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Service FAQs

  • Corporate Enquiries

    • Whether you are interested in distribution and retail of our products or have a proposal for a business co-operation, please contact us at (+65) 6744 5566 or email us at 

  • Feedback

  • NCI Membership and Points

    • Since 1st January 2012, we have introduced a reward points system for our customers. This points system and other membership rewards are only available for purchases made at our outlet at Ubi and for online purchases delivered within Singapore. 

      We are updating the new membership terms and conditions for 2022. If you have any enquiries regarding this program, please call us at 6744 5566 or email us direct.

  • Membership Policy

    • When making the first purchase online from, the customer will become a member automatically. Membership is applicable only when the purchase is made successfully. The login ID is your email address and password is as typed by the customer. This login ID and password is for your usage for purchases made online only.

      Customers can login to change the password and personal information. Customers can also change on the status of their purchase by logging in. Customer information is captured in our database to speed up the check out process when customer makes a subsequent purchase. We do not sell your information and we do not have access or store your credit card details anywhere.

      By default, customers will receive a newsletter and promotional material via email or mail. If you do not wish to receive, please deactivate the newsletter option in your account.

      If you have further questions regarding our member policy, please call us at (65) 6744 5566 or send email to


  • Returns and Exchange Policy

    • Please include the invoice that you received with your parcel and indicate the reason for the return on the invoice. Send the returned item(s) to the address below. Goods must be returned within 3 days upon receipt (local) or within 4 weeks of order date (international), in original unused condition. In any special case, if the goods can not be delivered due to any unforeseen circumstance, we will contact and advise customer directly on the status. We will credit the amount to you. However, please note that items on sale are non-refundable and non-exchangeable. 

      NCI reserves the right to cancel and refuse any order that appears to be fraudulent in nature. We may contact our customer to verify their particulars and perform relevant checks to protect against frauds.

      Refunds and exchanges are processed within 48 hours of receipt. We regret that our customers have to bear the cost of sending the product back to us. Make sure your name, address, phone number and instructions are clearly indicated. All returned items should be sent by registered mail to:

      NutraCeutical Ingredients Pte. Ltd. 
      Block 3021, Ubi Avenue 2 #01-169, Singapore 408897


  • Order Processing

    • a) Cancellation of order

      • We will refund the amount paid if the order is cancelled due to the unavailability of goods
      • Once order is confirmed and submitted by the customer, cancellation will not be entertained 

      b) Confirmation of order

      • An electronic acknowledgement will be sent to the customer within 24 hours upon successful submission of the order. If items ordered are unavailable, we will notify the customer for further action.

      c) Processing time

      • Orders will be processed on the next working day.
      • Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason.


  • Delivery Details

    • NutraCeuticals Ingredient Pte. Ltd. (NCI) is based in Singapore and operates . We also offer our products worldwide via the Internet.

      Note: Local and international delivery fees may vary from time to time according to fuel surcharge and/or promotional rates from courier companies. 

      Delivery within Singapore

      In Singapore, delivery is by courier service. Orders are usually processed and delivered within 1-2 working days unless we receive special instructions from our customers. Please take note that we do not deliver on Sunday and Public Holidays. Orders placed on Sunday and Public Holiday will be processed and delivered on the next working day.

      Our delivery timing is from Monday to Saturday, 9am - 10pm (also dependant on delivery man availability). If you have any special request, please inform us at or input in the "REMARKS" section before you Check Out.


      International Delivery

      For International Customers, please select either Standard or Express International Delivery mode upon checking out. The shipping fee is calculated automatically before checkout. You can be assured of quality delivery service by our appointed reputable delivery service provider. Check international shipping rates here. As a guide, the average weight of a Recogen standard items (including packaging materials) is about 0.420 - 0.450kg per box. 

      For Standard International Delivery, we are using Singpost Air Parcel service. It is economical but the delivery time is slightly longer. Check Singpost Air Parcel service delivery time here. (Opens in new window)

      Additional Notes to Shipping (International & Local):

      1. If you have any special requests, please call us at (65) 6744 5566 or email us at

      2. All prices stated are in Singapore Dollars and inclusive of GST unless stated otherwise

      3. Working days are defined as Mondays to Fridays. Saturdays count as half a working day

      4. Delivery time is based on estimation. All items can be subjected to customs inspection which may require additional days

      5. We will not be responsible for lost in transition deliveries, customs duties and taxes applicable in your country. Custom tax will be borne by customer. 

      6. NCI reserves the right to amend shipping and handling charges as and when required

      7. NCI reserves the right to reject orders from selected addresses or credit cards that NCI believes to be fraudulent in nature.


  • Payment Details

    • a) For Singapore customers, we accept the following:

      b) For International Customers, we accept the following:

      • Visa and MasterCard secured online payment service provided by Paypal

      All payments will be denominated in Singapore Dollars. All fees and any taxes imposed by customer’s country will be borne by the customer. 

  • Service Assurance

    • At, we value our customers and we seek to meet your every demand to the best of our capabilities.

      • Items shall be packed securely to ensure that our customers receive their items in good condition
      • Work with our customers to provide them with a great shopping experience
  • Quality Assurance

    • NutraCeutical Ingredients Pte. Ltd. (NCI) guarantees the ingredients used in our products are manufactured under stringent conditions from credible and reputed suppliers in Europe. We work closely with our suppliers to ensure the best for you.