E-store FAQ

1. About CaregiverAsia

1.1 What is CaregiverAsia?

CaregiverAsia is here to help you when you find yourself in need of qualified, dependable, and professional Care for you and your loved ones in your home environment. We are a home care specialist headquartered in Singapore, and since 2015, we have been in the business of delivering care through our award-winning online care marketplace - www.caregiverasia.com. Besides Singapore, we are also provide care services in Malaysia and the USA.

CaregiverAsia gives instant relief to people facing care emergencies by allowing them to search and book for respite, step-down and at-home care in a transparent and affordable manner. Through a simple search on our website, you would be able to access the profiles of multiple Caregivers listed with us. You can search for care via pricing, care specialisation and availability. Booking confirmations are instantaneous and can be done anytime through our online real-time calendar system or via our 24 hour Care Line at +65 6258 6683.

CaregiverAsia’s community of Caregivers are proud freelancers (and if you are one, we want you in our community), and in order to be listed with us, our Caregivers go through careful screening to make sure that they have the necessary training/experience and the mandatory licenses to carry out their care services. There is even an opt-in process to have their backgrounds checked with a 3rd party checks specialist. We believe in transparancy, and along with their profiles, our Caregivers have open reviews of their previous care sessions. We standby our mark of quality, and services booked through our platform are insured up to SGD100,000 per case, every time, all the time.

We invite you to explore our services at www.caregiverasia.com or join our community on www.facebook.com/CaregiverAsia.

1.2 What is a CaregiverAsia Caregiver?

Our community of Caregivers are proud, passionate, independent healthcare and home care practitioners who provide direct care to Careseekers. They come from all walks of life, and we have doctors, nurses, therapists, counsellors, babysitters, care companions, medical escorts, and confinement nannies listing their services with us. Through our care marketplace, www.caregiverasia.com, we provide a platform for our freelance Caregivers to broadcast their services to people and families in need of their care services.

1.3 What is a CaregiverAsia Careseeker?

Everyone is a Careseeker, whether you are engaging a Caregiver or purchasing items from our CaregiverAsia E-Store.

1.4 How does CaregiverAsia E-Store work?

CaregiverAsia was conceived by Careseekers for people like you and me when it comes to finding care easily and in a timely fashion. At the heart of CaregiverAsia is our online marketplace, www.caregiverasia.com, which helps to connect our large and growing community of freelance Caregivers with families in need of medical and home care. While you do not need an account to browse for Caregivers and services, to make a booking or sign up as a Caregiver, you will need to create an account with us. This is to ensure the continued safety of our Caregiving ecosystem. Simply sign up with your LinkedIn, Facebook, Google+ accounts, or complete an online registration form with your email address. Once you are safely signed in, you can start booking services online. When you have found a care service you would like to book, you can make use of the online calendar system that indicates the Caregiver’s availability for that period. Drag-and-select the hours you need, click on the “Pay Now” button, follow the prompts and pay using your credit card or eNets. You will receive an email confirmation and your Caregiver will turn up at the appointed time. Finally, CaregiverAsia offers an open rating system so you can rate your Caregiver and if you like them - have them back again. Sometimes, life happens, and if you’re unable to find a care service or suitable time schedule of your chosen Caregiver, our 24 hour Care Line at +65 6258 6683 is always ready to provide a helping hand. If you are uncertain about a service or using our website, you can also contact us on the Livechat button on the website.

1.5 Where can I find the latest news about CaregiverAsia?

You can follow CaregiverAsia on our official website (www.caregiverasia.com), Facebook, Instagram and LinkedIn.

2. How do I become a user of CaregiverAsia E-Store?

2.1 Do I have to create a CaregiverAsia account to shop with you?

Yes you do, but it's simple to create an account and allows you to order easily without having to fill in your details every time you shop with us.
You will also receive benefits such as regular newsletters, and exclusive discount/promos and special offers.
You can choose to log in now, or you can start shopping straight away and set up your account when you check out - whichever suits you best.
Simply follow the easy steps on the screen and remember to have your payment details on hand.

2.2 How do I create an account?

If you already have a CaregiverAsia account, click on the "Login" button to sign in normally. If you are a new user, please click on the "Login" button and you will be directed to register a new CaregiverAsia account.

This will lead you to the registration form, where you can log in with your Facebook, Google or LinkedIn Account, or create a new account and password with your email address. Please verify all information provided, as it is important that we are able to contact you about your orders. Finally, submission of the form implies that you have agreed to our terms and conditions, which you can refer to here.

2.3 How do I reset my password?

Please click on "Forget your password" below the Password field. You will be directed to fill in your email address and reset instructions will be sent to you.

2.4 How do I update my personal information?

Simply log in to your CaregiverAsia account and you will be directed to your Dashboard. You may update your personal information after clicking on the "My Account" button, followed by selecting "Profile" under the dropdown list, click on the "Edit" button to make necessary changes and click on the "Submit" button to save your changes.

2.5 My account has been compromised, what should I do?

If you suspect that your account has been accessed or someone is using your CaregiverAsia account without authorization, your account may be compromised.

Some probable signs of a compromised account may include:
1. Seeing order requests on your CaregiverAsia account that you are not making
2. Receiving email notifications for an order you did not submit
3. Your account information has been changed without your knowledge
4. Inability to log in to your account or receiving notification that your username for your account no longer exists
If you are unable to log in to your CaregiverAsia account, visit www.caregiverasia.com and reset your password immediately.
Please ensure that your new password is brand new and unique to CaregiverAsia. Create your password using 8 characters or more. It can be any combination of letters, numbers, and symbols.
If you are still unable to log in to your account, please contact CaregiverAsia at +65 6258 6683 or estore@caregiverasia.com.

2.6 How do I know an email is really from CaregiverAsia?

Sometimes hoax emails or website designs are created by fraudsters to look like CaregiverAsia. Often called “phishing” or “spoofing”, these phishing sites are used to steal your personal information such as your password and contact details.

If you receive an email or a website link to a site that looks like CaregiverAsia but asks for confidential information, please be cautious. If in doubt, always start from the CaregiverAsia home page site - www.caregiverasia.com or estore.caregiverasia.com

CaregiversAsia will always send you emails from our official account ending with @caregiverasia.com. It is possible for fraudsters to “spoof” an email address, so this tip is not fail-safe. If you receive an email that looks like it is from CaregiverAsia but was not sent from our official account ending with @caregiverasia.com, it is most likely a hoax email. Do not attempt to click on any links, take a photo of the email and delete the email immediately.

If you think you have received a hoax email, please let us know by forwarding or sending the photo of the email as an attachment to estore@caregiverasia.com – this gives us important information that will help us in our investigation.

2.7 How do I deactivate or cancel my account?

We are sorry to see you go, please contact CaregiverAsia at +65 6258 6683 or estore@caregiverasia.com to deactivate/cancel your account.

2.8 If I have further enquiries, where can I get support?

We're always here to help. Please contact CaregiverAsia at +65 6258 6683 or estore@caregiverasia.com.

2.9 How do I ensure my personal information is secure?

We may collect and use your personal data for any or all of the following purposes:
(a) performing obligations in the course of or in connection with our provision of the goods and/or services requested by you;
(b) verifying your identity;
(c) responding to, handling, and processing queries, requests, applications, complaints, and feedback from you;
(d) managing your relationship with us;
(e) processing payment or credit transactions;
(f) sending you marketing information about our goods or services including notifying you of our marketing events, initiatives and promotions, lucky draws, membership and rewards schemes and other promotions;
(g) complying with any applicable laws, regulations, codes of practice, guidelines, or rules, or to assist in law enforcement and investigations conducted by any governmental and/or regulatory authority;
(h) any other purposes for which you have provided the information;
(i) transmitting to any unaffiliated third parties including our third-party service providers and agents, and relevant governmental and/or regulatory authorities, whether in Singapore or abroad, for the aforementioned purposes; and
(j) any other incidental business purposes related to or in connection with the above.

2.10 Will third parties use my information?

We may disclose your personal data:
(a) where such disclosure is required for performing obligations in the course of or in connection with our provision of the goods or services requested by you; or
(b) to third party service providers, agents and other organisations we have partneres with to provide the products and services registered/purchased

2.11 How do I subscribe/unsubscribe to information?

The consent that you provide for the collection, use and disclosure of your personal data will remain valid until such time it is being withdrawn by you in writing. You may withdraw consent and request us to stop using and/or disclosing your personal data for any or all of the purposes listed above by submitting your request in writing. Upon receipt of your written request to withdraw your consent, we may require reasonable time (depending on the complexity of the request and its impact on our relationship with you) for your request to be processed and for us to notify you of the consequences of us acceding to the same, including any legal consequences which may affect your rights and liabilities to us. In general, we shall seek to process your request within ten (10) business days of receiving it. Whilst we respect your decision to withdraw your consent, please note that depending on the nature and scope of your request, we may not be in a position to continue providing our goods.

2.12 What should I do if I’m having problems logging in with my phone?

We apologize for your inconvenience. Currently, we are still improving our mobile capabilities. Thank you for your patience.

2.13 How can I get in touch with your Customer Care Team?

Please contact CaregiverAsia at +656258 6683 or estore@caregiverasia.com.

2.14 What can I do if I’m not receiving emails from CaregiverAsia E-Store?

Upon registering with CaregiverAsia, you will be requested to consent to receive marketing subscriptions. If you did not check on the 'Please include me in CaregiverAsia's newsletter and mailing list' box, then the only emails you will receive are Order and Return Confirmation emails; responses from our Customer Care team and any emails we feel contain important information that you should hear about.

If you provided your consent, there may be various reasons why you are not receiving emails from CaregiverAsia E-Store:

1) Your email service provider may be marking our emails as junk mail. To prevent this from happening, please add estore@caregiverasia.com to your email address book.
2) Ensure that you entered the correct email address when you signed up with CaregiverAsia. Just log in to your account (if you can remember which email address you used) to check this.

3. How do I make an order?

3.1 How do I create an order?

1) Visit the product page for an item you wish to buy.
2) Click on 'Add to Cart' button.
3) When you have finished adding items to your cart, click on 'View Cart' button.
4) If you need to edit the items in your Cart, you can make changes to the quantity under 'Quantity' or Delete using the red arrow next to the item in the Cart.
5) Click on 'Proceed To Checkout' button and follow the on-screen instructions.
6) If you have purchased Avvanz Background Check, please complete all the information required.
7) Review your order information and click on 'Place Order' button to complete your purchase.
8) For every successful purchase, you will receive an email confirmation.

3.2 How would I know if the transaction went through?

Once your transaction is approved, you will receive an email confirmation.

3.3 If I registered an interest for a workshop/course, what happens next?

You will be contacted by the relevant training provider within 5 business days. Please contact CaregiverAsia at +65 6258 6683 or estore@caregiverasia.com if you do not hear from them.

3.4 I have made a purchase, how can I cancel my order?

While we will endeavor to meet your requests, please note that all sales are final. All cancellations need to be done within 24 hours of the receipt date and timing, failing which, the order has to stand.

Please contact CaregiverAsia at +65 6258 6683 or estore@caregiverasia.com for more information.

3.5 What if the item I want is out of stock?

We continuously replenish our products, please check the availabilty on CaregiverAsia E-store website or email CaregiverAsia at estore@caregiverasia.com

3.6 There is an issue with my order, what do I do?

For any issues with your order, please contact CaregiverAsia at +65 6258 6683 or estore@caregiverasia.com

3.7 How can I make changes to my order?

Unfortunately, changes are no longer possible once you have completed the checkout except for CGA merchandise.

4. How do I make payment?

4.1 There is an issue with my order, what do I do?

We only accept payment made by credit card (Visa/Mastercard/American Express) at the moment.

4.2 What do I do if my credit card doesn’t work?

The CaregiverAsia payment gateway with Stripe is secured and stable. But like with anything online, there may be instances where your credit card may not work, here are a number of things you can try:

1. Refresh/re-start your browser session
Try closing your browser or browser tab and re-opening a new browser/tab to the site
Go to your Order and try to submit payment again

2. Check with your financial institution
Your financial institution may flag your card depending on your online purchasing history and block transaction from certain sites.
Ensure that your financial institution has not blocked your card and try to submit payment on the ShopandBox site again.

4.3 Where do I enter my voucher code?

You may do so at the check out page.

4.4 What do I do if there’s an error with my voucher code?

Here are some quick tips when you face difficulty applying your voucher codes:

1) Minimum Spend
Some voucher codes are only applicable with a minimum spending. In such cases, check that your order value meets the spending requirement.

2) Validity Period
Make sure that your voucher code is valid and has not expired. Terms and Conditions will be mentioned in the respective email sent to you or at the back of the physical voucher.

3) Product/Service exclusions
Check if the product/service you wish to purchase falls under Voucher Code Restrictions or Brand Exclusions from Voucher Codes. These are non voucher applicable.

4) Terms and Conditions of Voucher
- New customer: Voucher is valid only on first purchase for one-time use
- Specific customer: Voucher is created only for a specific customer, and cannot be shared with other customer accounts
- Specific category: Voucher is only valid for items from certain categories
- Items on markdown: Voucher does not apply to items already on discounts
- One-time use only: Most voucher codes are generated for one-time use only, unless stated otherwise

4.5 Are there any additional fees?

There is no additional online payment processing fee.

4.6 What currencies are accepted?

Currently, CaregiverAsia E-Store only accepts Singapore Dollars (SGD)

5. Delivery & Order Tracking

5.1 How can I get a refund?

While we will endeavor to meet your requests, please note that all sales are final. All cancellations need to be done within 24 hours of the receipt date and timing, failing which, the order has to stand. No refund will be done thereafter.

Please contact CaregiverAsia at +65 6258 6683 or estore@caregiverasia.com for more information.

5.2 How can I get an exchange for CaregiverAsia E-Store products?

If you receive a damaged, defective, or wrong product sold by Caregiverasia E-Store and want to replace it with the same product. The product being exchanged must meet the following criteria:
• Shipped to an address in Singapore
• Not received by you as a gift
• Sold by Caregiverasia E-Store
• Not identical to the product being returned
• Originally purchased with a credit card
Do note that all nursing products will have no exchanges allowed due to hygiene purposes.

5.3 How do I get an exchange for third party partner products?

Please contact our third party partner to check on the exchange policy. Alternatively, please contact CaregiverAsia at +65 6258 6683 or estore@caregiverasia.com.

5.4 Can I track my order?

Currently, you are unable to track your order. We apologize for your inconvenience and we are continually improving our E-Store. Thank you for your patience.

5.5 How long does it take for delivery of my order?

If you have purchased our online courses, you will be able to find it on your CaregiverAsia dashboard upon log in to www.caregiverasia.com

For consumable products, please allow 10-14 business days for products to be delivered to a valid address in Singapore.

If you have indicated your interest for any courses/workshops, the relevant training provider will contact you within 5 business days.

Please contact CaregiverAsia at +656258 6683 or estore@caregiverasia.com if you do not hear from them.