eStore FAQ

HOW TO:

How do I find my model number?

Model numbers can be found at the back of the merchandise at the label. In the following example, the model number is PTK-640.

What is your warranty policy?

All products are covered with a one-year warranty from date of purchase. You may check your warranty status from your profile. If you don't have a profile, you may check your serial number from your order id from our warranty page. You can check out our license warranty policy here.

How do I send the item purchased for repairs?

If a hardware defect is suspected, our staff will assist you with diagnostic steps to verify the defect and will inform you of the return location and procedure. For repairs and returns, a return merchandise authorization (RMA) will be issued. Please contact our customer service support.

How do I get the drivers for Wacom?

A hardware driver is a small computer program that allows your computer to interact with Wacom products. It is important to download the most recent driver to ensure that your device is working properly and that you can access its full array of features. Please download the latest drivers from http://www.wacom.asia/tablet-drivers

Where can I get your product manuals?

User manuals are located on the tablet driver CD, and are created for each Wacom product to address questions about the installation process and commonly used product features. The user manual is on your tablet driver CD that came in your package, but click here if you'd like to download the PDF file from our website from http://www.wacom.asia/manuals-brochures

PAYMENT INFORMATION

Why are you collecting email and mobile details?

The information that Wacom collects in the registration process will be used to process your order. Phone number and email is needed in case we have an issue with the processing or fulfillment of your order. Shop online with security and peace of mind. Wacom does not collect any of your financial information. Your financial data is collected by PayPal who keeps your financial information private and protected.

When do you process the orders?

Our warehouse processes orders Monday through Friday, excluding holidays.

What are your payment methods?

Wacom accepts a variety of credit card payment methods, including American Express, MasterCard and Visa.

What are your payment methods?

We only accept credit cards payment via PayPal. PayPal, the trusted leader in online payments, enables buyers and businesses to send and receive money online. PayPal has over 100 million member accounts in 190 countries and regions. You can find out more about PayPal from http://www.paypal.com

What is the CVC code on credit cards?

The CVC (Card Verification Code) is an authentication code for credit cards, and is a security feature of your credit card

How does this code give you protection?

Normal card readers cannot read the CVC. In theory, only you can see this code. By providing the CVC you are verifying that you have the card in your possession. Flip your card over and look at the signature box. You should see the 16-digit credit card number, followed by the 3-digit CVC code. We require this 3-digit number.

Do you support other currencies?

We support 3 main currencies – Singapore Dollars, Thai Bhat (for eStore Thailand only) and Philippines Peso (for eStore Philippines only). For other countries (including Singapore), the currency will only be in Singapore Dollars.

SHOPPING INFORMATION

Shipping - Frequently Asked Questions

What are your shipping policies?

All orders are subject to a one to four day processing period. Delivery expectations begin on date of shipment, not the order date. Wacom uses the best carriers in the business, but we are unable to offer same-day shipping service.

How can I expedite my shipping orders?

Avoid delivery delays by including your full address, including company name if applicable, suite number, apartment number, floor number, building number, etc., and a valid phone number. We do use a third-party address verification system, so please enter your address information exactly as it appears on your credit card billing statement. Incorrect information may cause a delay in the processing or shipment of your order.

Are shipping fees refundable?

Original shipping fees are non-refundable. Shipping fees cover the services provided by the carrier and will not be refunded.

Can I order by phone?

You can generally only order products over the Internet in our eStore. Our processes are configured so you can place your order quickly and easily.

I have a voucher. Where do I redeem it?

To redeem a voucher, enter the voucher code into the designated box in the shopping cart. Only one voucher code can be used per order. The value of the shopping cart (not including shipping costs) must be greater than the value of the voucher. Vouchers cannot be paid out in cash.

My voucher is not working. What might be the problem?

If a voucher is not working, this may be due to the following reasons:
  • The voucher is no longer valid.
  • The voucher is only valid for a certain product, which has not been selected.
  • The voucher has been issued incorrectly (typing error, wrong product code, etc.)
  • Incorrect entry of the voucher code (typing error)
In such cases, we ask that you give us your voucher code, name and e-mail address so we can send you a new voucher.

CANCELLATION / RETURN POLICY

Can I cancel my order?

Your orders are being processed once they are submitted via check out. Orders cannot be cancelled once they have been processed and dispatched. Customers can only make a return when following conditions are met:

  • You received a damaged item from the courier
  • You have proof of purchase (order number, delivery note, bank statement).
  • The goods must be in an 'as new' condition and returned in the ORIGINAL, undamaged packaging along with the accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it.
  • The product must not have been used or installed or had any data inputted.
  • All sealed items must not be opened.

We will conduct an evaluation within five (5) business days of receiving your returned items, and you will receive an email once the returned item is received at the warehouse.

If your return is valid, we will process your refund or replacement, based on what you have indicated in the return form. We will also reimburse the courier charges to you together with your refund/store credit,

If your return does not fulfill the conditions above, it will be subject to a restocking fee of 3% of the total order value or S$20, whichever is higher.

DELIVERY / SHIPPING INFORMATION

I have completed my payment. Do you ship immediately?

We will ship within 1-2 business days after payment. Typically, it will take an additional 2 days for deliveries to Singapore and 5-7 days for deliveries to other countries.

Which carrier do you use for shipping?

We currently ship exclusively by Singapore Post. Wacom is not responsible for any damaged or loss items during delivery. For full terms and conditions, please refer to the Singapore Post website (http://www.singpost.com).

Do I need to create an account to order through Wacom?

No. You can choose to order via guest checkout. However, creating an account will allow you to manage your purchases and warranty from your profile and allow us to contact you for any new products, services or updates.

Can I deliver to overseas?

Orders can only be placed in the eStore locally. If you wish to order to other countries, please choose the country from the country dropdown located on the top right hand side of the estore.

Which countries do you deliver your products to?

We are only able to deliver to Singapore, Malaysia, Indonesia, Philippines, Thailand, and Vietnam customers.
  • For Australia customers, please visit: Official Australian e-store
  • For New Zealand customers, please Contact us for options in NZ
  • For USA customers, please visit: Official USA e-store
  • For Europe and Middle East customers, please visit: Official EU e-store
  • For Korea customers, please visit: Official Korea e-store
For any other countries, please visit Wacom to find a reseller nearest to you. If your return is valid, we will process your refund or replacement, based on what you have indicated in the return form. We will also reimburse the courier charges to you together with your refund/store credit. If your return is not valid, we will notify you and send the item back to you. We will not reimburse your courier charges.

I have a voucher. Where do I redeem it?

To redeem a voucher, enter the voucher code into the designated box in the shopping cart. Only one voucher code can be used per order. The value of the shopping cart (not including shipping costs) must be greater than the value of the voucher. Vouchers cannot be paid out in cash.

My voucher is not working. What might be the problem?

If a voucher is not working, this may be due to the following reasons:
  • The voucher is no longer valid.
  • The voucher is only valid for a certain product, which has not been selected.
  • The voucher has been issued incorrectly (typing error, wrong product code, etc.)
  • Incorrect entry of the voucher code (typing error)
In such cases, we ask that you give us your voucher code, name and e-mail address so we can send you a new voucher.

How can I find out when I will receive my order?

Upon successful payment, you will receive the email from our system on the details of your order. Once the shipment has left our warehouse, we will be sending you another email which contains shipping information as well as your warranty information. Using this tracking number, you can check the status of your order via SingPost website at http://www.speedpost.com.sg/ We regret that Wacom has no control over SingPost delivery dates.

Can I change my shipping address after I order?

Shipping address can be changed based on a case-by-case basis. Please contact our customer service immediately if your shipping address is wrong.

TERMS AND CONDITIONS

PRIVACY POLICY