FREQUENTLY ASKED QUESTIONS (FAQ)

Overseas Orders

How to buy out from of Singapore?

If you would like to to order for overseas from us, 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.

Overseas Delivery will take 5 to 14 working days depending on the delivery location.

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. Do note that what we can ship out depends on the country’s and shipping provider’s rules and regulations.

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.

Shipping & Delivery

Note: These details are for local Singapore delivery and shipping only.

We currently offer a flat rate delivery fee of $3.90.

Purchases of $80.00 and above will be able to enjoy free shipping.

Standard Delivery Time: 3 Working Days via Qxpress with parcel tracking available.

FREE Shipping Delivery Time: 3 Working Days via Qxpress with parcel tracking available or our own Thye Shan delivery service.

Why do you use Qxpress?

Qxpress offers a quick and efficient delivery service, which allows us to deliver our products to your doorstep as soon as possible. Besides shortening shipping time, their parcels are all tracking-enabled, ensuring that your parcels will be safe and trackable.

We will be able to serve you better by shortening our delivery time, so that we can give our best at serving what matters to us most – you.

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.

When a tracking number for your parcel is available, we will provide you the tracking number via email. 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.

Order Issues and refunds

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 some urgent inquiries or urgent changes to be done to my order.

Rest assured, you can contact us directly at custsvc@thyeshan.com with regards to urgent matters related to your order.

I have an issue with the product after receiving it. Can I submit an Exchange / Return request?

Yes you are able to submit such requests if your issue falls under the following categories:

  • 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.

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.

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 your 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.

What is the shelf life of your products?

Our Thye Shan series of dried herbs, teas, soups and foodstuff are packed at our HACCP-certified Singapore factory using the freshest ingredients available, with no added preservatives or additives, and with no excessive drying. We also keep our manufacturing batches small. This approach keeps our products fresh, effective and great tasting! Hence, the shelf life of our products is generally short. Hence, to maintain freshness of the products, please refrigerate when you receive them.

Buying 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.

COVID-19 Issues (Singapore)

Are your retail outlets open?

Yes! Our physical stores have been reopened since 12th May, 2020 (Tues) with the necessary approvals (see here). However, retail hours might be different compared to pre-COVID-19 operating hours. Contact us to check if needed. If you do not feel comfortable to come down to our physical stores, you can always order from us online in the comfort and safety of your own home.

How to buy Online?

Do you have delivery services during COVID-19?

We continue to deliver even after our retail stores open.

We currently offer a flat rate delivery fee of $3.90, with purchases of $80.00 and above to enjoy free shipping.

Delivery Time: 3 Working Days via Qxpress with parcel tracking available.

We deliver within 3 working days. For urgent and exception deliveries, we will try our best to meet your requests.

If you buy items via our Online Store, the default shipping method is Qxpress.

To learn more about how we ship, click here.

How to make payment online?

Payment can be via PayNow UEN 199602569E (Thye Shan Medical Hall Pte Ltd). Kindly notify us after payment has been made to arrange delivery.

Can you pack my TCM prescriptions or any orders and send to my address?

Yes we provide prescription packing and delivery for them.

  1. Send us your prescription or items for a quote: Whatsapp / SMS +65 8372 8890 / +65 81688025 / Email custsvc@thyeshan.com
  2. Confirm your quote, PayNow UEN 199602569E (Thye Shan Medical Hall Pte Ltd), Notify us.
  3. For prescriptions, spend $80 and above for FOC delivery or add $6 for orders below $80. Once confirmed, we will arrange delivery.

What if I can’t find what I want online?

We might not have listed all our items online. Simply contact us: Call us (62231326 / 81688025), Text us (Whatsapp or SMS: 81688025), Email us (custsvc@thyeshan.com). We will try our best to assist you.

Are your retail outlets safe to visit?

At Thye Shan Medical Hall, your safety is our priority. Our outlets are cleaned regularly. Temperature-screening and enhanced hygiene practices have been implemented.

We abide by the following strict regulations:

  • Temperature-screening for all
  • SafeEntry digital check-in systems for contact tracing
  • Social distancing to be adhered to
  • Safety precautions will be taken: Wearing of masks, gloves, provision of hand sanitisers, disinfecting premises.

Wholesale Orders

How do I do a bulk purchase?

Kindly give us a call at 62230701 (Mon – Fri 9:30 am to 6:00 pm) 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 9:30 am to 6:00 pm) 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.

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 an email to reset your password.

How do I change my Shipping or Billing address?

My Account (top right hand corner) > Addresses.

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 9:30am to 6:00pm 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 (B2)