Frequently asked questions

Orders

What payment methods do you accept?


We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. Cash On Delivery service is available upon request.




What if I typed the wrong email address?


Please contact us at inquiry@duplex.sg. Shipping details are editable.




Are there any exchange rates?


All of our transactions are based in Singapore Dollars (SGD). If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.




How secure is my online order?


Duplex (Ascend Life Pte Ltd) adheres to highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments. We don’t sell, lease or otherwise distribute any personal customer information. card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.




How do I change or cancel my order?


We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Please note that any orders that have already been packed or shipped cannot be cancelled.




Where do your products come from?


We have US and Non US warehouses all over the world handling our shipments. Since we are a global company, we choose the nearest factory.





Delivery

Where is my order?


Thank you for your message. Orders are usually processed and shipped within 1-2 days of purchase. We do our very best to get the product to you as soon as possible. You may email us at inquiry@duplex.sg to find out more about your order.




I ordered multiple items, why did I only receive one?


Often, when you order multiple items, different distribution channels are being utilized. However, you are advised to email us at inquiry@duplex.sg, if there is any discrepancies. We regret for any inconvenience caused.




How do I track my order?


We will email your tracking information as soon as your order has shipped.





Returns

How do I return an item?


If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.




Will shipping be covered for my returns?


All return shipping fees and other miscellaneous fees are the responsibility of the customer.




What if the item(s) I received are defective/incorrect/damaged?


Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.




How long is the returns process?


Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.




When will I receive my refund?


All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.





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