Frequently Asked Questions (FAQ)
Shopping
Do I have to set up an account to make a purchase?
No, you can choose to register for an account or check out as guest. If you wish to register for an account, please click here.
Can I cancel or amend my order after confirmation?
To ensure your order is smoothly processed and promptly delivered, we regret to inform you that we are unable to amend or cancel any order(s) after confirmation.
Can I view or purchase the items in person?
Yes, you can head down to any of our two outlets to view and purchase the products.
Head Office: 175A Bencoolen Street, Burlington Square #12-08, Singapore 189650
Opening Hours: 9.00am – 6.00pm, Monday – Friday (Closed on Public Holidays)
Souvenir Counter*: Police Heritage Center, 28 Irrawaddy Road, Singapore 329560
Opening Hours: 10am – 5pm, Tuesday to Friday (Closed on Public Holidays)
*Kindly note that the Souvenir Counter is not accessible to members of the public. Security clearance is required to enter New Phoenix Park (NPPK).
What if an item is out of stock?
We are sorry that you are unable to get hold of your desired item. If you wish to be notified on its availability should the item be restocked, please leave your email address under “What's New”.
How do I know if my order is confirmed?
After payment, you will receive a confirmation email from POLWEL with the purchase details.
I’m a PCWF / HomeTeamNS / Home Team / SPRA Member. How do I apply my membership discount?
PCWF / HomeTeamNS / Home Team / SPRA members can only enjoy the discount at the retail outlets.
Payment
What are the payment methods that your site accepts?
Currently, we accept payments via Mastercard and Visa.
Shipping and Delivery
How are shipping fees tabulated?
For orders below SGD $80, a flat shipping rate of $4 will be charged.
We offer free shipping for orders above $80.
How long does it take for me to receive my purchase?
Upon confirmation of your order, the parcel will reach you within 1 week.
Can I expedite my order?
For urgent or same-day delivery requests, please contact us at retail@polwel.org.sg. Our team will be in touch with you. Please note that additional charges apply for urgent requests.
Do you ship internationally?
We regret to inform you that we currently do not accept overseas orders.
Will there be an additional charge for re-delivery?
Yes, there will be an additional charge for bounced parcels. Our team will contact you via email to arrange for re-delivery of the parcel.
I haven’t received my parcel. Who should I contact?
Please contact us at retail@polwel.org.sg with your order number. Our staff will be in touch with you on the order and delivery status.
Return & Exchange
I’ve received a defective item. What should I do?
We apologise for sending you a defective item.
Please email us at retail@polwel.org.sg with your order number, name of the affected item, and a photograph of the defect. Our team will be in touch with you to arrange for a replacement of the defective item.
What is the replacement process?
Defective cases should be highlighted to us within 7 days of receiving your order.
How do I return or exchange an item?
Currently, we do not accept returns. For defective items, we offer a one-to-one exchange within 7 days of purchase.
General
How can I be updated when there are new products or promotions?
Please sign up for our newsletter to receive updates when there are new products or promotions. The sign-up section is at the bottom right corner of our homepage. Alternatively, you can email us at retail@polwel.org.sg
What should I do if I have forgotten my password or wish to reset my password?
If you have forgotten your account password, kindly head to the sign in page and click “Forgot my password”. You will be redirected to another page to key in your email address and our team will send you a link to reset your password.
You can change your password under the account profile settings.