GENERAL CONCERNS
1. What products and services does the company offer?
The company sells educational products and publications for kids, including magazines, enrichment class and activity, and educational toys.
2. How do I place an order?
Publication: To subscribe to our magazine, you can visit our website and click on the “Add to cart” button. Follow the instructions to provide your contact and payment details. Alternatively, you can also contact our customer service hotline (WhatsApp/Call) or send an email to assist with the process.
Products: You can place an order by calling our customer service hotline, sending an email, or visiting our website and adding items to your cart.
3. What age group are educational products and publications for?
Our educational products and publications are designed for children aged 3 to 12 years old. Our products are suitable for children of various ages, from toddlers to pre-teens. Please refer to the product descriptions for specific age ranges.
PAYMENT & OFFER CONCERNS
1. What payment methods do you accept?
We accept all major debit/credit cards, PayNow, PayPal, and bank transfers.
2. Do you offer discounts for bulk purchases?
Yes, we offer discounts for bulk purchases. Please contact our customer service department for more information.
3. How can I stay updated on new products and promotions?
We regularly offer discounts and promotions on our products and services. You can stay updated by subscribing to our email newsletter, following us on social media, and checking our website regularly for the latest offers.
4. Do you have a rewards program?
Yes, we have a rewards program for frequent customers. Please contact our customer service team for more information or visit our website NC Rewards.
5. How do I redeem a discount code or coupon?
You can redeem a discount code or coupon by entering the code at checkout on our website. The discount will be applied to your total order amount.
SHIPPING CONCERNS
1. Do you charge a delivery fee?
Members enjoy FREE delivery with min. $100 nett spend. Non-members enjoy FREE delivery with min. $120 nett spend. A delivery charge of $10 will be applied to order below $100 (Members) & $120 (Non-members).
Your order will be delivered within 7 to 10 working days.
2. Are your products available internationally?
Yes, our products are available for international shipping. However, please note that international shipping charges may apply. We offer international shipping to select countries. Please contact our customer service team for more information.
3. Can I track my order?
The tracking services are currently unavailable for all orders. We apologize for any inconvenience caused by this limitation. However, rest assured that our team is working diligently to ensure a smooth and timely delivery of all the packages. You can reach out to our customer service team for further information about delivery status.
4. How long will it take for my order to arrive?
Processing time for orders is 7 business days. Once the order has been processed and packaged, we will ship it using the following courier.
- SingPost: Estimated shipping time for SingPost is typically 5 business days (depending on your location)
- Qxpress: Estimated shipping time for Qxpress is 3 – 5 business days (depending on your location)
- Lazada & Shopee: Orders will be fulfilled within 3 business days, and shipping is expected to take 2 business days.
For international shipping, the estimated delivery time can vary depending on several factors. After your order has been processed and packaged, it will be shipped using SingPost. The estimated shipping time for SingPost to your destination is typically 4 – 6 weeks (about 1 and a half months).
5. Can I change or update my order after it has been placed?
If your order has not yet been shipped, you can contact our customer service team to request changes or updates to your order. If it has already been shipped, please refer to our return policy for instructions on returning the product.
6. What shipping carriers do you use?
Depending on your location and the shipping method you choose, we work with several trusted shipping carriers to ensure your orders are delivered efficiently and securely.
- SingPost: Included Normal Post, Speedpost and using Smartpac Box. Normal post is a cost-effective option, while Speedpost provides expedited delivery services. Smartpac Box offers added protection and tracking for your shipment.
- Qxpress: They provide a reliable and efficient shipping service.
PRODUCT & SERVICE CONCERNS
1. Can I request a specific product that is not currently available on your website?
Yes, you can request a specific product by contacting our customer service team and providing details about the product. We will do our best to source the product for you or suggest alternatives that meet your needs.
2. How do I know if a product is appropriate for my child’s skill level or interests?
You can refer to the product descriptions and age recommendations to determine if a product is appropriate for your child. If you have any questions or concerns, please contact our customer service team for assistance.
3. How do I know if a product is in stock?
You can check the product page on our website to see if the product is in stock. If it is not in stock, you will see an option to sign up for a notification when it becomes available again.
4. Are your products safe for children?
Yes, all of our products are tested for safety and compliance with relevant regulations. We prioritize the safety of our customers and only sell products that meet our high standards.
5. How do I provide feedback or make a complaint about a specific product?
You can provide feedback or make a complaint by contacting our customer service team through our hotline, email, or chat support feature on our website. We take all feedback and complaints seriously and will do our best to address your concerns.
6. Do you offer gift wrapping or personalized messages?
Yes, we offer gift wrapping and personalized messages for select products. Please check the product page or contact our customer service team for more information.
7. Can I request a product sample before making a purchase?
We do not offer product samples at this time, but you can refer to our product descriptions and customer reviews to help you make an informed decision.
8. Do you offer any educational resources or support for parents?
Yes, we offer a variety of educational resources and support for parents, including blog articles, newsletters, and workshops. Please check our website or contact our customer service team for more information.
9. How can I contact customer service?
You can contact customer service through our hotline, email, or chat support feature on our website. Our customer service team is available Monday to Friday, 8.30am to 5.30pm, and will respond to your inquiries as soon as possible.
RETURN & REFUND CONCERNS
1. What is your return policy?
We have a 10-day return policy. Returns are accepted within 10 days, and full refunds will be issued within 30 days. It is important to pack them in their original packaging and condition. Please contact our customer service team to initiate a return.
2. What if my product arrives damaged or defective?
If your product arrives damaged or defective, please contact our customer service department immediately. We will replace the product or issue a refund.
3. Can I cancel my order?
If your order has not yet been shipped, you can cancel it by contacting our customer service team. If it has already been shipped, please refer to our return policy for instructions on returning the product.
4. Can I get a refund if a product is damaged or defective?
Yes/No, we offer refunds for damaged or defective products. Please contact our customer service team to initiate a refund and provide details about the product and the issue.
5. Can I return the product if I change my mind?
Yes, you can return a product within 30 days of purchase for a full refund or exchange, as long as the product is in its original condition and packaging. Please refer to our return policy for more information.
6. How long does it take to process a refund?
Typically, it takes approximately 2 weeks to process a refund from the time we receive the returned item or initiate the refund request. However, please keep in mind that the exact timeframe may vary depending on factors such as the payment method use, and any additional processing required.
