Frequently Asked Questions

This Agreement was last modified on 1st October 2020

HOW CAN I CHANGE MY SHIPPING ADDRESS?

By default, the last used shipping address will be saved into to your ELECLOAD account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.

HOW DO I ACTIVATE MY ACCOUNT?

The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk / spam folder or contact us at help@elecload.com

WHAT DO YOU MEAN BY POINTS? HOW DO I EARN IT?

Because you are important to us, we want to know what you think about the products. As an added value, every time you rate the products you earn points which go straight to your account. 1 point are added to your account for every review that you give. You will need those points in order to redeem the Material products. So keep rating the products to keep earning points!

WHY IS THERE A CHECKOUT LIMIT? / WHAT ARE ALL THE CHECKOUT LIMITS?

Elecload is a popular spot and gets lots of shoppers at a time. These limits are in place to make sure everyone has a good time trying and purchasing their products. So…

– Each member is entitled to only one (1) Material order every day.

– Each member is entitled to one (1) bundle of Material for each product.

– Your account must have sufficient points before you can checkout the Material products.

– Kindly clear all pending payments before another checkout.

HOW CAN I TRACK MY ORDERS & PAYMENT?

After logging into your account, the status of your checkout history can be found under Order History.

HOW DO I CANCEL MY ORDERS BEFORE I MAKE A PAYMENT?

After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?

Members who ship their orders within Singapore should expect to receive their orders within five (2) to ten (10) working days upon payment verification depending on the volume of orders received.

If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.

WHAT IS THE ACCUMULATED DELIVERY FEE FOR? HOW MUCH IS THE HANDLING FEE?

The rate handling fee is Variable and it is only applicable to normal Materials. For Paid Materials, they are fully paid for and there are no additional charges to deliver the Paid Materials.

Handling fee covers the delivery, material, labour and logistics cost to support the sampling service. You can redeem up to 4 different Materials in each checkout and it is likely that you will find Materials bundle with larger supply (up to 1-week supply) on Materialstore.com.

HOW HOW DO YOU SHIP MY ORDERS?

All your orders are sent via Singapore Post Limited (SingPost).

HOW DO I MAKE PAYMENTS USING RAZORPAY ? HOW DOES IT WORK?

Razorpay  is the easiest way to make payments online. While checking out your order, you will be redirected to the Razorpay  website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Razorpay  payment, a payment advice will be automatically generated to Materialstore.com system for your order.

It’s fast, easy & secure.

WHAT ARE THE PAYMENT METHODS AVAILABLE?

At the moment, we only accept Credit/Debit cards and Razorpay  payments.

CAN I PAY USING RAZORPAY WITHOUT A RAZORPAY ACCOUNT?

Yes! It is commonly misunderstood that a Razorpay account is needed in order to make payments through Razorpay. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

Without a Razorpay account, all you need is any Debit/Credit card stated below that is supported by Razorpay.

By using Razorpay, we can process & deliver your orders to you in a shorter time. Razorpay is the easiest & most secure way to make payment online. No account needed.

For more details, click here to see how Razorpay works for you.

HOW CAN I USE MY REMAINING ACCOUNT CREDITS?

We are in the process of removing the option to pay for your orders by ‘Account Credits’. If you have remaining credits in your account, it will be used to pay for your next checkout. If there are insufficient credits, the system will direct you automatically to pay the balance via Razorpay.

WHY MUST I MAKE PAYMENT IMMEDIATELY AT CHECKOUT?

Material ordering is on ‘first-come-first-served’ basis. To ensure that you get your desired Materials, it is recommended that you make your payment within 60 minutes of checking out.

HOW MANY PAID MATERIALS CAN I REDEEM?

Due to the limited quantity, each member’s account is only entitled to 1 unique Paid Material. You can check out up to 4 Paid Materials in each checkout.

WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)

We take such matters very seriously and will look into individual cases thoroughly. Any material that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected Material and your D.O (Delivery Order) to us at help@Elecload.com (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

  1. In the event of damaged Materials received, we will require photo proof of the affected Materials and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the Material to you at no cost, subject to availability. In light of this, any Material that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at help@elecload.com
  2. In the event of lost mail, we will try to locate the delivery team in Singpost and if there’s a clear indication that your order is indeed lost, we’ll re-send the order to you at no cost, subject to availability.

WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG MATERIAL/MISSING MATERIALS?

We take such matters very seriously and will look into individual cases thoroughly. Any material that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected Material and your D.O (Delivery Order) to us at help@elecload.com (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

  1. In the event that the Material you’ve received is unsatisfactory in any way you perceive, we will require photo proof of the Material and your D.O (Delivery Order) as well and you may be required to send us back the Material for close inspection and review before a decision is made to re-send a Material to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.
  2. In the event that you receive an expired product, we will require clear photo proof of the Material and its expiry date for close inspection and review before a decision is made to re-send a Material to you at no cost, subject to availability.
  3. In the event that you’ve received the wrong Material, we will require photo proof of the wrongly sent Material and D.O (Delivery Order) and after reviewing, we’ll resend the correct Material to you at no cost, subject to availability.
  4. In the event you’ve received your order with a missing Material, we will require you to email us clear photo proof of your D.O (Delivery Order) to help@elecload.com and after which, kindly give us a call at (+65) 68440092 and our customer service officer will attend to you to find out more before a decision is made to re-send the missing Material to you at no cost, subject to availability.

I AM HAVING PROBLEMS ACCESSING ELECLOAD. SOME OF THE PAGES LOOK WEIRD. AM I USING THE RIGHT BROWSER?

As Elecload uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Elecload:

  1. Microsoft Internet Explorer Version 10 onwards.
  1. Mozilla Firefox Version 10 onwards.
  1. Google Chrome Version 12 onwards.

In addition, please ensure that your Javascript and Cookie is enabled on your browser.