FREQUENTLY ASKED QUESTIONS

There are 3 ways you can easily change your delivery date: From your email order receipt Check your email for your HipVan order receipt. Access the link in the email that will direct you to a page to change your delivery date. From HipVan account page If you have a HipVan account, log into your account on www.hipvan.com to view your orders. You will be able to find a 'See order details' link, where you will find another link to'Change delivery date'.

Congrats on the new home! Yes, we can hold your order for up to 3 months from the date your items arrive in our warehouse. For furniture orders, you'll be able to choose any delivery date within 3 months from the date your order will be ready for delivery. If you need to hold your order for more than 3 months, feel free to write in to inventiality@gmail.com and we'll see what we can do for you!

Yes we do deliver on Saturdays (Sundays are family time!), between 9:30am to 12:30pm or 1:30pm to 4:30pm depending on delivery areas. Do note that there is an extra charge of $10 for Saturday delivery. A gentle reminder that some condominiums have strict delivery curfew (i.e. no delivery after 5pm or on weekend), so do check with your condo management before making arrangements! We seek your understanding that we will not be able to refund your weekend delivery fee for any failed delivery attempt should the management not allow us to proceed. Lastly, if you have any special requests, feel free to write in to inventiality@gmail.com and we'll see what we can do for you!

3-hours Express: Pickup and Delivery will be completed in 3 hours. 1 Hour Rush: Pickup and Delivery will be completed in 1 hour. *Specific Delivery Slot: For deliveries that are time sensitive and have to be delivered at a specific time or outside the Standard Operating hours of 9am - 10pm. Please note that agents may arrive 30mins before or after the specific time. Same Day Delivery:Pickup timeframe is at least 4 hours, and Delivery timeframe is min.5 hours. For same day deliver to office locations (before 6pm), delivery has to be booked before 12noon. Next Day Delivery: Pick up today and to be delivered throughout the next day till 10pm. Preferred timings could be indicated for 9am - 5pm, 5pm-10pm or 9am-10pm. For guaranteed delivery timing, please choose specific slot delivery. 2 Way Round Trip: Pickup from Point A and then deliver to Point B, after that pickup from Point B and back to Point A on the same day. $2 surcharge applies for each parcel delivered or pickup within Downtown, Orchard and CBD areas. $10 entry fee is also required for pickup or delivery into Sentosa. $4 surcharge applies for pickup or delivery to Tuas area, for postal codes starting with 627, 628, 629, 637, 638, 639. $10 surcharge applies for pickup or delivery to Changi Airport. Agents are able to wait up to only 10 mins, any additional waiting time may be charged at $0.40 per min. Senders are responsible for selecting the right size, delivery fee top up and penalties are imposed for discrepancies. All contents have to be packed in a single sealed package. Senders are responsible for adequate packaging protection. Bottles have to be sealed at cap and fragile items labelled as fragile. Cancellations made after request have been accepted and if agent is on the way to pick up are subjected to 50% cancellation fee. Change in delivery location or wrong address would be charged as a new delivery. Returning of parcel back to you is charged at $6 or 50% of the price, whichever is higher. This is subjected to sucharges if any. Ewallet credits are valid for 12 months from the top up date. There is no refund of credits upon expiry For Corporate Accounts, there is a minimum requirement of 10 Deliveries a month. If un-met, there will be a $10 admin charge per month applied.

Yes we do deliver on Saturdays (Sundays are family time!), between 9:30am to 12:30pm or 1:30pm to 4:30pm depending on delivery areas. Do note that there is an extra charge of $10 for Saturday delivery. A gentle reminder that some condominiums have strict delivery curfew (i.e. no delivery after 5pm or on weekend), so do check with your condo management before making arrangements! We seek your understanding that we will not be able to refund your weekend delivery fee for any failed delivery attempt should the management not allow us to proceed. Lastly, if you have any special requests, feel free to write in to inventiality@gmail.com and we'll see what we can do for you!

Not for now. However, if you're looking to buy more than $3,000 worth of furniture for another country, do write to inventiality@gmail.com and our team will see if we can ship to you! Stay updated with our Facebook to see when we'll deliver to your country.

No problem! Simply send your order numbers to inventiality@gmail.com, along with your preferred delivery date and time (if you have not previously indicated one). Do note that if you combine your orders, we will wait for the last item to arrive at our warehouse before delivering all your items. Your delivery fee for one of the order will be refunded to your original mode of payment, where applicable.

It's okay to change your mind! Our Customer Happiness team will gladly exchange your item for another if it is of the same price or less. The difference will be refunded to your original mode of payment. Simply send us an email at inventiality@gmail.com with your order number and the items you would like to change. If you'd like to change for another item that is of a higher price, you will need to place a separate order with the new item. We will then cancel and give you a full refund on the item you no longer want. For security purposes Inventiality does not store your payment details, so we will not be able to charge the difference unless you place another order. After placing your new order, send us an email at inventiality@gmail.com, with your two order numbers and the item you would like to cancel. However, if your order has left our warehouse, you will no longer be able to change your order and will need to request for a return instead (read more about our return policy and its costs).

To help you save on your delivery charges, we consolidate your items and only deliver it to you when all the items are ready in our warehouse. If you want to receive some items first, please send us an email at inventiality@gmail.com, with your order number, the items you would like to receive first, and your preferred delivery date. Please note that extra delivery charges will be applicable if each delivery does not meet the free delivery minimum of $250.

Simply write in to inventiality@gmail.com with your order number and new address at least 1 working day before your scheduled delivery and our customer support team will update our system for you! Do note that all our deliveries are routed back to back based on location, we seek your understanding that we will not be able to cater to last minute request to change address. Once your order has been dispatched for delivery, HipVan reserves the right to reschedule the delivery should there be a last minute change of delivery address.

There are 3 ways you can easily change your delivery date: From your email order receipt Check your email for your HipVan order receipt. Access the link in the email that will direct you to a page to change your delivery date. From HipVan account page If you have a HipVan account, log into your account on www.hipvan.com to view your orders. You will be able to find a 'See order details' link, where you will find another link to'Change delivery date'.

Congrats on the new home! Yes, we can hold your order for up to 3 months from the date your items arrive in our warehouse. For furniture orders, you'll be able to choose any delivery date within 3 months from the date your order will be ready for delivery. If you need to hold your order for more than 3 months, feel free to write in to inventiality@gmail.com and we'll see what we can do for you!

Some of the items in your order may not be stocked up in our warehouse and take some time to be ready for shipment. If you want to receive part of your order first, feel free to write in to us at inventiality@gmail.com and our customer support team will be able to arrange for you. Kindly note that for every delivery. To help you save on your delivery charges, we consolidate your items and only deliver it to you when all the items are ready in our warehouse. If you want to receive some items first, please send us an email at inventiality@gmail.com, with your order number, the items you would like to receive first, and your preferred delivery date. Please note that extra delivery charges will be applicable if each delivery does not meet the free delivery minimum of $250.

Yes we do deliver on Saturdays (Sundays are family time!), between 9:30am to 12:30pm or 1:30pm to 4:30pm depending on delivery areas. Do note that there is an extra charge of $10 for Saturday delivery. A gentle reminder that some condominiums have strict delivery curfew (i.e. no delivery after 5pm or on weekend), so do check with your condo management before making arrangements! We seek your understanding that we will not be able to refund your weekend delivery fee for any failed delivery attempt should the management not allow us to proceed. Lastly, if you have any special requests, feel free to write in to inventiality@gmail.com and we'll see what we can do for you!