[Q] Do I need extra insurance?
[A] We do not require additional insurance but please note that we are not responsible for any loss or damage during transit as this is beyond our control once the package leaves our hands. However, shipping by registered mails in itself is also considered a kind of insurance, since you can trace your package and file a claim in the event the package get lost.
[Q] Is custom taxes included in the shipping?
[A] The shipping provided does not include custom taxes that your country may impose. The buyer is generally responsible for any custom taxes or fees as we are not familiar with your country's postal regulations and will not be able to advise on any potential fees you may incur.
[Q] How can I track my package?
[A] You can start tracking your package at Singpost
. Once the package arrives in your country, you can begin tracking via your country's postal website if they have a track and trace function. Please refer to the list below for the tracking services of a few countries:
• United States: USPS
• United Kingdom: Royal Mail
• Canada: Canada Post
• Australia: AUSPost
• Japan: Japan Post
• South Korea: Korea Post
Alternatively, you can use Track & Trace
to track. Please refer to the FAQ below for more info.
[Q] Using Track & Trace to track your package
[A] Firstly, go to Track & Trace
, enter the tracking number and choose the "Track with Options
" function. The system will automatically track the package from the SingPost's website. At the left corner, there will be a bar stating "Singapore" with "Select Country" below it. Click on "Select Country" to choose your country, for example, USA. The system will now re-track the package with the selected country's postal tracking system (e.g. USPS for USA).
[Q] The tracking does not seem to update.
[A] For more efficient tracking, please track the parcel at the country it is currently in. If the parcel has already been marked as "dispatched overseas" on the SingPost website and you're unable to get further updates on this package, please try to track the parcel at your country's postal system website for registered articles (if available), or use the Track & Trace
website as mentioned in the earlier FAQ.
[Q] It has been more than 18 working days and I have not received my package?
[A] The 14-18 working days is just an estimate. The actual time taken for delivery may depend on a variety of factors. For example, custom checks, festive seasons and public holidays can potentially lead to delays. In such cases, please give it a few more days or an additional week or two for delivery.
[Q] I think my package might be lost, what should I do?
[A] If it has been over 3-4 weeks and you still have not receive your package and the tracking has not been updated, please let us know so that we can help you to raise an enquiry with the Singapore Post after 18 working days from the date of posting.
[Q] What should I do if the item was damaged during transit?
[A] We usually take care to pack the items carefully in order to minimize the risk of damage, but in the event that the item does arrived damaged, please take some photos of it and contact us immediately so that we can work something out. Your prompt notification and photos of the damaged item will also be helpful if there is a need to file a claim with the post.
[Q] I have a feedback/suggestion/more questions
[A] We take all sales seriously and your satisfaction and feedback is important to me. If you have any question, suggestion or feedback about your purchase, please do not hesitate to PM Galileo on DOA or eBay. We'd be more than happy to assist you! :)
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