Delivery
Our travel organisers are dispatched by fulfilment partners from China. Singapore delivery is included in the prices of products marked “delivery included”. Items in one order, including a combo, may arrive in separate parcels, with separate tracking numbers and on different days. Tracking updates may take time to appear after dispatch.
If a parcel is delayed or tracking says delivered but you have not received it, contact us. We will investigate with the delivery partner and assess the appropriate next step. A delivery scan alone does not remove your legal rights. Please check your delivery address before ordering and tell us promptly about any mistake; changes may not be possible once processing begins.
Returns, refunds and order problems
Contact tuckntrek@gmail.com first, quoting your order number and the item affected. Tuck & Trek is operated by YiChin.
Wrong, damaged, faulty or missing goods
Please inspect your delivery and report a problem as soon as reasonably possible. Include a description and clear photographs of the item, packaging and shipping label where relevant. We may request a short video or measurements if photographs do not show the issue. Keep the item and packaging while we assess it, where reasonably possible. If you cannot provide particular evidence, tell us so we can discuss an alternative.
We will assess the issue and provide the remedy required by applicable law, which may include repair, replacement, a price reduction or refund. Your rights are not dependent solely on our fulfilment partner approving reimbursement. There is no short reporting deadline in this policy that removes your statutory rights.
Before returning anything
Contact us for assessment and written return instructions before sending an item. Do not use the address on the parcel as a return address or send goods to an address you have not confirmed with us. We will explain whether a return is needed, the destination and the arrangements for postage. Returns may require an overseas destination. Where a remedy is legally required for faulty, wrong or otherwise non-conforming goods, we will bear the necessary return costs as required by law. An unauthorised return may cause delays or avoidable costs, but does not automatically remove your legal rights.
Change of mind
We do not offer voluntary returns or exchanges simply because you change your mind, order the wrong item, or decide you no longer need it. Please check the product dimensions, colour and contents before ordering. This restriction does not apply to goods that are faulty, incorrectly supplied or not as described, or to any cancellation or return right provided by law.
Cancellations and changes
Email us immediately if you need to cancel or change an order. We will try to stop it before fulfilment processing begins, but cancellation is not guaranteed until we confirm it. If we confirm a cancellation before processing, we will refund the cancelled items. Once processing has begun, we may be unable to cancel or change the order. Your statutory rights remain unaffected.
Delivery details and redelivery
Please provide a complete, accurate address and contact details and respond to reasonable delivery or collection notices. If an incorrect address or missed collection causes an additional delivery cost, we will explain the circumstances and any evidenced charge before asking you to agree to redelivery. We will not automatically charge a fee or treat a lost parcel as non-refundable. Any responsibility for additional costs is subject to applicable law.
Combos and partial refunds
If only part of a combo qualifies for a refund, the starting amount is the actual discounted price allocated to the affected component on your order, including any tax refundable by law. We do not reprice the items you keep at their full standalone prices as a penalty. Any right to a remedy for the whole combo remains unaffected.
Refunds
We will notify you of the outcome and any required return steps. Refunds due will be made without undue delay to the original payment method, unless another lawful arrangement is agreed. The time taken for the credit to appear depends on your bank or payment provider. Contact us if a confirmed refund has not arrived.
Your consumer rights
Nothing in this policy excludes, restricts or replaces rights or remedies available under applicable Singapore consumer law. We remain responsible for handling your request even when a fulfilment or delivery partner is involved.