Delivery Policy

Effective Date: 1st Nov 2025

Thank you for shopping with POPCRAFT (“we”, “our”, or “us”).
This Delivery Policy outlines how orders are processed, shipped, and delivered when you purchase through our platform.

1. General Overview

POPCRAFT is an online marketplace that connects independent creators and small businesses (“Sellers”) with buyers.
Delivery methods, fees, and lead times may vary depending on the Seller’s location, the item purchased, and the delivery destination.

We strive to ensure all deliveries are handled efficiently and securely.

2. Processing & Delivery Time

  • All items on POPCRAFT are handmade, premade, or custom crafts.
  • Sellers require time to prepare and package each order, so delivery times vary by seller and item.
  • Each product listing will clearly indicate the estimated preparation and shipping timeframe (e.g., “Ships within 5–10 business days”).
  • Buyers are responsible for checking the estimated delivery timeframe before placing an order.
  • If multiple items from different sellers are purchased in a single order, each seller may ship separately, with their own processing times and couriers.

3. Shipping Methods

Sellers on POPCRAFT may use one or more shipping options, Buyers will be notified of the available methods during checkout.

4. Delivery Timeframes

  • Delivery timelines are estimates only and depend on the seller’s preparation and the courier used.
  • Delays may occur due to production complexity, seller location, courier issues, customs (for international shipments), or public holidays.
  • Sellers should provide tracking information where available, but actual delivery times are not guaranteed.

These are estimated times only. Delays may occur due to weather, customs, or courier constraints.

5. Shipping Fees

  • Shipping fees are calculated based on weight, size, destination, and seller location.
  • Final fees are displayed at checkout before payment.

Buyers are responsible for any applicable customs duties, import taxes, or clearance fees for international orders.

6. Tracking

  • Once shipped, sellers must provide a tracking number (where available).
  • Buyers can monitor delivery status directly through the courier’s website
  • Tracking updates may take up to 24–48 hours to appear after shipment.

7. Delivery Issues and Lost Parcels

  • If a parcel is delayed, lost, or damaged during transit, the buyer should first contact the seller directly via the platform’s messaging system.
  • Sellers should cooperate in filing a claim with the courier and resolving the issue.
  • POPCRAFT may assist in mediating disputes but is not responsible for courier delays or loss once the item has been handed over for shipping.

If the seller fails to provide proof of shipment, we reserve the right to refund the buyer and withhold payment to the seller.

8. Incorrect Address / Failed Delivery

  • Buyers are responsible for providing accurate delivery details.
  • If a parcel is returned due to incorrect address, failed delivery, or uncollected package, re-delivery fees may apply.
  • Sellers are not obligated to resend items free of charge in such cases.

9. International Customs & Duties

  • Buyers outside Singapore are responsible for all customs-related charges.
  • Customs regulations vary by country; delays due to customs clearance are beyond our control.
  • Sellers should declare goods truthfully in accordance with export regulations.

10. Damaged Items Upon Arrival

If an item arrives damaged or defective, buyers should:

  1. Take clear photos of the item and packaging within 48 hours of receipt, and
  2. Contact the seller immediately via the platform’s message system.

Sellers may offer replacement, repair, or refund options based on their individual store policy.

11. Split Shipments

If an order includes multiple items from different sellers, each seller may:

  • Ship separately with their own courier,
  • Provide individual tracking numbers, and
  • Have different delivery timelines.

This is normal for multi-seller marketplace orders.

12. Delivery Restrictions

Some items cannot be shipped internationally due to:

  • Legal or customs restrictions,
  • Fragile or hazardous materials, or
  • Size/weight limitations.

Sellers are responsible for ensuring compliance with shipping regulations.

13. Updates to This Policy

We may modify this Delivery Policy at any time.
Changes take effect immediately upon posting on our website.
Your continued use of the platform after updates means you accept the revised terms.