FREQUENTLY ASKED QUESTIONS

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PURCHASING PRODUCTS

Ordering

1. How to order

Ordering is simple.
You can order on our website at www.OneCareZone.com.
You can also call us at (65) 6777 9988 between 8.00am to 6.00pm (Monday to Thursday) and 8.00am to 5.00pm

To order online,

Step 1: Log In
Log in to your account using your email address and password. If you are a new customer, you may create your account using email address and filling in the necessary information. Click here to register now.

Step 2: Order
To find an item, browse by product categories under "Products", by medical conditions under "Shop by Condition" or search for the item using the "Search" box. Add the item to your shopping cart then continue shopping or proceed to checkout. Check through the summary of your order, proceed to enter the required information and select your preferred delivery date and time. Click "Next: Preview Order" to check through your order one last time.

Step 3: Pay
If everything is in order, simply click on "Next: Payment", choose the payment mode and follow the instructions to enter your payment information via a secure payment process. Once the process is complete, you will receive an email confirming your order.

2. Cancelling an order

We accept full or partial cancellation of your order at any time prior to delivery.

  1. For cancellation amount below $250, we will charge a cancellation fee of $25.
  2. For cancellation amount above $250, we will charge a cancellation fee of 10% of your transaction amount.
  3. For payment made through ENETS and PayPal, refunds will be made pursuant to the policies of ENETS & PayPal.

To effect a cancellation, please email us at CustomerCare@OneCareZone.com or call us at (65) 6777 9988, and quote your order number.

3. Payment methods

Full payment should be made online*. We accept credit cards (Visa and Mastercard), NETS debit cards and Pay Pal.

*If you have special circumstances necessitating cash on delivery, we may accept cash on delivery at our discretion. Please call our Customer Service Representative at (65) 6777 9988 for further information.

Shipping & Delivering

1. Free shipping above $50

Shipping is free within Singapore for orders over $50.

For orders under $50, shipping is $12 (including GST).

For details about overseas shipping, click here Shipping Outside Singapore.

2. Delivery date and time

Our normal delivery service operates from 9am to 12pm and 1pm to 4pm on Mondays to Fridays, excluding Public Holidays.

The earliest delivery date for each product is displayed on the product details page. You can choose your preferred date and time slot during the Checkout process.

Our special delivery service operates from 4pm to 8pm on weekdays and from 8.30am to 5.30pm on weekends and Public Holidays. A special delivery charge of $30 will apply. Please call our Customer Service Representative at (65) 6777 9988 to make arrangements.

Please note that:

  1. Incorrect shipping address, the recipient not being present at the specified time, and payment delay or issue may result in delayed delivery or non-delivery;
  2. If your products are not delivered within the time slot you have specified at booking, we will refund you the delivery charge (if any). However, we are not liable for any consequential loss caused by delay in delivery or non-delivery of the products.

3. Changing the delivery date and time

You can make changes to the delivery date and/or time before 12pm one working day before the expected delivery date.

If you need to change the delivery date and/or time after 12pm one working day before the expected delivery date, an additional charge of $12 will apply.

Please email us at CustomerCare@OneCareZone.com or call us at (65) 6777 9988, and quote your order number.

4. If you are not at home

When a package is delivered at the expected delivery date and time, and returned "undeliverable", a redelivery surcharge of $12 will apply. We will leave a Non-Delivery Note to inform you in such an event.

5. Shipping outside Singapore

We are working on expanding our delivery to countries outside of Singapore. If you reside in another country and would like to purchase an item, please contact us at CustomerCare@OneCareZone.com to indicate your interest.

6. Delivery and Availability

All products offered are subject to availability. We are entitled to make partial deliveries of products and supplement the discrepancy by further partial delivery. All deliveries should be carefully checked to ensure that the correct number of products being signed for have been delivered, as no responsibility can be accepted afterwards for non or short delivery.

Returns & Exchange

1. Return policy

We hope you are delighted with your purchase. If you are not completely satisfied with your purchase for any reason, we accept returns within 5 working days from the delivery date. To return a product, please follow our return procedure:

  1. To return any item, please call us at (65) 6777 9988 or email us at CustomerCare@OneCareZone.com to make an appointment at our showroom.
  2. All returns shall be made during the appointment time only to our showroom at #06-12 Woodlands East Industrial Estate, 20 Woodlands Link, Singapore 738733.
  3. All returns shall be made with a valid invoice. The item should be unopened and in its original purchase condition, including the original packaging, documentation, manuals and accessories.
  4. We will charge an administrative fee of 5% of your transaction amount.
  5. Once your return is processed, you will receive an email confirmation. You will receive the refund within 45 days of your return being processed.
  6. For payment made through ENETS and PayPal, returns or exchanges will be made pursuant to the policies of ENETS & PayPal.

Please note: Food items, medical consumables, promotion/sale items and all other items which have been stated to be non-refundable on the product information page are strictly non-refundable.

2. Exchange Policy

We accept exchanges within 5 working days from the delivery date. To exchange a product, please follow our exchange procedure:

  1. To exchange any item, please call us at (65) 6777 9988 or email us at CustomerCare@OneCareZone.com to make an appointment at our showroom.
  2. Please inform our Customer Service Representative of the type of exchange you will like to make. All exchanges shall be of equal or greater value and any top up shall be made by cash.
  3. All exchanges shall be made during the appointment time only to our showroom at #06-12 Woodlands East Industrial Estate, 20 Woodlands Link, Singapore 738733.
  4. All exchanges shall be made with a valid invoice. The item should be unopened and in its original purchase condition, including the original packaging, documentation, manuals and accessories.

Please note: Food items, medical consumables, promotion/sale items and all other items which have been stated to be non-refundable on the product information page are strictly non-exchangeable.

PURCHASING HOME CARE AND TRANSPORTATION SERVICES

Booking

1. How to purchase a service

Ordering is simple. You can order on our website at www.OneCareZone.com. You can also call us at (65) 6777 9988 between 8.00am to 6.00pm (Monday to Thursday) and 8.00am to 5.00pm (Friday).

To book online,
Step 1: Log In
Log in to your account using your email address and password. If you are a new customer, click here  to register now.

Step 2:Order
To find a service, browse by service categories under "Home Care", "Transport" or search for the service using the "Search" box. Choose your service then proceed to select the service delivery date and time under "Book Now". Add the service to your shopping cart and continue shopping or proceed to checkout. Check through the summary of your order and proceed to enter the required information. Click "Next: Preview Order" to check through your order one last time.

Step 3: Pay
If everything is in order, simply click on "Next: Payment", choose the payment mode and follow the instructions to enter your payment information via a secure payment process. Once the process is complete, you will receive an email confirming your order.

2. Canceling a booking

We accept full or partial cancellations under the following circumstances:

  1. All cancellations should be made before 12pm one working day before the service delivery date.
  2. For cancellation amount below $250, we will charge a cancellation fee of $25.
  3. For cancellation amount above $250, we will charge a cancellation fee of 10% of your transaction amount.
  4. For payment made through ENETS and PayPal, refunds will be made pursuant to the policies of ENETS & PayPal.

To effect a cancellation, please email us at CustomerCare@OneCareZone.com or call us at (65) 6777 9988, and quote your order number. All cancellations are subject to our Conditions of Service.

3. Changing the service delivery date and/or time

You can make changes to the service delivery date and/or time before 12pm one working day before the service delivery date.

If you need to change the service delivery date and/or time after 12pm one working day before the expected service delivery date, and:

  1. The change requested is to an alternative time on the same delivery date, a charge of 50% of the service fee or $25, whichever is lesser will apply. We are unable to guarantee the availability of the alternative time requested.
  2. The change requested is on a date later than the delivery date, an administrative fee of $12 will apply. We are unable to guarantee the availability of the alternative date requested.

Please email us at CustomerCare@OneCareZone.com or call us at (65) 6777 9988, and quote your order number. All changes of the service delivery date and/or time are subject to our Conditions of Service.

4. Payment methods we accept

Full payment should be made online*. We accept credit cards (Visa and Mastercard), NETS debit cards and Pay Pal.

*If you have special circumstances necessitating cash on delivery, we may accept cash on delivery at our discretion. Please call our Customer Service Representative at (65) 6777 9988 for further information.

Service Delivery

1. The OCZ Service Guarantee

  1. Competency Guarantee. Our service providers are qualified personnel selected for their compassion and commitment to their processions. They are committed to providing quality and competent service to you.

    Nurses: Our Nurses are registered or enrolled with the Singapore Nursing Board and have extensive nursing experience.

    Nursing Aides: Our Nursing Aides have nursing degrees from their country of origin, are experienced in long-term healthcare and have 24-hour access to our nursing team.

    Physiotherapists & Occupational Therapists: Our Therapists are qualified in Singapore and have extensive therapy experience.

    Nutritionist: Our Nutritionist is accredited by the Singapore Nutrition and Dietetics Association and is experienced in geriatric nutritional meal planning and development.
  2. On-Time Guarantee. If our service personnel do not arrive within 20 minutes of the specified time, we will give you a $10 voucher which you can use to purchase products or services on our website.

    However, we will not be liable for late delivery of services under any of the following circumstances:
    1. The recipient was not present at the specified time;
    2. The address provided was incorrect.
  3. Peace of Mind Guarantee. you have purchased a service package and are not able to utilize fully or partially the service package due to extenuating medical circumstances, we will refund you the unused portion of the service package according to the terms in your Conditions of Service.

2. If you are not at home

Our service provider will make reasonable efforts to reach you when he arrives at your home, including ringing your doorbell and calling the telephone number provided. In the event that we are unable to deliver the service despite meeting the expected service delivery date and time, and are unable to reach you for 15 minutes on arrival, a service non-delivery charge of $25 will apply. We will leave a Non-Delivery Note to inform you in such an event.

3. Conditions of Service

All services provided by OneCareZone.com are provided pursuant to our Conditions of Service.

4. Delivering services outside Singapore

At this moment, we do not provide services outside of Singapore.

Feedback

1. How to give feedback

We value your feedback. Please email us at customercare@OneCareZone.com or call us at (65) 6777 9988 to speak to our Customer Service Representative.

General

Using My Account

1. Forgot my password

Click here and enter your email address. We will promptly send you your password.

2. Change my email address or password

You can change your email address or password by logging in, clicking "My Account" and then "My Profile".

3. Change my personal details or shipping address

You can edit your personal details or shipping address by logging in, clicking "My Account" and then "My Profile". In addition, during the Checkout process, you will have the option of editing your shipping address.

4. Sign up or unsubscribe from One Care Zone newsletter

You can sign up or edit unsubscribe from the One Care Zone newsletter by logging in, clicking "My Account" and then "My Profile".

Policies

1. Privacy policy

We are sensitive about your privacy concerns. Please see our Privacy Policy for further details.

2. Security

We use technical resources including firewalls, systems and procedures, to protect the security of your personal information. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway providers' database. Please see our Privacy Policy for further details.

3. Terms of use

Please see our Terms of Use for further details.

Still Need Help

1. Contact us by phone or email

We are always happy to hear from you. Call us at (65) 6777 9988 or email us at customercare@OneCareZone.com to get in touch with our friendly Customer Care Representatives.