FAQs

ABOUT HYFLUXSHOP
What is HyfluxShop?
HyfluxShop is a virtual shop carrying a wide range of engineering products dedicated to the water and environmental industry. It is a one stop shop which allows members to view and purchase industrial and residential products. 
What products are available at HyfluxShop?
HyfluxShop offers a range of industrial and residential products which will be updated from time to time. 
Industrial products include: Membranes, Pumps, Pipes & Fittings, test kits & accessories, valves & accessories, instrumentation, etc. 
Residential products include: Portable Pitchers, Tap Filters, Drinking water systems, water filtration systems, Cartridges, etc. 
Are there any prerequisites to fulfill before I can shop at HyfluxShop?
To shop for industrial products at HyfluxShop, industrial membership registration is required. Upon successful membership registration, you will get to view full product specifications, prices and access the shopping cart to make purchases. 
Residential membership registration is not necessary to view product specifications, prices and access the shopping cart to make purchases. 
CREATING AN ACCOUNT
Why should I create a membership account?
Having a membership account will entitle you to purchase HyfluxShop products and track the status of all purchases. You will also get to enjoy special membership discounts and privileges. 
How do I create a membership account?
You can create a membership account by clicking on the "Create an Account" link on the top left corner of HyfluxShop homepage and completing the online registration form. The membership application process will only be completed after you have acknowledged the membership terms & conditions. You will be notified within 2 working days upon successful membership registration.
What is the difference between an industrial and residential membership account?
An Industrial membership account allows you to purchase industrial and residential products. A Residential membership account allows you to purchase residential products only.
Is it safe to provide personal information during membership registration?
All information provided during membership registration is for HyfluxShop records purposes only and will be kept private and confidential. No information will be shared with any external party. For more information, kindly refer to our Privacy Policy.
MAINTAINING MY MEMBERSHIP ACCOUNT
What if I forget my login password?
You can retrieve a new password by clicking on the ‘Forgot password’ link and enter the email address which you have registered your membership account with. A new password will be sent to you via email.
How do I update my membership account information?
You can update your membership account information by clicking on ‘My Account’ after logging in. Upon updating the relevant fields, click on the ‘Save’ button in order to save and submit the updated information. 
Where can I find information about my membership status?
You can view information on your membership by clicking on “My Account” after logging in.My Account page will provide information on your existing membership category status, total accumulative purchase in the past one year and date of membership. 
PRODUCT CATALOGUE BROWSING
How do I search for a specific product at HyfluxShop?
You can search for products by typing keywords such as the item name, brand, and description in the search box. Search results will show items which match the search term(s).Alternatively, you can also search for specific items by browsing through the product catalogue links on the homepage. 
Why are certain products not available in some countries?
Due to shipping restrictions, some products are not allowed to be shipped to certain countries. Please contact us at +65 6297 9777 or email support@hyfluxhomeproducts.com for more information on international shipping enquiries.
MAKING A PURCHASE
How do I make a purchase at HyfluxShop?
You can start purchasing industrial products once you are logged in to your industrial member account. For residential products, no prior login is required. 

To add items to the shopping cart, just follow the steps below:
  • Choose an item to buy.
  • Click on the “Add to Cart” button to add an item to the shopping cart.
  • Enter quantity of item(s) to be purchased.
  • To continue shopping for more items, click on “Continue Shopping”.To complete purchase, click on “Proceed to Checkout” and fill in the required shipping and payment details.
At any stage before proceeding with payment, you can still choose to modify your order by clicking on either “continue shopping” or “return to cart”. 
Can orders be made via email, phone or fax?
Yes, you can also place your orders via email, phone or fax. However, phone orders can only be made on weekdays (Mon-Fri) between 9am to 6pm (GMT + 8:00). 

For orders via email, phone or fax:
Email: support@hyfluxhomeproducts.com
Phone: +65 6297 9777
Fax: +65 6396 5577 
Can I remove or change the quantity of an item in the shopping cart?
Yes, changes to the shopping cart can be made. To remove or change the quantity of an item in the shopping cart, click on “My Cart” on the top of the page and all items in the cart will be reflected. You can modify the quantity of any item at the “Qty” column, remove an item by clicking on the “X” button at the “DELETE” column. 

After modifying your order, click on “Continue Shopping” to shop for more items or “Proceed to Checkout” to select shipping type and payment option. 
What if a product in my shopping cart is unavailable?
Unavailable products will remain in the shopping cart for 14 days and will be automatically deleted thereafter. A notification email will be sent to you when the products are available and will be added back to the shopping cart.
Can I cancel or make changes to my order?
All cancellations or changes to an Order can be requested through the “Support” link and may be subjected to an administrative charge.You may refer to our Conditions of Sale or contact us at support@hyfluxhomeproducts.com for further assistance. 
What will happen if I log out before completing my purchase?
Your order will be saved automatically under “My Cart” and you may wish to continue shopping by signing in to HyfluxShop.
Is there a minimum purchase requirement?
For Industrial products, there is a minimum purchase requirement of S$300 excluding shipping charges. For residential products, there is no minimum purchase requirement.

How long does it take for my purchase to be processed?
Orders will be processed upon successful payment transaction. You will be notified via e-mail once your order is confirmed.
PAYMENT
What is the payment term accepted by HyfluxShop?
HyfluxShop accepts 100% prepayment only. Orders will be processed upon full payment of the product(s).
What is the payment mode accepted by HyfluxShop?
HyfluxShop accepts payment in the following modes:
1. PayPal
2. VISA / MASTER
3. Telegraphic Transfer (TT) 
How do I make payment at HyfluxShop?
After you checkout your order and selected your preferred shipping mode, you will be directed to the payment screen. 

To pay via PayPal, select “PayPal” and you will be directed to the PayPal page to complete the payment procedure. 

To pay via Telegraphic Transfer, select the “TT” option. Billing information will be sent to you via an email. 

After completing the payment process, an order confirmation email will be sent to you at your registered email address. 

SHIPPING & DELIVERY
How does HyfluxShop determine shipping charges?
Shipping charges are calculated based on the size and weight of products you have ordered, the type of shipping method you have selected, and the products value. 
What are the modes of shipping available?
Mode of Shipment: 
1. By Air 
2. By Sea 
3. By Courier (For both local and overseas delivery. Recommended for goods that weigh less than 45 kg) 
What are the shipping terms accepted by HyfluxShop?
Shipping Terms:
    • Ex-Works: Customer will have to arrange for the pickup of goods from HyfluxShop at the following address: 

      HyfluxShop Pte Ltd
      Tuas Hub
      8 Tuas South Lane
      Singapore 637302 
    • CIF: HyfluxShop will arrange for goods to be delivered to the named port of destination.

    • DDP: Door to door delivery. Applicable only for delivery within Singapore.

  • DDU: HyfluxShop will arrange for goods to be delivered to the named place of destination. Only applicable to deliveries that weigh less than 45 kg.

For industrial products purchase, all of the above shipment terms are applicable. For residential products purchase, only ex-works and DDP (for local/Singapore delivery) terms are applicable. 
What are the shipping documents HyfluxShop can provide for international shipping?
HyfluxShop can provide the following documents if applicable to your order: 
  • Bill of Lading (B/L) It is a document issued by a carrier to a shipper, acknowledging that the specified goods have been received on board as cargo for conveyance to the named place of delivery. It provides details of the particular vessel on which the goods have been placed, their intended destination and terms for transporting the shipment to its final destination.

    There are two types of B/L you can choose from:
    • Original B/L Upon payment, an Original B/L will be couriered to you so that you may take delivery of the goods at the designated port of discharge.


  • Surrender B/L The Surrender B/L allows you to collect goods without presentation of the original B/L. Additional charges will apply when obtaining the surrender B/L document.

    • Air Way Bill (AWB) This is only applicable for air freight. It serves as a receipt of goods by a carrier, as a contract of carriage. The AWB has a tracking number which can be sed to check the status of delivery and current position of the shipment.

    • Insurance Certificate It is issued by a qualified insurance broker to provide evidence of risk coverage for the products shipped.

  • Certificate of Origin It states the country of manufacture of the goods and helps determine the duty to be charged by customs at the destination.

    There are two types of Certificate of Origin for a customer to choose from:

    • Original Certificate of Origin This certificate is issued by Chamber of Commerce which certifies the country of origin of a particular product that does not qualify for any preferential treatment such as tariff reduction or exemption.


  • Preferential Certificate of Origin This certificate enables the customer to claim preferential tariff treatment when importing products.

  • Fumigation Certificate It provides proof that wooden packing materials used in international shipping have been treated in accordance to international packing standard prior to shipment.
How long does it take for my order to arrive at my required destination?
The time taken for your order to arrive at the required destination depends on the destination and mode of shipment you have selected. You may contact our Customer Service Officer at +65 6297 9777 for any shipping enquiries.
Which countries can HyfluxShop ship to?
HyfluxShop can ship industrial products to the following countries: Australia, Brunei, Bangladesh, Indonesia, India, Malaysia, New Zealand, Philippines, Singapore, Sri Lanka, Thailand and Vietnam, depending on the availability of the products chosen. 

For residential products, deliveries are within Singapore and Kuala Lumpur and Selangor of Malaysia only. If you reside out of these regions, you may arrange for goods collection directly from HyfluxShop (Ex-Work). 
What if the product(s) that I would like to buy is not available in the selected shipping country?
Due to shipping restrictions, certain products are not available in some countries. However, you may still arrange for goods collection directly from HyfluxShop (Ex-Work).
Do I have to purchase shipping insurance for my purchase?
For shipment of goods under the CIF and DDU incoterms, shipping insurance will be provided by HyfluxShop.

EXCHANGE & RETURN OF GOODS
What is HyfluxShop’s exchange & return policy?
HyfluxShop will accept exchange or return of goods on the same terms as set out in the Supplier’s conditions or under the warranty applicable to the goods. 

Where exchange & return of goods is permitted, goods should be presented under the following circumstance: 
a. Returns. The goods returned must be unopened, unused and in the original “as-shipped” package. 

b. Exchange. The following categories of goods may be exchanged:

   i. Damaged or defective upon receipt.
   ii. Purchased as a result of a specification error by the customer.
  iii. Sent as a result of a Shipment Error.
   iv. Permitted under the terms of the warranty applicable to the goods.

You may refer to our Conditions of Sale for more information. 
Who provides the warranties on the products?
Product warranties are provided directly by suppliers. 
What should I do to arrange for the exchange & return of goods?
You should notify HyfluxShop within 7 days upon receipt of damaged or defective goods. You may do so by calling us at +65 6297 9777 or email us at support@hyfluxhomeproducts.com. We would require detailed description of the damage/defect and proof of purchase such as packing slip or invoice to be provided upon request. 
Where do I send items to be exchanged or refunded to?
For exchange and refunds, you may send the items to the following address: 

HyfluxShop Pte Ltd
Tuas Hub
8 Tuas South Lane
Singapore 637302

CUSTOMER SERVICE
How do I submit feedback or queries to HyfluxShop?
Feedback and queries can be submitted by clicking on the “Support” link and filling in the online feedback form.

Your feedback and queries can be classified into 3 categories:

   1. Enquiry/Feedback for any general enquiries or feedback.

   2. Product Support for general questions related to product technical know-how.

   3. Customer Service for all other enquiries.

Alternatively, you may contact our Customer Service Officer at +65 6297 9777. 
Is telephone support available?
Telephone support is available through our hotline at (65) 6297 9777 on weekdays (Monday – Friday) from 9am to 6pm.