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FAQ

  • Account

  • How can I register for an account?

    While you are free to browse our site without an account, you will have to register for an account before you can place an order.

    1. Go to www.naturesmart.com.sg
    2. Click on Register on the top right of the page.
    3. Fill in your details to complete registration or simply connect with one of the available social logins.
  • I am having problems logging into my account.

    If you are having trouble with your email address or password not being recognised, please check that you are using the same email address and password that you registered with. If you have forgotten your password, you can click on the Forgot your password? link on the sign in page to reset your password.

    If you had previously signed up using a social login, please check that you are using the same social login account and clear your browser's cache as required. If you continue to have issues with signing in, please contact us at customers@naturesmart.com.sg.

  • What can I do if I have forgotten my password?

    If you have forgotten your password, you can click on the Forgot your password? link at the sign in page. You can then enter your email address that you have registered with and a new password will be sent to your registered email address.

  • How do I update my account details such as delivery address and contact number?

    Once you have signed in, you can click on your account at the top of the page and you will be able to edit your details there.

  • Can I still change my delivery address after the order is confirmed?

    We strive to send out your orders as soon as we can. Once your order is dispatched, we are unable to change your delivery address. You can contact us at customers@naturesmart.com.sg and we will try our best to assist you.

  • How can I be notified of the latest discounts and promotions?

    The best way to stay connected with us and be updated on the latest discounts and promotions is by signing up for our newsletter during registration or at our main web page. You can also like our Facebook page www.facebook.com/NaturesMartSG for the latest discounts and promotions.

  • Orders

  • How do I place an order?

    Shopping on Nature's Mart is simple!

    • You can browse using our categories or search for brands and products using the search bar
    • Add the desired item into your shopping cart by clicking the Add to shopping cart icon
    • To check out your shopping cart, simply click the Checkout icon on the top right on the page
    • You can still review your order summary and change your order quantity upon checkout
    • Fill in your shipping details and proceed for payment to confirm your order
  • What is My List and how does it work?

    My List helps shortlist the items that you are interested in for easy browsing and repeat orders. You can add items to your list by clicking the Add to my list link on each product page. To access My List, you can click on the link on the menu bar or find it under your account profile.

  • What happens to my cart when I leave before checking out?

    If you have signed in with us, your shopping cart will be saved if you leave the site. However, this does not reserve the product. If the product has become out of stock, it will be flagged up when you checkout.

  • What and where is my Order Reference?

    Your Order Reference can be found:

    • In your confirmation email
    • In your Order History under your account
  • What can I do when items in my shopping cart are now out of stock?

    You can remove the items that are now out of stock by clicking on the Delete icon when you are reviewing your shopping cart.

  • Delivery

  • Where do you deliver to?

    We deliver within Singapore except for selected restricted zones and P.O. Box addresses.

  • How much does shipping cost?

    For orders under $50, we charge a delivery fee of $5 for Standard Courier (with tracking) and $8 for Express Slot Delivery (with tracking).

  • Is there free delivery?

    We provide free Standard Courier (with tracking) for orders above $50. Orders above $80 will be entitled to a free upgrade to Express Slot Delivery (with tracking).

  • How long does shipping take?

    We aim to ship out your orders within the next business day and the delivery lead time for Standard Courier is up to 3 working days and for Express Slot Delivery the lead time is 1-2 working days. There may be unexpected delays during festive periods where there are high loads.

  • How do I track my order?

    Once your order is picked up, you will immediately receive a tracking ID via email so that you can track the live progress of your delivery. You can refer to the email for instructions on how to track your delivery via our logistic partner's website (www.ninjavan.sg). By default you can add the prefix "NMS" in front of your Order Reference for your tracking ID.

  • Can I request a specific delivery time?

    You can request the following timeslots for Express Slot Delivery and our delivery partner will contact you before arrival.

    • 9 am to 12 pm
    • 12 pm to 3 pm
    • 3 pm to 6 pm
    • 6 pm to 10 pm

    Please ensure that there is someone to collect the package at your designated address and timeslot to avoid delays and disappointment. Please make sure you have correctly entered your contact number so that we can contact you regarding the delivery of your order.

  • Will you contact me prior to delivery?

    Our driver will contact you via sms/call before arrival.

  • What should I do if my order is not here yet?

    You can track your order using the tracking number provided in the email from our logistics partner. If you need to find out more about the status of your order, you can email us at customers@naturesmart.com.sg.

  • What happens if I missed the delivery time-slot scheduled?

    You will receive a notification slip from our delivery partner to call/email for a free re-delivery. If delivery to you is still unsuccessful within 7 days from the date of the 1st delivery, your order will be returned to our office for self-collection. You may contact us at customers@naturesmart.com.sg for assistance.

  • Will I get charged for a re-delivery?

    Re-delivery is free if you missed the initial delivery attempt. After 2 failed delivery attempts, your order will be sent back to our office for self-collection. You may contact us at customers@naturesmart.com.sg for assistance.

  • Returns

  • What do I do if something I receive is wrong or faulty?

    Please contact us immediately at customers@naturesmart.com.sg stating your order confirmation number and details of the affected items.

  • What is the return and exchange policy?

    Customer satisfaction is of the utmost importance to us, if for whatever reason you are not satisfied with or have changed your mind regarding your purchase, you can return the unopened or unused item to us along with the original invoice within 14 days of delivery for an exchange or refund.

    We take pride in the quality of our products, however, if you believe the product you have purchased through our site is defective, please contact us at customers@naturesmart.com.sg and we will work with our manufacturers to help you investigate the matter.

  • How do I return an item?

    To process your return, please contact us at customer@naturesmart.com.sg by providing your name, order number and a brief description of the problem. Our customer service representative will assist you in the process and provide you with a RMA number.

    Please note we will not be able to process returned products without a RMA number and that return shipping will have to be borne by you. Alternatively, you can return the product at our office during office hours Monday - Friday, 9:00am - 5.00pm SGT.

  • Can I return an item directly at your office?

    You can return the product with your RMA number at our office during office hours Monday - Friday, 9:00am - 5.00pm SGT.

  • Customer Service

  • I have queries about the products, who can I contact?

    You can contact us at customers@naturesmart.com.sg with your queries. We work closely with our manufacturers, and their team of scientists and researchers to ensure that we have accurate product knowledge to advise you on our products. This gives you peace of mind that we are fully aware of our products' usage and benefits, and that we are able to stand by what we sell.

  • I am having difficuties accessing the website. what should I do?

    If it occurs with other websites too, it is an internet connection problem. Try resolving your internet connection before re-trying.

    We also suggest restarting your browser and clearing the cache before logging on to our site. If you continue to face problems, please send a screenshot and description of the error encountered to customers@naturesmart.com.sg so that we can assist you.

  • Where can I provide feedback and suggestions?

    At Nature's Mart, we value your feedback and suggestions. You can provide your suggestions and feedback at customers@naturesmart.com.sg and we will strive to improve our site and services to make it a more pleasurable shopping experience for you.

  • I am having difficulties and cannot find the answer on the website, who can I contact?

    If you are facing difficulties and need help, please feel free to contact us at customers@naturesmart.com.sg.