Frequently Asked Questions
ffvtmm.com FAQ
Dear ffvtmm.com users:
To help you quickly resolve any questions you may have about purchasing on our independent website, we have compiled the following FAQs. If your question is not answered here, please feel free to contact us through official channels for further assistance.
I. About the Platform and Company
What type of platform is ffvtmm.com? Who is the company behind it?
ffvtmm.com is an independent website specializing in providing electrical products to users in Singapore, covering categories such as small appliances, smart appliances, and electrical accessories. The platform is operated by Yiwu Yizhan Trading Co., Ltd., whose legal representative is Mr. Li Lei. The company address and return address are both Room 205, Unit 1, Building 51, Xiajitang Village, Chengxi Street, Yiwu City, Zhejiang Province (self-declared). All information has been self-declared in accordance with regulations to ensure compliance.
How can I confirm the authenticity of products purchased on ffvtmm.com? We guarantee that all electrical appliances sold on ffvtmm.com are genuine and undergo rigorous quality inspections before shipment. You can verify this by looking at product packaging, including brand logos, manuals, and warranty cards. We also rely on the regulated supply chain of Yiwu Yizhan Trading Co., Ltd. to ensure product quality from the source. If you have any questions about product authenticity, please contact customer service for verification.
II. Shopping
Do I need to pay for shipping when shopping on ffvtmm.com?
No. We offer free shipping for all orders in Singapore. Whether you purchase a single item or multiple items, as long as the delivery address is within Singapore, we cover all shipping costs from our domestic warehouse to your designated address. You will not incur any additional shipping charges.
How can I check the status of my order after placing it? You can check your order status in two ways:
Log in to ffvtmm.com, go to the "My Orders" page, and find the order to view its real-time status, including "Pending Payment," "Pending Shipment," "In Transit," and "Completed."
If you have provided an email address, we will automatically send you notification emails when your order status is updated (e.g., shipped, refunded). The emails will include key order information and instructions.
How do I change my delivery address or cancel my order after placing it?
Address Change: If your order has not yet shipped (usually within 1-2 business days of placing the order), you can immediately email service@ffvtmm.com, specifying "[Address Change]" and your order number, and provide your new delivery address in Singapore (including detailed address, street, and area information). We will assist with the change within 1 business day. If your order has already shipped and the address cannot be changed, you can contact the local delivery staff upon delivery or refer to the return and exchange procedures in "After-Sales Service." Cancelling an Order: If an order has not been paid for, it will be automatically canceled after the timeout period. If the order has been paid but not shipped, you can send an email to service@ffvtmm.com to request a cancellation, specifying "[Cancel Order]" and your order number. Once we review your request, we will refund your payment within 3-5 business days. If the order has already been shipped, you will need to wait until the product arrives before processing a return and refund under our "7-day free return and exchange" policy.
III. Logistics and Shipping
How long does it take to receive my order after placing it on ffvtmm.com? Product delivery is divided into two stages: "shipping" and "delivery":
Shipping Time: For regular orders, we will pack and ship within 1-2 business days after payment is placed. (This may be extended by 1-2 business days during holidays or peak order periods, and will be announced in advance on the website homepage.)
Delivery Time: After shipping from our domestic warehouse, products are shipped to Singapore via international logistics and then delivered by local logistics providers. The entire process typically takes 5-7 business days (excluding minor delays caused by customs clearance). Delivery time may be slightly longer to remote islands (such as Pulau Ubin and Pulau Tekong).
How can I track product delivery information? After your order is successfully shipped, we'll provide tracking information in two ways:
Email Notification: We'll send your international tracking number and Singapore delivery tracking number to the email address you provided when placing your order. You can click the tracking link in the email or visit the corresponding carrier's website to check real-time delivery status.
Order Status: Go to "My Orders" on ffvtmm.com, find your order, and click "Tracking" to directly view the delivery status. (Information may be updated 1-2 business days later, which is normal.)
What should I do if my item is lost or damaged during shipping?
If your item is lost or severely damaged during shipping (not due to minor damage to the packaging), please retain the shipping receipt, photos/videos of the damage, and other supporting documentation. Then, contact us immediately via our official email at service@ffvtmm.com or our legal representative, Mr. Li Lei, at 19272577124 (weekdays, 9:00 AM - 6:00 PM). We will assist in verifying the situation with the logistics provider and, upon confirmation, resend the product free of charge (with the same delivery time as regular orders) or, if requested, provide a full refund. The refund will be returned to the original shipping address within 3-5 business days after verification.
IV. After-Sales Service and Guarantee
If you are not satisfied with the product you purchased, are you eligible for a return or exchange? What is the specific process?
Yes. We offer a free return and exchange service for Singapore customers within 7 days of receipt. Within 7 days of receipt, you can apply for a return or exchange if the product meets the following conditions: "no signs of use, complete packaging and accessories, and not resalable" or if there are any quality issues or misdelivery. The specific process is as follows:
① Send an email to service@ffvtmm.com, specifying "Return or Exchange Request" + Order Number, and provide product photos/videos, order number, and other supporting documents;
② We will review your request within 1-2 business days and, upon approval, provide the return address (which corresponds to our company address: Room 205, Unit 1, Building 51, Xiajitang Village, Chengxi Street, Yiwu City, Zhejiang Province (self-declared));
③ You will ship the product back (we recommend using a reputable Singaporean logistics company and retain the tracking number). We will inspect the product within 3 business days of receipt and, if eligible, will process a refund (delivered within 3-5 business days) or an exchange (reissued within 1-2 business days, free shipping).
What is the product warranty period? How do I apply for warranty service?
All electrical appliances we sell come with a one-year warranty from the date of receipt. If a product malfunctions during the warranty period due to reasons beyond human control (such as performance failure or material defects), you can submit a warranty claim by emailing service@ffvtmm.com, specifying "[Warranty Request] + Order Number + Product Model Number," providing photos/videos of the problem, and your order receipt. We will assist you within one business day. For details, please refer to the "Warranty Policy" section of our official website.
Who will cover the return shipping costs for returns, exchanges, or warranty claims?
Returns and Exchanges: If the return or exchange is due to product quality issues, wrong shipment, or other reasons at our discretion, you will prepay the return shipping costs. Once we receive the product and confirm its eligibility, we will refund the shipping costs along with the product. If the return or exchange is due to personal preference or other reasons, you will be responsible for the return shipping costs (but we will still cover shipping costs to Singapore). Warranty: You must prepay the shipping costs for returning the product to our domestic warehouse for inspection and repair. Once the repair is complete, we will cover the shipping costs back to Singapore. If the product does not meet the warranty requirements after inspection, you will be responsible for the return shipping costs (this will be confirmed with you in advance).
V. Contact and Inquiry
How can I contact customer service if I encounter any problems?
You can contact us through the following two methods:
Official Email: Send an email to service@ffvtmm.com. Please specify the type of inquiry (e.g., "Order Inquiry," "After-Sales Issue") and the order number in the subject line. We will respond within one business day.
Emergency Contact: For urgent communication (such as logistics delays, product damage, or other emergencies), please call our legal representative, Mr. Li Lei, at 19272577124 (weekdays, 9:00 AM - 6:00 PM). We will provide priority assistance.
What is the customer service response time? Can we reach them during holidays? During weekdays (Monday to Friday) between 9:00 AM and 6:00 PM, customer service will respond to emails within one business day. Mobile inquiries can be directly contacted during these hours. Holidays (such as Chinese statutory holidays and Singaporean public holidays) may result in longer response times. We will announce holiday customer service arrangements on our website in advance to ensure your questions are not missed.
If you have any other questions not mentioned above, please feel free to contact us through the official channels listed above. Yiwu Yizhan Trading Co., Ltd. and the ffvtmm.com team are happy to assist you. We wish you a happy shopping!