FAQ
1. Is delivery free?
Yes, delivery is free within Singapore mainland for orders above S$100. For orders less than S$100, a low and flat delivery fee of $$10 will be charged.
2. How fast can I receive my orders?
Our commitment is to process and deliver within 5 working days (excluding weekends and public holidays) but in general, you can expect to receive your orders within 3 working days from the date payment is received in our accounts. However, some orders might take longer to process and deliver during peak seasons, sales periods and when we participate in baby fairs. Delays may also due to unforeseen circumstances beyond our controls. We seek your kind understanding and patience on this. In cases where you need the goods urgently, we would encourage you to opt for self-collection at our warehouse.
3. Is self-collection available?
Yes. If you need the goods urgently, you can opt for self-collection at our warehouse that is conveniently located in Oxley BizHub along Paya Lebar Road. Please kindly make prior arrangement with us first before coming down as the warehouse opening hours are subjected to changes.
4. Will you just send the orders to us without arranging?
No, rest assured we won’t do that! We will make it a point to arrange with you first before the orders will be dispatched to you. We don’t want to cause any inconvenience to you. Obviously, we don’t want to waste a trip too.
5. Why do you have to impose a re-delivery fee if we are not around during the agreed delivery time slot?
Reason is really simple. We work hard to find the best and most efficient way to deliver the orders to you within the shortest time. Our courier team has a tight schedule and work really hard to avoid delays to any customer. And obviously, we need to keep our operation cost reasonably low. Every trip costs money, regardless of whether the customer is there to receive the goods. We seek your kind understanding and cooperation on this.
6. We really like your products. But do you deliver outside of Singapore?
We have sister sites in Malaysia and Indonesia currently, and might enter other countries in the near future. You are encouraged to order directly from our sister sites if the delivery address is in either Malaysia or Indonesia. If you would like us to deliver to other international addresses, please email us for more details and further discussions.
7. What payment methods do you accept?
We accept payment via PayPal (supports all major credit cards), Internet Banking and ATM Transfer. Cash payment is also accepted if you are collecting your orders directly from our warehouse that is conveniently located in Oxley BizHub along Paya Lebar Road.
For Internet Banking and ATM Transfer, please transfer the money directly to our DBS Current Account # 012-901197-5.
8. Can an order be cancelled or modified after it has been placed?
To expedite processing and delivery time, all the orders received through this online store will be sent immediately to our warehouse for verification and fulfillment. This makes cancellation and modification difficult. Having said that, we will do our best to serve you and accept cancellation and modification to the order if such request is received before the items have been collected by the courier team for final delivery.
Any refund will be in the form of a credit note, which can be used to offset future purchase from us. The credit note is non-transferrable and will be valid for 12 months from the date of issue. It will be issued within 7 days of accepting the cancellation and modification request.
We reserve the right not to accept any cancellation and modification after the order has been placed.
9. Do you provide exchange & return?
We understand that people might change their minds or might not be happy with the items. We respect that and will allow return within 30 days from the date of delivery for non-defective items. This is our ‘30 Days Money Back Guarantee’. All items have to be returned un-used, un-opened, in their original conditions and with undamaged packaging.
In rare cases whereby the items are defective upon arrival, we will allow one-to-one exchange if we are informed of the defects within 7 days from the date of delivery and the defects are confirmed by the distributors or the manufacturers. Please refer to our Exchange & Return Policy for more details.
10. Do you provide warranty or even protection?
Yes, but only if the distributor provides warranty for the items. We take products from different authorized distributors and depending on each distributor and brand, warranty policy might vary drastically. Some suppliers might provide a limited 14 days or 1 month warranty that covers only defects in materials and workmanship but those defects have to be confirmed and agreed by the distributors or manufacturers first. Others might provide longer warranty and even protection (both chargeable) against certain items. Please refer to our Warranty & Protection Policy for more details.
11. Why don’t you sell more baby items from all product categories?
We tried that before. You can’t be selling everything like everyone else without really mastering something. You need a way to differentiate yourself from others in the endlessly crowded market. How many times had you come across a salesperson who lacked the right product knowledge and ended up providing wrong or irrelevant advice? We are 100% focused on play yards and play mats. We hope that ‘PlayYardandPlayMat.com.sg’ will serve its purposes of providing parents with the right advice, selection and product knowledge when it comes to buying play yards and play mats for the babies. But we heard you and will slowly introduce some items that we have specially handpicked for you so that you can spend less time searching products and more time with your previous ones. We are very selective and will only handpick those products that we are fully satisfied with.
12. Why don’t you provide any rebate, point or loyalty program to get repeated customers?
Instead of providing rebates or points that you can only use to offset future purchase, we rather provide you with upfront discounts. For price-controlled items, bundle deals will be one of the ways to get around it. Don’t you think such arrangements are much more practical? We understand that every customer has a choice to choose where they want to shop at and we respect that. We strongly believe that excellent customer service and great product knowledge are a better way to get repeated customers.
13. How to choose the right play yard?
There are so many different baby play yards available in the market, so you shouldn’t be ashamed of your confusion when you try to find the right one for your precious one. These products go by completely different names, such as play yard, playard, play pen, playzone, play room, play area, etc. Here are some good tips for choosing the right play yard for your baby.
14. How to choose the right play mat?
There are so many different baby play mats available in the market, so you shouldn’t be ashamed of your confusion when you try to find the right one for your precious one. These products go by different names but are mainly called play mat, playmat or activity mat. Here are some good tips for choosing the right play mat for your baby.
15. What’s wrong with PVC mat?
In general, all products and materials have their pros and cons. PVC soft mat is no exception. You can read about the attractiveness of the PVC mat here. However, we do have 2 major concerns on PVC mat regarding its environmental impact and its toxicity. There are reasons why all major Korea players are looking beyond PVC mats and into alternatives such as space folder mats and even silicone soft mats. Have you ever wondered why PVC mats cannot even penetrate lots of developed markets in Europe? And we are not even talking about phthalates. Click here if you are interested to know more.
