FAQs

Frequently Asked Questions

Your Orders

To make purchases, you are required to create an account with us on our website to facilitate our processing and delivery purposes.

 
How do I register for an account?
  1. Click “Register” located at the top menu bar.
  2. Enter the required information.
  3. Now, you can start shopping!

When you purchase from our Singapore online store – hinodeshotengai.com.sg, the price is in Singapore Dollar Currency. If your delivery is within Singapore, your price includes GST (Goods & Services Tax).

For delivery outside Singapore, you are subject to taxes and duties determined by customs in the destination country. Hinode (Shotengai) Singapore Pte Ltd has no control over these charges and cannot tell you what the cost would be as customs polices vary widely from country to country.  Please contact your local customs directly to find out more about any possible charges which you may be required to pay, in accordance to their regulations.

Should the delivery to your destination country is not duly received or rejected due to custom charges, customer shall still pay for the cost of delivery and returns for the rejected orders.

Customs Import Regulations

Deliveries are subject to custom regulations.  It is advised for customer to check with the relevant authorities of your destination country directly.   Customer assumes all losses for packages that have been rejected entry, confiscated, abandoned, destroyed or returned. No refunds will be made.

After ordering you will promptly receive an order confirmation via e-mail.

Some e-mail services incorrectly flag automated messages from our servers as spam – if you don´t receive anything, please check your spam folders first. You may also accidentally have provided an incorrect e-mail address – in this case please contact our customer service at info@hinodeshotengai.com.sg to check whether we received your order.

For missing shipped items, please contact us at info@hinodeshotengai.com.sg and quote your order number. We will endeavour to reply to your query within 2 working days and we will advise you on what to do next.

We will try our best to ensure the Product will be delivered undamaged. However, if you inform us that the Product has been delivered to you in a damaged condition, or wrong / expired Product delivered, we will need your prompt action to provide certain information regarding the Product within two (2) working days from the delivery date, including:
a. Photo of the damaged / wrong / expired Product
b. Name and order number

If the Product has proven to be damaged / wrong / expired due to negligence during delivery, we will collect the Product from you, do a one-for-one exchange, and deliver the Product to your location. There will strictly be no refund, unless the Product is not available or has been discontinued.

If the Product has been proven to be a manufacturing defect, it will be replaced or refunded, on a case-by-case basis. The item must be in the original packaging, unused and with all tags in place.  Only products purchased in hinodeshotengai.com.sg may be considered.  Customers are responsible for return shipping and handling changes, applicable if any.

The refund or exchange do not apply to sales or promotional items.

Orders cannot be cancelled once we have processed the order and send the order email.

For order cancellation reasons other than product is temporarily out of stock or discontinued, an administration fee of S$10 per order cancellation will be charged to facilitate refund.

Please email to our Customer Care if you want to cancel your order at info@hinodeshotengai.com.sg with your order number.
We will refund the money received from you using the same method originally used by you to pay for your order.

Orders are placed via our website. If you are facing any issue while placing an order, you can email to our Customer Care team at info@hinodeshotengai.com.sg.

Having a coupon code means you are going to save on your purchase! To use the coupon code, simply follow the instructions below:

  1. Add products into your shopping cart, click on View Cart.
  2. Enter your coupon code under the “Have a Promotional Code?” section and click “Apply Coupon” to enjoy on your purchase.

Delivery

For Singapore ordersNormal Shipping at a flat fee of S$8.00. 

Delivery is Monday to Saturday (exclude public holidays) 9am-1pm, 2pm-6pm and 6pm-10pm.

We offer free delivery within Singapore only if your purchase amount is $80.00 and above in a single receipt.

For orders other than Singapore, we will ship your orders within three to six (3) to (6) working days of your payment confirmation and upon our receipt of the payment. Delivery fees varies according to the items sizes you purchase. 

You can check the delivery fee upon checkout.

For delivery within Singapore, our appointed Singapore logistic company will inform you of the date and timeslot of your delivery via SMS and/or email notification. Should the delivery fail, you will receive a notification informing you how to reschedule.

For delivery within Singapore, our appointed Singapore logistic company will send out SMS and/or email notification before the delivery. Please email us at info@hinodeshotengai.com.sg if you have any feedback. Thank you.

We ship to addresses within Singapore for all products.

We also ship to India and Malaysia for the following product categories (exclude chalks and chalks-related products):

We are in the process of establishing our delivery network to more countries. If you don’t reside in any of the above-mentioned countries, please contact us at info@hinodeshotengai.com.sg and we will do our best to fulfil your order delivery.

For delivery within Singapore, we aim to deliver within three to six (3) to (6) working days after payment confirmation. There is no delivery on Sunday and Public holidays.

 

For overseas shipping, we will ship out within three to five (3) to (5) working days after payment confirmation and upon our receipt of the payment. To arrive to your doorstep, depending on your country of destination. For overseas shipping, you are responsible for assuring the product can be lawfully imported into the destination country. Overseas shipments are subject to taxes and duties determined by customs in the destination country once the parcel reaches its destination country. The customer takes full liability for all additional charges. Hinode (Shotengai) Singapore Pte Ltd has no control over these charges and cannot tell you what the cost would be as customs policies vary widely from country to country. Shipment will be via DHL. Due to covid situation, there will be surcharge in the shipping. Some remote area and postal codes may be subject to higher surcharge. 

 

For pre-orders, delivery schedule is subject to custom clearance, inbound and outbound logistics.

Delivery dates are not guaranteed in the event of service interruptions or failures caused by events beyond the control of Hinode (Shotengai) Singapore Pte Ltd. These interruptions include, but are not limited to, delays caused by the transportation system, shipping carrier or processing of cardholder’s credit/debit card.

Delivery delays due to service interruptions or inclement weather conditions are not the responsibility of Hinode (Shotengai) Singapore Pte Ltd.

Payment

Paypal

  • We are using PayPal for our payment gateway and PayPal supports all major credit cards – MasterCard, American Express, and Visa.
  • You do not required to have a PayPal account to pay for your orders.

Direct Bank Transfer

  • Please email to us at info@hinodeshotengai.com.sg.
  • Please indicate in your email the items you would like to purchase and the quantity.
  • Our Customer Care team will attend to you shortly.

We do not store your information on our site, because we use a PayPal as our payment processor. For more information about Paypal’s security, please click here.

Upon successful payment, you will receive a confirmation email from PayPal.

Hinode Shotengai

Bringing You 2000 Over Years of Culture and Treasures of Japan