LAST UPDATE: 12/08/2024 

SHIPPING POLICY

PLAYe aims to ship out your order within 1-3 days of placing the order. In the event of any changes to your order, we will update you via email. PLAYe is not liable for delays in delivery due to external factors.

    • Delivery services are available from Monday to Friday
Local Delivery options:

  • Free Delivery (For purchases above $40), 3 to 5 working days - Subjected to size. Valid only for non-bulky items. Example of Bulky Items are Game Consoles, Premium Statues, Collector's Edition of games etc.
  • Singpost Trackable Mail ($2), 3 to 6 working days - Subjected to size. Valid only for small packages that can fit into the Singpost Mailbox. Example of Bulky Items are Game Consoles, Premium Statues, Collector's Edition of games etc.
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  • Inhouse Trackable Delivery ($4.80), 2 to 4 working days. For packages Within the combined dimensions of 160cm, Weight <5 kg.
  • Premium Delivery ($15~) - Courier, 1 to 2 working days excluding weekends and public holidays. If an order contains a bulky item, this delivery option is automatically selected. Subjected to availability of item(s) in warehouse
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  • Special items may take up to 3 working days to be delivered.
  • Pre-ordered items will be dispatched as soon as we have received the goods.
  • Please note that these are the prevailing shipping charges at the time of writing and may be subject to changes.
  • Items purchased within the same transaction, but scheduled for delivery on different days (i.e. if your order contains both pre-order and currently available items), will incur separate delivery charges.
  • Shipping fee are subject to change according to the rates offered by the services
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    Self collection:

    Please allow up to 1 working day from the order date to arrange for the item to be sent down to the store. We will notify you when item is ready for collection through the email provided.

    International Delivery

    As Our store is located in Singapore,
    for international orders, there will be an additional shipping charge that will be sent to the email address used for the order. Please pay this shipping charge within 7 days of that email, otherwise your order will be cancelled. 

    NOTE FOR INTERNATIONAL ORDERS

    Our products are usually shipped to you brand new and unopened. However, in order to reduce the likelihood of needing to return your purchase, you may request that we open the packaging and check your product (visually only) for damage and defects before we ship it to you.
    If you wish to return your purchase for any reason, you will need to pay the costs of shipping the product back to us.
    If you had chosen not to ask us to check the product for you prior to shipping, you will also need to pay the costs of having the replacement product shipped to you.
    Whether or not you are eligible for a refund or exchange of the product will additionally be subject to our other terms governing your return of the product. We would also suggest that you check if any defect or damage discovered is covered by the product’s official warranty before returning the product to us.

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    RETURN POLICY

    Our return policy allows for the return of most physical goods with a full refund provided, subject to the following terms (unless otherwise specified in the product descriptions on the product page):  

    • We are not responsible for any loss of mail.
    • In the case of damaged goods, you must notify PLAYe within 24 hours of receiving the delivery or collecting the item from your selected PLAYe pick-up point; (**For products with LCD/OLED display, dead-pixel is not covered)
    • • The packaging box is for protection of the product only. Dents or scratches on the packaging box surface do not make the product eligible for a return as a damaged or defective good.
    • You may return undamaged goods within 3 days of the date they are delivered or collected from your selected PLAYe pick-up point; 
    • The goods must be in new condition and returned in the original, unopened packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with them; 
    • You must provide proof of purchase (order number, delivery note, bank statement); 
    • The product must not have been used or installed or had any data inputted; 
    • PLAYe reserves the right to reject the returns of some items due to logistical, hygiene, or other reasonable practical concerns. Please note that in some cases, we may have to refer you to your product’s official warranty provider instead of processing a return for you.

    Trading Card Game (TCG) products

    Due to the nature of the product, return, exchange and/or refund requests will not be accepted, especially after opening/unsealing. This applies to all Trading Card Game related products

    If your return meets all the requirements above and you wish to proceed with the return, please email our Customer Service team at Online@play-e.com: 

    • Our customer service agent will verify the reason for return and , if your order was made locally, arrange a return pick-up for you; 
    • We will conduct an evaluation within 3 working days of receiving your returned items; 
    • If your return is valid, we will notify you and reimburse you with a refund via the same payment method you used to make the purchase, or through bank transfer;
    • If your return is not valid, we will notify you and send the product back to you.
    • If you had made an international order, we will only send the item back to you after you have made payment of the shipping costs to do so.
      If you fail to pay the shipping costs within 7 days of us notifying you to do so, we shall be entitled to dispose of your product as we see fit in our sole discretion, without any compensation being payable to you.

    CANCELLATIONS POLICY

    PLAYe accepts order cancellations on a case-by-case basis. We will be unable to retrieve your order once it has been cancelled. Once your order has been successfully cancelled, you will receive an email notification from us. Digital product orders are strictly not cancellable.


    Delivery Orders

    • If the item(s) in your order has already been handed over to our logistics partner for delivery, we will be unable to proceed with your cancellation request and we will inform you accordingly. You may be advised to initiate a Return process instead.
    • Provided that your order has not been shipped out by our logistics partner, we will initiate a full refund to you within 5-7 working days upon the cancellation of your order.
    • Please note that the full refund cycle may take longer than 5-7 working days, as it is subject to the respective payment channels’ existing cancellation policies.
    • If you are cancelling your order partially (i.e. not all items within your order), we will be unable to refund the shipping fee to you.

    Store Pick-up Orders

    • If your order has already been collected from your selected PLAYe pick-up point, we will be unable to proceed with your cancellation request. You may be advised to initiate a Return process instead.
    • Provided that your order has not been collected from your selected PLAYe pick-up point, we will initiate a full refund to you within 5-7 working days upon the cancellation of your order.
    • Please note that the full refund cycle may take longer than 5-7 working days, as it is subject to the respective payment channels’ existing cancellation policies.

    REFUNDS POLICY

    All refunds are conditional upon a successful order cancellation or our acceptance of a valid return of goods.

    PLAYe does not provide refunds in cash under any circumstances. Digital product orders are strictly non-refundable.

    • All refunds shall be made via the original payment mechanism and to the person who made the original payment, except in exceptional cases where cash payment had been made, refunds will be made via bank transfer into the individual’s bank account, provided that complete and accurate bank account details are provided to us.
    • Where any third party payment systems (e.g. PayPal) are utilized, any refunds will where applicable be subject to the terms and conditions of such third party payment systems and will be at their discretion.
    • We offer no guarantee of any nature for the timeliness of the refunds reaching the Customer’s account. The processing of payment may take time and it is subject to the respective banks and/or payment provider internal processing timeline.  
    • A refund will only include the amount paid for the items in an order. Shipping charges will NOT be refunded.

    Refunds Process for Bank Transfers and eNETs

    • The refund process will be initiated by a PLAYe Customer Service agent via email within 5 – 7 working days of a successful order cancellation or return of goods.
    • You will be required to provide your bank details to our Customer Service agent for the refund to be processed;
    • If we have not received your bank details after 10 days from the date that the refund process was initiated, an email reminder will be sent to you;
    • If we have not received your bank details after 20 days from the date that the refund process was initiated, a second email reminder will be sent to you;
    • If we have not received your bank details after 30 days from the date that the refund process was initiated, a final email reminder will be sent to you;
    • If your bank details have not been provided to us after 33 days from the date that the refund process was initiated, our Customer Service agent will perform a refund into your PLAYe Wallet, regardless of the original payment mode that was used.