Tong Hai Medical Pte. Ltd.

Practical Care. Local Commitment.

At Tong Hai Medical, we aim to provide reliable delivery arrangements for medical supplies, nursing consumables and rehabilitation equipment. The following information explains our standard delivery services, charges, scheduling and customer responsibilities.

1. Do you offer free delivery?

Yes. Free standard delivery is available for retail orders of S$180 or more.

A standard delivery charge of S$10, inclusive of GST, applies to retail orders below S$180.

The qualifying order value is calculated using the final merchandise value after discounts, inclusive of GST and excluding delivery charges.

Orders are generally arranged for delivery once all items are available.

Requests for separate or additional deliveries may be accommodated according to the applicable order arrangements. Where additional charges apply, they will be communicated for the customer's agreement before proceeding.

2. What are your delivery days and hours?

Our standard retail delivery service operates from Monday to Friday, 11:00 am to 6:00 pm, excluding Singapore public holidays.

We do not provide standard retail deliveries on Saturdays, Sundays or public holidays.

Same-day delivery is not part of our standard delivery service.

Delivery dates and schedules are arranged by Tong Hai Medical according to order readiness and operational capacity.

3. How long does delivery take?

We aim to deliver within 3 working days after both of the following conditions have been met:

• Full payment has been received and verified by Tong Hai Medical.

• All ordered items are available and ready for delivery.

The delivery processing period begins only when both conditions have been satisfied.

For delivery purposes, working days refer to Monday to Friday, excluding Singapore public holidays.

The 3-working-day period is our standard service target and not a guaranteed delivery deadline.

Actual delivery arrangements may vary depending on stock availability, order requirements, delivery capacity and other circumstances.

We encourage customers to order essential healthcare supplies in advance to allow sufficient time for processing and delivery.

4. When is my payment considered received?

Orders are released for delivery only after full payment has been successfully received and verified by Tong Hai Medical.

Payment screenshots, pending transfers, scheduled transfers or other payment instructions do not constitute confirmed payment until the funds have been credited and verified.

Any applicable processing period begins after payment verification and confirmation that the goods are ready for delivery.

5. Can I request a specific delivery time?

Our delivery schedules are arranged according to available delivery routes. Customers cannot select or require a specific arrival time under our standard delivery service.

On the scheduled delivery date, customers may contact our team to enquire about the latest estimated arrival time.

Any estimated arrival time is provided for reference only and may change due to traffic, weather, earlier deliveries or other operational conditions.

Tong Hai Medical cannot guarantee delivery at a particular time.

6. Do you deliver to properties without lift access?

Standard delivery covers delivery to a lift-accessible floor at the designated delivery address.

Where goods must be carried up or down stairs, an additional charge of S$30 per non-lift-accessible level, inclusive of GST, applies to the entire delivery order.

For example, where our delivery team must carry goods from the ground floor to the third floor without lift access, two levels are chargeable, totalling S$60.

Customers must inform Tong Hai Medical of staircase access requirements before confirming their order.

Staircase delivery is subject to prior arrangement, site accessibility, manpower availability and safe handling conditions.

Unusually bulky, heavy or complex deliveries may require a separate assessment and quotation.

Any additional charges will be communicated for the customer's agreement before delivery is arranged.

7. Do you deliver to private properties and restricted-access premises?

Yes. We deliver to private residential properties, condominiums, office buildings, serviced apartments, hotels and other premises with restricted access, subject to the property's entry and delivery requirements.

Customers are responsible for arranging the necessary access permissions before our delivery team's arrival.

This may include informing building management, security personnel, reception or other relevant personnel of the scheduled delivery and ensuring that access to the designated receiving point is permitted.

For hotels and serviced apartments, customers may be asked to provide the reservation name, check-in date and other relevant details necessary to facilitate delivery.

Customers should make suitable arrangements with the property to ensure that the delivery can be accepted.

Where access is denied, the receiving party is unavailable or the delivery cannot be completed because the necessary arrangements have not been made, the delivery may be treated as an unsuccessful attempt under our redelivery policy.

8. Do you deliver to nursing homes, hospices and healthcare establishments?

Yes. We deliver to nursing homes, hospices, hospitals and other healthcare establishments, subject to the receiving organisation's delivery procedures and access requirements.

To facilitate delivery, customers or the ordering organisation may be asked to provide the resident's or patient's name, room number and bed number, where applicable and reasonably necessary.

Our standard arrangement is to deliver to the facility's reception, designated receiving area or other location specified by the organisation.

Where bedside delivery is requested, we may accommodate the request provided that the healthcare establishment expressly permits our delivery team to enter the relevant area.

All deliveries remain subject to the establishment's security, infection-control, visitor-access and receiving procedures.

Customers or ordering organisations are responsible for making the necessary arrangements with the healthcare establishment before delivery.

Where bedside access is not permitted, delivery will be made to the facility's designated receiving point, provided it is authorised to accept the goods.

If the delivery cannot be accepted or completed because the necessary arrangements have not been made, the unsuccessful delivery and redelivery provisions may apply.

9. What happens if nobody is available to receive my delivery?

Customers should ensure that someone is available to receive their order on the scheduled delivery date, unless an unattended delivery arrangement has been expressly authorised.

If our delivery team arrives but cannot complete the delivery because the recipient is unavailable, cannot be contacted or access cannot be obtained, the delivery may be recorded as an unsuccessful attempt.

Our team will make reasonable efforts to contact the recipient before leaving.

Tong Hai Medical provides up to two delivery attempts without additional redelivery charges.

From the third delivery attempt onwards, a redelivery fee of S$10 per subsequent attempt, inclusive of GST, applies.

Redelivery arrangements are subject to our available delivery schedules.

Attempts unsuccessful due to an error attributable to Tong Hai Medical will not count towards chargeable attempts.

Any applicable redelivery charge will be communicated before the next attempt is arranged.

10. Can I authorise unattended delivery?

Customers may authorise Tong Hai Medical to leave their order unattended at an agreed location, such as outside their residential unit.

Authorisation may be provided verbally or in writing. Relevant communication records, delivery photographs and delivery documentation may be retained for verification.

Where unattended delivery has been authorised, our delivery team will make reasonable efforts to place the complete order at the agreed location.

Once the complete order has been properly delivered in accordance with the customer's instructions, responsibility for its safekeeping and the risk of subsequent theft, loss or damage pass to the customer, to the extent permitted by applicable law.

Tong Hai Medical will not ordinarily be responsible for loss or theft occurring after a properly completed and documented unattended delivery.

This does not exclude responsibility for incomplete, incorrect or improperly performed deliveries, or any liability that cannot lawfully be excluded.

Customers are encouraged to arrange for someone to receive their goods whenever possible.

11. What should I check upon receiving my order?

Customers are encouraged to check the products, quantities and packaging upon receiving their order.

Missing, incorrect or discrepant items should be reported within 3 working days from the delivery date.

For delivery discrepancies, working days refer to Monday to Friday, excluding Singapore public holidays.

Please provide your invoice number, details of the affected products and supporting photographs where available.

Tong Hai Medical will review the matter against the relevant order, packing and delivery records before advising on an appropriate resolution.

Reports received after the stated period may still be reviewed according to the circumstances and available evidence.

The reporting period does not limit statutory remedies for defective, incorrect or non-conforming goods.

12. What happens if an item is unavailable when I place an order?

Although Tong Hai Medical maintains ready stock of many everyday and specialised healthcare products, availability remains subject to confirmation.

Where an item is unavailable before order confirmation, our usual arrangement is to schedule delivery once the complete order is ready.

Customers may discuss alternative products or separate delivery arrangements with our team, subject to the applicable order arrangements.

Any additional charges will be communicated before proceeding.

Product substitutions will not be made without the customer's agreement.

13. What if an item becomes unavailable after my delivery date is confirmed?

If an unexpected stock shortage arises after Tong Hai Medical has confirmed stock availability and committed to a delivery date, we will inform the customer as soon as reasonably practicable.

Depending on the circumstances, available options may include:

• Rescheduling delivery until all items are available.

• Delivering available items first, with the outstanding items delivered subsequently.

• Offering an alternative product for the customer's consideration.

• Cancelling affected undelivered items and providing an appropriate refund where applicable.

Where a separate delivery becomes necessary because Tong Hai Medical cannot fulfil its previously confirmed commitment, no additional standard delivery charge will apply to the agreed corrective delivery.

Any revised arrangements will be discussed with the customer before proceeding.

14. What happens if my delivery is delayed?

While we aim to fulfil orders promptly, delays may occur due to stock shortages, supplier disruptions, delivery capacity, weather or other circumstances.

Where a material delay is anticipated, we will make reasonable efforts to inform the customer and discuss revised arrangements.

If an order cannot be fulfilled within a reasonable period, customers may contact our team to discuss available options.

Any applicable cancellation or refund arrangements will be considered in accordance with the circumstances, agreed purchase conditions and applicable law.

15. Can I change or cancel my order?

Customers wishing to amend or cancel an order should contact Tong Hai Medical as soon as possible.

Requests will be reviewed according to the order status, applicable purchase conditions and any special procurement arrangements.

Please refer to our Cancellation, Exchange & Return Policy for further information about cancellation charges, pre-orders, refunds and product exchanges.

16. Do the same delivery arrangements apply to business and institutional orders?

The standard delivery arrangements stated on this page are primarily intended for individual retail customers.

Orders placed by businesses, nursing homes, healthcare institutions, charitable organisations and other institutional purchasers may be subject to separately agreed delivery charges, minimum order values, fulfilment arrangements and delivery schedules.

These may include Saturday delivery arrangements where specifically agreed and operationally available.

Where separate delivery terms have been confirmed through a quotation, purchase agreement, contract or other written arrangement, those terms apply to the relevant transaction, subject to applicable law.

17. How can I contact Tong Hai Medical about my delivery?

For delivery enquiries, please contact:

Tong Hai Medical Pte. Ltd.

Telephone: +65 6453 7075

WhatsApp: +65 9027 7888

Website: https://tonghaimedical.com

Please quote your invoice number when enquiring about an existing order.

Important Information

Delivery arrangements and any applicable additional charges will be communicated before the relevant services are confirmed.

Nothing in this Delivery Information & FAQ excludes or limits any statutory rights or remedies that cannot lawfully be excluded under applicable Singapore law.

Last updated: 18 October 2026