FREQUENTLY ASKED QUESTIONS (FAQ)

Overseas Orders

How to buy from out of Singapore?

For China, Hong Kong, Taiwan, we can ship all products. Email us at custsvc@thyeshan.com on the following:

  1. Subject: Overseas order, Name
  2. Products to order/enquire, product quantities.
  3. Your Name, your full delivery address including the postal code.

We will reply you within 3 working days on the freight charges (varies due to volumetric weight – size and weight affects shipping costs) and price of products. After confirming the order, we will proceed to send you a payment notice via Omise or PayPal, which are international payment portals. Upon payment, we will proceed to ship your order and provide you with a shipping and order reference.

For the rest of the world, we can only ship solid products. Semi-liquids such as balms and liquid products like medicated oils are prohibited from sending overseas.

Buy in Singapore

Shopping in Singapore

Online: Find the item you like and add them to the cart. You will be asked to fill up your particulars. Thereafter, make your payment via Omise and you will receive a confirmation order and an email notification.

Offline: Visit any of our 3 retail outlets here. Do note that every outlet is different in the product offerings.

Can I pre-order and collect thereafter?

Yes this is possible at all 3 of our retail outlets. However, depending on the size or the complexity of the order, we will vary our preparation time. Feel free to give us a call at 62230701 (Office 9am to 6pm weekdays) / 62231326 (201 New Bridge Road retail outlet) or email us at custsvc@thyeshan.com.

Wholesale Orders

How do I do a bulk purchase?

Kindly give us a call at 62230701 (Mon – Fri 9am to 6pm) or email us at custsvc@thyeshan.com. We will get back to you within 3 working days.

What is considered a wholesale order?

This is determined case by case basis depending on the product and price.

Kindly give us a call at 62230701 (Mon – Fri 9am to 6pm) or email us at custsvc@thyeshan.com. We will get back to you within 3 working days.

Promotions

How can I stay updated and informed of offers?

We would encourage you to subscribe to our newsletter. Don’t worry, we will not contact you on a daily or weekly basis, but only if we have truly fantastic deals for you. Do take note that by clicking on ‘Subscribe’, you accept our privacy policy. If you change your mind, you can cancel by by accessing the ‘Subscriptions’ section in My Account.

Are all offers the same everywhere?

Promotions would vary at times at different locations and whether online or offline.

If I purchased an item before a promotion starts but due to receive it only after the promotion is running, am I entitled to the promotion’s benefits?

Unfortunately not. Orders are processed at the point of online completion, regardless of the delivery date.

Shipping & Delivery

What are the delivery options?

There are 3 types of delivery methods:

  1. SingPost Ordinary Mail $1 (for lower priced items)
  2. SingPost Registered Mail $3 (for higher priced items)
  3. Free delivery – This will be via Registered mail or Thye Shan’s own delivery service for orders $150 and above.

How do you calculate shipping charges?

Scenario A: Items which are tagged SingPost ordinary mail are $1 (lower priced items). Items tagged SingPost Registered mail are $3 (higher priced items). Items $150 and above are delivered for free either via Singpost registered mail or Thye Shan’s own delivery service.

Scenario B: If I were to buy 2 items, one from an Ordinary Mail category and another from the Registered Mail category, the cost will be from the Registered Mail category. ie. $3.

(The higher shipping cost will take precedence)

Scenario C: If I buy a few items and it totals $150 and above, delivery charges are free.

Orders above $150 have free shipping. We will ship either via Singpost or our own Thye Shan delivery service.

How long before I receive the item?

Kindly give us 1 working day to process the item and the respective delivery work days.

SingPost Ordinary mail: 4 Working Days

SingPost Registered mail: 3 Working Days.

Free Delivery: 3 Working Days via SingPost Registered mail or our own delivery service.

Overseas: 5 to 14 working days depending on the delivery location.

Where is my item now?

You can check the status of your order at any time in My Orders in the My account section. We will update you via email when your order leaves our warehouse.

For Singpost Ordinary Mail, there are no tracking numbers. Kindly contact us if you do not receive the item in 7 working days.

Why have I not received my item?

If your purchase has not arrived by the delivery date, check your email as it is likely that you have received an email informing you that the order has left our warehouse.

Remember you can check the status of your order at any time in My Orders in the My account section.

Bear in mind that during sale periods and promotions, delivery dates may be longer.

Online Payment

How can I pay for my purchases?

We accept payments via Omise. It is a leading international online payment solution provider. Find out more about Omise here.

Do I need to create an account before I make payment on Omise?

No, this is not necessary.

What is Omise? Is it safe?

Omise is an online payment service that facilitates online transactions. Omise is secure and information is encrypted. Omise has security measures to prevent fraud and unauthorised transactions. At Thye Shan Medical Hall, security of online purchases is vital. Our transactions are performed through secure payment systems.

Is Goods and Service Tax (GST) charged when I purchase from the online store?

Yes, prices of products shown on our website are inclusive of GST. You do not need to pay additional GST on top of the prices you see.

Order Issues

Can I cancel or change my orders?

At the moment, it is not possible to cancel or change your order because we prepare your order once you confirm it on the website. We encourage you to review your cart before completing the order.

For exceptional cases, email us at custsvc@thyeshan.com to check on this.

I have an issue with the product after receiving it.

  • Partial receipt of products
  • Item not yet received
  • Incorrect or defective items
  • Any other order related issues

You have up to 14 days upon receiving your item to exchange your item or request a refund. Kindly do the following:

Email us at custsvc@thyeshan.com with the Subject “Exchange / Return request” – “your order number” to process your request. Please include your Name, Contact Number, Reason for the request.

We will get back to you within 3 working days.

Product Queries

I cannot find the item I like. What should I do?

Not all our products are placed online. Also, some products could be seasonal and be out of stock for the time being. Feel free to visit any of our 3 retail outlets to purchase them. Alternatively, you may email us at custsvc@thyeshan.com.

Can you provide more information on the product?

Not a problem at all. Please feel free to give any of our 3 retail outlets a call, visit us, or email us at custsvc@thyeshan.com.

Are you products genuine?

Thye Shan Medical Hall has been around since 1955 and have operated at the same location these years (201 New Bridge Road, Singapore 059428). We only sell genuine and all natural herbs. Our products have the necessary approvals and certifications. Our customers can trust that our products have gone through our Quality Control process to ensure they are of top quality.

Register An Account

How do I register an account?

Simply click on the top right hand corner “Login” and fill in your email and password.

How can I login?

Login using your full email address (eg. john.doe@gmail.com) which you have created earlier or simply the name (eg. john.doe).

How can I modify my details?

After logging in, at the top right hand corner, My Account > Account Details. You can amend your Name, Displayed Name, Email Address, Password from there.

To amend your address, go to My Account > Addresses. You can amend your billing and shipping addresses there.

However, do note that we will use the address you gave for the specific order at the check out page. You cannot amend the order once you have checked out. On a case-by-case basis, we can look to amend the order. Kindly email us if so at custsvc@thyeshan.com

What if I’ve forgotten my password?

Use your email to reset your password under “Lost your Password?” at the login page. You will receive and email to reset your password.

How do I change my Shipping or Billing address?

My Account (top right hand corner) > Addreses.

Alternatively, at the checkout page, you can select a different shipping address from the billing address.

Contact Us

More details at our Contact Us page.

Corporate HQ

(Weekdays 9am to 6pm only, excluding public holidays)

201 New Bridge Road Singapore 059428
Tel: +65 6223 0701
Fax: +65 6221 5042

Email: (Customer Service) custsvc@thyeshan.com
Email: (Commercial Enquiries) bd@thyeshan.com

Retail Outlets

  1. New Bridge Road Outlet
  2. South Bridge Road Outlet
  3. Takashimaya Outlet