FAQs
Privacy FAQs
Ordering
Do I need to register for an account to purchase online?
Yes, you will first need to create an account before you can start purchasing our products.
- Click on <Login> at the top right-hand corner of the website
- Fill up the required details and click “Sign Up”
- To complete your account registration, verify your email address by clicking on the link that has been sent to your email. Once you’ve done so, you’re ready to start shopping and make your first purchase!
Is there a minimum order purchase value for this site?
There is no minimum order value. You can enjoy free delivery for order(s) of 3 bottles and above. However, a $3.99 delivery fee will apply if your order falls below the minimum order of 3 bottles.
How do I know if my order has been received? Where can I check my order status?
Once you have placed your order and completed payment, you will receive an order confirmation email. We will notify you of updates to your order status by email and SMS, up until the point of delivery. You can also track your order status by logging into your account and clicking on your order number in your order history. If you did not receive a confirmation email from us upon placing your order, please call us at 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com
If we are unable to fulfill your order due to unforeseen circumstances, we will notify you by phone or email within 2 working days.
What should I do if I have problems placing an order on your website?
Please call us at 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com
Can I cancel my order even though the delivery has not been made?
Yes, you may cancel your order at anytime, as long as your order status is still “Confirmed” or “Processed”. Once your order status has been changed to “Shipment” or “Delivered”, your order cannot be cancelled.
Can I cancel my order after I have received my order?
Unfortunately, we are unable to accept returned orders unless you have received defective goods or wrong item delivered. Should you receive any defective goods or wrong item, please call us at +65 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com within 7 days to request for a return. We strongly encourage you to check your parcel thoroughly once received.
Products
What is the freshness policy of your products?
The products that are available for purchase on our website have at least 6 months before expiry.
Shipping and Delivery
Where can you deliver the products to?
We deliver across the whole of Singapore, including Tuas, Jurong Island and Sentosa Island.
What are the delivery fees and lead time for delivery?
Enjoy free delivery for orders of 3 bottles and above. A $3.99 delivery fee applies for orders falls below the minimum order of 3 bottles and below. Processing and delivery of your order will take 3 to 5 working days.
Can I change my delivery address after my order has been confirmed?
Yes, you can do so as long as your order status is still “Confirmed” and “Processed”. Once your order status has been changed to “Shipment” or “Delivered”, order cancellation is not allowed. In this case, please call us at 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com to request for a change in your delivery address.
When can I receive my purchased items?
You will receive your order within 3 to 5 working days from receipt of your order confirmation email. However, please allow up to 7 working days for delivery during peak periods such as festive seasons. You can call us at 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com to check on your order status.
Do I have to receive the products personally?
You can authorise another party to receive the purchased items on your behalf. Your order will be delivered in a properly-sealed package. Once the recipient has signed and acknowledged that the parcel has been received in good condition, we will not be held liable for any parcel that has been tampered with.
Can I request for express delivery?
We do not provide express delivery at the moment.
Will I have to pay to have my order redelivered after a failed delivery?
Yes, a redelivery fee of $3.99 is payable for each attempted redelivery.
How do I change my delivery schedule?
We will notify you of the scheduled delivery day 1 working day in advance via email. If you are unable to receive your order on the scheduled delivery day, please call us at 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com. We will not accept a delivery change request that is made on the scheduled delivery day.
Payment
How can I pay for my online purchase?
We accept major credit cards payment options via Stripe.
Returns and Exchanges
What if the products delivered are different from my order?
You are strongly advised to check your products immediately upon receipt. You may reject the order on the spot if you discover that the product is different from your order. If you are not around to check the order, please call us at 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com Exchange of products is allowed if the following conditions are met:
- Request for exchange is made within 7 days of receipt
- Ordered products must be unopened and in good resaleable condition
- Accompanying gifts or premiums, if any, must be in their original condition
Can I return the products I bought from this site?
Unfortunately, we are unable to accept returned orders unless you have received defective goods. In this scenario, please call us at 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com within 7 days to request for a return. We strongly encourage you to check through your parcel thoroughly once received.
Your Account
How can I update my particulars and/or reset my password?
You can update your particulars and/or reset your password by logging into your account with your username and password.
How can I unsubscribe from promotional messages?
You can log into My Account with your username and password to unsubscribe from promotional messages.
How can I terminate my account?
You can call us at 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com
Privacy and Security
Is it secure to make an online purchase at this website?
Our website is secured with Extended Validation SSL certificates from Verisign. This provides encryption of all data to and from our website, ensuring the security of your transactions.
What should I do if I discover that my account has been used without my permission?
Please call us at 6819 0488 (Mondays – Fridays, 9am to 5pm, except public holidays) or email us at enquiry.moskitoguard@alphapioneer.com . We will terminate your account for you to prevent any unauthorised transactions.