Frequently Asked Questions
- PRODUCTS AND PRICES
- PURCHASING FROM SCANTEAK
- DELIVERIES, SELF-COLLECTION, AFTER-SALES PRODUCT SERVICING, DISPOSAL
- VIP MEMBERSHIP, PROMOTIONS AND EVENTS
- CONTACT US
Do you custom-make furniture?
Sorry, we do not provide made-to-order services.
Can you make a similar design in a different size or colour?
Unless the size is already available, we do not provide such a service.
All available sizes of each design are listed on our catalogue page. The colour of our products are standard.
Do you provide re-upholstery services?
Sorry, we do not.
What are your showroom opening hours?
Please visit our showroom page for addresses, contact numbers and opening hours.
What are your office hours?
Our main office at Sungei Kadut is open Mondays to Fridays, 8.30am to 5.30pm. The main office is also closed on Public Holidays.
What time do your customer service lines open?
Our customer service hotline is open Mondays to Saturdays, 8.30am to 5.30pm. The customer service hotline is also closed on Public Holidays.
What time does your warehouse open?
Our warehouse is open Mondays to Saturdays, 9.30am to 12.00pm and 1.00pm to 5.00pm. The warehouse is also closed on Public Holidays.
Do you handle trade-ins or buying back of furniture previously purchased from Scanteak?
No, we don’t.
Do you ship overseas?
We currently only ship to addresses in Singapore.
2. PRODUCTS AND PRICES
What type of wood is your furniture made of?
At Scanteak, we only use Teak Wood.
Where does your Teak Wood come from?
Our furniture is made of Teak Wood grown in plantations in Java, Indonesia, where the number of trees felled per year is strictly monitored by the Indonesian government. In adhering to such regulations, our factories are certified by the Rainforest Alliance.
Where can I see your products on display?
How can I find out if a particular item is in stock?
Please contact any of our showrooms, or contact us via email/chatbox/Facebook.
Do all your products only come in one colour?
Yes, although shades may differ very slightly due to the natural colouring of the Teak Wood used.
Can you stain my purchased item to a darker colour?
No, as we do not provide customization services.
I would like to request for two pieces with identical markings and patterns.
As Teak Wood is a natural material, no two pieces are alike. The rings, grains and patterns of a tree are all different, just like how humans have different fingerprints.
How do I maintain my Teak furniture piece?
We have prepared some general tips for caring for your Teak furniture here.
For shelves and chest of drawers, it is recommended to place heavier items on lower shelves/drawers, and to avoid opening all (or more than two) drawers at the same time due to a shift in center of gravity which may cause chests of drawers to fall forward.
For homes with children, please take care to ensure that children do not climb on furniture, including (but not limited to) shelves/chests of drawers.
How do I maintain my cushion covers?
Most of our cushion covers can be Dry Cleaned and Machine/hand Washed (water temperature should not exceed 30 degrees Celsius). Dry cleaning solvent should not contain trichloroethylene. Please do not Bleach or Tumble Dry them, as this can lead to discolouration or shrinking. For ironing, please use low heat.
Please note that these instructions do not apply to cushion covers from the Holm Designer range, which should be wiped down with a damp cloth and dried in the sun.
Do you sell cushions and covers for old sofa models?
Yes, we do, albeit for limited models. Due to the evolution of sofa structures, we would recommend that you bring a sample of your existing cushion cover to your nearest showroom so that our sales staff may better advise you.
What density are your sofa cushions?
Most of our sofa cushions are of 31kg/cbm density. We regret to inform that we do not handle customization of cushion densities.
3. PURCHASING FROM SCANTEAK
What modes of payment are accepted at your showrooms?
Our showrooms accept all major credit/debit cards - NETS, VISA, MASTERCARD, AMEX, DINERS, JCB.
For online purchase, only VISA/MASTERCARD payments are accepted at this point in time.
Can I call your showrooms to make a phone order?
Yes, but please note however that the new outstanding balance amount on your order will have to be paid in full online (with an additional 1% administration charge), or at any showroom 7 working days before your scheduled delivery date. As a minimum downpayment of 50% is required, kindly note that orders without the minimum downpayment amount will not be processed for deliveries.
Can I make a partial payment before my items are delivered?
Yes, however please note that the minimum payment amount is 50% of your total purchase amount. The balance amount will have to be paid 7 working days before your delivery date.
Do I have to go to your showrooms to make a balance payment?
Yes, balance payment is collected at any of our showrooms, or online. To make a balance payment online, please contact any of our showrooms so that a secure payment link may be sent to your email address. Please note however that balance payments made online will incur an additional 1% (of the balance payment amount) as administration charges.
I have made a purchase, but I would like to cancel one of my items. Can I get a refund?
Yes, however please note that refunds are done in the form of Product Vouchers, which can be used on your next purchase at Scanteak.
Do your items come with a warranty?
Yes, all items purchased from Scanteak come with a 6-month manufacturing warranty, which covers manufacturing defects. Differing wood grain patterns or shades are a natural occurrence in wood materials, and are not considered as defects. Damages sustained from usage are not covered. Please note that moving an item to another delivery address, installation of locks on drawers or drilling of extra holes voids this warranty.
4. DELIVERIES, SELF-COLLECTION, AFTER-SALES PRODUCT SERVICING, DISPOSAL
Do you ship overseas?
Sorry, we currently only ship to addresses in Singapore.
What is your delivery lead time?
In-stock items can be delivered in 5 to 7 working days. For online orders, please allow us to contact you after your order is placed to arrange a delivery date. If you have a preferred delivery date, you can write it in the comments field during the check-out process.
Orders of additional cushions and/or cushion covers will require 120 days lead time, as these are made to order.
How much are your delivery charges?
Standard delivery charges include assembly services, and are charged at $60 for weekdays and $85 for Saturdays. Standard Deliveries are charged per trip, per delivery address. An additional charge to $20 applies for deliveries to Special Areas such as (but not limited to) Army camps, Industrial areas and Sentosa.
For purchases of accessories online, delivery charges are $4.99.
For purchases of some small-sized furniture items that do not require assembly services, delivery charges are at $10 per item. Small-sized furniture items are limited to stools, casual side tables and butler trays only. Accessories purchased together with such Small-sized furniture items will be charged at $10 per item.
Delivery of Accessories or Small-sized furniture items that need to Special Areas are charged per trip, at $60nett for weekdays and $85nett for Saturdays.
Delivery charges for online orders will be automatically tallied based on your cart items and postal code.
Can you waive the delivery charges?
Yes, we can. Delivery charges are waived with a minimum $2500 nett spend. Please note however that the $20 surcharge to special areas cannot be waived.
I have indicated a preferred date for my upcoming delivery. Can I choose a time for my delivery?
To ensure that all customers will be able to receive their purchases on a date of their choice, please allow our customer service officers to contact you via SMS 5 working days before your delivery to advise a delivery time window. As such, we seek your understanding that our sales staff are not able to commit any delivery timing at the point of your purchase.
Can I change my delivery date/time?
As delivery routes and timings are confirmed as early as two to three days in advance, please call our customer service hotline (+65 6368 6793) at least four working days before your original delivery date should you require any changes to your delivery schedule.
So that all customers may receive their purchases on the date of their choice, Scanteak reserves the right to decline any last minute requests for change of delivery timings. Kindly note that during peak seasons, delivery timings may not be as flexible due to the high volume of deliveries.
Can I cash & carry from your showroom?
Some smaller items are available for cash and carry at our showrooms. Due to space limitations at the showrooms, available stocks for cash and carry are limited. Everything else, however, will need to be delivered or self-collected from our warehouse at Sungei Kadut. Please note that our warehouse is closed from 12pm - 1pm daily, and is closed on Sundays and Public Holidays.
Assembly services for flat-packed/knocked-down items are chargeable at S$30 per item regardless of item size.
Why is my delivery late?
Due to unforeseen circumstances such as traffic conditions, vehicle breakdowns, bad weather, or additional requests at another customer’s home, our delivery team may be slightly held up. Hang tight, and please bear with us. While our delivery teams are constantly striving for punctuality, we also hope for their safety on the roads.
I have an item from Scanteak; can you dismantle it and move it to another location?
Sorry, we do not provide such services.
Do you do disposal of furniture?
Sorry, we do not provide such services.
One of my furniture pieces needs to be repaired. Do you provide such services?
Yes, we do. Please note that depending on the validity of the warranty, charges for transport and servicing may be incurred. Please contact our customer service hotline at +65 6368 6793 to arrange an appointment. Please also be advised that our customer service hotline is only open during regular office hours. We seek your understanding that we only provide repair services for furniture purchased from Scanteak.
5. VIP MEMBERSHIP, PROMOTIONS AND EVENTS
I can’t view your Promotions page.
The promotion may have expired. If there is a product you are interested in, please feel free to contact any of our showrooms.
When is your next promotion?
Depending on the nature of the promotion, it may be announced any time between 1 day or a week in advance. To stay updated on promotions, you can like our Facebook page, or subscribe to our mailing list.
What can I get out of becoming a Scanteak Privilege member?
Members’ benefits are available for viewing here: http://www.scanteak.com.sg/membership
When will my membership be activated?
Your membership will be activated on the next working day after your order has been processed.
If your membership status is not reflected on your customer profile page (after logging in), please contact us at 6368 2802, or via email/chatbox.
How can I check on the status of my Scanteak Privilege membership?
To check on the status of your Scanteak Privilege Membership, please contact any of our showrooms, or our main office at 6368 2802. You can also contact us via email/chatbox/Facebook.
More information about Membership renewals and upgrades can be found on http://www.scanteak.com.sg/membership
Who do I call for sales enquiries?
Please feel free to contact any of our showrooms.
How do I get in touch with Customer Service?
There are a few ways to get in touch:
1. Phone call - 6368 6793
2. Whatsapp - 9125 2406
3. Email - firstname.lastname@example.org
If you have pictures that you need to attach (for repair services), please email us quoting your Sales Order number.
Due to the volume of enquiries, we seek your understanding that we may take up to 2 working days to attend to your enquiry.
Our Customer Service operating hours are 8.30AM - 5.30PM, Mon - Sat (closed on Sundays and Public Holidays).
Who do I contact for marketing/media/HR enquiries?
Please email us at email@example.com