Frequently Asked Questions
We hope you can find your answers here. If you require further clarification, feel free to Contact Us
Order Information
Can I track the status of my order?
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Yes, absolutely. Once you place an order with SneakSurf Singapore, you’ll receive updates at each stage of the process:
1. Order Confirmation:
After your order is successfully placed, you’ll receive a confirmation email with your order number and purchase details.
2. Order Processing:
Our team will begin preparing your order for shipment. This typically takes 1–2 working days, depending on order volume.
3. Order Tracking:
Once your order has been packed and shipped, we’ll send you an email with a tracking link so you can monitor your delivery in real time.
Can I edit or cancel my order after placing it?
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We process orders quickly to ensure fast delivery, so once an order is placed, we're unable to guarantee changes or cancellations.
However, if your order has not yet been packed or shipped, our team may still be able to help. Please contact us immediately with your order number.
Once your order has been shipped, we’re no longer able to cancel or make changes. You may refer to our return and exchange policy if you wish to request a return after receiving your item.
How do I know if my order went through?
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Once your order is successfully placed on SneakSurf Singapore, you’ll receive an order confirmation email within a few minutes. This email will include:
order number
summary of your items
shipping address and selected delivery option
If you don’t see the email after 10–15 minutes, please check your spam or junk folder. You can also search your inbox for "SneakSurf" to locate it.
I didn’t receive an order confirmation email. What should I do?
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If you haven’t received a confirmation email within 15 minutes of placing your order, here’s what you can do:
Check your spam or junk folder:
Sometimes automated emails can end up there. Search for "SneakSurf" in your inbox just in case.Verify your email address:
Make sure you entered the correct email during checkout. A small typo can prevent the email from reaching you.Check your payment status:
Confirm that your payment went through successfully. If the transaction failed, the order may not have been processed.Contact our team for help:
If you still can’t find your confirmation email, reach out to us with your full name, email address, and any payment reference or screenshot so we can locate your order.
We’ll be happy to assist and confirm your order status.
What if the item I want is out of stock?
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If the item you're looking for is currently out of stock, feel free to reach out to us directly — we may be able to cater to your request on a case-by-case basis.
In some cases, the item might still be available at one of our retail locations (Bugis, Funan, or Suntec), or we may have incoming restocks or pre-order options available.
We’ll do our best to help secure the item or suggest suitable alternatives based on your preferences.
Are all products 100% authentic?
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Yes — every product sold at SneakSurf Singapore is 100% authentic and original. We uphold a strict zero-tolerance policy against counterfeit or replica goods. All items are sourced exclusively from authorized brand distributors, official regional partners, and licensed wholesalers, ensuring full legitimacy from origin to shelf.
We work closely with trusted names such as Adidas, Salomon, On Running, ASICS, Boneless, A Few Good Kids, ADLV, and many more.
Each item undergoes rigorous quality checks at our warehouse and retail locations to confirm authenticity, proper packaging, and full compliance with brand standards. When applicable, we include original tags, boxes, and receipts — especially for limited-edition or high-value releases.
Authenticity is the foundation of SneakSurf’s reputation across Singapore and Southeast Asia. If you have any concerns or need verification for a specific purchase, our team is always ready to assist. You can shop with full confidence online or at any of our retail locations in Bugis, Funan, or our new flagship store at Suntec.
Payment
What payment methods do you accept?
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SneakSurf Singapore accepts a wide range of secure and convenient payment methods, including:
Credit / Debit Cards (Visa, Mastercard, AMEX)
Apple Pay / Google Pay
PayNow (SGD orders)
Shopify Pay
Do prices include GST?
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No, SneakSurf Singapore does not charge GST at the moment. All prices listed are final, with no additional GST added at checkout.
Self Collect & Delivery
How long does shipping take within Singapore?
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Orders are typically processed and shipped within 24 to 48 business hours if the item is available in our Singapore warehouse. Orders placed on weekends or public holidays will be processed on the next working day.
Delivery usually takes up to 5 working days after payment is verified.
Express Shipping option is available and delivery will take 1–2 day, depending on courier availability
Express shipping is only applicable for order before 3pm. (Weekend and public holiday is not available)
"The Reserve" products are not available for express shipping
For items fulfilled from our overseas branch, delivery may take longer depending on the destination and courier lead times. If your order includes both local and overseas items, they may be shipped separately.
Our team will send a tracking link once your order has been dispatched so you can monitor your delivery in real time.
Do you ship internationally?
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Yes, SneakSurf Singapore offers international shipping to selected countries.
International orders are fulfilled from either our Singapore warehouse or overseas branches, depending on stock availability. Shipping fees will be calculated at checkout based on your destination. Delivery time may take up to 14 working days for international shipping.
Please note:
Shipping cost and delivery times vary by country
Customs duties or import taxes (if applicable) are the responsibility of the buyer
Product under "The Reserve" may be restricted to local delivery only
If your country isn’t listed at checkout or you'd like a shipping quote in advance, feel free to contact us.
What are the shipping charges within Singapore?
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For local deliveries within Singapore, SneakSurf offers the following shipping options:
Free Shipping:
Automatically applied for orders above SGD $100Standard Shipping:
SGD $4.90 flat rate (2–5 working days)Express Shipping:
SGD $15 for next-day or 1–2 day delivery, depending on courier availability
- Express shipping is only applicable for order before 3pm. (Weekend and public holiday is not available)
- "The Reserve" segment are not available for express shipping
Shipping charges are calculated at checkout based on your selected option.
For self-collection or special delivery requests, feel free to reach out to us.
Can I pick up my online order in person?
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Yes, pickup is available at our headquarters office at Inspace . Address: 24 Industrial Road #02-08 Singapore 536210
During checkout, simply select the “Pickup” option.
Once your order is ready, you’ll receive a notification email or text with collection instructions. Orders are typically ready for pickup within 1–2 business days, depending on stock availability.
Please bring your order confirmation email when collecting your item.
If you need to change your pickup location or have special instructions, feel free to contact us.
When will my order be ready for self-collection?
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If the item is available in our Singapore warehouse or selected store, your order will typically be ready for self-collection within 1–2 business days after payment is confirmed.
Once your order is prepared, you will receive a notification via email or text with pickup instructions.
For items fulfilled from our overseas branch, the lead time may be longer. In such cases, our team will contact you with an estimated collection date.
If you need your order urgently or want to confirm availability at a specific store (Bugis, Funan, or Suntec), feel free to reach out to us.
We will be happy to assist.
Do you offer express delivery?
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Yes, SneakSurf Singapore offers express delivery options for selected items within Singapore.
Next-Day (Express) Delivery:
- Express shipping is only applicable for order before 3pm. (Weekend and public holiday is not available)
- Only if the item is in stock at our Singapore warehouse. Additional courier fees apply and vary by location.
- "The Reserve" products are not available for express shipping
Please note that these services are subject to item availability and courier capacity. For urgent orders, we recommend contacting us.
We’ll do our best to accommodate your request whenever possible.
Can I change my shipping address after my order is confirmed?
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If your order has not yet been packed or shipped, we may be able to update your shipping address. Please contact us immediately with your order number and the correct address.
Once your order has been processed or handed over to the courier, we’re unable to make changes. In that case, you may need to wait for the delivery attempt and request a redirect through the courier, if available.
To avoid delays, we strongly recommend double-checking your shipping details before completing checkout.
What should I do if my parcel is lost or misdelivered?
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If your parcel is lost, delayed, or delivered to the wrong address, please contact us immediately so we can assist and investigate the issue with the courier.
Here’s what to do:
1. Check your tracking link
Review the tracking information sent to your email. It may provide delivery status, courier notes, or pickup instructions.
2. Contact our team
If the tracking shows "delivered" but you haven't received the parcel, or if it's significantly delayed, please contact us right away with your order number and tracking details.
3. Investigation & Claim Process
We’ll coordinate with the courier to launch an investigation. This process may take a few working days depending on the courier’s internal procedures. If the parcel is confirmed to be lost or misdelivered due to courier error, we’ll work with you to issue a solution subject to case-by-case review.
To ensure timely resolution, please report any delivery issues within 7 days of the stated delivery date.
Important Notes:
SneakSurf will not be liable for any lost parcels under “The Reserve” segment, which includes special release or pre-allocated items.
To avoid delivery issues, please ensure all shipping and contact details entered at checkout are accurate and complete.
If you have questions about The Reserve, or need guidance on securing high-value releases safely, our team is happy to help.
Pre-order
What does "pre-order" means?
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Pre-order under "The Reserve" means that the item may not be currently in stock but is available for advance purchase.
By placing a pre-order with SneakSurf Singapore, you are reserving the item in to secure your size or style.
We also accept pre-orders upon request for selected items not listed under The Reserve. Just reach out to our team, and we’ll do our best to assist.
Key things to note about pre-orders:
Estimated delivery dates will be confirmed via email or text after your order. These dates may vary depending on supplier shipment schedules and may take up to 2 to 4 weeks
Full payment is required upfront to confirm your reservation.
Pre-orders are final and non-cancellable
If you need the item urgently or have questions about pre-order availability, feel free to reach out to us.
How long does it take to receive a preorder item?
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For items listed under "The Reserve" or marked as pre-order, the estimated delivery time is typically 2 to 4 weeks from the date of purchase. This timeframe may vary.
Once your item arrives at our warehouse, you’ll receive a notification via email or text to confirm delivery or collection details.
For further enquiries, you can reach us. We'll do our best to accommodate your request or suggest an in-stock alternative.
Can I cancel or change my preorder?
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Pre-orders placed with SneakSurf Singapore are final and non-cancellable. Once your order is confirmed and payment is made.
This policy applies to all pre-orders under "The Reserve" and special request pre-orders.
Are preorder items refundable or exchangeable?
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Pre-order items are strictly non-refundable and non-exchangeable.
Once you place a pre-order with SneakSurf Singapore, we’re unable to accept returns, size swaps, or refunds.
This policy applies to all pre-orders under "The Reserve" and special request orders.
Will I be notified once my preorder is ready?
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Yes, absolutely. Once your pre-order item arrives and is ready for delivery or self-collection, you will receive a notification via email or text with full details, including:
Pickup instructions (if you selected in-store collection)
Tracking link (if you selected delivery)
Any additional updates regarding your order status
Please ensure your contact details entered at checkout are accurate so we can reach you promptly.
If you haven’t received any updates within the estimated 2 to 4 week timeframe, feel free to contact us, our team will assist you.
Return & Exchange
Do you accept returns or exchanges?
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We currently offer a limited exchange policy under the following conditions:
If you are not entirely satisfied with the product or sizing, we provide a one-time exchange within 7 days. Send us an email request with your order number and allow 1-2 working day/s for us to get back to you.
All sales are final. We do not accept refunds once the order is completed.
In the event that an item is defective or incorrectly fulfilled, an exchange or refund may be arranged strictly in-store only
Exchanges/Refunds are only accepted if the full original packaging (including our tag) remains intact and verified by in-store staff.
We do not offer returns or exchanges for in-store purchases and promotional items.
All pre-order items, including those under "The Reserve", are strictly non-returnable and non-exchangeable.
To request an exchange due to a defect, please visit one of our retail stores with your item and proof of purchase. Our team will assess the condition and assist you on a case-by-case basis.
What if I received the wrong item or size?
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If you received the wrong item, wrong size, or your order was incomplete, please contact us within 3 days of receiving your parcel so we can resolve it promptly.
To assist you quickly, please provide:
Your order number
A photo of the item received (including size tag and packaging
A brief explanation of the issue
Our team will review the case and, if eligible, arrange for an exchange, refund or store credits at no additional cost. Please note that the item must be unworn, in original condition, and with all tags/packaging intact.
This policy does not apply to pre-order items under “The Reserve”, which are strictly non-exchangeable unless proven to be defective or incorrectly fulfilled.
What should I do if my item is defective?
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If you believe the item you received is defective, please contact us within 3 days of receiving your order so we can assist you promptly.
To report the issue, please prepare the following:
Your order number
Clear photo showing the defect
A brief description of the problem
Our team will assess the claim and, if approved, arrange for an exchange or store credit, subject to stock availability. The item must be unworn, with original tags and packaging intact.
Please note:
We do not accept returns or exchanges for change of mind or sizing issues
We are only eligible for exchange if the defect is verified and reported within the stated time frame