FAQ – TC Acoustic

FAQs

Orders & Shipping (Within Singapore)

When will my order be delivered?

For Non Pre-order Items

You can expect your order to be delivered by the next working day if you placed your order before 2pm on a working day. Orders after 2pm will be processed the following working day. The earliest delivery for orders on the weekends will be on the upcoming Tuesday. The delivery time will be within 9am-7pm. This is with the exception of orders where customers opt for a preferred delivery date and time.

For engraving delivery orders, do allow an additional 1-2 business days processing time. You may contact us on LiveChat if you have a preferred delivery date.

For Pre-order Items

You would be able to see the estimated delivery date on the product listing page before you add your items to cart.

Can I track my parcel?

We do not provide tracking numbers, but you can be assured that we will fulfil your orders within the next working day (unless you choose otherwise)!

Do you charge for shipping?

Shipping is free for all orders that are $100 and above. For orders below $100, there will be a shipping charge of $10 incurred.

Can I change my delivery address?

Yes you can - but we'll need a heads-up 24 hours in advance. You can reach out to our customer service staff either through live chat or at our hotline 6334 5566.

What do I do when I missed scheduled delivery?

If you happen to not be at home when we're delivering your order, you can reach out to us on our live chat or call us at 6334 5566.

Do note that if there is more than one missed delivery, we will charge a shipping fee of $10.

Orders & Shipping (International)

How can I track my parcel?

Upon payment, we will send you your DHL tracking number via e-mail within 48 hours.

What is the lead time for shipping/delivery?

Depending on your location, it can take from 3 days (upon receiving tracking number) to 10 days.

What are the shipping charges for my order?

Shipping charges vary based on your location. You can check your charges using the shipping calculator at checkout.

Also, for international orders, taxes are chargeable (refer to next question).

What are the Customs Duty & Tax charges involved in international deliveries?

Orders shipped outside of the local country may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subjected to such import tax, customs duty and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.

Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Can I change my delivery address?

Unfortunately, we will not be able to update your delivery address once the item has been handed over to our shipping partner.

Self pick-up (Pre-purchase)

How do I know if my order qualifies for store pick-up?

Under products that are available for self-pickup, you will see self pick-up as a shipping option.

Can I have two different methods of delivery in the same order? (Eg. 1 self pick-up, 1 delivery)

Kindly place a separate order if you would like different delivery options for the items in your basket.

When is the earliest I can pick-up my order?

You can collect your order on the next working day (Mon - Fri) when you place your order before 12 midnight.

What if the date and timing I want is not available during checkout?

If your preferred time slot is not available in the date picker, reach out to our Live Chat team (10am - 8pm) and we will be happy to assist you.

Why does my delivery address show my home address when I express checkout? (Shop Pay/ Google Pay)

That is the billing address for your Google Pay or Shop Pay. (Not to be mistaken with Shipping Address) Upon checkout, you can collect your item(s) as scheduled at our TC Experience Centre, 107 Eunos Avenue 3, #04-02. S409837.

Self pick-up (Post-purchase)

Where can I pick-up my order?

Your self pick-up order will be ready for collection at our TC Experience Centre. 107 Eunos Avenue 3, #04-02, S409837

What time can I pick up my order?

You will receive a confirmation email once your order is ready for collection. You can head down to our Experience Centre within the time slot indicated.

What do I need to bring when I pick-up my order?

Bring along your order confirmation email along with you.

How do I reschedule my self pick-up date?

No worries, kindly contact us via Live Chat and we will reschedule an appointment for you.

How long will the store hold my order item(s)?

A reminder email will be sent to you if you miss the collection date. If orders are left uncollected after 21 days, you will be subjected to a 3-5% platform fee and the order will be refunded.

Can I collect my order from another location?

TC Experience Centre (107 Eunos Avenue 3, #04-02, S409837) is the only location for self pick-up orders currently.

Can I change my delivery option after my order is confirmed?

Do speak to our friendly Live Chat team for further assistance on this. We will do our best, but decisions will be made on a case-by-case basis.

Can I send someone to pick-up my order on my behalf?

Yes, just ensure the following:
(1) Contact our Live Chat team with the person’s name and contact
(2) Ensure your friend has a screenshot of the Live Chat conversation and the order confirmation email for verification.

Payment

What are the payment options supported?

We support the following payment options:
- VISA
- Master
- American Express
- Paynow
- Atome

Can I pay by instalment?

Yes, you can!

We work with Atome so you can buy now and pay later. It gives you the option of paying over 3 months without incurring additional fees.

Product Registration & Warranty

How do I register for an item that I received as a gift?

We would recommend you getting the person who gifted you to help you with the warranty registration. Alternatively, feel free to speak to us over at our Live Chat and we will be happy to help!

How do I track my warranty?

After registration, you will receive an email confirmation from donotreply@tcacoustic.com.sg to your email. The email will act as a record for your warranty registration. If you did not receive your warranty confirmation email, do check in your junk / spam. Otherwise, feel free to contact us at our Live Chat.

How do I get the additional 3 months warranty?

During registration, you can opt in to our email newsletter to get the additional 3 months warranty. If you have already registered but did not opt in for the newsletter, feel free to speak to us over at our Live Chat. and we will be happy to help!

How do I claim my warranty?

For warranty claim, please head over to this link for further instructions to book an appointment.

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