FAQ

1. What payment methods are accepted?
For your security and convenience, we utilise Stripe, a leading global payment processor, to handle all transactions. We accept:

Credit/Debit Cards: Visa, Mastercard, American Express.

Digital Wallets: Apple Pay, Google Pay.

Local Payment Options: Selected regional electronic wallets depending on your location and device.
All transactions are encrypted and processed in accordance with PCI-DSS security standards.

2. Where do you ship to and what are the delivery timelines?
We currently serve customers across selected European countries.

Carrier Partners: We cooperate with recognised international carriers including DHL, FedEx, and UPS.

Estimated Delivery: Generally 3–8 business days.

Tracking: Once your order is dispatched, you will receive an automated email containing a unique tracking link to monitor your package in real-time.

Delays: If your delivery exceeds the expected timeframe, our support team will actively liaise with the carrier to resolve the situation promptly.

3. What is your return policy?
In accordance with the EU Consumer Rights Directive, customers within the European Economic Area (EEA) have 14 days from the date of receipt to request a return.

How to Initiate: Please contact our support team at tunnel@clicpettunnel.com with your order number.

Condition: Items must be in their original packaging and unused condition to be eligible for a full refund.

4. What should I do if my item arrives damaged or incorrect?
We take pride in our quality control. If an item arrives with any issues:

Action: Please email us photographs of the product and packaging within 48 hours of receipt.

Resolution: Our team will review the evidence and offer a swift resolution, which may include a full refund or a free replacement, depending on your preference. In many cases, visual evidence is sufficient and you may not need to return the physical item.

5. How can I contact customer support?
Our dedicated support team is here to assist you:

Email: tunnel@clicpettunnel.com

Telephone: +65 69316678

Company: GINGERPAW SG PTE. LTD.

Address: 190 Woodlands Industrial Park E5, Singapore 757516
We aim to respond to all enquiries within 24–48 hours during business days.

6. Will I receive updates on my order status?
Yes. Transparency is key to our service. You will receive email notifications for:

Order Confirmation: Immediately after a successful purchase.

Dispatch Notification: Once your order leaves our warehouse.

Delivery Updates: Key milestones provided by our carrier partners.

7. Can I change or cancel my order?
We process orders efficiently to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately. We can accommodate changes as long as the order has not yet entered the “Fulfilment” stage.

8. How long do refunds take to process?
Once a refund is approved, it is processed via Stripe and credited back to your original payment method. Please allow 5–10 business days for the funds to appear on your bank statement, depending on your financial institution’s processing times.