Processing Time

All orders are processed within 1-2 business days (excluding weekends and public holidays) after receiving your order confirmation email. You will receive a shipping notification when your order has been handed to our carrier.

Shipping Method

We currently ship via SingPost SmartPac for all orders.

• Service Provider: Singapore Post (SingPost)
• Coverage: Singapore domestic addresses only
• Estimated Delivery: 2-5 business days (subject to SingPost's service standards)
• Tracking: Available through your Collector Dashboard

Important: We do not offer international shipping at this time.

Tracking Your Order

Once your order is shipped, you can monitor its delivery status through:

1. Your Collector Dashboard: Log in and navigate to your order history for real-time tracking updates
2. Email Notifications: You'll receive shipping confirmation with tracking number
3. SingPost Website: Visit SingPost Track & Trace for detailed tracking information

Shipping Rates

Current shipping rates:

• Orders above $100: Free shipping
• Orders below $100: $5.99 flat rate

Note: Shipping fees are subject to change based on SingPost rate adjustments. Final shipping cost will be displayed at checkout and confirmed in your order confirmation email.

Delivery Terms & Conditions

Carrier Responsibility

Once your order is handed to SingPost, all delivery terms, conditions, and service standards are governed by SingPost's Terms of Service.

Please read: SingPost Terms & Conditions

Key points:

• Delivery times are estimates provided by SingPost and are not guaranteed
• KAIGA is not liable for delays, loss, or damage caused by SingPost operations
• Delivery issues must be resolved through SingPost's claims process
• Force majeure events affecting SingPost operations are beyond our control

Customer Responsibility

You are responsible for:

• Providing accurate and complete delivery address at checkout
• Ensuring mailbox/delivery area is accessible
• Checking your delivery location regularly after shipment
• Reporting delivery issues within 48 hours of expected delivery date

Important: KAIGA is not responsible for orders that are undeliverable due to incorrect or incomplete address information provided by the customer.

Pokemon Card Packaging Standards

To protect your cards during transit, we use:

• Protective card sleeves for all cards
• Top loaders for valuable cards (above $50 value)
• Rigid mailers or cardboard backing
• Water-resistant outer packaging

Damaged Cards on Arrival

If your cards arrive damaged:

1. Do not remove cards from packaging
2. Take clear photos of:
   • Outer packaging
   • Inner packaging/protection materials
   • Damaged card(s)
3. Email support@kaiga.org within 48 hours of delivery with:
   • Order number
   • Tracking number
   • Photos of damage
   • Description of damage

We will assess damage claims and offer resolution based on our Returns & Refunds Policy.

Missing or Undelivered Packages

If your package shows as delivered but you haven't received it:

1. Check your mailbox, parcel locker, or building reception
2. Verify delivery address in your Collector Dashboard
3. Check with neighbors or household members
4. Wait 24 hours (SingPost may mark "delivered" before actual delivery)
5. Track package on SingPost website

If your package is still missing after these steps:

• Contact us at support@kaiga.org within 48 hours of delivery confirmation
• Provide order number, tracking number, and delivery address
• We will file an investigation with SingPost

Resolution Timeline: 7-14 business days (dependent on SingPost investigation outcome)

Service Limitations

Geographic Coverage

Singapore domestic addresses only. International shipping is not available.

Package Restrictions (SingPost SmartPac)

• Maximum weight: 2kg per package
• Maximum dimensions: Length 36cm, Width 26cm, Height 6cm
• PO Box delivery: Subject to SingPost availability

Orders exceeding these limits will be contacted for alternative arrangements.

Force Majeure

KAIGA is not liable for shipping delays or failures caused by circumstances beyond our reasonable control, including but not limited to:

• Acts of God (floods, earthquakes, storms)
• Public health emergencies or pandemics
• Government restrictions or postal service suspensions
• Strikes or labor disputes affecting SingPost
• Civil unrest or national emergencies
• SingPost operational failures or service disruptions

Contact Information

For shipping inquiries:

• Email: support@kaiga.org
• Response Time: Within 1-2 business days
• Required Information: Order number, tracking number, delivery address

For SingPost-related issues (tracking, delivery status, lost packages):

• Website: SingPost Track & Trace
• Customer Service: Visit SingPost Contact Us

Last updated: October 15, 2025