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ORDER PROCESSING POLICY
Dr. Rock office is closed on weekends and all major holidays. All orders received on Friday after 12 pm, Saturday, and Sunday will be processed the following Monday.

Dr. Rock operates from Monday to Friday and is closed on weekends as well as during major holidays. Our order processing policy is as follows:

1. Weekday Orders: All orders received from Monday to Thursday will be processed within the same day, provided they are received before 12 pm.

2. Weekend and Holiday Orders: Orders received on Friday after 12 pm, Saturday, Sunday, and during major holidays will be processed on the next business day, which is Monday.

DOMESTIC SHIPPING INFORMATION
Standard Shipping Timeline:
All orders will undergo a processing period of up to 3 business days, during which they will be picked and packed before being shipped. Subsequently, please allow a minimum of 5-7 business days for your order to reach its destination.

All delivery orders within Singapore will incur a $5 shipping fee for standard delivery (3-5 working days). A tracking number will be provided once your item is dispatched. It is essential to be aware that in the case of a failed delivery attempt, the customer will be responsible for covering the delivery fees for any subsequent delivery attempts needed to ensure the successful receipt of the item.

If you prefer not to have your order delivered, you also have the option to pick up your item(s) in person from our office. You will receive an order update via email and SMS notifying you when your item is ready for pick up. Our office is located at:

Dr. Rock Singapore
Quartz Industrial Building
5 Upper Aljunied Link,
#08-04, Singapore 367903

Office Opening Hours:
Monday to Friday
9:30 am – 12:00 pm
2:00 pm – 6:00 pm

RETURN POLICY
Our return policy covers a duration of 7 days from the date of purchase. If 7 days have passed since your purchase, we regret to inform you that we cannot facilitate an exchange for your item.

To qualify for a return, the following conditions must be met:
1. Item Condition: The item must be unused and in the same condition as when you received it.

2. Packaging: It must remain sealed in its original packaging. Once the seal has been broken, we are unable to offer an exchange.

To initiate a return for your product, please contact us at [email protected].

Please be aware that certain types of goods are exempt from being returned, including: Perishable Goods: Such as food, flowers, newspapers, or magazines, which cannot be returned. Intimate or Sanitary Goods: As well as hazardous materials, flammable liquids, or gases.

Additionally, the following items are non-returnable:

  • Gift Cards
  • Downloadable Software Products
  • Health and Personal Care Items
  • Products on Back Order/Clearance Sale

To process your return, we will require a receipt or proof of purchase. Kindly refrain from sending your purchase back to the manufacturer, as they are not equipped to process refunds.

REFUNDS (IF APPLICABLE)
Upon receiving and inspecting your return, we will promptly inform you of the approval or rejection of your refund.

If your return is approved, your refund will be processed, and a credit will be applied to your original method of payment or as otherwise specified. Please allow up to 7 working days for the refund to be processed and reflected in your account.

We are dedicated to providing a seamless and efficient refund process to ensure your satisfaction. If you have any questions or concerns regarding your refund, please feel free to reach out to us. Your contentment is our priority.

If you have not yet received your refund, we recommend taking the following steps to resolve the issue:

1. Check Your Bank Account: Start by reviewing your bank account statement to ensure that the refund has not been credited. Sometimes, it may take a few days for the refund to be officially posted.

2. Contact Your Credit Card Company: Reach out to your credit card company as they might have information on the status of the refund. It can take some time for them to process and post the refund to your account.

3. Contact Your Bank: Banks may also have processing times that can cause delays in the refund posting. Get in touch with your bank to inquire about the status of the refund.

If, after following these steps, you still have not received your refund, please do not hesitate to contact us at [email protected]. We are here to assist you and ensure that your refund is processed and credited correctly.

SALE ITEMS (IF APPLICABLE)
Only regular-priced items are eligible for refunds. Unfortunately, sale items cannot be refunded.

EXCHANGES (IF APPLICABLE)
We facilitate exchanges exclusively for items that are defective or not functioning properly. Exchanges are permitted within 7 days from the date of receipt.

If you require an exchange for a different item or color, kindly contact us via email at [email protected] before visiting our office to initiate the exchange.

GIFTS
If the item was indicated as a gift at the time of purchase and was shipped directly to you, you will receive a gift credit equivalent to the value of your return. Once we receive the returned item, a gift certificate will be sent to you.

However, if the item was not designated as a gift during the purchase, or if the gift giver had the order shipped to themselves with the intention of giving it to you later, any refund will be issued to the gift giver. They will be informed about the return, and the refund will be processed accordingly.

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