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Onsmart FAQ

Contents

Account
  1. 1. How do I access my account information?
  2. 2. How do I reset my password?
  3. 3. How do I change my account information?
  4. 4. What do I do if I have problems logging into my account?
  5. 5. How can I contact OnSmart Singapore?
Exchange & Refund
  1. 1. What if my product is faulty or defective?
  2. 2. Where is the return/exchange location?
  3. 3. How long does it take for me to receive a refund?
Product & Promotions
  1. 1. What are the different fulfillment methods?
  2. 2. Are the products sold by OnSmart Singapore authentic?
  3. 3. What are the Pre-Order and Backorder Items?
  4. 4. What is a demo set?
  5. 5. When does the warranty period start?
  6. 6. How do I know which products are on promotion?
  7. 7. Can I get a refund on the price difference if the price drops?
Payment
  1. 1. Do you keep my credit card details?
  2. 2. What are the accepted modes of payment?
Shipping & Delivery
  1. 1. How can I track my order?
  2. 2. What are the delivery charges?
  3. 3. Can I choose a specific time for my delivery?
  4. 4. Will you contact me if there is a delay in my delivery?
  5. 5. Am I able to change the delivery date?
  6. 6. Do you offer self-collection services?
  7. 7. What must I bring along for self-collection in stores?
  8. 8. What if I am not home when my package arrives?
  9. 9. Do you ship internationally?
  10. 10. Will the delivery team demonstrate the products to us?
  11. 11. Who is responsible for checking products upon delivery?
Orders
  1. 1. How will I know when my order is dispatched?
  2. 2. Will I be notified when my order is ready for collection?
  3. 3. Can I amend the delivery information of my order?
  4. 4. Can I cancel or amend my order?

Account

How do I access my account information? 

You may access your account information via the “My Account” Page. 



How do I reset my password? 

You may login to your account via the “My Account” Page. Under “Contact Information” you will be able to change your password by clicking on the “Change Password” button.


How do I change my account information? 

You may login to your account via “My Account” page. You will be able to change your password, billing & shipping information, and to subscribe/unsubscribe from our newsletter.




What do I do if I have problems logging into my account?

If you would like to reset your password, you may request to change here

Should you need further technical assistance, please do not hesitate to contact us here.


How can I contact OnSmart Singapore? 

We are more than happy to assist with your enquiries. Therefore, you can connect with us from 11AM to 8PM daily through our Live Chat, Hotline, or Contact Form. If you have contacted us outside the stated time, we will get back to you within the next business day.

Alternatively, you may check through our FAQ page to get the answers to our most Frequently Asked Questions.


Exchange & Refund

What if my product is faulty or defective?

In an event that the received product is faulty or defective, you may drop by our respective service centers where our service engineers will be present to verify the issue. We will then proceed for an exchange should a hardware issue is confirmed.

Please note that the exchange can only be done within 7 days from the purchase date. We will also need the full packaging and proof of purchase to be presented during the exchange.  

You may contact us directly should you need further assistance on exchange queries.


Where is the return/exchange location?

You may visit our Brand Stores & Service Centres at the following address: 

ASUS Exclusive Store

Bugis Junction

200 Victoria Street,

IT Zone on 3, #03-02/03/04/05,

Singapore, 188021.

Operating Hours: 11AM – 8PM Daily

ASUS Service Centre: 11AM – 7PM Daily (exclusive of Public Holidays)

Lenovo Flagship Store

Funan Mall

107 North Bridge Road,

#03-19/20,

Singapore, 179105

Operating Hours: 11AM – 8PM Daily

Lenovo Service Centre: 11AM – 7PM Daily (exclusive of Public Holidays)


How long does it take for me to receive a refund? 

In any case that a refund should take place, the refund will be made via your chosen payment mode or Direct Bank Transfer within 2 to 4 weeks. 

We regret that we are unable to provide a refund of goods for change of mind reasons once the transaction is successful, unless otherwise if the goods received upon delivery to you are deemed to be damaged. 

Should there be a case as such, please kindly submit a case email to marketing@onsmart.sg and we will review your orders subject to the case scenario. Please be noted that requests for refunds are at the discretion of the management.


Product & Promotions

What are the different fulfillment methods? 

All products sold on OnSmart Singapore are fulfilled by AddOn Systems Pte Ltd or directly from our authorized partners. 


Are the products sold by OnSmart Singapore authentic? 

Please be rest assured that all the products sold on OnSmart Singapore are 100% authentic and are sourced directly from authorized brands, manufacturers and distributors. 


What are the Pre-Order and Backorder Items? 

Pre-Order items are orders placed for an item that is yet to be released. We will proceed to fulfill all Pre-Orders on the stated dates. 

Backorder items refer to an order placed with our authorized vendors after payment has been made and confirmed. Please note that backorders will have a longer fulfillment timeframe and will be fulfilled on the stated dates. 

Please be noted that the stated fulfillment dates are subject to change should there be any delay. 


What is a demo set? 

A demo set refers to a unit that was used as a display unit at our Retail Outlets. 

Please be rest assured that the unit is certified to be in good working condition that works as a brand-new unit. Customers are free to check the condition of the sold demo unit at our retail stores before making a purchase.


When does the warranty period start?

The warranty for all products sold will start from the date of purchase indicated on the invoice. 


How do I know which products are on promotion? 

You may visit our Sale Page to learn more about our ongoing promotions and be updated on the latest deals & discounts.


Can I get a refund on the price difference if the price drops?

The product prices displayed in OnSmart Singapore are subjected to change. We regret to inform you that OnSmart will not refund the price difference should there be a price drop at any point in time.


Payment

Do you keep my credit card details?

Please be rest assured that your credit card details will not be stored in our systems.

If you have chosen to save your card in your account for future purchases, your credit card details will be securely stored.

You may learn more about our Privacy Policy here


What are the accepted modes of payment?

We accept the below payment modes 

  • VISA 
  • Mastercard 
  • American Express 
  • NETS 
  • Stripe


Shipping & Delivery 

How can I track my order?

Once you have placed an order, you will receive the email confirmation and tracking number. The tracking number will be given along with the authorized courier partner that we will contact to deliver your products.


What are the delivery charges? 

A standard delivery fee of $15 will be charged for purchases from OnSmart Singapore.

However, you will receive Free Delivery with a minimum purchase of SGD300.

Please be noted that Next Business Day Delivery and Free Delivery is not applicable to Xplore Store. 


Can I choose a specific time for my delivery?

We regret to inform you that we are unable to provide delivery services that deliver at a specific time at this moment. However, you may drop us a contact form to request a preferred timeframe, and our fulfillment team will try their best to assist with your request. 


Will you contact me if there is a delay in my delivery? 

In the event of unforeseen circumstances that lead to a delay in delivery, we will make every effort to contact you (call or email), keep you informed of the progress and arrange for rescheduling if needed.


Am I able to change the delivery date? 

We regret to inform you that we are unable to provide delivery services that deliver at a specific date at this moment. However, you may drop us a contact form to request a preferred timeframe, and our fulfillment team will try their best to assist with your request. 


Do you offer self-collection services? 

Yes, we do. 

We understand that some of you are always on-the-go and may not be home for the delivery. Hence, you may choose the option to “Store Pickup” when checking out. 

In the event that you would like to self collect after choosing the delivery option, please do not hesitate to contact us here so we can make the necessary arrangements. 


What must I bring along for self-collection in stores? 

You must provide the following documentation when collecting in-store: 

  • A Softcopy/Hardcopy of the Online Order Confirmation 

  • You may be requested to present identification for verification purposes. 

If you are unable to collect the order personally, you may notify us through the Contact Form with the name & contact number of the authorized person to collect your order. Please note that we will not release your orders to any other individual without prior notice from the initial purchase.


What if I am not home when my package arrives? 

If you are not available at the stated shipping address when the package is being delivered, our courier partners will attempt to deliver on a second occasion. Should the delivery fail after the second attempt, the package will be returned to us. 

Subsequently, you can choose to pick up the package from our stores after it has been returned to us by our courier partners; or we can arrange for another delivery with an additional charge. 


Do you ship internationally?

We regret to inform you that we only deliver to Singapore addresses and we do not deliver internationally at this time. 


Will the delivery team demonstrate the products to us?

Our delivery team will only provide the delivery services and is unable to provide any demonstration during the delivery. 

Please do not hesitate to contact us here should you need product related assistance. 


Who is responsible for checking products upon delivery? 

Customers are responsible to examine their orders upon delivery to ensure there are no damages before signing the delivery order. OnSmart Singapore and its partners will not be held responsible for any subsequent damages found after the delivery order is signed.


Orders

How will I know when my order is dispatched? 

You will receive an order confirmation email from our respective fulfillment team when your order has been processed. You will be informed when your package has been prepared for dispatch. 


Will I be notified when my order is ready for collection?

You will receive an order confirmation email from our respective fulfillment team when your order is ready for collection. 


Can I amend the delivery information of my order? 

You will be able to request for a change of delivery information for confirmed orders before we make any delivery arrangements. We regret to inform you that we are unable to make any delivery changes once the package has been dispatched. 


Can I cancel or amend my order?

We regret to inform that no cancellations or amendments are allowed for confirmed orders after successful submission.