Frequently Asked Questions

SEA-Malls.com FAQs

How to search SM for products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the fewer products you will get matched in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

How are SM’s shipping costs calculated?

See Here for the Shipping & Delivery options on SEA-Malls.com.

Sometimes, when the product is needed urgently, the weight and package size are determining factors so every product will have a different calculation. Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping options bear different charges so it’s best to check and compare which is most suitable for your needs.

Why does shipping on SM take so long?

SM painstakingly finds factories in emerging economies and buys from them directly. This is no easy feat! The products MUST meet the Professor’s high-quality standards and criteria to successfully list on SM. This ensures you benefit from a balance of low cost but premium quality items.

Once you pay, we order the product(s) from the factory and have it shipped to Singapore first. This journey is sometimes tracked for the free version. Once it arrives in Singapore, we check to ensure it has no defects and then we ship it out to you.

This is untracked for the free shipping option but Singapore’s postal system is highly regarded. If you need the item to be tracked when it is sent out from Singapore, please select any of the paid options.

Please note, liquids and large items are shipped directly from the factory to your address. This is due to restrictions imposed by the Singapore postal system. For these items, we cannot help to check quality so we are even more stringent with the supplier selection process.

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on SM.

You are protected when:

  • The item you ordered did not arrive within the time promised by us.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

SHIPPING & DELIVERY

We are proud to offer international shipping services that currently operate in over 240 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.

How do you ship packages for paid shipping options?

If extremely urgent, packages from our warehouse in China will be shipped by ePacket or EMS, depending on the weight and size of the product. Packages shipped from our Brazil warehouse are shipped through EMS. However, the typical journey is the product is shipped to Singapore first for a quality check and then makes its way to your address.

Do you ship worldwide?

Yes. We provide free shipping to over 240 countries around the world. However, there are some very few locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.

What about customs?

Unfortunately, we won’t be able to keep up with over 240 country’s customs regulations. Thus, we are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and you may have to pay for customs fees when they arrive in your country.

What does SM do with regards to Special Customs Requirements?

Unfortunately, we won’t be able to keep up with over 240 country’s customs requirements. Thus, we are not responsible for any custom requirements for your country. If you know your country’s customs requirements do not allow the import of an item, for example, electronic items, you are risking losing your funds by purchasing the item.

On our part, we will proceed to purchase the item from the factory and attempt to send it to you as we usually do. If Singapore disallows the shipping of your item to you or it is destroyed by your country’s customs team, your entire purchase fee is wasted and you will NOT be refunded. You need to check your country’s customs requirements before making a purchase on SM.

At SM, we want happy customers. The last thing we want to see is your money thrown away due to this issue with customs. We need to respect the law but also want to give you a fantastic shopping experience. Please, check your local laws before making your purchase on SM.

Turkey and Brazil Customs Special Requirements

Please leave your personal details in the ‘additional details’ section. Your customs will demand this information:

  1. Citizen or Not?
  2. First Name
  3. Middle Name
  4. Last Name
  5. ID Number

If you do not provide this information, we will be forced to refund your purchase because the factory cannot send out your item(s) unless they have this information. You will lose 10% of your money when we refund you so please provide this information when you order.

How long does shipping take?

Shipping time varies by location. These are our estimates for the paid shipping options:

Location*Estimated Shipping Time
United States10-25 Business days
Canada, Europe10-25 Business days
Australia, New Zealand10-25 Business days
Central & South America15-25 Business days
Asia10-25 Business days
Africa15-45 Business days

*This doesn’t include our 2-5 day processing time.

I paid for shipping but it took longer than the estimated time stated. Why?

We have an over 80% success rate in meeting the estimated times stated.

The paid shipping options allow us to select a premium logistics partner AFTER we receive your item from the factory. The first tracking number, if provided, allows you to track your item’s journey from the factory to Singapore.

After we complete our quality check in Singapore, we then pay a premium to ship your item to you. This will be fast and often includes a tracking number.

At times, we miss meeting the estimated time stated because the factory’s country suffers a delay of some kind. It could be the logistics service, a very busy season, customs issues or even a combination of these factors. These are all factors beyond our control.

Your patience is appreciated.

What about the Free shipping option?

For Free shipping, we select the lowest cost but safest method to ship. This is hard to gauge as it has known to take anywhere from as short as 2 weeks to as long as 16 weeks for you to receive your item. It is rarely tracked but still has a success rate of 95% so no worries.

Do you provide tracking information?

Yes, for all paid shipping options, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.

My tracking says “no information available at the moment”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

I need to change my address.

As your product will take some time to reach us from the factory, you can change your address anytime BEFORE we send it out to you from Singapore. This can be anywhere from 2 weeks to 12 weeks from your purchase date.

Which address is used?

Regardless of the address stated in your PayPal, Credit Card or payment method information, we will only ship to the address stated in your SM order. Any change you require needs to be messaged to us through this link (include your order id); contact us.

Why does tracking show my item is headed to Singapore? That is not my address!

SM painstakingly finds factories in emerging economies and buys from them directly. They must meet our high-quality standards and criteria to list their products. This ensures you benefit from a balance of low cost but premium quality items.

Once you pay, we order the product(s) and have it shipped to Singapore first. This journey is sometimes tracked for the free version. It is ALWAYS tracked for the paid shipping option. Once it arrives in Singapore, we check to ensure it has no defects and then we ship it out to you.

This is untracked for the free shipping option but Singapore’s postal system is highly regarded. If you need the item to be tracked when it is sent out from Singapore, please select any of the paid options.

How do I track my package when it leaves Singapore and is headed to my address?

Please use this link to track your package’s journey from Singapore to your address. Paste your updated tracking number and click “Check Item Status” to locate your package(s).

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes (rare) be sent in separate packages, even if you’ve specified combined shipping. If you have any other questions, please contact us and we will do our best to help you out.

Why does my package NOT say ‘From SEA-Malls’?

Factories and Manufacturers we work with are not exclusive to us. What we focus on is to identify product manufacturers who produce high-quality products and agree to sell them at a fair price in return.

We put in place a re-checking process once we receive your item in Singapore. However, for liquids, big items and items below ten dollars, we request these factories to ship directly to you.

Without a re-check process in place, we are more stringent in our selection criteria. However, this does not include packaging education.

When these factories send us the items, it is in Cambodian, Burmese, Bangladeshi, Vietnamese, Thai, Chinese, Malay and so on. However, when they send it out directly to you, because English is not a language they are proficient in, packaging will be based on ANY third party packaging they can get their hands on.

This explains why sometimes the packages will say ‘FROM’:

  1. Shop Thai
  2. Shop Myanmar
  3. Taobao
  4. Aliexpress
  5. Wish
  6. JD
  7. Suning
  8. Amazon (shocked us too!)
  9. Shein
  10. Lazada
  11. Tiki
  12. Adayroi
  13. Yes24
  14. Sendo

REFUNDS & RETURNS POLICY

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 2 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

  • If you did not receive the product within the guaranteed time, you can request a refund or a reshipment.
    • For Paid Shipping, this is 45 days, not including 2-5 day processing
    • For Free Shipping, this is 120 days, not including 2-5 day processing
  • If you received the wrong item you can request a refund or a reshipment.
  • If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.

We do not issue the refund if:

  • Your order did not arrive due to factors within your control like providing the wrong shipping address or failing to carefully check the product’s size chart.
  • Your order did not arrive due to exceptional circumstances outside the control of SEA-Malls.com (i.e. not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of SEA-Malls.com

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on our Contact Us page, in the English Language.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Exchanges

If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.

Please do not send your purchase back to us unless we authorise you to do so. Returns are direct to the factory and NOT to Singapore. The factory will resend the exchanged item to you directly.

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