CUSTOMER SERVICE

My Order

• Members who hold a FitLion account are able to edit/modify matters relating to their orders on their account’s dashboard.
• Customers who check out at Fitlion.com as a guest are not able to edit/modify their orders. Please email sg@fitlion.com for order related matters.

Payments

• FITLION accepts payments made by Credit Card/Debit Card/Paypal/Cash. These modes are charged immediately upon the packing of order from the warehouse.
• All Cash on Delivery orders is to be made in full upon delivery.
• There is strictly no cancellation of orders after orders are placed.
• The base currency used in FitLion is in Singapore Dollars (SGD) and all transactions will be performed in the base currency. Prices are subject to change at the sole discretion of the Company, without prior notice.
• We are unable to change payment methods (e.g. from cash to credit card and vice-versa) once orders are placed. If you wish to change the mode of payment, please proceed to your account’s dashboard to cancel your order on the order page, or email us at sg@fitlion.com.

Promotions

• Promotions are not extendable after the end of the promotion period. Any promotional rates, discounts and freebies not purchased/claimed during the promotional/redemption period for any reasons; including but not limited to website error, overseas, not checking your email account, etc., would not be entertained. FitLion shall have the right to refuse such requests.
• All applicable discounts/vouchers will be sent to your FitLion account’s registered email address or online account dashboard. To ensure the validity and timely redemption of your discounts/vouchers, please check your account dashboard regularly, and all of your email account’s folders, including spam/junk mail.
• For errors when applying promo codes/credits (proFIT$) encountered during checkout, please check if:
  • The promo code/credits (proFIT$) had expired and/or
  • The promo code had been used in an order and/or - There are items in your cart
  which are special-priced, on promotion, on clearance, or not a regular-priced item.
  For credits (proFIT$) expiry, please find out more here.
• FitLion reserves the right to cancel or modify orders, or withdraw the use of promotional codes/any other discounts, where promotional codes/any other discounts are used in the following circumstances:
  1. suspicious or deceitful promotional codes/any other discounts used;
  2. promotional codes/any other discounts manipulation, including promotional codes/any other discounts redeemed using multiple accounts or multiple checkouts associated with the same customer or group of customers; and/or
  3. promotional codes/any other discounts used in dishonesty (including resold promotional codes/any other discounts, or use of promotional codes/any other discounts on orders made and intended for resale).
• Promotional codes/any other discounts are not exchangeable for cash.
• FitLion reserves the right to change these terms or cancel any promotions at any time without notice.

Returns & Exchanges

• Changed your mind? No problem. Return the unopened product, with the packaging intact. However, our returns and exchange policy do not apply to the following:
  1. No returns and exchanges on bars, even if melted.
  2. No returns and exchanges on Ready-To-Drink products.
  3. No returns and exchanges due to taste/smell.
  4. We are not responsible for health/fitness claims or general or specific guarantees made by manufacturers for their health products.

• There may be an administration fee for product returns.
• For approved returns and exchanges, you will be refunded your original payment as store credit (proFIT$). Should a promotional code be used in your initial purchase, we will not be able to retrieve/re-issue it and place it back in your account. Only earned credits (proFIT$) can be refunded to your account. An email confirmation will be sent to indicate this.

To find out more about proFIT$, please click here.

Refunds & Cancellations

• There is strictly no cancellation of orders after orders are placed.
• To request a refund, please email us at sg@fitlion.com. Only earned credits (proFIT$) can be refunded to your account.
• The cut-off time for any request is 2 pm (the day before for deliveries between Tuesday and Saturday) and 9.30am (on Saturday for deliveries on Monday). Any approved requests will be processed within 24 business hours.
• We do not process partial cancellations, i.e. not all the items in your order. You’ll have to cancel your entire order and place a new order, of which there may be cancellation fees incurred.
• Should a promotional code/any other discounts be used in your initial purchase, we would not be able to retrieve/re-issue these for refunds requests. The used promotional code/any other discounts would be deemed as void. Should proFIT$ be used in your initial purchase, we will credit the amount used back to your account.
• Upon completion of the refunds process for orders made by Credit Card/Debit Card/Paypal, there is an estimated processing time of 21 working days. The funds should be credited back to your Card or Paypal account. An email confirmation will be sent to indicate this.

Delivery

• FitLion delivers to anywhere in sunny Singapore. For deliveries to condominiums, office buildings, army camps, and hotels, please ensure that these establishment’s security team is informed of your order’s delivery. Should there need be, ensure that the security team/concierge is able to receive the order on your behalf.
• Delivery slots are subject to availability. You may view the availability on the checkout page of your shopping cart.
• FitLion will strive to deliver the products to your delivery address within the delivery timeframe selected by you. We do not and cannot guarantee that the delivery time slots will be met as there may be factors beyond our control which may result in early or delayed deliveries such as weather, traffic, haze, etc. You agree that FitLion shall not be liable for any deliveries made outside the delivery time frame.
• Should your delivery be delayed, an SMS will be sent to you by our delivery team 30 minutes to 1 hour before the end of your delivery time-slot.
• For orders that are instructed to be left at the doorstep/ riser/ shoe rack/ cupboard/ reception area, it shall be at your sole risk and you accept all liability and risk of loss, theft, and damage. For all other deliveries, please arrange for someone to receive the delivery and sign off the delivery device.
• Should the delivery attempt fail, subsequent re-deliveries would be subjected to an additional $7 per re-delivery attempt. There is strictly no cancellation of orders after orders are placed.
• To schedule a re-delivery, please email us at sg@fitlion.com.

• To find out more about our online store credit (proFIT$), please click here.

International Shipping

• FitLion currently does not offer International Shipping from Singapore. For customers based in Malaysia, do visit https://my.fitlion.com/ for deliveries within Malaysia.

Technical Issues

• Alternatively, you could try different browsers (e.g. Internet Explorer, Mozilla Firefox, Chrome, etc.) or a different device to access the website.
• Please email us at sg@fitlion.com if the issue is still not rectified.

International Shipping

• FitLion currently does not offer International Shipping from Singapore. For customers based in Malaysia, do visit https://my.fitlion.com/ for deliveries within Malaysia.

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