FAQ for Shipping and Delivery

When will I receive my order?

Please note that all time estimates for shipping and delivery will depend on your selected shipping address, delivery method (where available), and also the date and time on which your order was placed.

For all deliveries, you may receive a call or SMS from our courier partner when they are on their way or have arrived at your shipping address. If you are not available at the time of the delivery attempt, our courier partner will arrange for a re-delivery at another time. We may also provide you with the tracking number for your order (where available), and you may thereafter track your order (whether through the Entity Health or through our courier partner’s website).

For all shipping addresses not in Singapore, we currently only offer one delivery method option, and deliveries may not be made on weekends and/or public holidays.

Singapore

For shipping addresses in Singapore, if you have chosen standard shipping, you can expect to receive your order within 2 to 4 business days of receiving our order confirmation email. You will be able to track your order using the link that is sent to you in the order confirmation email.

If you have chosen next-day shipping and your order was placed before 3 p.m., you will receive your order the next day (including Saturday, but excluding Sunday and public holidays). If you place your order on a Saturday or Sunday, you will receive your order on the coming Monday. If your order was placed after 3 p.m., you will receive your order the following day.

Australia

For shipping addresses in Australia, depending on which state or territory the products are to be delivered to, you can expect to receive your order within 3 – 5 business days of receiving our delivery confirmation email.

Hong Kong

For shipping addresses in Hong Kong, depending on which state or territory the products are to be delivered to, you can expect to receive your order within 2 – 4 business days of receiving our delivery confirmation email.

All other countries

Below are some estimated delivery times for the countries we ship to:

CountryEstimated Delivery (Business Days)
Brunei2 - 4
Canada5 - 7
China (excluding South China)3 - 5
South China10 - 12
India4 - 6
Indonesia2 - 4
Japan3 - 5
Macau2 - 4
Malaysia1 - 3
New Zealand3 - 5
Phillipines2 - 4
Qatar8 - 10
Saudi Arabia8 - 10
Taiwan2 - 4
Thailand2 - 4
United Arab Emirates8 - 10
United Kingdom (except Wales)6 - 8
United States of America5 - 7
Vietnam2 - 4
If your country is not listed in the table above, and you would like to know the estimated delivery time(s) for your order, please do contact us at info@entity-health.com.
What are your delivery fees?

Delivery fees are usually calculated and shown to you at the checkout page, and before you confirm your purchase order. Delivery fees are calculated based on your selected shipping address and delivery method (i.e. standard or express), amongst others. Please do therefore refer to the checkout page for the estimated delivery fees for your order(s).

We may also provide you with free shipping if your total order satisfies our minimum order value. This minimum order value only applies to the cost of your purchase before GST or VAT, and after any credit rebates, discounts or vouchers have been applied.

We currently offer free shipping for the following countries (for orders not exceeding 0.5 kg):

CountryMinimum Order Value
SingaporeSGD 100

If you are not eligible for or do not select free shipping, then the estimated delivery fees payable by you will be calculated automatically at your products checkout page.

Do you ship internationally?

We ship orders to all countries, except the following: Burma (Myanmar), Cuba, Iran, Somalia, Sudan, Republic of South Sudan, Lebanon, Syria, Temen and North Korea. This list is not exhaustive. We will inform you if our courier partner is unable to deliver the products to your shipping address.

For Singapore we currently ship to all areas, except: Off-shore Islands such as Pulau Ubin and Jurong Island, Tuas Link, free trade zones, Changi Cargo, Airport Boulevard, all airport areas including areas within Changi Airport and Seletar Airport, Country Clubs, Army Camps, Seletar Aerospace, Turf Club Avenue, Singapore Prison Quarters, Airbase sites, SATS Inflight Catering Centre 1, ST Kinetics, Shipyards, Powergrid.

I missed a delivery! What do I do?

If our courier partner fails to reach you at your specified shipping address, our courier partner will leave you a message or give you a call. A re-delivery will be made after arranging a convenient time with you.

Our courier partners may make a maximum of two delivery attempts. If our courier partner is unable to deliver the products to you after two delivery attempts, then the products may be returned or disposed of by our courier partner. Please do kindly ensure that you are therefore able to receive your delivery at the scheduled time.

Can I cancel/change/return/exchange/refund an order?

Unfortunately, orders cannot be cancelled, returned, exchanged or refunded. We apologize that we are also unable to change the items in your order once it has been processed.

If you receive an item which is damaged or expired, or if you received items which are different from what you ordered, please contact us immediately at +852 5801 0018 (HK) or +61 3 9737 4355 (AU) or +65 6715 1502 (SG).

FAQ for Orders and Payment

What foreign currencies can I purchase with?
We currently offer purchases in Hong Kong Dollars (HKD), Singapore Dollars (SGD) and Australian Dollars (AUD). All other currencies displayed on our website are indicative only and are based on our HKD pricing.
How do I place an order?

First time shopping with Entity? Placing an order is easy!

  1. For the products you wish to purchase, select the product option (if applicable) and the quantity (select your preferred currency, so that product prices are displayed in your currency of choice).
  2. Click ‘Add to Cart’.
  3.  You can either continue shopping, or if you have decided on your purchase(s), click on the cart icon on the top right corner.
  4. Select your preferred delivery method (Standard Shipping or Next-day Shipping).
  5. Click ‘Checkout’.
  6. You will be asked to provide your billing information and shipping address and register an account with us. If you are an existing customer, click “Already Registered” to log into your account. Your shipping address and billing information will automatically apply to your order.
  7. If you have a promo code, enter your code on this page.
  8. Before clicking on 'Place Order', be sure to:
    • Review your delivery address and choose your payment method
    • Confirm total amount

Your order is final once payment has been processed. Therefore, it is important to check that your order is accurate before you click on "Place Order".

After checking out, you will receive an Order Confirmation email with your order details. You will also receive an Order Packing email when your order is being packed. An order tracking link will be sent to you in this email to enable you to track your order, where available.

What are the payment methods available?

To bring you the best online shopping experience, we offer multiple payment methods:

  • MasterCard
  • Visa
  • American Express
  • Alipay
Why doesn't my payment go through?

You may be facing difficulties with making payment because of the following reasons:

  1. Pop Up Blocker
    Please ensure that the settings for POP-UP BLOCKER for browser is set to OFF. Otherwise, the relevant transaction pages from the banks cannot be displayed and your transaction will not be processed.

  2. Card Details Entered Incorrectly
    Please try again and enter your details exactly as they appear on your card.
  3. Session Time Out
    Please refresh the page and try again. Do note that the payment will not go through and no amount will be deducted.

If the problem still occurs, please email us at sales@entity-health.com or call us at +852 5801 0018 (HK) or +61 3 9737 4355 (AU) or +65 6715 1502 (SG)

What will the duties and taxes on my order be?

Import taxes, customs duties (or customs tariffs) and fees are set by your country’s customs authorities and is determined based on a combination of the country of origin or manufacturing of the product being purchased and the classification of the product in accordance with a harmonized system adopted and used by the country. Goods and Services Tax (GST) and Value Added Tax (VAT) rates are also set by your country.

You are responsible for ensuring that the product can be lawfully imported to your country. Orders shipped by us may be subjected to import taxes, customs duties, fees, GST or VAT (collectively “Delivery Taxes”) levied by the destination country. You are required to pay Delivery Taxes directly to your customs authorities or to our courier partners upon delivery, except if your order is to be delivered in Singapore or Australia, in which case we may assist you to estimate the Delivery Taxes payable by you. This will be calculated and shown to you at the checkout page.

Our courier partner may not be able to deliver the products to you if you refuse to pay the Delivery Taxes upon your receipt of the products.

Are there any additional costs that will be due upon receipt of my order?

For orders to be shipped to Singapore or Australia, in the event that customs regulations and tax rates applicable to the product changes between the date the taxes and duties were calculated and the applicable taxes and duties on the date of import into your country, resulting in additional charges, these additional charges for customs clearance must be fulfilled by you.

If your selected currency for payment is HKD, SGD or AUD, you will be provided with and charged an order total in your selected currency. For all other selected currencies, your credit card (or other selected payment method) will be debited in HKD. For all online transactions, the process of conversion and the exchange rates applied will be determined by the relevant payment processing intermediary/ the respective card associates (namely Visa Inc. (Visa) or Mastercard International (Mastercard) ) and not by us. As such, you may be subjected to additional foreign transaction fees, administrative fees and/or currency conversion fees by your bank or credit card service provider. The payee reflected on your statement will either be Entity Health, or our payment partner, Stripe.

FAQ for Account

I've forgotten my password!
If you have forgotten your password, click on “Forgot your password?” button in the Log In page. Enter your email address and click on the "Reset password" button to receive a new password sent to the email address specified.

FAQ for Members

Why should I create a member account?

Members get to enjoy the following exclusive benefits:

  • Regular: a 5% credit rebate on all regular priced purchases
  • Bulk: a 10% credit rebate for any product/bundle SKU with 3 or more quantities purchased in a single order
  • First-Time: a one-time 20% credit rebate, valid for all products/ bundles but limited to 1 purchase per product SKU
  • Birthday: a 20% credit rebate for the first purchase made during your birthday month, valid for all products but limited to 1 purchase per product SKU
  • For First-Time, Birthday and Bulk order(s), Regular and Bulk credit rebates will also apply to all other purchases not already subjected to the higher applicable Rebate Rates
  • Access to other promotions and discounts exclusive to members only
  • Access to our enriching health tips
  • Updates on new Entity products and activities
How do the rebates work?

As a valued member, you will receive a credit rebate that is equal to 5% (or more) of the value of your order after discounts and credits have been applied, and excluding shipping and tax charges. You will receive additional credit rebates on your first purchase to welcome you onboard, on your birthday, and during other member exclusive promotions. Watch out for our email alerts!

Remember to verify the email address used to create your Entity member account, as your credit rebates will only be credited after your account is verified and after your current order has shipped.

Your credits are valid for up to 90 days from the date of purchase.

Rebates can only be redeemed and applied to purchases made in the same currency. For example, rebates earned in SGD can only be redeemed and applied on other orders made in SGD. If you decide to pay in an alternate currency, you may not be able to apply any credits to your purchase, or you might forfeit your accumulated credits. If you need any clarifications, please do contact us before changing your account’s selected currency.

How are rebates calculated?

All Entity webstore shoppers will enjoy credit rebates.

Generally speaking, credit rebates are calculated by multiplying the Rebate Rate* of a purchase by the total purchase price of the product, after applying rebates and/or any other discounts applicable. Rebates are not earned on, and cannot be redeemed against, tax and shipping charges (if any). For instance, if your purchase costs $100 and the Rebate Rate is 5%, then you would accrue rebates of $5.

*The Rebate Rates are:

  • Regular: a 5% credit rebate on all regular priced purchases
  • Bulk: a 10% credit rebate for any product/bundle SKU with 3 or more quantities purchased in a single order
  • First-Time: a one-time 20% credit rebate, valid for all products/ bundles but limited to 1 purchase per product SKU
  • Birthday: a 20% credit rebate for the first purchase made during your birthday month, valid for all products but limited to 1 purchase per product SKU
  • For First-Time, Birthday and Bulk order(s), Regular and Bulk credit rebates will also apply to all other purchases not already subjected to the higher applicable Rebate Rates.

If you redeemed your rebates earned on previous orders and applied them on your current order, and your current order consists of products with different Rebate Rates, the rebates accrued on your current order will be calculated based on the total rebates earned after accounting for rebates redeemed:

Illustration

Where:

Total price of current order = $200
Redemption applied = $20
Rebate rate is 5% for 1 product with a total cost of $100
Rebate rate is 10% for 3 identical products with a total cost of $100

Rebate accrued for current order:
[(100x5%) + (100x10%)] x [(200-20)/200] = $13.50

Your credits are valid for 90 days from the date of purchase. Rebates are automatically redeemed from the ones that are expiring first. Expired credits cannot be redeemed.

You can check your available credits on your Member Dashboard. Remember to use your credits before they expire!

What do available, pending, and expired mean in relation to credits?

Credits available - The amount based on transactions that have been approved (completely). Available credits may be applied towards purchases.

Credits pending - Rebate amounts that have been reported after a transaction is submitted by a member. Entity Health generally applies credits to accounts after orders have been fulfilled. After orders are fulfilled, "pending" credits become "available" credits and the 90-day expiration date begins. Entity reserves the right to cancel credits accrued in response to cancelled orders, chargebacks, returned products or other related issues.

Credits expired - Credits that have not been used 90 days after they are credited to a member's account as Credits available. Unfortunately, we do not accept any request for extension of the validity of the credits.

Others

Are all Entity products halal certified?

All Entity products are halal certified except for LiviUp™.

How can I get in touch with customer service?

Our team is here to help. Email info@entity-health.com or call +852 5801 0018 (HK) or +61 3 9737 4355 (AU) or +65 6715 1502 (SG).

What is CGMP?

CGMP refers to the Current Good Manufacturing Practice regulations used and enforced as a globally harmonised system all around the world.

CGMPs provide for systems that assure proper design, monitoring, and control of manufacturing processes and facilities. Adherence to the CGMP regulations assures the identity, strength, quality, and purity of drug products by requiring that manufacturers of medications adequately control manufacturing operations. This includes establishing strong quality management systems, obtaining appropriate quality raw materials, establishing robust operating procedures, detecting and investigating product quality deviations, and maintaining reliable testing laboratories. The "C" in CGMP stands for "current," requiring companies to use technologies and systems that are up-to-date to comply with the regulations.

We are proud to confirm that Entity is CGMP compliant which assures our products meet their quality standards so that they will be safe and effective for consumers.