Shipping policy

Delivery Policy

Our home delivery service is within Singapore only, and is chargeable per parcel unless or per combined delivery upon checkout.

We will endeavour to have your parcel delivered on your selected date and time slot, but a change in the delivery date or time slot may be required if there are unforeseen circumstances. Our Customer Service team will be in touch with you to fix another delivery date to your convenience.

Definition of item(s)/order(s)/parcel(s) for delivery

A parcel may have multiple orders, and one order may in turn have multiple items. For example, one parcel may contain 3 orders for a sofa, chair, and two shirts.

An order may in turn contain multiple items i.e. sofa may have 2 items - a sofa and a footstool. In this case, if the address is non-lift accessible, surcharges are applicable to per item, i.e 4 items (chair = 1 item, sofa = 2 items, two shirts (packed in a courier bag) = 1 item). You may refer to “Delivery surcharge” section below for more details.

Delivery service

The delivery personnel are trained to:

- deliver your orders with reasonable care and in a timely manner

- deliver to your doorstep provided the items and location are lift-accessible

They do not and will not:

- remove their footwear while making deliveries

If you are concerned about any possible damage to flooring, you may wish to cover the flooring with protective sheets.

- remove doors, windows, door-frames etc to complete the delivery

You must arrange this before the delivery takes place. Please ensure that there is sufficient accessible space suitable for the delivery, and also move aside fragile objects which could be damaged during the delivery, such as lights, vases and pictures. For clarity, we will not be liable for any damage arising from delivering the goods into your property.

- carry any specialized lifting equipment and will not unpack or assemble delivered products nor remove any packaging/crates/pallets

If you need help on dismantling of crates, there will be an additional charge (refer to “Delivery surcharge” section below for more details), provided that it is feasible for the delivery personnel to do so.

* Oversized or odd-shaped item(s)

If the item is oversized and unable to fit into the vehicle scheduled for the day, we may need to specially arrange a separate vehicle for delivery. This may cause a delay in the original scheduled timing. Notification will be sent out in such cases.

* Delivery Schedule

Delivery will take place within the scheduled timing. We are sorry that we are unable to take special requests to deliver at specific times (e.g. at 9am, before 5pm, after 7pm etc).

* Delivery Address

Kindly ensure your delivery address is complete and accurate. Any incomplete, incorrect or inaccurate information or instructions may lead to delay/failed delivery.

We are unable to deliver to army camps, airport, Sentosa Island, Downtown East, Jurong Island, Tuas and other restricted or remote areas. If the delivery address is found within the restricted area, the delivery personnel will attempt to contact you to deliver to the nearest possible location or cancel the delivery. You may re-arrange the delivery 2 working days later with an alternative address.

Delivery surcharge guide

- Lifting to non-lift accessible levels

If the delivery personnel are unable to send your order to your location via the lift at the point of delivery (eg. order is unable to fit into lift, lift unserviceable upon delivery personnel arrival, refusal of lift access by building management etc) , the delivery personnel will assess (at his/her own discretion) the feasibility of the order being carried up via the staircase in a non-hazardous manner.

Should delivery via staircase be deemed safe, there will be additional charge based on the weight, level, number of items:

This fee will be collected by the delivery personnel upon completion of the delivery. This fee will also be applicable to stairs within landed properties or HDB maisonettes.

- Removal of crates

If you need help on dismantling of crates, there will be an additional charge of $15 per crate, provided that it is feasible for the delivery personnel to do so.

- Redelivery charge

If you or the authorized third party is not able to receive the delivery during the scheduled timing, a re-delivery fee of up to $30 may be imposed.

Service limitations

* Service (lifting, crate removal etc) deemed by delivery personnel

The delivery personnel will assess (at our own discretion) the feasibility of the actions to be rendered, despite the delivery surcharge offer.

If the lifting process is deemed hazardous, (i.e. items prone to damage on narrow stairway, obstruction of passageway), or deemed unfeasible based on our assessment, the delivery personnel will propose alternative solutions subjected to the actual situation. If the lifting process is deemed not feasible, the delivery personnel have the right to reject the job. You may have to find your own helpers, or the items may be brought back to our warehouse till you find alternative solutions to carry them on your own.

Usually, one or two delivery personnel is assigned to a delivery job. You may need to find your own helpers if the items are too bulky/heavy (usually more than 60kg) or odd-shaped that the delivery personnel is not capable to carry it.

* Delivery surcharge guide

The fees in the section above are as a guide. They include but are not limited to lifting and dismantling. The delivery personnel is free to provide his/her own quote upon consideration of difficulty and manpower needs. The quote must be provided by the delivery personnel to you before the commencement of the job.

If you are not agreeable with the quote, he/she must get in touch with ezbuy Customer Service and rearrange an alternative delivery on a separate occasion. If ezbuy is contacted following the completion and payment of such job, then we will be unable to look into the issue.

* Delayed delivery due to unforeseen circumstances

In the event of delay in delivery due to unforeseen situations, ezbuy reserves the right to reschedule the delivery, subjected to availability of the next delivery slot.

* Limitation of Liability

In the event of any unforeseen circumstances (such as lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. ezbuy will not be responsible for any losses suffered or expenses incurred (direct or indirect, including loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation) due to a delay in delivery arising out of any cause beyond our control.