Shipping policy

# Shipping Policy

**Effective date: 14 July 2026**

This Shipping Policy applies to orders placed through **treatprotocol.co**.

## Delivery area

Treat Protocol Co. currently delivers only to addresses within Singapore.

We do not currently offer international delivery. Orders submitted with an address outside Singapore may be cancelled and refunded.

## Delivery charges

Our delivery charges are:

- **S$10 standard delivery** for orders of S$60 or less; and
- **Free standard delivery** for orders over S$60.

The free-delivery threshold is calculated using the order subtotal after discounts and before delivery charges.

Any applicable delivery charge will be displayed at checkout before payment.

## Order processing

Orders are normally processed within **1–2 business days** after payment has been successfully received.

Business days are Monday to Friday, excluding Singapore public holidays. Orders placed on weekends or public holidays will begin processing on the next business day.

Processing may take longer during launches, promotions, peak periods or circumstances outside our reasonable control. Processing time is separate from delivery time.

## Estimated delivery time

Standard delivery normally takes **2–5 business days after dispatch**.

The estimated total time from placing an order to delivery is therefore approximately **3–7 business days**, although many orders may arrive sooner.

Delivery estimates are not guaranteed. Delays may occur because of severe weather, courier disruption, high order volumes, access restrictions, incorrect address information or other events outside our reasonable control.

## Order confirmation and tracking

After placing an order, you will receive an order confirmation at the email address or telephone number supplied during checkout.

When tracking is available, dispatch and tracking information will be sent once the order has been handed to the delivery provider. Tracking information may take some time to update after dispatch.

## Delivery addresses

You are responsible for providing a complete and accurate delivery address, including:

- Recipient’s full name;
- Block and unit number, where applicable;
- Street name;
- Postal code; and
- A valid Singapore telephone number.

Please review these details before completing checkout.

If you discover an address error, contact **hello@treatprotocol.co** immediately. We will try to assist, but we cannot guarantee that an address can be changed after an order has been packed, processed or dispatched.

Treat Protocol is not responsible for delays or failed deliveries caused by incomplete or incorrect information supplied by the customer.

## Unsuccessful deliveries and returned parcels

Please ensure that the delivery provider can safely access the delivery address and that someone is available to receive the parcel where required.

If delivery is unsuccessful because of an incorrect address, restricted access, missed delivery or failure to collect the parcel, reasonable redelivery charges may apply.

If a parcel is returned to us, contact us to arrange redelivery. A new S$10 delivery charge may be payable before the parcel is sent again. Any request for cancellation or refund will be considered under our Return, Refund and Order Cancellation Policy.

## Delivery instructions and unattended delivery

Any delivery instructions supplied during checkout are requests only and cannot be guaranteed.

If you authorise or request that a parcel be left unattended, you accept the risks associated with leaving it at the nominated location, except where loss or damage results from our failure to exercise reasonable care or where otherwise provided by law.

## Delayed or missing parcels

If tracking has not updated for an unusual period, or your order has not arrived within **three business days after the estimated delivery period**, contact **hello@treatprotocol.co** with your order number.

If tracking shows that the parcel was delivered but you cannot locate it:

1. Check the delivery location and surrounding area;
2. Ask household members, reception staff or neighbours who may have received it;
3. Review any delivery photograph or notification; and
4. Contact us within seven calendar days of the recorded delivery.

We will assist with enquiries to the delivery provider. Investigations may take several business days, and the appropriate resolution will depend on the outcome and applicable law.

## Damaged, incorrect or missing items

Inspect your order promptly after delivery.

If an item arrives damaged, defective, incorrect or missing, contact **hello@treatprotocol.co** within **seven calendar days after delivery**.

Include your order number, a description of the issue and clear photographs or video of the item, packaging and shipping label. Claims are handled under our Return, Refund and Order Cancellation Policy.

Please retain the product and all packaging until we have completed our assessment.

## Order changes and cancellations

We can only change or cancel an order if it has not been packed, processed or fulfilled. A request is not confirmed until you receive written confirmation from us.

## Delivery-fee refunds

Original delivery charges are generally non-refundable after an order has been dispatched.

Where a refund results from our error, a defective product or another circumstance in which a delivery-fee refund is required by law, the applicable delivery charge may also be refunded.

## Events outside our control

We are not responsible for a delay or failure caused by circumstances outside our reasonable control. Where such an event occurs, we will take reasonable steps to minimise disruption and complete delivery as soon as practicable.

Nothing in this Shipping Policy excludes or restricts any consumer right or remedy that cannot lawfully be excluded under Singapore law.

## Contact us

For delivery questions or assistance with an order, contact:

**Treat Protocol Co.**
**Email:** hello@treatprotocol.co
**Website:** https://treatprotocol.co