FAQ

Your Online Account

  • Is the account that I created on the website the same as my Rewards Program membership account?

    Unfortunately, the two accounts are separate. Your online account helps you to manage your online orders, but it does not contain any details of your membership in our Rewards Program, if you had signed up for it.

    If you have any questions about your Rewards Program membership, you can visit the FAQ section of our Rewards Program here.

  • Do I need to create an online account to place an order?

    No, you do not need to create an account on our website to place an online order with us. There is a “Checkout as Guest” option that you can select when placing your order.

    However, creating an account has its advantages, such as allowing you to save certain information, like delivery and billing addresses, that you can use for future purchases. Having an account also lets you make the most of the features of the website, such as “Wish List”, and viewing your Order History.

  • What do I do if I forgot my password?

    If you have forgotten your password, just click on the “Forgot My Password” link on the log-in page, and you will receive an email with instructions on how to reset your password.

  • Am I able to view my online order history?

    You can view your order history only if you have signed up for an account on our website. The orders displayed in your online account are the ones that were made after the account was created.

  • Is my personal data safe?

    Your personal data and privacy is important to us, and we are committed to protecting the personal data that you have entrusted to us. To understand how we collect, use, share and protect your personal data, please refer to our Privacy Policy section.

 

Ordering

  • Am I able to change my online order after it has been submitted?

    If you need to change the details of your order, such as delivery address, you can email us at email@cathayphoto.com.sg, along with your Order Number, and the detail(s) that you would like to change.

    We will try our best to make the change, provided that the order has not been despatched. Whether or not the change is successful, we will respond to you in email.

  • What if it is too late for me to change my order?

    If your order is already on its way to you, please refer to our “Refunds and Exchanges” section of our FAQs.

  • I had added an item to my shopping cart, but now it says this item is unavailable. Why is that so?

    Items that have been added to your shopping cart are not reserved for you until your order is completed. While they are in your shopping cart, they are still available for other customers to purchase.

  • What is a “Wish List”?

    The “Wish List” is a feature on our website that allows you to save items that you are interested in but not ready to purchase. Please remember though, that while the item is saved in your Wish List, it is not being reserved for you, and its current price and promotion (if any) are still subject to change, like all other items on our website.

    In order to use the “Wish List” feature, you will need to create an account on our website.

  • What if the item that I want to purchase is currently out of stock?

    If the item that you are interested in is out of stock, you can select “Notify me when it’s in stock” and provide us with your email address, so that we can get in touch with you via email when the item is back in stock.

 

Payments

  • What are the payment methods available?

    All payments for online orders are made through Stripe, an online payment platform that accepts all major debit and credit cards (Visa, Mastercard and American Express).

  • How will the charge appear on my credit card statement?

    The charge will appear on your statement as “Cathay Photo”.

  • Which currency will be charged on my card?

    All transactions are charged in Singapore Dollar only.

  • Is my credit card information safe?

    Yes, you can rest assured that your credit card information is safe in the hands of our payment processing partner, Stripe.

    Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1, which is the most stringent level of certification available in the payments industry.

  • When will I be charged for my order?

    You will be charged immediately after you have confirmed the purchase.

  • Do I have to pay a deposit for pre-order?

    We require 50% deposit for pre-order. It gives you priority in order fulfilment when the product is available. Your deposit is non-refundable unless we are unable to fulfil your pre-order due to limited supply from the manufacturer.

  • Do you charge GST?

    Cathay Photo is a GST-registered business in Singapore therefore GST is applicable on all sales of goods and services made in Singapore.

    Cathay Photo offers GST refund for tourists in Singapore. Please refer to Eligibility for the Tourist Refund Scheme for more information.

 

Store Pick-Up

  • Is “Store Pick-Up” free for all my online orders?

    Yes, the Store Pick-Up service is free for all your online purchases, and no minimum spend is required.

  • If I select “Store Pick-Up” for my order, when and where can I collect it?

    Once we received your order, we will have it processed within three (3) working days. You will receive a confirmation email from us thereafter, informing you that your order is ready for pick-up.

    At this time, all “Store Pick-Up” orders can only be collected from our Peninsula Plaza store. The store address and operating hours are as follows:

    Cathay Photo Store (Pte) Ltd
    111 North Bridge Road
    #01-04 to 08 / #01-11 to 14 Peninsula Plaza
    Singapore 179098
    Tel: +65 6337 4274 / +65 6338 0451

    Operating Hours:
    10am to 7pm, Mondays to Saturdays
    Closed on Sundays and Public Holidays

  • How does the Store Pickup service work?

    Upon receiving your order, we will process your order within 3 working days (Mon – Fri, excluding Public Holidays). A confirmation email will be sent to you once your order is ready for pick-up at our Peninsula Plaza retail store.

  • What time can I collect my order from the store?

    You can collect your order any time during the operating hours of the store, as stated above.

  • How do I collect my order at the store?

    Please present your confirmation email at the cashier counter, or approach any of our retail staff for assistance. The email confirmation can be shown on your mobile phone or as a print-out. Please ensure that the name on your email matches the name on your order.

  • Can someone else collect my order for me?

    Yes, you can authorise someone else to pick up your order for you – simply forward your confirmation email to the authorised person so that he/she can show it as proof of purchase when they are in store.

  • How long will the store hold my order?

    From the date of notification that your order is ready for collection, the store will hold your order for 7 days.

  • What if I don’t collect my order within 7 days?

    If your order is not collected within 7 days, we will refund the order total and will send you an email to confirm that the order has been cancelled and refunded.

 

Delivery

  • Do you provide local delivery for my online order?

    Yes, we provide delivery to all addresses in Singapore, except for PO boxes addresses and restricted areas such as military camps, airport passenger terminals and cargo complexes, PSA ports and shipyards, Jurong Island, etc.

  • What is the fee for local delivery?

    The standard delivery fee for local addresses is S$10, for all orders below S$200. Delivery is FREE for orders above S$200, which will be automatically applied at checkout.

  • Do you provide delivery for international orders?

    For international orders, please email us at email@cathayphoto.com.sg for a quotation on the shipping fee.

  • How will my order be delivered?

    Your order will be delivered by our in-house delivery team or our selected delivery service providers.

  • When will my order be processed?

    Your orders will be processed and packed during the operating hours of our warehouse team which is 9am to 6pm Monday – Friday (excluding Public Holidays).

  • How fast will my order be delivered locally?

    Your orders will usually be processed within three (3) working days.

    After processing your order, we will send you an order confirmation email and deliver your order on the next working day.

    There may be cases when your order will be delayed due to verification protocols. For such cases, we will inform you of the delay.

 

Returns and Exchanges

  • Can I return an item that I have purchased online?

    Yes, if you have a change of mind, you can return the item to us within seven (7) days from the date of purchase, provided that it meets our return criteria, as set out in our Return and Exchange Policy. A refund will be made to you through the same mode that you had made your payment in.

    Please refer to our Return and Exchange Policy for full details of our return process.

  • Can I exchange an item that I have purchased online for another?

    Yes, you can exchange your purchased item (“the first item”) for another item (of equal or higher value) within seven (7) days from the date of purchase, provided that all our return criteria, as set out in our Return and Exchange Policy, are met.

    Please refer to our Return and Exchange Policy for full details of our exchange process.

  • Does the Return and Exchange Policy apply to all products available in your online store?

    The Return and Exchange Policy does not apply to DJI products. All returns, refunds, replacements and warranty repairs of DJI products are subject to the terms and conditions in DJI’s After-Sales Service Policies. We shall not be held responsible or liable for any decision made by DJI, which is in their sole and absolute discretion.

    To request for a return, refund, replacement or warranty repair of your DJI product, please approach DJI’s online support for a diagnosis of the issue(s). After obtaining their approval, you may contact us or DJI directly to proceed with the return, refund, replacement or warranty repair (as the case may be).