Frequently Asked Questions

Store Items

Is my order confirmed once it has been placed on your website?


All orders will be processed within 24 to 48 hours depending on when the order is made. Once processed, an email will be sent to the email address provided and a delivery or self-collection schedule will be confirmed via email or WhatsApp.




How fast are orders processed?


Orders received by 4pm daily are processed on the same day and will be ready for pick up or delivery in 3 days from the processing date. Orders received after 4pm will be processed the next day and will be ready for pick up or delivery in 3 days from the processing date. If you need an order urgently, do contact us via +65 9452 7215 or WhatsApp to check on our availability BEFORE making the order. If an order has already been made, we will do our best to accommodate urgent requests, but no guarantees will be made. In the event that we are unable to accommodate the request made, our normal delivery policies will apply.




What are my delivery options?


Currently, we provide either self-collection or delivery through our delivery partners. For self-collection, the designated pick-up point will be at Rivervale Drive, Sengkang. Tuesday to Friday: between 12 pm to 8 pm Time Slots are: 12 pm to 3 pm, 3 pm to 5 pm, 5 pm to 8 pm Saturday, Sunday & Public Holidays: between 10 am to 6 pm Time Slots are: 10 am to 12 pm, 12 pm to 3 pm, 3 pm to 6 pm We are closed every Monday. For delivery, items will be dispatched 3 days after order confirmation and not any earlier. All deliveries will be made to the nearest designated pick-up/drop-off points only. Tuesday to Friday: between 12 pm to 5 pm Time Slots are: 12 pm to 3 pm, 3 pm to 5 pm Saturday, Sunday & Public Holidays: between 10 am to 6 pm Time Slots are: 10 am to 12 pm, 12 pm to 3 pm, 3 pm to 6 pm We are closed every Monday. For more delivery details, please click HERE.




Can I track my order?


We do not provide tracking services. However, should you wish to know the status of your delivery, feel free to contact us via WhatsApp or email for immediate updates.




What if my order is damaged?


Rest assured, we take care in ensuring that your items arrive to you in pristine condition. In the unlikely event that your item arrives damaged, please notify us with a snapshot of the product and order number via WhatsApp within 48 hours of receiving your item. We will make arrangements for a replacement to be delivered either on the same day or next day upon notification, depending on the nature of the product.




What if I receive an incorrect item or if an item is missing?


We take extra care in packing your orders and apologise in advance for any inconvenience caused when incorrect items are shipped to you. Please contact us via WhatsApp to inform us and we will arrange for the correct item to be sent out to you immediately or we will arrange with you for the item to be picked up from our self-collection point.




Do you ship internationally?


We currently only ship within Singapore.




Return/Refund


Please be advised that ALL ORDERS are non-refundable and non-returnable. This is due to the customized nature of our products along with online stock management and processing. Please ensure that all orders placed are of the correct design, quantity & personalized message (if any), with the correct mailing address before checking out.




Do you have a retail space?


At this time, we do not have a store front for our customers to walk in and make purchases. Instead, you can visit our website to make an online order and follow us on Instagram for updates on our current and upcoming offerings. If you need any assistance, please contact us either via email at celebrate@pineappleexpress.sg or WhatsApp us at +65 94527215, and we will be happy to assist you.




Got a question that's not here?


Email us at celebrate@pineappleexpress.sg




How far in advance do I have to make my store purchase?


Store purchases should be made at least three (3) days in advance to secure your desired delivery/self collection date. Please be advised that purchases made less than three (3) days in advance are subject to a $20 last minute purchase surcharge & based on availability. Should you have a lst minute purchase, please contact us directly via WhatsApp to check on availibility. No refund will be made should you make a purchase without taking the above in consideration and the item in out of stock.





 
 

Picnic Styling

What is the standard duration of each picnic?


Each picnic is for a minimum of 3 hours and you have the option of adding on hours. Each hour added on will be $10 or $20 for hours falling between 11pm onwards. Should you wish to extend your picnic, please let us know 2 hours in advance from your original end time




Do the picnic packages include food/snacks?


At the moment, our picnic packages do not include food, snacks or drinks. We do offer an optional food pickup service at $15 for pickup locations located within a 5km distance from your picnic location. For locations exceeding that distance , the food pickup service will be $25.




Am I able to book a picnic for more than 5 guests?


As we are currently in Phase 2, all picnics have been capped at 5 guests or less. We strictly do not accept bookings or last minute guest add ons that result in more than 5 guests. Should you have more than 5 guests at your picnics without the knowledge of Pineapple Express Pte Ltd, any fines or penalties incurred will be borne solely by yourself. Should we incur any penalties, fines & loss of income or suspension of our business as a result of our guests ignoring safe distancing regulations, all financial costs will be borne by the guests. By agreeing to our terms & conditions upon submission of booking forms, you are agreeing to the statement above.




Do you have recommended locations?


Yes! Our location options: ⁃ Bay East Garden (Top Pick)
⁃ East Coast Park
⁃ Botanical Gardens
⁃ Sentosa
Pls take note that for Sentosa bookings, there will be a $30 location surcharge and all bookings have to end by 7pm due to new closure regulations. From 20 September, we are no longer able to do picnic setups at Sentosa on weekends ( Fri - Sun) due to new safe distancing measures imposed by Sentosa that require booking time slots etc. ⁃ Pasir Ris Park
⁃ Upper Seletar Reservoir




Are the locations fixed?


No! We are definitely open to your location preferences provided there are no restrictions imposed on picnic setups. We are also able to do home picnic setups.




What happens if it rains?


We will monitor the weather for you up to 4 hours till your booking time. If the weather is well, we will proceed with your set up. If while we are setting up the weather does not look promising, we will let you know and either delay the set up time or ensure that the set up is in a sheltered area. Unfortunately, we are not liable should it rain during your picnic. If you feel uncomfortable with the weather , just let us know at least 3 hours before your booking if you would like to reschedule your picnic to another day. We allow ONLY one re-scheduling at no additional cost.




Can I custom my own picnic color theme?


Yes, you are able to custom your own color scheme provided it includes colors that are already a part of our main themes. Please do let us know at least two (2) weeks before your intended picnic booking date. Should you wish to custom a color theme that is not a part of our existing color options, please do contact us a month before your intended picnic date. If we are able to custom the picnic to your chosen colors, there will be a custom surcharge fee of $100 on top of your picnic package.




Can I cancel after I have confirmed my booking with full payment and get a refund?


All bookings are strictly non-refundable with no exception and should you need to, you are allowed ONE reschedule based on our booking availability. Any rescheduling should be done 24 hours before your original booking date.




How far in advance do I have to make a booking?


Bookings and full payment should be made at least a week in advance to secure your desired date. Please be advised that bookings made less than a week in advance are subject to a $30 last minute booking surcharge.





Staycation Styling

How far in advance do I have to make a booking?


Bookings and full payment should be made at least a week in advance to secure your desired date. Please be advised that bookings made less than a week in advance are subject to a $20 last minute booking surcharge.




Do the staycation styling packages include the hotel accommodation?


Our staycation styling packages are inclusive of decoration elements only and hotel bookings will be handled and paid for by yourself.




How long does setup take?


We always ask for 1 and 1/2 hours for setup. While we typically take less than an hour to complete the actual setup, we like to account for any unforeseen circumstances including waiting time if check in still has not been completed.




Can I be present during setup?


As part of our COVID-19 safety measures, ALL setups are strictly contactless. This means that the room has to be empty and only our piña crew members will be in the room to setup. Should you have your own setup to do, please ensure it is done before or after we have setup your room. If for any reason there happens to be non piña crew members around, we will not be able to proceed with setup till the room has been vacated. Rest assured that this policy is in place for the safety of both our team and yourself, with no exceptions.




Do you have a tear down service?


Definitely! We can return and tear down the decorations the next day for an additional $50. Tear down will take an hour.




Can I customize my own package?


Yes, you can customize your package, however the base package has to be one of the three that we offer. You can then add on any of the numerous options to personalize your package to your celebration.




Can I change items in the package?


As each package contains decorative elements that have been carefully curated to reflect the aesthetic and quality of Pineapple Express, these are fixed & cannot be changed. However, minor changes that do not affect the quality, value and aesthetic of the package can be made. Enquire further to know what these are.




What if I do not want a particular element in the package? Can I replace it with an item of my own choosing?


Should you not want a particular element in our package, we will automatically substitute the item with a decorative element of equal value, of our choosing.




If I do not want the item replacement, can I get a discount on the package price instead?


Should you wish to forgo the substitute, please be advised that the package price will remain the same as all prices are non-negotiable.




Is a security deposit necessary for rental add on options?


Yes we do require a $50 security deposit for rental items and this will be refunded to you the day after setup and upon receivable of the items in good condition.




How do I return the rental items?


You can choose to either self return the next day at our drop off point in Sengkang or we can collect the items from you for a cost of $20.




Do you have any location or special period surcharges?


Yes we do! Hotels located in Sentosa are subject to a $30 location surcharge. Bookings made on the eve of Public Holidays or on a Public Holiday are subject to a peak period surcharge of $25.




Can I cancel after I have confirmed my booking wth full payment and get a refund?


All bookings are strictly non-refundable with no exception and should you need to, you are allowed ONE reschedule based on our booking availability. Any rescheduling should be done 24 hours before.





 
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