Frequently Asked Questions

Frequently Asked Questions

Payment method

Q: What payment methods do you accept?

A: We are working on expanding more forms of payment, as of now for local payments in Singapore, we accept PayNow & PayLah! to +65 8281 0414.

For Overseas purchase orders, we currently accept Wise transfers and bank transfer.

Order & Delivery 

Q: Do you ship internationally?

A: Yes, we offer international shipping to most countries using DHL services.

Q: What are the shipping/delivery costs?

Local Order (Singapore)

Islandwide delivery: $8 (2-3 Business Days)

Free delivery for purchases above $2500.  

North America

America, Canada and Mexico

Delivery time frame: 5-11 Business Days

1-2 bottle: 64 USD 

2-3 bottles: 96 USD

4-6 bottles: 143 USD

Depending on weight of Whisky & Box

Q: How can I track my order?

A: Once your order is dispatched, you will receive a tracking number via email. Use this number to track the status of your delivery.

Q: Can I change my delivery address after placing the order?

A: Unfortunately, we cannot guarantee address changes after an order is placed. Please double-check your shipping address during checkout. If you encounter any issues, contact us for assistance.

Taxes, duties and applicable charges

Q: Can I see an estimate of taxes and charges before completing my purchase?

A: As we have no control over these charges and we will not be able to provide an estimate. Customs regulations and policies vary across different countries, for more specific details, please reach out to your local customs office.

Q: Why am I being charged customs duties?

A: Customs duties are imposed by your country's customs authorities and are beyond our control. They are determined based on the value of the imported goods and the regulations of your country. Please check with your local customs office for specific details.

Q: Are there any hidden charges?

A: We are committed to transparency, and there are no hidden charges. The total amount displayed during checkout includes the product price and shipping costs.

Q: Do I have to pay taxes if I'm ordering from outside the country?

A: Yes, international orders may be subject to taxes and duties imposed by the destination country. These charges are the responsibility of the buyer and are not included in the product or shipping costs.

Please note that tax and duty regulations may vary, so it's advisable to familiarize yourself with your local customs policies to ensure a smooth ordering process.

If you have further questions or need assistance, feel free to contact us.

Q: What happens if I refuse to pay duties or taxes?

A: Refusal to pay the applicable local import duties, taxes or other assessed charges will result in the goods either being destroyed or returned to sender at your cost.

Q: Can I request a refund for taxes or duties paid if I return my order?

A: Unfortunately, we are unable to refund taxes or duties paid on returned orders, as these fees are collected by government authorities and are non-refundable.

Return & Exchange

Q: Can I cancel my order before it is shipped?

A: Yes, you may cancel your order up to the point that it is shipped. Please note that Japan Whisky Sg reserves the right to deduct the credit card processing fee, typically around 2.5% depending on your country, from the refunded amount.

Q: What if I want to cancel my order after it has been shipped?

A: Once your order has been shipped, refunds will not be offered unless the item is returned. In such cases, subject to the conditions outlined below, your payment will be refunded, minus any applicable shipping charges and/or credit card processing fees incurred.

If you've received your order and are dissatisfied with any of the products, you have the option to request a refund or exchange, granted that you comply with the following conditions:

1. All items must be returned within 14 days of receiving them.
2. All items must be returned in their original, unopened condition inclusive of any accompanying accessories.

Q: Can I exchange a product received from Japan Whisky Sg?

We currently do not facilitate direct exchanges. However, you have the option to initiate a return and proceed with a new purchase. If you have any questions or need assistance, please contact us.