Learn more about our delivery fees by checking our FAQ here. Delivery fees only cover the expense of getting your item from us to you and do not include the duty tax imposed by your local customs.
We will declare the product at the lower retail or resale price when processing deliveries. Unless delivery protection is added to your purchase. See sample scenarios below:
- If you purchase a product at 1200 SGD (retail price is 220 SGD), we will declare your delivery at 220 SGD.
- If you purchase a product at 180 SGD (retail price is 200 SGD), we will declare your delivery at 180 SGD.
- If you added delivery protection and declared the product at 200 SGD, we will declare the delivery at 200 SGD
Note: If the recipient refuses to pay the duty tax, the courier will trigger a return to origin after 48 hours. Thus, we will cancel and refund the transaction minus the cost incurred for the overall shipping process. Please make sure to check our T&C before confirming your purchase to set proper expectations.
As soon as the parcel is collected from our warehouse, FedEx tracker will automatically update. You may check their tracking guide here to understand the status of your parcel.
What is the Shipping Plan to arrange the deliveries to our buyers?
- FedEx International Connect Plus (FICP)
- China, Hing Kong, Singapore, Malaysia, South Korea, Australia, Taiwan, Thailand, Japan
- FedEx International Priority Service (IP)
- All other lanes
What is the collection frequency for FedEx from Novelship warehouse?
FedEx will collect outbound parcels from the Novelship facility on a daily basis.
What are the hours of delivery?
FedEx generally makes deliveries from 8 AM to 8 PM, Monday-Friday; and on Saturday and Sunday for residential deliveries. If you got a message that says FedEx will deliver your package by end of the day, that means your package should arrive before 8 PM on the delivery date.
Do I get a notification before the delivery?
Yes. Before delivering your parcel, FedEx will send you a notification via email. The email will initially inform you regarding the locker placement of the parcel. However, on the bottom part of the email, there will link for you to choose whether you wanted to have the parcel delivered to your address or collect them from the locker. Please make sure to respond to the email or complete the action required to avoid delays with your delivery.
Should you wish to collect your parcel, you may refer to the store opening hours here.
What happens if I missed the delivery or the delivery attempt failed?
FedEx will paste a door tag, it is a notification left at your shipping address if you are not home to receive a package. The door tag number is associated with your package's original tracking number and gives you easy steps to locate your package.
You may check more details here.
What is the delivery time frame?
FedEx will deliver your parcel within 1 to 3 working days. Please note that this will be depending on your location. Delays may occur depending on the volume of delivery or inevitable circumstances that is out of their control.
What is FedEx end to end processes?
Step 1: FedEx conducts a shipment picked up at Novelship Facility
Step 2: Parcel processing at the origin FedEx facility
Step 2: Processing customs clearance
Step 3: Notify the buyer of the duty/tax to complete the customs clearance
Step 4: International shipment release – Import
Step 5: Parcel sorting at destination FedEx sort facility
Step 6: Delivery
What to do if my parcel has been damaged or declared lost by FedEx?
If a parcel arrives damaged, take photos of the condition of the parcel. The outside packaging of the box, the damaged area of the box, and the product condition inside the box must all be photographed. Please be advised that Novelship keeps photo evidence of the parcel before it was arranged for outbound deliveries.
Contact Novelship following our guides What is needed to process an investigation for Buyers?. You may also refer to Protection & Compensation for Logistics Issues.
For immediate assistance, kindly contact FedEx using the below information.
https://www.fedex.com/en-us/customer-support/contact-us.html
Transporting goods carries an inherent risk, but our Delivery Protection is there to give you added security. Check it!
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