Shipping policy

Last updated : 1 October 2026

We ship from Singapore to customers around the world.  This policy explains what you pay, how long delivery takes, who is responsible for import charges, and what we do when something goes wrong.

It forms part of our Terms of Service.  Where this policy and the Terms conflict, the Terms apply.

All orders are shipped by courier.  We do not ship to post office boxes.

1. Processing and dispatch

We aim to dispatch orders within one business day of receiving them.  Orders placed at a weekend or on a Singapore public holiday are processed on the next business day.

At busy periods, and occasionally when we are waiting on stock, dispatch can take longer.  If your order will be held for more than three business days we will email you rather than leave you watching a tracking page that has not moved.

You will receive a confirmation email when you order and a second email with tracking when the parcel leaves us.  If an order contains more than one item we may send them separately, at no extra cost to you.

2. Delivery in Singapore

Standard delivery costs SGD 10, and is free on orders above SGD 100.  The estimated delivery window is two to three business days from dispatch.

Same-day delivery costs SGD 20.  Order by 3pm and we will deliver the same day.  Orders placed after 3pm are delivered by noon the following day.  Same-day delivery is available for addresses in Singapore only, and it is not available on weekends or public holidays.

You can cancel any order at any point before it is fulfilled, and it will not be sent.  Email hello@wearematre.com with your order number and we will stop it and refund you in full, including any delivery charge.  This applies to every order, including same-day delivery in Singapore and including the first order on a subscription.  Same-day gives you a short window, so tell us straight away.

3. Delivery outside Singapore

Shipping is charged at live DHL rates for your address and is calculated at checkout, so you see the exact amount before you pay.

Shipping discounts.  The more you order, the less you pay to ship it :

  • SGD 100 to 199 : SGD 5 off the shipping charge

  • SGD 200 to 299 : SGD 10 off

  • SGD 300 to 399 : SGD 15 off

  • SGD 400 to 499 : SGD 20 off

  • SGD 500 and above : SGD 25 off

How long it takes.  Your estimated delivery window is the DHL shipping promise shown at checkout plus one business day for us to pack and dispatch.  If checkout shows "DHL Express, 2 business days", expect delivery in about three business days.  That is an estimate and not a guarantee.  Customs clearance in particular is outside anyone's control and is the most common reason a parcel takes longer than the promise.

Where we ship.  The destinations available to you are the ones the checkout offers.  We may decline or cancel an order to a destination where we cannot ship a dietary supplement lawfully or reliably, and if we do we will tell you and refund you in full.

4. Import duties, taxes and clearance fees

This is the part of international ordering that surprises people most often, so we would rather be direct about it than bury it.

The price you pay us does not include import charges.  For orders shipped outside Singapore, you are the importer of record.  Your country may charge customs duty, import tax, VAT or GST, and the carrier may add a clearance or handling fee.  These are assessed by your own government, not by us.  We do not receive any part of them and we cannot tell you the amount in advance.  Depending on where you live, these charges are either collected before the parcel is released or asked for at the door on delivery.

If the charges are not paid.  The parcel will be held, then returned to us or destroyed by the carrier, depending on the destination.  If it comes back to us and the goods arrive in resaleable condition, we will refund the price of the products.  We cannot refund shipping, either outbound or return, and we cannot refund goods that do not come back to us.

Before you order, it is worth a moment to check what your country charges on imported goods.  It is usually easy to find and it prevents an unwelcome bill later.

5. Rules where you live

Supplement rules differ from country to country.  An ingredient sold freely in Singapore may be restricted, or treated as a medicine, where you live.  Before you order, please satisfy yourself that the product, the ingredients it contains and the levels at which they are present are permitted in your country.  If a parcel is detained, seized or refused entry for that reason, we cannot recover it and we cannot refund it.

This, a parcel stolen after a confirmed delivery scan (section 7), and goods that never come back to us (sections 4 and 8) are the situations where the goods are gone and we cannot refund you.  It is why we ask you to check first.

6. Tracking, title and risk

Every order is sent with tracking.  You will get the number by email when the parcel is dispatched, and you can follow it from your account.

Title and risk of loss pass to you when we hand the products to the carrier.  That is the legal position, and section 7 sets out what we actually do when a parcel goes missing or arrives damaged, which is more than that position requires of us.

Nothing in this section limits any right you have under the law of your own country that cannot be contracted out of.

7. Late, lost, damaged and stolen parcels

Email hello@wearematre.com for any of these and we will assist.

Late.  If tracking has not moved for seven days, tell us and we will chase the carrier.  Customs holds are the usual cause and they clear on their own more often than not.

Lost.  If a parcel does not arrive, tell us within 30 days of the last tracking scan, or within 30 days of dispatch if there was never a scan.  We will open an investigation with the carrier, and if the parcel cannot be found we will resend your order or refund it in full, whichever you prefer. 

Damaged.  If anything arrives damaged, tell us within seven days of delivery and send a photograph of the product and the outer packaging.  The window is short because the packaging is the evidence and it tends to be thrown away.  We will replace the damaged items or refund them.

Stolen after delivery.  Where tracking shows the parcel was delivered to the address you gave us, it has been delivered, and we cannot replace or refund it.  We will still open an investigation with the carrier if you ask, because carriers occasionally scan a parcel as delivered before it has been, and that is worth ruling out.  This, a parcel seized at the border (section 5), and goods that never come back to us (sections 4 and 8) are the situations where the goods are gone and we cannot refund you.

None of this is limited to your first order, and none of it counts against the 90-day money-back guarantee in our Refunds and Cancellations Policy.  That guarantee is about the product not suiting you.  This section is about the parcel.

8. Wrong address, refused and returned parcels

Check your address before you pay.  Once an order is fulfilled we cannot change where it is going.

If the address was wrong or incomplete and the parcel comes back to us, we will resend it to a corrected address and charge you the actual shipping cost of doing so. If you would rather not have it resent, we will refund the price of the products once they reach us in resaleable condition, without the shipping.

If you refuse the parcel, or it is returned because import charges were not paid, section 4 applies : we refund the price of the products once they reach us in resaleable condition, and shipping both ways is not refunded.

If a parcel is returned to us for any other reason, including repeated failed delivery attempts, we will email you before doing anything with it and agree what you want.

We cannot refund goods that do not come back to us.

9. Delays outside our control

If something outside our reasonable control prevents or delays delivery, section 17 of our Terms of Service applies : our obligations are suspended for as long as it lasts, we will tell you, and if we cannot deliver at all you may cancel for a full refund including delivery charges.

If your order has not been dispatched within 30 days of the day you placed it, we will contact you with the choice of waiting or cancelling for a full refund.  You do not have to chase us for that.

10. Your rights, and how to reach us

Nothing in this policy limits any right you have under the law of your own country that cannot be contracted out of.  You keep your rights in respect of goods that are faulty, not as described, or not fit for purpose.  Those rights are not affected by the time limits in this policy.

For anything to do with a delivery, email hello@wearematre.com with your order number.  We aim to reply within one business day.

VLX Group Pte Ltd (UEN 202614296D), trading as MATRĒ.