Welcome to our customer service portal - below are some FAQs to answer most problems.
If you have any additional questions, concerns or comments, please use our contact us form and we will reply you via email.
HOW MUCH DOES SHIPPING COST?
$18 Standard Delivery (2-3 Business Days)
- We use DHL and Fedex (4-7 Business Days)
* Please note that orders placed after 12noon GMT will be processed the next day.
WHERE DO YOU SHIP TO ?
We ship worldwide.
WHEN WILL I KNOW MY ORDER HAS BEEN SHIPPED ?
When you receive your dispatch confirmation email from us, it will contain your tracking number. This will let you know that the order has left our warehouse and is on its way. Please note it may take a few hours for any movement to show.
CAN I TRACK MY ORDER ?
We use FedEx, DHL & Singapore Post
For FedEx shipments, you can check progress at www.Fedex.com
For DHL shipments, you can check progress at www.DHL.com
For Singapore Post shipments, you can check progress at www.singpost.com
CAN I HAVE A DIFFERENT DELIVERY ADDRESS TO MY BILLING ADDRESS ?
Yes you can but orders can be delayed while we verify that the shipping address is legitimate. We recommend that you ship to the address the card is issued to to avoid delays.
I AM HAVING TROUBLE PLACING AN ORDER?
We are sorry to hear this. Please contact our customer service team by using our contact us form and we will do our best to resolve this issue for you.
CAN I ORDER OVER THE PHONE ?
CAN I CHANGE MY ORDER ONCE ITS PLACED ?
Once your order has been confirmed, our staff cannot change or edit the order due to administrative reasons.
If you have placed an order incorrectly, please contact us and we will cancel the order, allowing you to re-order the correct items.
WHAT PAYMENT METHODS DO YOU ACCEPT ?
DO I HAVE TO PAY CUSTOMS AND IMPORT DUTIES ?
The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country.
WHAT IS YOUR RETURNS POLICY ?
All goods sold at PacificCarryMe.com are non-refundable and non-exchangeable.
I RECEIVED A DEFECTIVE ITEM, WHAT DO I DO ?
If you receive a defective item that you have purchased and you would like to return it, please first contact us at firstname.lastname@example.org within 14 days from the receipt of delivery/collection with your order number and a photograph of the item to expedite the process.
All return orders must be mailed within 14 days of receipt.
All return items must reach us in its original condition, please do not remove any tag or take out the product from the original packaging.
For a bike to be returned, it must be brand new, unused, without scratches and accompanied by the original packaging and receipt. The bike tyres cannot be used.
You will bear your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach us may vary.
If you are shipping an item over S$75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Only regular items can be refunded. Sale or clearance items cannot be refunded.
CAN I EXCHANGE MY ITEM FOR ANOTHER?
We allow exchanges only if we have sent you an incorrect item. Please contact us within 14 days from the date of receipt to request for an exchange. All items must be returned in its original packaging and unused.
For local customers, you can visit our store at 239 Lavender Street with your item and receipt for us to process your exchange.
For international customers, the return shipping costs will be absorbed by you.
CAN IT BE UPGRADED TO 2-SPEED?
You can simply upgrade your CarryMe to two-speed with the Dual Speed Drive.
CAN CARRYME BE BROUGHT UP TO PUBLIC TRANSPORT, SUCH AS TRAINS?
Absolutely yes! CarryMe is designed to be able to bring along wherever you go. It super compact when folded and takes up very little space on the train. (Some places may require a dust cover or carry bag)
HOW FAST CAN A CARRYME GO?
At 70-90 cadence rate, CARRYME's speed can reach 19-21km/hr. Some riders even successfully exceed 30km/hr.
The recommended speed: 13km/hr.