Shipping & Delivery

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My Account

Do I need to register my account?

To place an order, we will recommend you could register your account with us so that you can subsequently check on your order details. You can register with these simple steps:

1. Click on ‘Registration’ on the top-left corner.

2. Fill up the mandatory details and click ‘Register’.

Verify your email via the email link sent to you and you’re ready to start shopping and make your first purchase.

How do I manage my account?

Please login to your account.

You may click on your name on the top left corner to access to ‘My Account’. At ‘My Account’, you may update your account details (e.g. Password, addresses, email address), or check on your order details.

I can’t log into my account

There are several reasons why you may face problems logging into your account:

  • Make sure you login using the same email and password that you have registered with.
  • If you have lost or forgotten your password, click on ‘forget password’ and you will be directed to a reset password page.
  • If you still facing other problems logging to your account, our customer service is always there to assist you. You may contact our customer service via the ‘Contact Us’ form on our website, or call us at +65-67441868 and we’ll assist you as soon as we can.

My Order

How do I place an order?

Click on the product thumbnail to find out more details.

Select the number of quantity and click ‘Add to cart’ if you’d like to purchase.

You may continue shopping or click on ‘Check out’ once you are done with your selections.

Check on your items, quantity and prices in your shopping cart, to ensure they are correct, before proceed with checkout.

Fill up the delivery and billing address. It is recommended that you could create an account so that all order details can be tracked subsequently.
Select the payment mode and proceed with payment.

Once done, you have successfully placed an order and will receive an order acknowledgement email.

Order confirmation will be sent to your registered email as well, when your order has been processed.

Can I change my order after it has been placed?

Once you’ve receive an order confirmation email, your order has been processed and no further changes can be made. We’ll process your order quickly once we’ve receive your order, as we strive to deliver and get the items to you as soon as possible. Therefore, changes to your items (e.g. Change of items, quantity etc.) will not be allowed once the order has successfully put through. You may place in a new order if you’ll like to order additional items and delivery charges may be imposed.

Can I cancel my order?

As your order will be processed immediately and is via the payment gateway provider, you will not be able to cancel your order once you have confirmed payment.

Is there any order limit?

No, there is no order limits.

Is there a minimum requirement to checkout?

No, there is no minimum spend, however items will be subject to taxes and shipping charges. Online price is stated at ex GST Singapore Dollars. Prevailing GST rate of 7% will be charged on all orders delivered in Singapore.

Products

What if the item I wanted/ordered, is out of stock?

We will try to ensure that the products in our store are always available and available stock count in our system is accurate.

What are the available modes of payment?

You can place an order and choose to pay using our PayPal payment gateway.

Is it secure to purchase products and pay using the above payment modes with Moon Rabbit online?

Yes, definitely! moonrabbit.com.sg is secured with Secure Socket Layer (SSL), which encrypts all your personal information so that these information remains only with us. Other than that, to enhance security, we do not store your credit card information. Upon check out, you will be re-directed to our payment gateway provider secured site in order to complete the transaction successfully.

I am having trouble making payment with my credit card.

If you receive an error message related to credit/debit card failure, please double check that the 16-digit credit card number, expiry date and CVN code are inputted correctly. If you still receive an error message after validation and a second attempt, try making payment with an alternative card or internet banking. For further assistance on your card error, please contact the issued bank of your credit/debit card.

Delivery

How long is the delivery period?

All local delivery orders will be processed and delivered to customers within the next 2-3 working days from the date that order is confirmed. Local delivery orders are delivered anytime between 9am to 5pm (working days). We will contact you prior to delivery with the arrangement of the delivery timing.

For international delivery, delivery shall be subjected to courier lead time.

Is there any delivery charge?

Local Delivery: Enjoy free delivery with min. $80 nett spend. A delivery charge of $10 will be applied to order below $80.

International Delivery: Subject to courier charges, custom duties, taxes and fees payable by the recipient at the prevailing tax rate of the destination country, and subject to custom regulations of the receiving country.

Do you deliver to any location within Singapore?

We deliver to all addresses in Singapore except for areas of restriction access; for example: Airport Cargo, PSA Terminals, SAF Camps, Jurong Ports, Prisons, Military, Shipyards, Jurong Island. R&R Area.

While we will contact you on the delivery arrangement, do ensure that each recipient’s address and contact details are correct and accurate before proceeding. The courier company will only make limited attempt(s) to deliver your package to the recipient according to the delivery details provided. Deliveries not received, abandoned or returned will be forfeited. Customer assumes all losses. No refunds will be made.

Do you ship overseas?

Yes, we do.

Delivery of goods is subject to custom duties, taxes and fees payable by the recipient at the prevailing tax rate of the destination country, and subject to custom regulations of the receiving country. Customer assumes full loss when the package is refused entry, confiscated, destroyed or returned. No refund of product or delivery charges whatsoever. Customer is advised to verify with relevant authorities regarding import regulations of the receiving country when in doubt.

Ensure that each recipient’s address and contact details are correct and accurate before proceeding. The courier company will only make limited attempt(s) to deliver your package to the recipient according to the delivery details provided.

Return

What if I receive an incorrect/incomplete order?

We will always check the condition of the items before packing and deliver them to you. However, if you did not receive your order in the expected conditions – defective/incorrect/missing item, please contact us via ‘Contact Us’ form on our website, or alternatively, call us within 3 days upon receiving your order.

What is the return and refund policy?

All items bought are non-refundable and non-exchangable. All return requests have to be made within 3 working days upon receiving the goods and signing off of the delivery acceptance form. Only products that have manufacturing defects will be accepted. Customer(s) is responsible for the shipping and the transportation charges and is required to return any promotional benefits received with respect to the purchased.  All returns must be in compliance with FST standard return policies and procedures set forth:

  • Item must be in their original purchase condition. All packaging of each item must remain in its original packaging, unopened and not defaced in any manner.
  • We will require the original tax invoice as proof of purchase.
  • Please note that the item(s) cannot be exchanged without the original tax invoice and we reserve the right not to accept the item(s).

Return will be credited via a coupon code that can be used for your next purchase online. We do not provide cash/credit card refunds or any 1-1 exchanges.

All sale items (with vouchers, promo codes, promotion, and clearance) cannot be returned and we reserve the right to reject any return that does not fulfill any part of the above clause.

Online information, terms and conditions were last updated on 23rd July 2018.

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