How do I place an order?
Simply browse the website, add desired items to your shopping cart, and proceed to checkout. Follow the steps to enter your shipping details and payment information to confirm the order.
What payment methods do you accept?
We accept major credit/debit cards (Visa, Mastercard, Amex) and selected digital wallets (e.g.Google Pay).
Can I modify or cancel my order after placing it?
Yes, your order can be modified or cancelled as long as the shipment has not yet been arranged.
Once the parcel has been packed and dispatched, we are unable to make any changes to the order.
How do I apply a promo code or discount?
Enter the valid promo code into the designated "Discount Code" box on the Shopping Cart or Checkout page and click "Apply" before finalizing your payment.
What are your shipping options and rates?
For International Orders: We offer several options with varying costs and delivery times. Examples include:
1. SingPost - International SpeedPost Express (Cheapest option)
2. FedEx International Priority (Best Value)
3. UPS Worldwide Express Plus (Fastest option).
Rates are calculated dynamically at checkout based on your destination and the order weight.
Do you ship internationally?
Yes, we offer international shipping to selected countries. Shipping costs and delivery times will be calculated at checkout based on the destination.
How long will delivery take?
Delivery times vary based on the service selected at checkout:
1. SingPost International SpeedPost Express: 6 to 10 business days.
2. FedEx International Priority: 4 to 6 business days.
3. UPS Worldwide Express Plus: 4 to 6 business days.
Note: These are business day estimates and exclude customs clearance time.
How can I track my order?
You have two options for tracking:
1. Via Our Website: Use the 'Track Your Order' link in the website footer and enter your order number.
2. Via Courier: Once your order is shipped, you will receive a confirmation email containing a tracking number and a direct link to the courier's tracking portal (SingPost, FedEx, or UPS).
What happens if my package is delayed, lost, or damaged?
Please contact our Customer Support team at retail.ecommerce@mandai.com immediately with your order number. We will initiate an investigation with the courier for delayed or lost packages, and arrange a replacement or refund for items damaged in transit.
What is your return policy?
Mandai Wildlife Reserve offers a 14-day return policy. You may request a return within 14 days from the date you receive your item. Please note that any shipping costs for the return will be borne by the customer.
How do I return a product?
To request for a return, you can contact us at retail.ecommerce@mandai.com. Upon confirmation from Mandai Wildlife Reserve, a return shipping label with shipping instructions will be given. Items sent back to us without confirmation from Mandai Wildlife Reserve will not be accepted.
How long does it take to receive a refund?
Mandai Wildlife Reserve offers a 14-day return policy. You may request a return within 14 days from the date you receive your item. Please note that refunds will be processed once we receive the returned item in good condition. If there are any delays with the refund, we will contact you directly.
Can I exchange an item?
Yes, exchanges are possible as long as the order has not yet been shipped. Once the parcel has been packed and dispatched, we are unable to process any exchanges.
Are there items that cannot be returned?
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care/hygiene goods (such as earrings and beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch by contact us at retail.ecommerce@mandai.com if you have questions or concerns about your specific item.
What are the main product categories available at Shop Mandai?
Our merchandise covers several key categories, including:
1. Plush (Toys, Pillow, Keychain)
2. Lifestyle Product (Food Souvenir, Drinkware, Raincoat)
3. Accessories (Bag, Cap, Jewelry, Keychain, Magnet)
4. Apparel (For Adult and Kids)
5. Stationery & Entertainment (Book, Games, Post Card, Stationery)
Are the product images accurate?
We strive for high accuracy, but please note that colors may vary slightly due to monitor settings and lighting. Detailed descriptions are provided to ensure you have complete product information.
How do I choose the right size or variation?
A detailed Size Guide is available on all apparel product pages. Please refer to this guide and the product description before making your selection.
Do products come with a warranty?
Our products do not come with a warranty.
However, if you encounter any issues upon receiving your item, please reach out to us immediately and we will be happy to assist.
Are your toys safe for children?
Yes, all children's toys meet relevant Singapore and international safety standards and are non-toxic.
How can I contact customer support?
You can reach us via our online Contact Form, or by emailing us directly at retail.ecommerce@mandai.com.
Do you offer live chat or phone support?
We currently do not offer live chat or phone support.
However, if you have any enquiries, you may contact us at retail.ecommerce@mandai.com, and our team will be happy to assist you.
Are Shop Mandai products available in physical stores?
Yes, our products are available in physical stores. However, some items are only available at specific outlets.