SHIPPING POLICY
XMASTER FITNESS PTE. LTD.
XMASTER FITNESS fulfils orders through a combination of Singapore-based inventory and selected pre-orders. In-stock items are dispatched from our Singapore warehouse. Selected pre-orders and bulk orders may be shipped directly from our partner factories in China.
Pre-order items will be clearly identified on the relevant product pages, together with their estimated delivery timeframe.
1 Order Confirmation and Response
We will acknowledge your order and respond to initial order-related enquiries within 1 business day of receiving your order.
Processing time begins once payment has been confirmed and we have received all information required to fulfil your order, including your delivery address and any applicable product specifications.
2 In Stock Orders
For non-pre-order items available in our Singapore warehouse, the estimated timeframes are:
Processing time: 1–3 business days.
Delivery after dispatch: 2–5 business days.
Estimated total delivery time: 3–8 business days.
The total delivery timeframe starts from payment confirmation and receipt of all required order information. Dispatch means that your order has been handed over to the delivery provider.
3 Pre Orders and Customised Products
Pre-order items will be clearly marked on the relevant product pages.
For standard pre-order items shipped from China to Singapore, the estimated timeframes are:
Processing and dispatch: Within 30 business days of payment confirmation and receipt of all required order information.
Delivery after dispatch: Approximately 20–30 calendar days, including international transportation, customs clearance and local delivery in Singapore.
Estimated total delivery time: Up to 30 business days for processing, followed by approximately 20–30 calendar days for delivery.
Customised, made-to-order and selected brand products may require longer processing or delivery times. The applicable processing, dispatch and estimated total delivery timeframes will be specified in your order confirmation and agreed with you before payment. Where a different timeframe has been expressly agreed, that timeframe will apply instead of the standard estimates above.
If your order is delayed beyond the delivery timeframe agreed at purchase, we will contact you with an updated estimate. You may agree to the revised timeframe or cancel the undelivered items for a refund, including any associated delivery charges, in accordance with our Returns & Refunds Policy.
4 Shipping Charges and Delivery Services
Any applicable delivery charges will be displayed at checkout or provided in a quotation for your agreement before payment.
Where free delivery is offered, its eligibility and exclusions will be stated on the relevant product page, promotion or checkout page.
Heavy, oversized or bulky fitness equipment may require scheduled delivery or specialist handling. Any additional charges for restricted-access locations, stairs, lifting equipment, assembly or installation will be disclosed and agreed in advance.
Please inform us before delivery of any access restrictions, including stairs, lift dimensions, loading-bay requirements or building delivery-hour restrictions. Assembly and installation are included only where expressly stated in your order or quotation.
5 Orders Containing Both In Stock and Pre Order Items
If your order contains both in-stock and pre-order items, we will explain whether the items will be delivered together or separately.
Any additional charges for separate deliveries will be disclosed for your agreement before payment.
6 Tracking and Delivery Updates
Once your order has been dispatched, we will email you a dispatch confirmation.
Where tracking is available, we will provide a tracking number or link. For freight shipments or scheduled deliveries without standard online tracking, we will provide shipment updates and delivery arrangements by email or telephone.
For bulky equipment, our team or delivery partner may contact you to arrange a delivery appointment.
7 Delivery Issues and Damaged Items
If your order has not arrived within the estimated delivery timeframe, please contact service@xmasterfitness.sg. We will investigate with the delivery provider and update you on the delivery status.
Please inspect your items upon delivery. If an item is damaged, incorrect or missing parts, please contact us as soon as possible, preferably within 48 hours of receipt, with your order number and photographs of the item and packaging.
This reporting timeframe helps us resolve delivery issues promptly and does not limit your statutory rights. Damaged, defective or incorrect items will be handled in accordance with our Returns & Refunds Policy.
8 Unsuccessful Delivery
Please ensure that your delivery address and contact details are accurate and that someone is available to receive the order at the agreed time.
If delivery cannot be completed because of an incorrect address supplied by you, your absence from an agreed delivery appointment or access restrictions that were not disclosed in advance, reasonable additional redelivery costs may apply. We will explain these costs and obtain your agreement before arranging redelivery.
You will not be charged redelivery costs caused by an error on our part or by our delivery provider.
9 Changes to Delivery Details
If you need to change your delivery address or contact details, please email service@xmasterfitness.sg as soon as possible.
We will do our best to accommodate changes before dispatch. Once an order has been dispatched, changes may not be possible and may incur additional carrier charges. We will advise you of any charges before proceeding.
For order cancellations, please refer to our Returns & Refunds Policy.
10 Contact Us
Email: service@xmasterfitness.sg
Telephone: +65 8274 4828
Company Name: XMASTER FITNESS PTE. LTD.
Unique Entity Number (UEN): 202626135M