We take our customer service seriously so that customers get the best possible shopping experience and support from us.
We strive to provide the best possible support for our customers. This section provides some useful information to help customers with common queries.
Questions and/or Feedback
For any further questions and/or comments please contact us and we will get back to you as soon as possible. We encourage your thoughts and feedback. Thank you in advance for reaching out!
1. Before You Order
Here are a couple of things to take note of before placing your orders. Customers can refer to our "Shipping Destinations" list to check the destinations that we ship to. If your location is not on the list, you can send us an email request and we will try our best to find a way to help you. In addition, customers should also consult the customs legislation of your country. Customers are responsible for import duty fees, brokerage fees, taxes, other costs and shipment delays due to customs, if any. Refer to our "Shipping Policy" for more shipping information.
For small quantity (<25 units) purchases of the ZipGrow™ towers, customers may wish to consider participating in a group purchase order, where orders from multiple customers located in the same country/state will be consolidated into a single order and shipped as a single shipment, which can reduce the shipping and customs clearance costs incurred per tower. A group order requires a minimum consolidated quantity of 25 towers in order for it to be shipped out. Refer to the "Order Consolidation" page for more information.
2. How To Purchase
Prior to placing your order, you can contact us (firstname.lastname@example.org) to confirm that the items you want are in stock, before simply adding the product(s) to your shopping cart. When you are done shopping and ready to checkout, proceed to your cart and hit the "Go to Checkout" button to proceed to the "Shipping" page.
At the "Shipping" page, complete the details required for the following sections:
"Shipping To": Select the country that the goods will be shipped to.
"Shipping Method": Customers are given the option to choose if they wish to purchase insurance for their shipment, which is highly recommended especially for large commercial quantity orders.
"Payment Method": Choose your preferred payment option.
"Shipping Details": Fill in your shipping address and contact details.
Finally, when you have completed the above, continue on to the "Payment" page to key in your payment details to confirm your purchase.
3. Insuring Your Goods Shipment
Customers can choose to insure their shipment against damages, lost etc.
4. Payment Policy
UPGROWN FARMING CO. accepts online payments only through PayPal, which includes credit card payments. You do not need a PayPal Account to pay for your items through PayPal.
Packages will NOT be sent until the payment has been received. Customers are obliged to pay within three days of placing the order. If payment has not been received on the third day, the transaction will be cancelled.
If you are having issues with PayPal or any other aspect of the transaction, please do not hesitate to contact us. We will work with you to accommodate your needs.
5. After You Order
Upon submission of the online order and payment, the customer will be contacted by our staff via email to confirm the order and shipping destination.
An "Order Confirmation" will then be sent out to the customer via email to confirm the order is being processed for delivery. The customer will also be notified of the estimated delivery date. Depending on the size of the order and the destination, it will typically take around 2-7 weeks for the goods to be delivered to the customer.
If you have chosen to purchase insurance for your shipment, you will also receive a copy of the insurance policy.
6. Receiving Your Order
Customers are responsible for your local customs clearance. Customers will need to pay for any customs charges and taxes if applicable. Refer to "Customs" for more information.
Once the shipment has arrived, customers should check that the received goods are correct and had been delivered in good condition. We will contact you to confirm it.
The shipping rates for the products we sell are weight-based. Shipping fees for destinations outside Singapore are subjected to rates provided by our shipping service providers. However, customs import duties, taxes, and charges are NOT included in the item price or shipping cost. For orders shipped outside of Singapore, you should consult the customs legislations of your country. We do not take responsibility for import duty fees, brokerage fees, taxes, customs charges charges and shipment delays due to customs, if any. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying. The prices of items may also be subjected to monthly adjustments due to the fluctuating shipping rates of our shipping providers.
We are able to ship to most destinations in Asia, including Singapore, Malaysia, Indonesia, Thailand, Brunei, Philippines, Vietnam, Myanmar, Cambodia, China, Hong Kong, Macau, Taiwan, South Korea, Japan, and India.
Singapore customers can choose to self-collect from our warehouse or have the orders delivered. A flat rate delivery fee of 50 SGD applies to all deliveries within Singapore.
International shipping to destinations in Asia is available. Customers outside Singapore will receive a separate bill for shipping charges. Customers may wish to send in a request to us (email@example.com), to get an estimate on the shipping charges for your particular destination.
We are able to ship to other destinations that are not on the list. If you would like us to ship to a destination that is not on our list, please contact us and we will advise you further on the product pricing and shipping rates.
For customers in Australia, you can purchase ZipGrow™ products from GrowPacked.com.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items, the quantity of your order, and the shipping destination. Typically, it will take between 2-7 weeks for your items to arrive. We appreciate your patience while you wait for your items to arrive.
When shopping with UPGROWN FARMING CO., you're responsible for assuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of Singapore may be subject to import taxes, customs duties and fees levied by the destination country. 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. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and can't predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Unfortunately, due to the bulky nature of the products and the high costs required to transport them, products that have been purchased cannot be returned/refunded. However, if you wish to sell your towers, we may be able to link you up with others near you that may be interested in purchasing used/second-hand towers.
If the product is lost or you, upon receiving, notice that the item has been damaged during transport, UPGROWN FARMING CO. will not be liable and will not refund or exchange damaged or lost items. We strongly advise customers to purchase shipping insurance for their shipments to protect against any damages or lost during transport.
For unclaimed packages that are sent back to us, UPGROWN FARMING CO. reserves the right to charge the customer a handling fee to cover return shipping and freight companies administrative costs.
For basic technical support, customers can refer to the "Tutorials" page, which consists of helpful instructional videos. We will be happy to answer any technical questions or problems that you may still have on the products. Simply drop us an email (firstname.lastname@example.org) and we will respond to the queries shortly.
Also, do check out the consultancy services that are offered by UPGROWN FARMING CO.
Resale of Used/Second-Hand Towers
Sellers: For ZipGrow™ tower owners who wish to sell or donate their used/second-hand towers that are still in good working condition, you can get in touch with UPGROWN FARMING CO. and we will help to connect you with other interested buyers near your area.
Buyers: For interested buyers of used/second-hand towers, you can also notify us of your interest and we will put you in queue on the waiting list. We will notify you as soon as the towers become available. We will then connect both the seller and the interested buyer, where they can then proceed to have discussions and make arrangements between themselves personally to complete the transaction.
Note: The arrangement for the transaction of the goods, delivery and payment is the responsibility of both the buyer and seller; all transaction risks are to be borne by both parties. UPGROWN FARMING CO. will not be responsible for any part of the transaction.
Interested buyers and sellers of used/second-hand ZipGrow™ towers can contact us at: email@example.com