Shipping policy

1. Overview

We strive to deliver your purchases in a timely and efficient manner. Please review the details of our shipping policy to understand how we handle your orders.

2. Order Processing

  • Orders are processed within 2 business days after payment is confirmed.
  • Orders placed on weekends or holidays will be processed on the next business day.
  • You will receive a confirmation email with tracking information once your order is shipped.

3. Shipping Rates

  • Shipping costs are calculated at checkout based on your location, shipping method, and order weight.
  • Free shipping is available for orders over $200
  • Additional charges may apply for oversized items, or shipments to remote areas.

4. Delivery Timeframes

Estimated delivery times vary by location and shipping method:

  • Standard Shipping: 1-3 business days

Note: Delivery times may be extended during peak seasons, holidays, or due to unforeseen circumstances.

5. Shipping Destinations

  • We currently ship only to Singapore.
  • For international orders, customs, duties, and taxes may apply and are the responsibility of the customer.

6. Order Tracking

  • Once your order has been shipped, a tracking number will be provided via email.
  • Use the tracking link to check the status of your shipment in real-time.

7. Lost or Delayed Shipments

  • If your order has not arrived within the estimated delivery timeframe, please contact us at fab@hepapure.co / +65 9066 3096.
  • We will work with the carrier to locate your package or provide a resolution.

8. Undeliverable Packages

  • If a package is returned to us due to an incorrect or incomplete address, we will contact you to arrange reshipment. Additional shipping fees may apply.
  • Orders marked as "delivered" by the carrier are not eligible for a refund if not received.

9. Damaged Items

  • If your item arrives damaged, please contact us within 3 days of receipt with photos of the damaged product and packaging.
  • We will arrange for a replacement or refund at no additional cost. 

10. Contact Us

If you have any questions or concerns about our shipping policy, please reach out to us:

  • Email: fab@hepapure.co
  • Phone: +65 9066 3096
  • Support Hours: Mon-Fri, 9AM - 6PM