Question 1

1. What is the return policy?

Accepted Answer

Any return has to be done within 7 days, starting from the date which you received your product. For more information, please click here.

Question 2

2. What is the refund policy?

Accepted Answer

We generally do not process cash refunds if you are not satisfied with your purchase for any reason. However, you may return it to us for an exchange or refund with store credits if the product is found to be defective or damaged. For more information, please click here.

Question 3

3. What are the shipping options?

Accepted Answer

For delivery within Singapore, the shipping rates are as follow:

Orders below $100 - $3.90
Orders between $100 to $200 - $5.90
Orders above $200 - Free

Question 4

4. When will I receive my order?

Accepted Answer

Your order, once processed, will be delivered to you within 2-5 working days (excluding weekends and public holidays).

Question 5

5. What should I do if I do not receive my order?

Accepted Answer

If you do not receive your order 1 week after receiving your shipping notification from us, please contact us at connect@naturalinstinct.com.sg with your order number and we will look into it for you.

Question 6

6. Can I make changes after placing an order?

Accepted Answer

Yes, you may make changes to your order if it has not been shipped. Please contact us immediately at connect@naturalinstinct.com.sg with your order number. Depending on the nature of your request, a 5% inventory restocking fee (based on the amount of your purchase) may be incurred. Please note that no change can be done to an order that has already been shipped.

Question 7

7. How do I track my order?

Accepted Answer

You will receive a notification from us when your order has been shipped. The notification will also include a tracking number which you can use to check the status of delivery.

Question 8

8. What happens if my order arrives late?

Accepted Answer

The delivery schedule is entirely dependent on our courier service partner. You should expect to receive your order within 2-5 working days once your order has been shipped. However, deliveries may be delayed and can take up to 2 weeks during peak seasons. Please note that we do not provide a money-back guarantee for any delivery method, other than our superior “fast forward” shipping option.

Question 9

9. Do you offer faster shipping options?

Accepted Answer

Yes! Please contact us at connect@naturalinstinct.com.sg to discuss more.

Question 10

10. Where are you located, if I wish to collect my order in person?

Accepted Answer

We do not have a fixed location. We are always moving around our sunny little island conducting educational yet thrilling and adventures outdoor programmes!

Question 11

11. Do you offer any gift options for orders?

Accepted Answer

Yes! We will provide complimentary gift wrapping and a simple message card if your order is meant as a gift for someone else. Please email us at connect@naturalinstinct.com.sg with your order number immediately, after you have submitted your order. Please note that no change can be done to an order that has already been shipped.

Question 12

12. Do you offer international shipping?

Accepted Answer

Yes! However, international shipping will be more expensive than domestic shipping as we partner with either DHL or FedEx for orders to be delivered outside Singapore. Please email us at connect@naturalinstinct.com.sg with the following details to get a quotation for your order:

1. Name of product(s)
2. Your Name
3. Country
4. Apartment or Suite Number
5. Full Street Address
6. City, State, and Zip Code

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FREQUENTLY ASKED QUESTIONS

1. What is the return policy?

2. What is the refund policy?

3. What are the shipping options?

4. When will I receive my order?

5. What should I do if I do not receive my order?

6. Can I make changes after placing an order?

7. How do I track my order?

8. What happens if my order arrives late?

9. Do you offer faster shipping options?

10. Where are you located, if I wish to collect my order in person?

11. Do you offer any gift options for orders?

12. Do you offer international shipping?

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