FAQ

PAYMENT

  1. What are the available modes of payment? 
  • We process payment using Stripe & Paypal. Both covers a wide range of credit cards 
  1. Can I amend or cancel my order? 
  • To ensure your order is smoothly processed and promptly delivered, you need to inform us of any amendment or cancellation of the order within two hours on a working day. 
  1. What if I am unable to complete payment? 
  • Orders with "Awaiting Payment" status will be automatically cancelled within 60 minutes. Please email us with your order number at enquiry@tonggarden.com.sg. We will get in touch with you as soon as we can during office hours!
  1. Can I pay using Paypal without a Paypal account?
  • Yes! it is commonly misunderstood that a Paypal account is needed to make payments through Paypal. The truth is you do not need one, although we strongly Recommend you sign up to enjoy the added ease of use. Without a Paypal Account, all you need is any Debit /credit card stated below that is supported by Paypal.

SHOPPING

Do I need an account to get started?

  • No, you will be able to check out with a Guest Account.
  • However, we encourage you to register an account with Tong Garden to enjoy exclusive loyalty points, offers and discounts. Registration takes a few simple steps only!

How do I select item to purchase?

  • As you browse through the Tong Garden Online Store click on the add to shopping cart button beneath the item that you wish to purchase.

How do I modify the quantity of a product in my shopping cart?

  • Click on “view shopping cart” to see an itemized list of the products in your shopping cart. Change the quantity of the item and click “modify cart” to update the contents of your shopping cart.

How do I know what is in my shopping cart?

  • When browsing through Tong Garden Online, simply look to the right-side of the screen to see which item you have in your shopping cart. Use the arrows to move between items in your cart.

How do I remove an item from my shopping cart?

  • Clink the “remove” check box and click “modify cart” to remove that item from your cart. You may also change the quantity of item to “0” (zero) to remove the item from your shopping cart.

DELIVERY AND RETURN

How can I track my orders & payment?

  • After logging into your account, the status of your checkout history can be found under Order History.
  • We have engaged a third-party courier service who helps us with all local deliveries who will send you a tracking code. You can also visit https://jtsvip.jtexpress.sg/service/instanceExpressTrack with your tracking code and retrieve updates about your order 

What is the order cut off time?

  • Our order cut off time is 2:30 PM, Monday – Friday, except Public Holidays. Orders received after the cut off time will be processed the following business day.

How long will it take for my order to arrive after I make payment?

  • Members who ship their order within Singapore should expect to receive their orders within five (5) to ten (10) working days upon payment verification depending on the volume of orders received.

How can I change my shipping address?

  • By default, the last used shipping address will be saved into your account settings. When you are checking out your order, the address will be displayed and you have the option to amend it if you need to. 

Can I return my purchases?

  • If you are not satisfied with the products, please contact us at enquiry@tonggarden.com and we will try to make it right.

What happens if there’s been a delivery mishap to my order? (Damage or Lost Delivery)

We are very sorry and we would like to make it up to you! Please drop us an email at enquiry@tonggarden.com.sg with the following details:

  1. Your order number
    2. The matter of the issue (e.g. incorrect/defective item)
    3. The serial number found on the product tag or product packaging
    4. Pictures or videos

Thank you for shopping with Tong Garden!