F.A.Q
Authorization via PayPal
This feature is used only when you use our concierge service to pay via PayPal. PayPal offers an authorization service in which payment sent for authorization is held by PayPal and EZPZ Express will only capture the final payment amount after we complete purchasing on your behalf to your merchant of choice. This eliminates having to send more payment or having to wait for a refund in cases of over payment. If EZPZ Express was not able to complete the concierge purchase, we will simply cancel the authorization without actually charging and then refunding your PayPal account.
Cancellation container space
Your purchased container space is reserved only for your use , therefore unused container space purchased are non refundable. Cancellation of container space is allowed if the order is canceled within 24 hours of payment for a 15% cancellation fee. Please note that 15% cancellation fee excludes any PayPal fee/s.
Consolidation and storage
You can consolidate several orders and ship them together. This saves you money on the cost of the base charge. You can store packages without charge up till the time the outgoing container is due. If you want to hold your order to wait for the next container (miss the current outgoing container), we charge $SG.50 a day per package. Storage fee has to be paid in advance up till the next container ship out date.
Damaged Packages
EZPZ will notify you via email with pictures attached if we notice damage/s to your package/s that might be significant after they arrive at our warehouse. EZPZ will also advise if the internal contents looks damaged based on the exterior condition of the package. What are your options after this?
1) Wrap existing package with clear plastic
| clear wrap fee (no repackaging) | SGD | $6.00 |
| small box <24inch on largest side | SGD | $ 8.00 |
| mid size >24-<36inchs on longest side | SGD | $ 13.00 |
| large >36-<48inch longest side | SGD | $ 18.00 |
| oversized | SGD | custom |
1) Repackaging
This involves putting your existing package into a larger box and cushioned with fillers to better protect your package during shipping. This is advisable on items that are shipping directly with manufacturer’s package as they often are not packaged seaworthy. During the repackage, we will add any smaller packages of yours complimentary into the larger box if space permits.
| Repackage fee | ||
| small box <24inch on largest side | SGD | $ 10.00 |
| mid size >24-<36inchs on longest side | SGD | $ 15.00 |
| large >36-<48inch longest side | SGD | $ 20.00 |
| > 48 inch on longest sideoversized | SGD | custom |
3) Return/Exchange with your merchant
Please notify your merchant of your damaged item, you are welcome to email the images we have produced for you to your merchant to process an exchange or return. After your exchange or return is processed, please notify us via email or our contact us form with necessary return label/s so that we may arrange for pickup from Fedex or UPS. If you are responsible to ship item back to merchant, you may check domestic ship rates via our freight calculator and arrange through us to ship your item/s back. Return charge will be when you are returning item to merchant without an exchange (you can exchange for same item or other products from the same merchant for exchange handling charge to apply)
| Exchange handling charge | per box | SGD | $7.50 |
| Return handling charge | per box | SGD | $ 20.00/ 1% value of item whichever is higher |
4) Virtual View n Pack Service
Virtual View n Pack allows you to inspect your package contents fully with us and will be best for high value items and/or fragile items so that you can return/exchange items with your merchant/s before you ship out of USA.
Declaring your order
EZPZ Express uses the merchant invoice from each package to prepare your shipping’s commercial invoice. Even gift items require a value for custom declaration purposes. For items that are used, please provide the current value of the used items. Singapore require that you pay the 7% GST even on used items and Singapore customs may impose a higher valuation for used items than what you may declare to EZPZ Express.
Singapore Customs & Immigration Service has the right to refuse to admit item/s after their inspection. EZPZ Express can not be responsible for any items either held back for further inspections or are denied entry into Singapore.
Marine insurance
Risks are unavoidable in the shipment of goods. Goods are loaded and transshipped. Travel on the ocean provides its own set of perils. Goods are generally handled many times during shipment, and Marine Insurance is designed to provide coverage throughout this process. Goods are first loaded at the origination point onto a land vehicle (truck or train, for instance). They are held in a port prior to loading onto a ship. They may be unloaded at an intermediate port, and held for transshipment on a second vessel. Upon arrival in the destination country, they must be cleared through customs, then loaded onto land carriers for transfer to the buyer’s premises. (There may also be transfers between land transports on either the buyer’s or the seller’s end–during which time the goods are under the control of warehouse depot operators, and additional trucking or rail companies).
Generally, the marine policy covers perils of the sea, fire, assailing thieves, jettison, barratry of the master, explosion, defects in the ship that cause damage, and other perils. Exclusions in the policy typically include damage due to dampness, breakage, delay or loss of market, acts of war, confiscation, etc., strikes, riots or civil commotions. Copy of the specific marine insurance for your container will be emailed when the container leaves our warehouse.
Missed shipment
your purchase/s are not delivered to our warehouse in time to make the cut off date for the outgoing shipment, we can not apply your shipping purchase to the next outgoing shipment as the space has already been reserved just for your merchandise.
Non Payment
Your payment is due once an invoice has been issued and emailed to you. We can not be responsible for your merchandise missing the container due to non-payment or slow payment. Any merchandise stored at our facility will be considered abandoned if accounts at least 30 days overdue.
Returns on merchandise
EZPZ Express is neither a retailer or a reseller. For returns, please check the return policy of the merchant in question.
Returns – domestic
Check with the merchant on their return policy. You may also want to contact them about your return. Email us which package you’d like to send back and the address we should use. (check with your merchant for the details). EZPZ Express charges a handling fee of SDG $10 per package to process and help you send out any returns to your merchant. Any additional shipping charges if required to send your returns to your merchant will be your responsibility. EZPZ Express will advise you on the costs and payment should be sent before your package can be sent out. After you’ve made payment, we’ll need two business days for our U.S. office to process the return. Once you’ve returned your items to the merchant you can talk with them directly about refunds.
Returns – International
For returns of goods purchased directly, please contact the merchant and arrange for local carrier to ship your item/s back to merchant.
For returns of goods purchased through our concierge service, please email us and tell us which items you’d like to return to which merchant. We‘ll proceed with the return and send you a record. Depending on the merchant, you may have to pay a restocking fee. You need to contact your local courier agent to arrange shipping for your return. We’ll credit your refund using your original payment method within seven days of us receiving the refund from the merchant. We do not refund any concierge service fees.
Shipping Notification
Weekly package arrival emails will be sent to customers with first incoming package/s received.
Ship time lines
Estimated time a container takes to leave USA port and arrive in Singapore is about 20-25 days. EZPZ can take up to 10 business days to consolidate and repackage merchandise await container to be delivered, uploaded and picked up. In addition, it takes up to 1 1/2 weeks for our container to travel via rail from our TX warehouse out to the port. Actual delivery times may be subject to variation due to vessel/transhipment delays and/or customs inspections hold on either the US or Singapore side. Our shipment close date and cut off dates should be rounded up to the next working day if it falls on a weekend or a federal public holiday day. The exception are during the thanksgiving, christmas and new year holidays where our USA warehouse is closed for a few days. We will post the current holiday schedules on the Shipping Services Page. The general federal public holidays observed by our USA warehouse can be found at the U.S. Office of Personnel Management website.
Special Requirement/Instructions for Your Package/s
Please contact us before your package/s arrives with any special instructions with your package handling or packing. Your package/s would have gone through numerous different handling from your merchant, domestic trucking personnel, transits between different shipping warehouses before arrival at our location.
We reserve the right to arrange individual boxes of merchandise as we see fit in consideration of the overall weight and height distribution for the container. This is to ensure that the container is evenly distributed for the safety of the merchandise.
Please make sure that your merchant packages your items especially any fragile or special handling items to be “sea worthy”.
Note that additional charges may be applicable depending on the special requirements/ packing instructions necessary for your merchandize. If your special requirement is not currently listed, please contact us to check if additional charges will apply before your make a purchase.
| Single Stacking only | charge per volume that EZPZ can no longer use for other customers |
| Fragile items | charge per volume that EZPZ can no longer use for other customers |
PayPal Authorization
This feature is used only when you use our concierge service to pay via PayPal. PayPal offers an authorization service in which payment sent for authorization is held by PayPal and EZPZ Express will only capture the final payment amount after we complete purchasing on your behalf to your merchant of choice. This eliminates having to send more payment or having to wait for a refund in cases of over payment. If EZPZ Express was not able to complete the concierge purchase, we will simply cancel the authorization without actually charging and then refunding your PayPal account.
PayPal is free
It is free to open a PayPal account.
PayPal Security
PayPal uses SSL technology to keep your information safe. In addition, when you send a payment using PayPal, EZPZ Express does not keep or receive sensitive financial information like your credit card or bank account number.
The maximum amount allowed for a single transaction is $10,000 USD by a PayPal member. If you don’t have a PayPal account, you can send a maximum of $4,000 USD for a one-time, single transaction.
Payment methods
You can make payments via PayPal or through direct bank transfer. Instructions for direct bank transfer will be sent when you select direct bank transfer payment option when you place an order with us. Direct bank transfers will save you the 5% charged by PayPal to use their service.
Prohibited Items
Singapore Customs. Please check Singapore Customs page for current updates or contact us for assistance.
- Animals, birds and their by-products
- Endangered species of wildlife and their by-products
- Food items
- Meat and meat products
- Fish and seafood products
- Fruits and vegetables
- Arms and explosives
- Bullet-proof clothing
- Toy guns, pistols and revolvers
- Weapons, kris, spears and swords
- Films, video and video games
- Pornographic publications
- Pharmaceuticals
- Medicines
- Poisons
- Telecommunication and Radio Communication Equipment
- Toy walkie-talkies
- Chewing gum (except oral dental and medicated gum)
- Chewing tobacco and imitation tobacco products
- Cigarette lighters of pistol or revolver shape
- Controlled drugs and psychotropic substances
- Endangered species of wildlife and their by-products
- Firecrackers
- Obscene articles, publications, video tapes/discs and software
- Reproduction of copyright publications, video tapes, video compact discs, laser discs, records or cassettes
- Seditious and treasonable materials
- Excisable goods, such as tobacco and alcohol
- Flammable goods such as perfumery, hair spray, cleaning, toner or mounting fluids, eau de cologne, nail polish etc., and the majority of chemicals
- Dutiable Goods – Intoxicating liquors, including spirits, wine, beer, ale and stout; Tobacco, including cigarettes and cigars; Motor spirit; and Motor cars and motorcycles/motor scooters.
- Items that may be damaged at heats in excess of 50 degree Celsius
USA Warehouse Closures in 2009-2010
| Monday, September 7 | Labor Day |
| Monday, October 12 | Columbus Day |
| Wednesday, November 11 | Veterans Day |
| Thursday, November 25 – 30 | Thanksgiving Day |
| Thursday, December 24-28 | Christmas Day |
| Wednesday, December 30- Jan 2 | New Years Day |
| Monday, May 31 | Memorial Day |
| Monday, July 5 | Independence Day |
| Monday, September 6 | Labor Day |
| Monday, October 11 | Columbus Day |
| Thursday, November 11 | Veterans Day |
| Thursday, November 25-30 | Thanksgiving Day |
| Friday December 24-27 | Christmas Day |
