FAQ

FAQs – Frequently Asked Questions

 

SHIPMENT

Total required time for the item to arrive at your doorstep / letter box is the sum of Shipment Processing Time and Shipment Duration

 

When will my item be shipped out? (Duration for your item to be dispatched to shipping courier)

Status

Will be mailed to shipping courier
(Not the arrival duration)

Express Shipping to Singapore

Within 1 hour to 2 working days

Express Worldwide Shipping

Within 1 hour to 3 working days

Normal Shipping

Within 1 hour to 7 working days (usually 1 to 3 days)

Custom Products / Bulk Orders

Please contact us /
Specified on products page

Some products may specify a longer waiting time (eg. Apparel products)

 

 

What shipping methods / products to choose?

Type

Who Should Pick this Plan

Express Shipping to Singapore

Shipment locations in Singapore who want faster shipping

Express Worldwide Shipping

Shipment locations outside of Singapore who want faster shipping

Normal Shipping

Any Location – best prices but longer waiting time

 If you select Express Shipping to Singapore when your shipment address is outside of Singapore, your item will be shipped by Normal Shipping without any partial refund of your payment. If you select Express Worldwide Shipping when your shipment address is in Singapore, you will receive Express SG Shipping without any partial refund. 

You may not be able to track your shipment in certain areas especially for lower cost items. If you have selected Express Shipping and your purchase value is less than 35 SGD (Singapore Address) or 50 SGD (Worldwide Address), your item may not be trackable. If you wish to track it, please select registered mail option or email us with your special request. 

 

What shipping Methods are there and how long does it take to arrive? 

Type

Duration of Shipment (Estimated)(From Time of Mail - Timings exclude processing time)

Express Shipping to Singapore


Usually 2 to 3 working days

(2 to 5 working days)(May also be upgraded to 1 to 2 day shipping) 

Express Worldwide Shipping

Usually 3 to 8 working days (depending on location)

(4 to 12 working days depending on location) 


Normal Shipping


Usually 7 to 18 working days (depending on location)

(7 to 60 working days - depending on location
Africa and South American Countries may expect a longer duration due to the distance from our mailing point)
(Small orders at rural location may have longer wait time NOT exceeding 60 working days) 

Custom Products / Bulk Orders

4 to 9 working days

Please contact us if 75% of the maximum number of days have passed and you have not yet received your item. You may have a look at our Detailed Shipping Information page for more country specific duration. Please note that we are not liable if the shipping time is exceeded. In very rare instances, the number of days will be exceeded. 

 

 

I need even FASTER shipping methods!

If you require even fast shipping methods, drop us an email at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only use these emails to reply you). 

We offer shipment methods within 2 hrs for Singapore addresses and 3 days for locations outside of Singapore. However, additional costs apply.

 

 

Will I be able to track my shipment?

Yes, you will be able to track your shipments. We will provide you with an email with a tracking link once it has left the warehouse. Please note that it may not be trackable in certain areas / countries. If you have selected Express Shipping and your purchase value is less than 20 SGD, your item may not be trackable. If you wish to track it, please select registered mail option or email us with your special request. 

 

Will get a refund for inability to ship an order / late shipment?

If we are unable to provide express shipping for an item, we will give you the full refund or give you the choice to opt for normal shipping at the lower price or express shipping at another price. No refund if you have chosen the shipping method wrongly. If we are unable to ship an item at all, we will give you the full refund as well. If your shipment is late, we are unfortunately unable to give you a refund as it is out of our control to enforce the shipment efficiency by our couriers. However, the estimated time duration we provide in our shipping information page is usually very accurate. 

 

 

What if some of my products can’t be shipped to my country?

If you have selected a product and SGM Drones is unable to ship it to your country or location for whatever reason, we will bear all costs and we will refund you the complete amount of your purchase. This is only if we are unable to ship the product to your location.

If you have selected a product which has been banned in your country and the product has been withheld or confiscated at customs after SGM Drones has shipped the item, SGM Drones will not provide any form of refund, compensation and we will not be liable for any breach of laws. Please check if your product complies with domestic laws or laws in the location you are shipping your product to. 

 

 

My shipment has missing products/products come in different shipments.

SGM Drones ships your orders in parts. In other words, once ANY of your products are ready, we will ship out that product. Unlike other shops, we do not wait for all your products to be ready before we ship them out. This is to prevent any products from holding up your order. For example, you purchase from us items A, B, C and D. Once shipment A is ready, we will ship it out right away. And if B and D are the next products ready, we will ship them out. If C is being prepared, and can only be shipped out a few days later, it will not hold back shipments A, B and D. Likewise, B and D will not hold back A.

If you are worried that we have indeed missed out the shipment of your product, do not hesitate to give us an email at sales@sgmdrones.com or sgmdrones@yahoo.com  (please note that we will only use these emails to reply you). . We will confirm with you whether we have indeed shipped out your product. If you still have not received your product way after the estimated times, it could possibly be lost in transit. Please email us, we will definitely help to check it out for you. Please note that we are not liable for items damaged or lost in transit. However, we will definitely attempt to refund/partial refund you in any way we can.

 

 

Can I ship my order to another location?

Yes, you may. You may select different locations for your payment address and your shipping address. This can be done in the check-out page.

 

 

Where does my shipment come from?

With Express Shipping selected, it will be shipped from Singapore. In very rare instances, we will ship it from our supplier using an express service. For normal shipping, most orders will likely be shipped out from our supplier/warehouse in China. However, in some cases, it will be upgraded to be shipped from Singapore using Express services. 

 

 

How do I track my shipment?

We will provide you with a tracking link once we have shipped your product. If you did not receive your tracking link, you may ask for one at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only use these emails to reply you). 

 

 

My shipment has not yet arrived within the estimated time.

If your shipment has not yet arrived within 75% the estimated time, do drop us an email at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only use these emails to reply you). For in express shipments, I should take no later than 2.5 weeks at most. For normal shipment, if your item does not arrive in 65 days, you will be given a full refund.

 

 

 

 

PAYMENT

 

 

What payment methods do you accept?

We accept the following methods of payment (additional charges may apply)

  • Paypal Guest – Visa,MasterCard, American Express, Discover
  • Visa
  • MasterCard
  • American Express
  • Bank TT
  • Bank Transfer (Singapore Only)
  • Cash on Delivery (Singapore Only – deposit required still)

Please email us if you do not use the standard payment options available at check. sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only use these emails to reply you). 

 

 

 

 

ORDER RELATED

 

How do I cancel my order?

Unfortunately, we are unable to cancel orders. Once you have placed an order, it is almost immediately placed and we will prepare the shipment of your product. While we have stated it may take up to 5 days, SGM Drones will typically process it immediately or within the hour. If SGM Drones cancel the order due to unforeseen reasons, you will be refunded the full amount.

 

 

Bulk orders

Yes! We do bulk orders at special rates. Just drop us an email at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only use these emails to reply you). 

 

 

Can SGM Drones help me customize or find items I want?

Yes! We do provide the FREE service of helping you find products which you are looking for. If we have found the item or something similar you have been looking for, we will send you images of the product and quote you a price (excluding shipping)/place it up on our page. You must however purchase the product from us if you decide to get the item.

To get this free service of us helping you find the product you are looking for, just drop us an email at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only use these emails to reply you). 

You may also email us if you want to see certain items on our website or have any suggestions for us. We will be glad to listen to your suggestions and even add products you wish to see on our website.

 

 

 How do I use my discount code?

You may key in your discount codes in the checkout page. Depending on your type of discount codes, it may only be used once, several or unlimited times.

 

 

 

How do I get discounts?

There are various ways to get a discount!

  • You can get a discount by purchasing any of our products and you will get a discount code for your next purchase (you will receive an email with instructions upon purchase)
  • You may also get a discount by referring a friend our website after you have purchased an item (you will receive an email with instructions upon purchase)
  • You can also get a discount if you have been referred by a friend
  • You can get discounts too if you opt for bank transfer to self collection. Please email us before doing so as only some items qualify for this.

You may purchase a discount for someone by emailing us at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only use these emails to reply you). 

 

 

Can I send gift vouchers?

Yes, you can. Please email us at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only use these emails to reply you). if you wish to send gift vouchers. Please tell us the amount you wish to send and if you want to send the voucher as an online email gift voucher or a physical voucher.

At the moment, we have not displayed vouchers as an item on our website. As such, please email us for one.

 

 

 

RETURN AND REFUND

Our Policy

Our policy lasts 3 days from the day you receive your product. If 3 days have gone by since you receive your product, unfortunately we can’t offer you a refund or exchange. We hope you understand that we cannot offer you an exchange after 3 days as it could have been damaged from flight. If you have chosen to test the item upon delivery and it is working, no refund, exchange or warranty is given upon completion of trade.

To be eligible for a return, your item must be unused and in the same condition that you received it. Scratches, dents or any other forms of damage arising from flight your own negligence will null the exchange or refund. It must also be in the original packaging. Please note that we only offer refunds/partial refunds or exchanges for products which are faulty, defective or are wrongly described or is a wrong order.

Exchanges and Refunds based on minor differences in product description are NOT allowed. If it is a mistake in description which is understood by a reasonable person that it is a mistake, it too cannot qualify for a exchange or refund. The lack of packaging or differences in packaging also does not qualify as a exchangeable or refundable reason.

We do not accept exchanges if you have wrongly chosen a product. Once you have confirmed your order, we are unable to cancel it. If you have misread or misunderstood the item description, we too do not offer any refunds or exchanges. 

Several types of goods are exempt from being returned. Perishable goods and Services are also non-refundable unless stated otherwise for specific services on our product page.

Additional Information

  • Original shipping fees and any customs duties, taxes and VAT are non-refundable.
  • We cannot offer refunds or exchanges for items that get lost or damaged in the mail.
  • If we accept to give an exchange, it may take up to several weeks or a few months.
  • If we accept to give a partial or full refund, it will be credited back to your original payment method or any other methods specified by SGM Drones.
  • Please note If you order a product that is banned in your country/state, SGM Drones will not be held liable under any law. You are fully responsible in ordering products which is permitted in your country/state. SGM Drones will also not refund any products confiscated at your customs.

    Please note that our shipping policy states that some items will take up to 8 weeks to reach your destination. As such, please be patient on receiving your product. You may email us at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only reply you using these email account names) if you required more information on your shipment.

    Please note that we ship out your products individually (if you have purchased more than one product) once it is ready to ensure that slower shipments do not affect all your other products. As such, you may receive products in separate shipments on different dates.
  • We do not offer refunds for the packaging you use to ship the item back to us (eg. Parcels, envelops, bubblewrap, etc)

 

Procedures for Refund/Exchange:

  1. Email us your issue (Wrong product/faulty product/missing product) at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only reply you using these email account names)
  2. Please state the order number, the product you wish you exchange/refund, your name and your address
  3. Include photographs, videos and any other evidence required
  4. Please give us 1-3 working days to reply you
  5. We will then give you further instructions and a proposal to resolve the issue.

 

Refunds/Exchange (if applicable)

Once we have received your email, we will inspect the images, videos or any other evidence provided to see if you qualify for the refund. You will likely be required to mail your purchase to the original manufacturers of the product.

Once your return is received and inspected by the original manufacturers, we will send you an email to notify you. We will also notify you of the approval or rejection of your refund.

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

If you are still unhappy with the decision, we can bring the issue up to a higher level to resolve your dispute. That resolution will be final.

Please note that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary if you have requested for one over a refund. It may last up to several weeks or a few months.

 

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. (or other receiving methods)

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only reply you using these email account names) .

 

False Claims   
Should we find the returned product is not defective as aforementioned, the product will be sent back and all postage costs will be borne by you.

 

Disclaimer 
SGM Drones reserves the right to reject any returns and exchanges that do not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and the exchange will not be granted. For any questions or concerns regarding the return and exchange process, email us at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only reply you using these email account names)  . Please note that as we develop our brand, the Refund and Exchange Policy on this website may change without prior notice.
 

 

My item does not have packaging!

Most of our products come in original packaging unless stated otherwise. However, some products such as accessories are by different brands. If the brand supplier sells without packaging, you will receive it without packaging as well. No refund or return is allowed based on this reason.

 

I misread the description.

Unfortunately we cannot offer returns or refunds for this. Please do note that our pictures may include items which are not provided. For example, when we sell landing pads or cases, the drones are in the picture for display purposes. It does not include the drone. Mobile phones seen in the picture are of course not included as well. Same goes for any other furniture or humans displayed in picture for illustration purposes. No returns or refunds are allowed for such cases.

 

 

OTHERS

 

 

Why must I provide my email when purchasing?

We require minimally your email to send you updates on your product. We guarantee that we will never give your email to any 3rd party sites.

 

I do not want to receive any more emails.

If you do not wish to receive our newsletters, you may choose to opt out from it. However, email notifications such a the order confirmation, shipping confirmation and thank-you notification together with discount codes cannot be unsubscribed from when you purchase with us. We will only send these notifications as they are related to your purchase. 

 

 

 

Can’t find an answer you are looking for? Email us at sales@sgmdrones.com or sgmdrones@yahoo.com (please note that we will only use these emails to reply you). We will reply you within 1 to 3 working days.