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CUSTOMER SERVICEYour comfort is our utmost priority. You can always order by telephone or fax. No matter how you place your order, we want you to have a pleasant shopping experience.
FREQUENTLY ASKED QUESTIONSThis FAQ was last updated on 16 December, 2005.How do I place an order? You may place an order via phone, our website, by fax, or visit our warehouse. CALL: 6333-6002 (Warehouse Outlet) WEBSITE: www.kidzloft.com E-MAIL: sales@kidzloft.com FAX: 6556-0980 WAREHOUSE:Click here to view our warehouse location map. How do I cancel an order? Please have your order number handy, then call our Customer Service department, at 6333-6002. We are open to assist you Monday to Saturday, between the hours of 11.00am-5.00pm. How can I add items to an order I've already placed? Please have your order number handy, then call our Customer Service department, at 6333-6002. We are open to assist you Monday to Saturday, between the hours of 11.00am-5.00pm. How can I remove items from an order I've already placed? Please have your order number handy, then call our Customer Service department, at 6333-6002. We are open to assist you Monday to Saturday, between the hours of 11.00am-5.00pm. What forms of payment do you accept? We accept the following methods of payment for online orders: 1. Credit Card - VISA, MASTERCARD (process by WorldPay) 2. Bank Transfer: Bank Name: United Overseas Bank (UOB) Account Number: 353-300-458-8 Branch Code:066 Account Name: KIDZLOFT PTE LTD 3. Check / Money Order: KIDZLOFT PTE LTD 449 Tagore Industrial Avenue #01-02 Greatland Industrial Building Singapore 787820 Your order will be processed after payment is cleared.  WorldPay FAQ was last updated on 16 May, 2005. How do I know if my payment has gone through? You will receive a WorldPay transaction confirmation email showing details of the purchase you have made, including a purchase Transaction ID. WorldPay system says that my card number is invalid Please double-check your card number, and make sure you are not including any spaces. The number require is the long number that spans the width of your card. The number will be 15 or more digits, depending on your card type. I did not make an online purchase but I've received a confirmation email from WorldPay This may have happened because a legitimate shopper made a mistake when typing their email address, and you have received the purchase confirmation email by mistake, or it could be due to a fraudulent transaction. Please contact your bank immediately to find out if any unknown transactions have taken place. What does this error message mean? 1. W331 Declined This message means that the bank has declined the transaction. The bank does not tell WorldPay why the transaction has been declined, but it is normally because some card details have been entered incorrectly. For example: Wrong card expiry date Wrong valid from date Wrong/incorrect issue number Wrong security code. If the problem persists, please contact your card issuer to find out more information. If this means you cannot pay by payment card, please contact KIDZLOFT to find out how else you might pay. WorldPay can process only card payments. 2. W330 Referred This message means that the bank has referred the transaction, which results in a declined payment on the internet. The bank does not tell WorldPay why the transaction has been referred, but it is normally due to: a request for further information, such as authorised signature or card holder identification frequent use of the card within the last 24 hours a random referral. If you call your card issuer, they may tell you they are waiting for an authorisation code from KIDZLOFT. As this is an online purchase, an authorisation code CANNOT be obtained and sent to your card issuer to authorise the transaction. Therefore , please try again later, or to use a different card. 3. Server Time/Thread Error This message refers to a connection problem conflicting with your internet browser. If you have successfully placed an order, you will receive a WorldPay transaction confirmation email showing details of the purchase you have made, including a purchase Transaction ID. If you do not receive this email, please try the purchase again. If you receive more than one email and you have only made one purchase, please contact KIDZLOFT, and inform us that you have placed multiple orders by mistake. We will be able to arrange a refund, if necessary, and answer any other queries you have about your order. SHIPPING INFORMATIONThis Shipping Information was last updated on 25 March, 2008. Do you ship internationally? Yes. Please call for customer service and we will be happy to help arrange for any overseas shipment. Prices are all in Singapore Dollar. What is the difference between business and calendar days with respect to shipping? Business days are Monday through Friday, weekends and holidays not included. Do you deliver on weekends? At this time, we do not deliver on weekends. All orders are processed for delivery Monday through Friday. Can I change the shipping address after the order is placed? Yes. Please call for customer service and we will be happy to change the address provided the order has not already shipped. What are your delivery charges?
RETURNS, REFUNDS & EXCHANGESThis Returns, Refunds & Exchanges was last updated on 5 August, 2005. How do I return an order? You can return your order to our store or office. All returned merchandise must be in original condition (including its packaging), and a copy of the original invoice. You have 3 days from the date of delivery to notify us of your intent to return an item. You are responsible for the shipping cost incurred, when shipping an item to be returned to us. When can I expect my refund? On returns, we can only credit the credit card used for the original purchase. Please allow 1-2 billing cycles (at least 3 weeks) for the refund credit to appear on your statement, and 3-7 business days for payment made via cash and/or cheque. What if an item is damaged in shipment? If an item is damaged in shipping, please contact our Customer Service Department at 6333-6002 for a replacement or refund. What do I do if an item is missing parts? Please call our Customer Service Department and an agent will be happy to help you replace the missing part(s). SECURE SHOPPINGThis Secure Shopping was last updated on 8 December, 2005.Security is probably one of the most significant concerns for shopper during an online transaction. In reality, an online transaction is probably more secure than a card transaction in a shop or conducted over the telephone or by fax, as the information transmitted online is strongly encrypted using complicated algorithm combinations. The WorldPay payment system uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data. Furthermore, WorldPay public web servers are certified by Thawte, a public Certificate Authority, ensuring that shopper can have confidence that nobody can impersonate WorldPay to obtain confidential information. Transaction Encryption The transfer of the purchase details from KIDZLOFT.COM to Worldpay are encapsulated using encrypted and digitally-signed protocol. This uses a combination of standard methods such as PGP, RSA and MD5 to ensure that the information passed is secure and tamper-proof via SSL. It's easy to tell when you are protected by encryption -- the lock or key at the bottom of your browser changes color or is no longer broken. This varies depending on your browser. Security for the Shopper Any communication between you and KIDZLOFT.COM is also encrypted to the maximum strength supported by the shopper's browser using 128 Bit SSL. You are also protected from fraudulent use of their card in a "card not present" environment, by your card issuers. The card issuers provide the right for shopper to dispute a transaction if the goods/services did not arrive or if the card was used fraudulently. Data Storage Data storage on WorldPay systems, and the communication between WorldPay and the worldwide banking networks, is regularly audited by the banking authorities to ensure a secure transaction environment. How secure is WorldPay? WorldPay uses state of the art security tools and techniques, both proprietary and unique, to ensure that you are protected against what is nowadays a virtually non-existent risk. WorldPay systems also have inbuilt system redundancy and fault tolerance, to provide you with a virtually uninterrupted service 24 hours a day, seven days a week. If I key in my card details at home or in the office, are my details encrypted before they arrive at the WorldPay system? Yes, by using industry standard SSL, Thawte and WorldPay's unique encryption system, all the card details are encrypted before they reach the WorldPay system. What happens is when you fill in the payment form and clicks the 'Submit' button, their details are not sent straight-away. Instead a secure link is set up between your browser and WorldPay producing a private/public encryption code which then wraps the transaction details before leaving the your premises. What is the level of encryption used on WorldPay server? WorldPay use Thawte 2048 bit encryption systems. At the browser 128 Bit SSL is used. CNN Online Security Report Thursday, October 13, 2005 - A Convicted Hacker Debunks Some Myths (CNN) -- To many, the name Kevin Mitnick is synonymous with hacking, the cinematic sort where a snot-nosed kid thumbs his nose at authority. But, Mitnick says, the characterization is a bit overdone and the legend untrue, if not libelous. CNN: Then what about other transactions? Do you pay bills online or shop online? I'm just curious if Kevin Mitnick is worried about ID theft? MITNICK: ...I don't have a problem at all using my credit card online. There are attacks that can be done, but it's unlikely that I'll be targeted as an individual. It's more likely the attackers will target the bank. So that way they can get many user names and passwords, and get access to many accounts, rather than just targeting me. I think it's safer to use a credit card over the Internet than it is to go to a Macy's and use it where an employee can simply skim off the card, or go into a bar, or a restaurant where they have your credit card number... Click here the read the full report |