PLACING ORDERS/E-MAIL PROBLEMS

• I placed an order or sent you a message, but have not heard anything from you (or I only received the first "echo" confirmation).
  • If you have waited until the date noted in the "echo" confirmation mail, and you have not yet received an order confirmation e-mail, please contact us.
  • If you are sure you have placed an order but you have not received any emails from us (including the "echo" confirmation) PLEASE check your spam/junk/suspicious e-mail folders! Thanks to the spammers, legitimate email -- like the order information sent from banleong.com.sg -- is being lost. To make matters worse, some Internet service providers such as Comcast are arbitrarily blocking mail from ISPs they consider to be spammers without telling their subscribers that their mail is being blocked! Please make sure that your spam filter is set to allow mail from the banleong.com.sg domain. If you have questions on how to do this, or are concerned about arbitrary mail blocks, please contact your Internet service provider as such matters are unfortunately beyond our control. If you still can't find the email with order details, please contact our Customer Service Department at e-issues@banleong.com.sg.

 

• My browser is having trouble with the shopping cart system or other parts of your web site are not working properly.
  • The trouble is likely related to your browser's encoding settings. Usually, this is caused by an "Auto Select" feature that is not working properly. Find your browser's text encoding settings and change them from the current setting to "Western" encoding. That should clear up the problem. Other customers who have followed these steps have reported that the problems were solved when they did this. If changing these settings doesn't help, please try accessing our pages with a different browser. If that doesn't help, send a message to webmaster@banleong.com.sg describing the trouble in as much detail as possible, and we'll see if we can address it for you.

MODIFYING & CANCELING ORDERS

• I've already placed an order, but would like to add some additional items to it.
  • Please place a separate new order for the additional items. The reason we request this is that we select items for shipping to customers in the order that they originally placed their orders with us. Much of the merchandise we sell is only available in limited quantities. If we add an item to an order you have placed previously, you are in effect "taking cuts" into the line of people waiting for that item.

    On the bright side, when shipping anything to a customer with more than one order with us, we check all their orders for available items and ship them together to keep waiting time as short as possible. In addition, we only bring new orders into our accounting systems once a day, so orders processed in the same daily batch will be combined into one order anyway. At any rate, when you place an order with us, try to add everything you can think of before you press that "submit" button!

 

• I want to cancel all or part of my order.
  • That's easy! If your order has not yet entered payment processing, just go back to your shopping cart to call up your order, and then change the quantities to zero of the items you no longer want to buy. In addition, you can drop all of your outstanding orders very easily as well.

 

• I want to cancel all or part of my order, but my order is "shipping soon" and your system won't let me.
  • Customers would not be able to cancel any orders once payment is made already.

    At this point in the process, we ask you to go through with your original order and accept the merchandise. If a payment problem is going to prevent you from completing your order, please contact us at e-issues@banleong.com.sg. This is a standard policy for the mail-order industry, and we ask you to respect it when you place an order with us.

 

• I have more than one order outstanding and want you to combine them.
  • We're sorry, but no. However, in order to keep our customers' shipping costs as low as possible, whenever we ship anything to a customer from a particular order, we also check all their other orders to see if anything else is available to be shipped together.

    The reason we do not allow this at this time is because we assign merchandise to customers in the order in which they originally placed their orders. Combining orders changes the order dates and therefore the priority that stock gets assigned, and we want to keep things fair for everybody, since so much of the merchandise we handle is available only in limited quantities.

    So when you place your order, try to put everything you want onto one order rather than breaking up it up into smaller pieces if you are concerned about keeping shipping costs as low as possible. Note that your order will not be shipped until everything is available (or you request shipping), so doing this will slow shipment of your order if there are hard-to-find items on it.

 

SHIPPING COSTS & TIMES, IMPORT ISSUES

• I want to place an order, but would like to know how much shipping is going to cost first.
  • All our prices advertised in our shopping area, are exclusive of shipping costs, unless otherwise stated. You will see the shipping cost when checking out your order.

 

• How long will it take for my order to reach me?
  • All packages would be shipped to you via TA-Q-BIN, and should reach you in about 3 working days, once the tracking number had been emailed to you.

    If you have waited that long, and you still have no package, please follow the instructions on our missing package page.

 

• I need my order by a specific date because it's a gift. Can you guarantee delivery in time?
  • We cannot make promises about when a certain item will reach you. Nevertheless, if you have a certain delivery date that you'd like to meet, try the following. It should work in almost all cases:

    First, count backward on your calendar from the date you need to have the item. To determine the number of days to count back, start with the 3 working days (exclusive of weekends) needed to ship the package to you. Then plus the 3 working days (exclusive of weekends) needed to process and pack your orders to you. Do note to add in an extra one to two days for festive season shipping, or Public Holidays shipping.

    Please note that even if you take these precautions before ordering, Ban Leong Technologies Limited cannot guarantee delivery of an item by or before any particular date; once an item has left our warehouse, delivery times are out of our control. We appreciate your understanding in this matter.

 

SHIPPING & DELIVERY PROBLEMS

• You said my order had been shipped, but it has not arrived yet.
  • First, please take a look at our shipping times page. This will give you a good idea of how long a package normally takes to arrive. Also, be sure to keep in mind that these times are the number or days from the time we ship your order, not the time you place your order.

    Before you contact us about a missing package, please allow twice the maximum number of days shown on our shipping times page. In the meantime, you may wish to visit your local post office and see if your package isn't being held for you. Often packages are held for unsuccessful delivery reasons, or because they won't fit in your mail box. In those cases, the mail carrier will leave a postcard informing you of this, but those sometimes go astray.

    If you have waited for more than twice the maximum number of days and your package still has not arrived, then please see our missing package page.

 

• I've waited the amount of time you recommend, but my order has still not arrived.
  • First check with your local post office. Often, the post office will send you a post card informing you that your package has arrived. If you didn't receive this postcard for some reason, your package my just be sitting at the P.O. waiting for you.
  • Second, check to make sure that the shipping address you sent to us is correct (you can do this by checking the order confirmation notice our server sends you after you place an order). A simple typing error there can cause huge problems, of course.
  • Third, if you've moved recently, make sure you left a forwarding address with your previous post office.
  • Fourth, make sure that a family member or co-worker (if you have your order shipped to work) didn't receive your package and then simply forget to tell you about it.

If all of these steps fail to turn up your package, then please send us e-mail at If you have waited for more than twicee-issues@banleong.com.sgand we'll work out a solution for you.

 

• My order arrived, but it was damaged in shipping.
  • Please do a careful inspection of your merchandise. If the "damage" is limited to the outer box of the product, such as a crushed corner or bent lid, we ask you to grin and bear it if at all possible (this doesn't happen very often). If item parts have been broken or the whole item has been damaged, e-mail us with the pictures of the defects at e-issues@banleong.com.sg and we will arrange and supply you with replacement parts or a new item (at our discretion) at no charge. In most cases we may request that you return the damaged item to us, but in these cases we will arrange an exchange service via our own logistic for you at the shipped address.

    If you happen to take delivery of your package from your mail carrier in person, and there is obvious damage, ask him/her to witness your opening the box, and get the carrier's name to bolster your claim.

 

• My order arrived, but some of the merchandise is wrong.
  • Please accept our apologies for the error!

    Please contact us at e-issues@banleong.com.sg and tell us what you did receive, and what you should have received. We'll check our records on this end and confirm whether or not a mistake was made. If there was, we'll arrange an exchange via our own logistic for you at your shipped address.

    Should the correct merchandise not be available for some reason, we will of course offer you a full refund.

 

• My order arrived, but some of the items are missing.
  • There are several possible reasons for this:
    • Please double-check the shipping notice that you should have received by e-mail from our order department detailing exactly what was shipped to you.
    • Your order was shipped in more than one box, but all the boxes have not yet arrived (boxes shipped together by postal service frequently arrive on separate days, in some cases as much as one to two weeks apart!).
    • Ban Leong Technologies Limited made an error in your shipment.

Please inspect your order carefully one more time. If you are convinced that we have made an error in your shipment, please go ahead and contact our Customer Service Department.

 

PRODUCTS & AVAILABILITY

• I saw an item on your website yesterday, but today it's gone!
  • Yes, it happens! We would constantly update our Estore catalogue. Once an item is sold out, and there’s confirmation that we won’t be able to get more of it, we would remove it from the Hot Deals catalogue to avoid confusion.

    All products on Hot Deals catalogue, are mainly on a special one time promotion basis only. Thus, please grab it while it’s still available.

 

• I want to know if you have stock on certain items before I place my order.
  • As long as you are able to input the quantity of the item in the Buy Now! Box, it means the items are available. The number of stocks available is tied to our backend database. So, if you would like to choose 5 pieces of a single item, and is not able to do so, please choose a lower quantity, as it means that we do not have enough quantity to fulfill all orders.  

 

• I'm interested in getting something that's not shown on catalogue. Can I special order it?
  • We are always on the lookout for attractive priced products to carry from our vendor. If you have an idea for something you cannot find on our web site, please send your suggestion to products@banleong.com.sg and we'll take a look at whether we can get stock of the item and/or if it is something appropriate for our catalog.