Frequently Asked Questions

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Onecare Family

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How soon will I receive my items?

For international shipping, delivery will take approximately 5-14 business days.

However, due to COVID-19 situation, you may experience a delay in the delivery of your order. We apologize for any inconvenience caused.
To get the most up-to-date delivery information once your order has been shipped, please refer to the tracking information in your Shipping Notification email.

*Applies to in-stock items only. Please take note that Pre-order item(s) may take a longer time to receive. The dates provided are estimates and are subject to change.
*We do not take responsibility should the item(s) be delayed beyond our control such as, due to courier service delays, emergency, adverse weather conditions, or other environmental factors. Please contact the courier company should you need further information.

How do I manage my shipment?

For deliveries by DHL, you may manage or customize your shipment details once it has been passed over to DHL via On Demand Delivery (ODD). You will have the flexibility to make changes directly under ODD such as scheduling a delivery date, authorizing a signature release, or others while your shipment is en route.

Using the tracking (shipment waybill) number, you may log in or manage your shipment as a guest on the DHL On Demand Delivery (ODD) website here.

*Do note that this service is only applicable for delivery via DHL only.

Will any signature be required on delivery?

Yes, and if you are not available to receive the delivery, you may consider shipping your purchase to an address where you have someone who is available to collect on behalf of you.

Alternatively, you can have it delivered to your office address (please include the business name in the address details), University, and/or College campus. Please note that your purchase may be left at the reception counter, administration office, or mail room, and we are NOT responsible for any parcel lost or misplaced.

Orders cannot be shipped to P.O. Box addresses.

Is there a delivery fee?

Delivery fees vary according to countries. You may look for the delivery fees imposed at the checkout page.

FREE delivery is provided for purchases above a certain amount, depending on the country and currency. You may check for free delivery entitlement upon checking out.

Import duties and taxes may be imposed once the parcel has reached customs, but rest assured that you do not have to bear the fees. Kindly refer to our shipping policy for more info here.

What if it was stated that the parcel was delivered, but I didn’t receive it?

Sometimes shipments may be stated as ‘delivered’ before they actually arrive due to the courier’s tracking system error that is out of our control. Thus, in such cases, you do not have to worry as your parcel will most likely be delivered in 2-3 business days.

Should your parcel still not be delivered after waiting for 2-3 business days, please:

1. Check with neighbours, family members, and colleagues.
2. Look around the delivery location.
3. Check for notice of attempted delivery.
4. Contact the courier company with your tracking information for further information.

If there is still no sign of your parcel after completing the recommended steps above, kindly reach out to our Customer Support Team at [email protected] for further assistance.

What should I do if I have an allergic reaction to the product(s)?

Onecare is not responsible for any allergic reaction caused by any particular ingredients stated on our website and product’s package. However, we will provide a return alternative for one unit of the products purchased, should a medical report be provided as proof that our ingredients have caused the reaction.

Prior to purchasing/consuming/applying any Onecare and ORIQUE products, we highly encourage you to read through the ingredient list on our website and recommend having a good understanding of your skin and health condition or any allergies you might have.

Kindly refer to our return policies and its terms and conditions here.

The items I’ve received are damaged/incorrect. What should I do?

When your order arrives, please inspect the parcel and item(s) for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear and tear, however, if damage occurred to the item(s) in your shipment or you have received the wrong item(s), please contact our Customer Support Team at [email protected] immediately for further assistance.

To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

For a return and refund request, kindly refer to our return policies and its terms and conditions here.