FAQS

 

1)  WHAT IS DELIVERY OPTIONS FOR POGNAE CUSTOMER?

There are 3 options that Pognae Customer can choose as follow:

A) FREE SHIPPING via courier service  (Next Day Business Days)

Pognae Singapore provides free courier shipping for all of our customers.  We will send out all orders by next day working business day. For customer who has the special instruction of delivery, please leave a note upon checkout.

B) EXPRESS DELIVERY via Pognae Singapore

For customers that need their purchases urgently, we can provide express delivery for an additional $20, which means that you will receive your item on the same day. We will deliver it to your doorstep ourselves, which means delivery will take place anytime from 9am - 10pm.  Although we will try to accomodate most delivery timing requests, please note that we cannot guarantee that all requests will be met. 

C) SELF-COLLECTION

For customers that would like to do self collection. Please contact us at 9185 6528 for the time collection arrangement. Our office is located at: 10 Ubi Cresent #03-02, Singapore 408564.

2)  WHAT IS YOUR RETURN POLICY?

A) If we make a mistake and sent you a wrong and/or defective item, let us know within 5 days of receipt and we will be happy to exchange it for the item of your selection, providing the item is in stock.  
 
B) If you make a mistake and ordered the wrong Items, email us as soon as possible.  If the item has not been shipped, we will make the change for you (additional costs may apply).  If the item was shipped but unopened, send it back to us within 4 days and we will be happy to give you an exchange or credit.  Unfortunately, we will not be able to give you a refund.

C) We will not be able to refund, exchange or credit items that have been opened, unless defective.

3)  DO YOU OFFER ANY WARRANTY?

As exclusive distributor of the Pognae brand in Singapore, we are confident in the quality of our baby carriers.  That is why we provide full 2 years warranty on all of our Pognae brand items for any defects from workmanship. 

If you find a defect on your Pognae carrier or hipseat within a year of purchase, simply send us an email with a picture of the defect and the purchase receipt or invoice.  We will view the picture and determine whether or not you need to send it in.  Once the defect has been validated as resulting from faulty workmanship rather than wear and tear,  we will send you a replacement free of charge.  If the defect is found to have been a result of improper use, we will give you an option to repair for an additional cost or return it to you.

4) CAN I TRY THE CARRIER FIRST?  DO YOU HAVE A RETAIL SHOP?

Our policy at Pognae Singapore is to cut out the middle man as much as possible so that we can offer our customers the best price.  Therefore we do not sell our products wholesale to retail stores in Singapore.  If you wish to try on the Pognae carriers before purchase, we are happy to let you try out our own personal Pognae carriers or hipseats, but the only possible locations is our office at Ubi Road by appointment.

5)  OH DEAR, I CHOOSE THE WRONG COLOR!  CAN I CHANGE MY MIND?

Sure!  Contact us immediately via email, text or whatsapp and we will try to change your order before it is shipped out.  Once it's shipped though, you'll have to send it back to us unopened and at your own expense for an exchange.

6) WHAT IS THE PAYMENT OPTIONS?

For customers, there are two options to pay upon checkout--

1. Bank Transfer:

Customers in Singapore--

Bank Name: OCBC BANK
Account Name: POGNAE BABY SINGAPORE
Account Number: 695-118638-001

2. Paypal: We use Paypal as our payment gateway for credit/debit card transactions. Paypal is a secure online payment gateway that encrypts your card details in a secure host environment and is under the same company as eBay. It keeps your card details private and does not reveal them even to us.

It doesn't require you to open paypal account. If you do not wish to open paypal account, you can simply submit your credit/debit card information to make a payment. After your payment is completed, it will automatically redirect to the confirmation page on our website.(Our paypal account name sales@pognae.sg)

ex) If you do not wish to open Paypal account, please select "Pay with my credit or debit card".

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7) WASHING INSTRUCTION:

A) Instructions for Pognae Hipseat and Carrier

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B) Instructions for Drool Pads and Organic Drool Pads

  • It is recommended that you wash the drool pads before initial use.
  • Wash on gentle/delicate in cold water with a mild detergent. Do not use bleach.
  • Do not brush.
  • Hang dry or tumble dry on low heat.

C) Instructions for Infant Insert

  • Wash on gentle/delicate in cold water with a mild detergent. Do not use bleach.
  • Hang dry or tumble dry on low heat.