FAQ – TC Acoustic

FAQs

Orders & Shipping (Within Singapore)

When will my order be shipped?

All orders are processed and delivered within the next working day between 3-8pm, with the exception of orders where customers opt for a preferred delivery date and time.

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.

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?

We only have 1 self pick-up location 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

Can I pay by instalment?