1. Order Processing

Please allow 5 to 7 working days to process your order, excluding weekends and public holidays.
 

Orders are processed after:

• Full payment has been received; and

• Order details have been successfully verified.
   

Please ensure that:

• Your delivery address is accurate and complete.

• Your contact details are correct and reachable.
   

The Bok Seng Group is not responsible for lost, delayed or failed deliveries resulting from incorrect or incomplete information provided by the customer, or failed delivery attempts due to inaccessibility of the delivery location.
 

2. Delivery
 

Local Shipping (Within Singapore)

• Orders are typically shipped within 3 to 5 working days.

• Delivery may take 2 to 7 working days, depending on the courier.

• A flat-rate shipping fee applies to local deliveries unless otherwise stated.

Local deliveries may be fulfilled by third-party courier services selected by Bok Seng Group at our discretion.
 

International Shipping

We currently provide international shipping to selected locations, including:

• ASEAN: Malaysia, Thailand, Indonesia, the Philippines

• East Asia: China, Taiwan, Hong Kong SAR, Japan, South Korea

• Europe: United Kingdom

• Oceania: Australia, New Zealand
   

International orders:

• Are generally processed within 3 to 5 working days.

• Have delivery times that vary depending on the destination, courier service and customs clearance.
   

Shipping charges:

• Are calculated at checkout.

• May vary depending on destination, parcel weight, dimensions and delivery service selected.
   

International delivery availability may be changed or suspended at our discretion.
 

3. Delivery Addresses

For local deliveries:

• The delivery address must be a valid Singapore address.

• We do not deliver to PO Boxes, freight forwarders, restricted areas or offshore locations.
   

International customers are responsible for ensuring that:

• The delivery address provided is accurate and complete.

• The products ordered are permitted for import into the destination country.

• Any information required for customs clearance is provided accurately.
   

Bok Seng Group is not responsible for failed deliveries resulting from incorrect or incomplete information provided by the customer.
 

4. Customs, Duties & Taxes

For international shipments, any import duties, taxes, customs charges, clearance fees or other charges imposed by the destination country are the responsibility of the customer.

These charges are not included in the product price or shipping fee unless expressly stated otherwise.
 

Bok Seng Group has no control over customs processing times, inspections, duties or charges imposed by the relevant authorities.
 

Failure to pay required customs charges may result in the shipment being delayed, refused, returned or disposed of. Any additional costs arising from such circumstances may be borne by the customer.
 

5. Delivery Delays & Courier Issues

Delivery timelines provided on our e-store are estimates only and are not guaranteed.
 

Delivery may be affected by circumstances including:

• Courier service disruptions.

• Customs inspections or clearance delays.

• Weather conditions.

• Peak delivery periods.

• Public holidays.

• Unforeseen logistical or operational issues.

• Circumstances beyond our reasonable control.
   

Once an order has been dispatched, delivery will be handled by the appointed courier or delivery service provider.
 

Where tracking information is available, customers are encouraged to monitor the status of their shipment directly with the courier.
 

6. Transit Risk & Damage

All orders are carefully checked and packed before dispatch. However, some of our products, particularly collectible scale models and brick-built models, contain small, delicate or fragile components which may be susceptible to damage or becoming dislodged during transportation.
 

By selecting shipping or courier delivery, you acknowledge and accept that there is an inherent possibility of damage during transit, despite reasonable efforts being made to protect and securely pack your order.
 

Once an order has been handed over to the courier, Bok Seng Group is not responsible for delays, loss or damage caused by the handling or actions of third-party delivery providers, to the extent permitted by applicable law.
 

If your item arrives damaged, please contact us promptly in accordance with our Return & Refund Policy.
 

Where appropriate and reasonably possible, Bok Seng Group may offer assistance such as replacement parts or basic repair guidance. Any such assistance will be assessed on a case-by-case basis.
 

Returns, refunds or exchanges are generally not provided solely for transit-related damage where the item was properly packed prior to dispatch, except where otherwise required by applicable law.
 

7. Failed Deliveries & Re-Delivery

If delivery cannot be completed due to:

• An incorrect or incomplete delivery address.

• An incorrect or unreachable contact number.

• Refusal to accept delivery.

• Failure to receive or collect the shipment.

• Inability of the courier to access the delivery location.
   

Any additional shipping, storage, return-to-sender or re-delivery costs may be borne by the customer.
 

If an order is returned to Bok Seng Group due to an unsuccessful delivery, re-delivery will only be arranged after any applicable additional charges have been paid.
 

8. Contact Us

If you have any questions regarding shipping or delivery, please contact:
 

Bok Seng Group
UEN: 199305010H
5 Tuas Ave 3
Singapore 639405

Email: estore@bokseng-ipl.com