Frequently Asked Questions
1. Official Website Return & Exchanges:
Official Website Returns, Refunds & Exchanges:
- All returns, refunds, & exchanges must be approved by the customer service department. Please do not ship products back to our warehouse without prior communication, as you will need to cover the cost of return shipping.
- Exchanges: If you receive a defective product, you must contact us within 14 days to receive a new device. We will not exchange products damaged due to personal use. All exchanges are subject to an S$8.99 restocking fee plus taxes. Domestic (Singapore) exchanges will be provided with a FREE prepaid shipping label. International exchanges, including those outside Singapore, must pay for shipping both ways (tracking is mandatory). We may require proof of purchase and images/videos of the issue before approval.
- Returns: Due to COVID-19 and overall health and safety concerns, we will not be accepting any returns that have been opened or used. Products must be in their original condition to be accepted & processed.
There is a 40% restocking fee for all returned products.
2. ALL SALES ARE FINAL (Unless approved by the customer service Department)
- Damages: Royale Singapore is not liable for any products damaged or lost during shipping. If you received your order damaged, or if the package was lost, please contact us and we will file a claim with the responsible shipping company. Until we receive a final response from the shipping company about the claim, there will be no re-shipment, return, refund, or exchange. These claims can take from a few days up to more than 30 days as they investigate. Once we have the final outcome on the claim, we will forward any relevant information and arrange for a new shipment. Not all cases result in a new shipment or product. The final decision from the shipping company is conclusive. If you claim the package was stolen from your property, we will require an official police report before proceeding with the claim.
3. Vendors (Authorized Retailers) Returns, Refunds & Exchanges:
- All Royale Singapore vendors, stores, and retail locations are independently owned and operated. Each location has its own store policies regarding sales, returns, exchanges, and warranties. All sales, returns, exchanges, and warranties are subject to their own policies and are not part of the company or brand belonging to Royale Singapore.
You must return to or contact the original location in all these situations.
For further information or assistance, you may contact our customer care team at csr@infinitygoldltd.com
4. Customer Service Contact Information
- E-Mail: csr@infinitygoldltd.com
- Hours: Monday – Friday: 10:30 AM – 6:00 PM (GMT)
5. Shipping Policy
The following are the terms and conditions that constitute our Shipping Policy.
- Domestic Shipping Policy: All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. Shipping charges for your order will be calculated and displayed at checkout.
If we experience a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
- International Shipping Policy: Shipments outside of Singapore are subject to different delivery schedules and can take up to 30 days for delivery depending on the country, customs, tariffs, shipping service delays, handoffs, etc.
All shipments outside of continental Singapore will have taxes & duties added to shipping. This includes international shipments, which are a flat rate of S$50.
- ADDITIONAL KEY SHIPPING INFORMATION: Delivery delays can occasionally occur. Delays due to COVID-19, holidays, unforeseen weather, equipment failures, acts of god, etc., are the sole responsibility of the shipping service. All claims by the customer should be directed to their attention. You may not cancel or ask for a refund due to their mistakes.
Shipments to P.O. boxes or APO/FPO addresses: Royale Singapore ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses.
Shipment Confirmation & Order Tracking: You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours. If you do not receive a confirmation, please contact our customer service department.
Customs, Duties, and Taxes: Royale Singapore is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). Please reach out to us before shipment if you have any questions or concerns.
6. Warranty Information:
- WITH receipt / proof of purchase: S$39.99 – (Coupon codes not allowed)
- WITHOUT receipt / proof of purchase: S$49.99 – (Coupon codes not allowed)
- LIFETIME WARRANTY CARDS: If you have a lifetime warranty card, it acts as your receipt when submitting a warranty claim. Without this card or receipt, there will be an additional charge of S$10. Lifetime warranty cards issued before 2016 are valid, however, we no longer accept past warranty discounts. The cost of the warranty is S$39.99 for all Royale Singapore customers, with no exceptions.
IMPORTANT WARRANTY INFORMATION (3rd Party Vendors):
If you purchased our product at a mall kiosk or store, you need to return to the original purchase location to exchange or return the product. The kiosks/stores are independently owned & operated and have their own return/warranty policies that differ from ours, the manufacturer.
IN PERSON EXCHANGE:
Picking up locally from our warehouse is allowed but not recommended due to COVID-19 policies. Please be advised that in-person pickup has the same cost and fee as regular shipping.
If the kiosk is closed or you cannot return, we still want to help you. Please use this link to submit a warranty claim so we can issue you a new product. NOTE: By using our warranty services, you agree to our warranty policy & costs.