FAQs

  

We would like to answer all your questions! To start off, here is a list of the most common questions we received from our customers. Call our friendly Customer Service Officers at 6339 6411 during weekdays 9am to 6pm or email us at info@squalet.com for a chat if you have any further questions or feedback!

 

 

GETTING STARTED

Do I need to register for an account to make an order?

No. Squalet does not require you to have an account to make an order. However, you will be given the option to create your account at the end of your purchase if you have not done so. 

 

How do I register? Why should I register?

  1. Click on 'Register' at the top right hand corner of the screen.
  2. Fill in your email address and password and click 'Create'.
  3. Your account is created

 

Do you deliver to my area?

Squalet’s efficient and reliable doorstep delivery is island-wide in Singapore, except restricted areas.

 

We can also make special arrangements for overseas delivery! Just email us your overseas address to info@squalet.com and we will let you know the delivery charges. We apologise for the inconvenience, but just some points for you to take note for overseas orders:

1. There will be no free delivery for orders above S$50 for overseas orders.

2. Delivery usually take about 7 to 10 working days (depending on location as well) for overseas orders.

3. Payment by Cash-on-Delivery is not available for overseas orders.

 

Do you deliver to the letterbox or the doorstep? Can I self-collect?

Squalet delivers to your doorstep! However, we will try our best to accommodate special arrangements in terms of delivery method. Just send us an email at info@squalet.com or call our friendly Customer Service Officers at 6339 6411 to make special arrangements!

 

How do I update my password and address?

 

To update your password:

  1. If you are logged in, click on the 'Log Out' button on the top right hand side of the screen to log out.
  2. Click on the 'Log In' button on the top right hand side of the screen.
  3. Click on 'Forget Password'.
  4. Enter your email and click 'Submit'.
  5. An email will be sent to you. Click on the link to reset your password.

 

To update your address:

  1. Make sure you are logged in.
  2. Click on the ‘My Account’ on the top right hand corner of your screen to access your account page.
  3. Under ‘My Addresses’ section, Click on ‘Add/Edit’.
  4. From here, you may add new addresses or edit current addresses.

 

 

ORDERS

How do I place an order?

  1. After you have added your items to cart, hover the shopping cart logo on the right of the search bar and click ‘Check out’. 
  2. Check that your items are correct and click ‘Check out’.
  3. Choose 3 timings that you are available to receive your delivery and click ‘Check out’.
  4. Provide delivery information and click ‘Continue to next step’.
  5. Key in your discount code if you have any, and click ‘Apply’. Choose shipping method and payment method. Click on ‘Complete my purchase’.
  6. Your order is now completed. Click on ‘Yes, create my account’ and set your password to create your account. Your account can be used to track your order. 
  7. Squalet delivers to your doorstep.

 

How do I track the status of my order?

  1. Click on the ‘My Account’ on the top right hand corner of your screen to access your account page.
  2. Scroll down to see the statuses of all your orders.

 

Can I cancel, change or add items to my order?

Yes. Please email us at info@squalet.com or call our friendly Customer Service Officers at 6339 6411 to tell us about the changes you would like to make your order and we will do our best to accommodate. We only ask you do so at least 24 hours before your earliest available delivery timeslot. 

 

Can I order in bulk?

Yes you can! If the quantity is too large to be added through the website. Give our friendly Customer Service Officers a call at 6339 6411 or email us at info@squalet.com to make your bulk order.

 

 

PRODUCTS

How do I find products in Squalet.com?

  1. Search bar - You may use the search bar to search for brands or categories if you know what you have in mind. For example, search for “dove body wash” and results will be arranged accordingly, starting from those with the closest match.
  2. Categories – Our products are sorted according to categories and sub-categories for easy browsing. For example, ‘Nioxin Cleanser Shampoo 1 Normal to Thin-looking (1L)’ will be in ‘Hair Care’ (Category) and ‘Shampoo’ (Sub-category). You may click on or hover over the categories in the white bar on the top of the screen to see the sub-categories or products. At the category and sub-category pages where you see the products, you can further filter them (by sub-category or brands) from the list on the left.

 

Product Quality Promise by Squalet 

Squalet puts great emphasis on their product quality. If you have any queries about any products, please feel free to email us at info@squalet.com or call our friendly Customer Service Officers at 6339 6411. We will be more than happy to help.

 

What if a product I ordered is sold out?

We are sorry for the mistake! But rest assured this will not happen often. We do our best to ensure we have stock for the items listed on our site. On the rare occasion that this happens, we will contact you to suggest a replacement or issue you a refund. 

 

I can’t find the product I want on your website. What should I do?

Email us at info@squalet.com or call our friendly Customer Service Officers at 6339 6411. We will do our best to source for the product you want and add them into our range of products!

 

 

PAYMENT

What are the different payment methods?

  • Cash on Delivery – Payment of cash to our friendly deliveryman when he sends your order to your doorstep.
  • Credit/Debit Card – Payment online by Credit Card through our website
  • Paypal – Payment online by Paypal through our website

 

How do I enter the discount code?

During the checkout process, at the page where you get to choose your payment method, you may enter your discount code. Enter your discount code to the space provided and click ‘Apply’. The total amount will be updated and you may continue to click on ‘Complete my purchase’ to finish the check out process. 

 

Is Squalet.com secure?

Yes. Squalet.com puts great emphasis to protect your privacy and take precautions to prevent misuse of the private information you provide us. Rest assured that maximum efforts are made by the Squalet team to safeguard your personal information. Click here to see our detailed Privacy Policy that we strictly adhere to. 

 

Will my information be kept private?

Rest assured that your information would only be used to enhance your personalized shopping experience. Your personal information will not be released to any third party. Click here to see our detailed Privacy Policy that we strictly adhere to.

 

 

DELIVERY

When can I get my shopping delivered?

You have the flexibility to choose your available timeslots to receive the delivery. Orders may sometimes be delivered on the same day, the next day or within two days. It also depends on your selection of timeslots. 

 

What are your delivery timeslots? How does it work?

We deliver 7 days a week, with 3 different timeslots per day:

  • Morning – 9am to 12pm
  • Afternoon – 12pm to 5pm
  • Night – 5pm to 8pm

During your check out process, you will be asked to choose 3 timeslots that you will be available to receive your delivery. These 3 timeslots need not be on the same day. For example, you may choose Sunday morning, Sunday afternoon and Monday night. We will then deliver your order to you in one of these timeslots. We will also call you before we are going to deliver to confirm that you are available to receive the order. So don’t worry if you have any last minute plans!

 

How much is the delivery?

The delivery charge is a flat fee of $5. If your order is $50 and above, delivery is free!

 

When is the earliest time and date I can receive my order?

Depending on the time of the day you make your order, orders can reach your doorstep either on the same day or the next.

 

I made a mistake in the delivery address!

Don’t worry! Just let us know the correct delivery address by sending us an email at info@squalet.com or calling our friendly Customer Service Officers at 63396411. 

 

Can I change my delivery timeslots?

Sure! Just let us know your preferred delivery timeslot by sending us an email at info@squalet.com or calling our friendly Customer Service Officers at 63396411.

 

What if I’m not home when you deliver?

Don’t worry! We promise we will make sure you receive your order safely! We will re-schedule and deliver to you again in one of your other available timeslots. We may also contact you to fix another timeslot that you are available to receive the order. 

 

Something is wrong with my order. What do I do?

Don’t worry! If you notice something wrong with your order, give our friendly Customer Service Officers a call at 6339 6411 or email us at info@squalet.com and we will solve the issue together. We only ask for you to contact us within 7 days from your delivery date.

 

 

TECHNICAL

Something is wrong with the website. What should I do?

Try loading another website to check if there is something wrong with your Internet connection. If you are unable to load other websites as well, contact your Internet service provider to solve the issue. 

 

If there is only a problem with Squalet.com, let us know by sending us an email at info@squalet.com or call our friendly Customer Service Officers at 6339 6411 and we will try to solve the problem as soon as we can! Meanwhile, you can also make your order through email or simply by calling us!

 

I am unable to log in. What should I do?

There may be a problem with your password. Try resetting your password by clicking on ‘Forgot Password?’ If you are still unable to log in after you reset your password, call our friendly Technical Service Officers at 6339 6411 or email us at info@squalet.com and we will help you fix your account!

 

Can I purchase with my phone? Is it safe?

Squalet.com is mobile-friendly! You can access our website at www.squalet.com with your phones. The user-interface has been designed by our talented developers to make it easy to use on the go! Our system on the mobile is extremely safe and secure, so you can shop without worry.

 

 

FEEDBACK

How can I give feedback on Squalet.com?

Squalet always appreciate feedbacks from our customers! You can leave feedbacks, suggestions or ideas you have for us at info@squalet.com or call us at 6339 6411!