FAQ

The CAL Co.

Customer FAQ

We are here to answer all your queries and concerns. If you don't find what you're looking for,

please write to our Customer Care at [email protected]

I. General

1. How should I start ordering at The CAL Co.?

Follow these simple steps for the ordering process:

  1. Go to www.thecalco.com.
  2. Login to your account.
  3. Browse the products you’re interested in.
  4. Click ‘Quick View’; and click ‘Add to Cart’.
  5. Proceed to checkout, and populate all required delivery and payment fields.
  6. Click ‘Place order’.
  7. Then that’s it, your order is received and is now in the process.



II. My Account

1. How do I register for an account?

Creating a new user account is simple as 1-2-3!

Here’s how you can create your account in The CAL Co.:

  1. On the top right corner of www.thecalco.com, click ‘Register”.
  2. Once clicked, you will be redirected to the registration page; wherein you will be asked to populate all the required fields.
  3. Once all the field has been filled, you can now create an account by clicking ‘Register’ button


2. How do I sign in to The CAL Co.?

  1. Once you have landed on www.thecalco.com, click ‘Sign In’ on the top right corner of the page..
  2. Fill out your email and password;
  3. Click ‘Sign In’, and that’s it, you’re now logged in to your account.


3. I forgot my password, what should I do?

  1. Once you have landed on www.thecalco.com, click over the ‘My Account’ and select ‘Forgot Your Password’.
  2. You’ll be redirected to the Forgot Password page; wherein you will be asked to fill in the email address you’ve registered with.
  3. After you fill in your email address, click on the ‘Reset Password’ link.
  4. You will be receiving an email confirmation that indicates the reset password link;
  5. After clicking the reset password link, you will be redirected to your profile page, and will be asked to fill in your new password and confirm password.
  6. Click ‘Save’ and your password is now successfully updated.


4. Can I change my password?

If you’re a logged in user:

  1. Click over your ‘My Account’, and select ‘Profile Details’;
  2. Fill in your new password and confirm the password.
  3. Click ‘Save’
  4. and that’s it, your password is now successfully updated.


5. How do I log out of my account?

Once logged in, click over ‘My Account’, and select ‘Sign Out’, by that you are now logged out from your account.


6. I found difficulties when signing in and out, who should I contact?

For any account difficulties, please reach us out in our customer support email at [email protected].



III. Shopping With Us

1. How do I start shopping at The CAL Co.?

Follow these simple steps for the ordering process:

  1. Go to www.thecalco.com.
  2. Login to your account, and you’ll land on the home page.
  3. Browse through products that you’re interested in.
  4. Click ‘Quick View’; and click ‘Add to Cart’.
  5. Proceed to checkout, and populate all required delivery and payment fields.
  6. Click ‘Place order’.
  7. Then that’s it, your order is received! Your delivery should arrive in as soon as 2 working days.


2. Can I cancel my order?

You can cancel your order within 12 hours of your purchase.

For any order cancellations, please send us an email at [email protected] using the following email format:

Email Subject: [Order ID #]  [Your Name] | Cancellation Request

Email Body:

[Your reason for order cancellation]


3. Will I get a refund for my cancelled order?

You will receive a store credit for your cancelled order, but you will not be able to receive a refund. 

For any order cancellation and store credit requests, please send us an email at [email protected] using the following email format:

Email Subject: [Order ID #]  [Your Name] | Cancellation and Store Credit Request

Email Body:

[Your reason for order cancellation and Store Credit]


4. I checked out the wrong order, can I change it?

Unfortunately once an order is made, it cannot be changed. Please reach out to us at [email protected] to request a store credit as per previous FAQ, and proceed to make a new order with the correct items you wanted.


5. I received a damaged/defective product, can I return it?

For any returns due to damaged/defective products, please send us an email at [email protected] with the following email format:

Email Subject: [Order ID #]  [Your Name] | Return Request

Email Body:

[Your reason for returning the item]

Important: Please snap a picture or video proof that your product is damaged/defective and email it to us within 48 hours of receipt.


6. Can I add/remove items after making an online purchase?

Unfortunately once an order is made, it cannot be changed. 

For adding items, please proceed to make a new order.


7. Is there any notification when my order is out for delivery?

You will receive an email notifying you that your order is out for delivery. 


8. Where do you deliver to?

The CAL Co. delivers islandwide within Singapore, except: at the airport, army camps, prisons, hotels, P.O boxes, offshore islands and other restricted areas.




IV. Payment

1. What payment options does The CAL Co. support?

We support different types of payment options, and these are:

  1. Credit Card via Stripe
    1. VISA, Mastercard, JCB, American Express
  2. Debit Card via Stripe
    1. VISA, Mastercard, JCB, American Express
  3. PayPal

We also offer the following payment options for verified and approved buyers:

  1. Cash on Delivery 
  2. Bank Transfer on Delivery 

We are working on integrating more payment gateways and partners to offer you more flexible payment methods.


2. I would like to get an e-invoice of my purchase. What should I do?

We automatically send an invoice to your email when a purchase is made. If you would like to view previous and current invoices, please do the following: 

  1. Go to ‘My Account’ order history.
  2. In each order, you may see an ‘print’ icon under the action.
  3. Click the ‘print’ icon, and you’ll be redirected to the page where you can view, download, or print the invoice.



V. Delivery

1. How is my order being delivered?

Your order will be delivered by our in-house fleet to  the delivery address provided by you in as soon as 2 working days after the Lead Time that is listed on the product page. 


2. How much does the delivery cost?

We are offering Free Delivery for a limited time during our beta launch!


3. Which area can The CAL Co. deliver to?

The CAL Co. delivers islandwide within Singapore, except: at the airport, army camps, prisons, hotels, P.O boxes, offshore islands and other restricted areas.


4. When will I receive my order?

Your order will be delivered to you in as soon as 2 working days after the Lead Time that is listed on the product page.


5. My order is delayed. When will I receive it?

For any order delays, please send us an email at [email protected], or whatsapp us at +65 8778 9784 for assistance. We will get back to you within 24 hours.


6. Some of my items are missing. What should I do?

For any missing items in your order, please reach us as soon as possible at [email protected], or whatsapp us at +65 8778 9784.

Important: Please snap a picture or video proof that your order is incomplete and email it to us within 48 hours of receipt.

We will get back to you within 24 hours.


7. What if I am not available when my order arrives?

Our delivery fleet will give you a call on your mobile number provided at checkout. If no one is present to collect the delivery, we will hold on to your order to prevent any damages or theft, and re-deliver at the next available slot. Thank you for your understanding!

Please feel free to reach out to [email protected] should you have any doubts to clarify!


8. Why did I receive my order in separate deliveries?

Some of your orders may come from different storage locations and have different lead times. As such, some items might take more time before it’s received by our in-house fleet for delivery to your doorstep. We will schedule the deliveries with as little delay as possible.


9. Can I change my delivery date?

Please contact +65 8778 9784 to change your delivery slot.

10. Can I get a faster delivery?

We will do our best to get products to you as quickly as possible. If there is a chance for a quicker delivery, we will notify you!


11. How do I return something to you?

Please send us an email at [email protected], or send us a message at +65 8778 9784.


12. How do I know if you received my return?

We will send you a confirmation email to your registered email address notifying you of the return.



VI. Contact Us

1. How can I reach your team?

To reach us, please write to [email protected], or send us a whatsapp at +65 8778 9784. We will get back to you within 24 hours.