FAQs
FAQ for Shipping and Delivery
When will I receive my order?
Please note that all time estimates for shipping and delivery will depend on your selected shipping address, delivery method (where available), and also the date and time on which your order was placed.
For all deliveries, you may receive a call or SMS from our courier partner when they are on their way or have arrived at your shipping address. If you are not available at the time of the delivery attempt, our courier partner will arrange for a re-delivery at another time. We may also provide you with the tracking number for your order (where available), and you may thereafter track your order (through our courier partner’s website).
Below are some estimated delivery times for the countries we ship to:
| Country | Estimated Delivery (Business Days) |
|---|---|
| Australia | 3 - 5 |
| Brunei | 2 - 4 |
| Canada | 5 - 7 |
| China (excluding South China) | 3 - 5 |
| South China | 10 - 12 |
| Hong Kong | 2 - 4 |
| India | 4 - 6 |
| Indonesia | 2 - 4 |
| Japan | 3 - 5 |
| Macau | 2 - 4 |
| Malaysia | 1 - 3 |
| New Zealand | 3 - 5 |
| Phillipines | 2 - 4 |
| Qatar | 8 - 10 |
| Saudi Arabia | 8 - 10 |
| Singapore | 2 - 4 |
| Taiwan | 2 - 4 |
| Thailand | 2 - 4 |
| United Arab Emirates | 8 - 10 |
| United Kingdom (except Wales) | 6 - 8 |
| United States of America | 5 - 7 |
| Vietnam | 2 - 4 |
What are your delivery fees?
Delivery fees are usually calculated and shown to you at the checkout page, and before you confirm your purchase order. Delivery fees are calculated based on your selected shipping address and delivery method (i.e. standard or express), amongst others. Please do therefore refer to the checkout page for the estimated delivery fees for your order(s).
We may also provide you with free shipping if your total order satisfies our minimum order value. This minimum order value only applies to the cost of your purchase before GST or VAT, and after any discounts or vouchers have been applied.
Do you ship internationally?
We ship orders to all countries, except the following: China, Burma (Myanmar), Cuba, Iran, Somalia, Sudan, Republic of South Sudan, Lebanon, Syria, Temen and North Korea. This list is not exhaustive. We will inform you if our courier partner is unable to deliver the products to your shipping address.
For Singapore we currently ship to all areas, except: Off-shore Islands such as Pulau Ubin and Jurong Island, Tuas Link, free trade zones, Changi Cargo, Airport Boulevard, all airport areas including areas within Changi Airport and Seletar Airport, Country Clubs, Army Camps, Seletar Aerospace, Turf Club Avenue, Singapore Prison Quarters, Airbase sites, SATS Inflight Catering Centre 1, ST Kinetics, Shipyards, Powergrid.
I missed a delivery! What do I do?
If our courier partner fails to reach you at your specified shipping address, our courier partner will leave you a message or give you a call. A re-delivery will be made after arranging a convenient time with you.
Our courier partners may make a maximum of two delivery attempts. If our courier partner is unable to deliver the products to you after two delivery attempts, then the products may be returned or disposed of by our courier partner. Please do kindly ensure that you are therefore able to receive your delivery at the scheduled time..
Can I be refunded?
Unfortunately, orders cannot be cancelled, returned, exchanged or refunded. We apologize that we are also unable to change the items in your order once it has been processed.
If you receive an item which is damaged or expired, or if you received items which are different from what you ordered, please contact us immediately.
FAQ for Orders and Payment
How do I place an order?
First time shopping with Elite Wellness? Placing an order is easy!
- For the products you wish to purchase, select the product option (if applicable) and the quantity.
- Click ‘Add to Cart’.
- You can either continue shopping, or if you have decided on your purchase(s), click on the cart icon on the top right corner.
- Select your preferred delivery method.
- Click ‘Checkout’.
- You will be asked to provide your billing information and shipping address and register an account with us. If you are an existing customer, click “Already Registered” to log into your account. Your shipping address and billing information will automatically apply to your order.
- If you have a promo code, enter your code on this page.
- Before clicking on 'Place Order', be sure to:
- Review your delivery address and choose your payment method
- Confirm total amount
Your order is final once payment has been processed. Therefore, it is important to check that your order is accurate before you click on "Place Order".
After checking out, you will receive an Order Confirmation email with your order details. You will also receive an Order Packing email when your order is being packed. An order tracking link will be sent to you in this email to enable you to track your order, where available.
What are the payment methods available?
To bring you the best online shopping experience, we offer multiple payment methods:
- MasterCard
- Visa
- American Express
Why doesn't my payment go through?
You may be facing difficulties with making payment because of the following reasons:
-
Pop Up Blocker
Please ensure that the settings for POP-UP BLOCKER for browser is set to OFF. Otherwise, the relevant transaction pages from the banks cannot be displayed and your transaction will not be processed. -
Card Details Entered Incorrectly
Please try again and enter your details exactly as they appear on your card. -
Session Time Out
Please refresh the page and try again. Do note that the payment will not go through and no amount will be deducted.
If the problem still occurs, please email us contact@elitewellnesco.com
What will the duties and taxes on my order be?
Import taxes, customs duties (or customs tariffs) and fees are set by your country’s customs authorities and is determined based on a combination of the country of origin or manufacturing of the product being purchased and the classification of the product in accordance with a harmonized system adopted and used by the country. Goods and Services Tax (GST) and Value Added Tax (VAT) rates are also set by your country.
You are responsible for ensuring that the product can be lawfully imported to your country. You agree to pay for all import and/or customs tariffs, duties and taxes (including goods and services tax, value added tax and such other applicable taxes) (collectively “Delivery Taxes”). Such Delivery Taxes may be levied once a shipment reaches your country. You shall be responsible for and shall pay all such Delivery Taxes for customs clearance. The Delivery Taxes payable and the customs policies vary widely from country to country, if you require please contact your local customs office for further information.
Are there any additional costs that will be due upon receipt of my order?
You are responsible for and shall pay all shipping and handling charges, and such charges will depend on the value of your order and your provided shipping address, amongst others. You shall also be responsible for and shall pay all such Delivery Taxes for customs clearance.
If your card transaction is converted from your currency to USD, the process of conversion and the exchange rates applied will be determined by the relevant merchant or currency conversion service provider, and you shall be responsible for any and all administrative fees or charges imposed by the relevant merchant or service provider.
FAQ for Account
I've forgotten my password!
If you have forgotten your password, click on “Forgot your password?” button in the Log In page. Enter your email address and click on the "Reset password" button to receive a new password sent to the email address specified.
How can I get in touch with customer service?
Others
What is CGMP?
CGMP refers to the Current Good Manufacturing Practice regulations used and enforced as a globally harmonised system all around the world.
CGMPs provide for systems that assure proper design, monitoring, and control of manufacturing processes and facilities. Adherence to the CGMP regulations assures the identity, strength, quality, and purity of drug products by requiring that manufacturers of medications adequately control manufacturing operations. This includes establishing strong quality management systems, obtaining appropriate quality raw materials, establishing robust operating procedures, detecting and investigating product quality deviations, and maintaining reliable testing laboratories. The "C" in CGMP stands for "current," requiring companies to use technologies and systems that are up-to-date to comply with the regulations.
We are proud to confirm that Entity is CGMP compliant which assures our products meet their quality standards so that they will be safe and effective for consumers.