Frequently Asked Questions | FAQ
Shipping
Where do you deliver?
We currently deliver within Singapore only.
How much does shipping cost?
Shipping is a flat rate of $1.99 on all orders, regardless of size or number of items.
Shipping is FREE for orders above $60.
How long does delivery take?
Orders are delivered within 2–3 business days. You will receive a confirmation email with tracking information once your order has been dispatched.
I haven't received my order after 3 business days, what should I do?
First check your tracking link to see the latest status.
If the tracking shows no update for more than 2 business days, or if your order shows as delivered but has not arrived, please contact us via our contact form here. We will investigate with the courier on your behalf.
Returns & Refunds
What is the return policy?
You have 14 days after receiving your item to request a return. To be eligible, the item must be unused and in its original packaging. Items that have been opened, used, or are not in their original condition cannot be accepted for return.
How do I start a return?
Contact us via our contact form within 14 days of receiving your order.
Include your order number and the reason for the return. We will reply with the return address and next steps. Please do not send items back without contacting us first.
Who pays for return shipping?
We will take care of the return shipping costs for you.
When will I receive my refund?
Once we receive and inspect the returned item, we will notify you by email. If the return is approved, your refund will be processed to your original payment method. Depending on your bank or card issuer, it may take 5–10 business days for the amount to appear on your statement.
My item arrived damaged — what do I do?
We are sorry to hear that. Please contact us via our contact form within 48 hours of receiving your order and include a photo of the damage and your order number.
Damaged items are handled separately from standard returns. You will not need to return the item and we will arrange a replacement or full refund at no cost to you.
Can I return an item that I have already used?
Unfortunately not. We can only accept returns for items that are unused and in their original packaging.
If you have questions about whether a product is right for you before purchasing, please reach out, we are happy to help.
Product Questions
Do your products come with a warranty?
Our products are quality-checked before dispatch. If you receive a defective item, please contact us within 48 hours of delivery with a photo and your order number and we will make it right.
Are LOTUSENS products safe for children and pets?
Yes — diatomite is a natural, non-toxic mineral with no synthetic chemicals. For the full answer on material safety and care, visit our How it Works Page.
Still have questions?
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