FAQs

Yes. Setting up an account will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account at checkout page

Please click on ‘Sign in’ followed by ‘Create an account’ and fill in your personal particulars. If you experience any difficulty, kindly call our customer service hotline and we will be pleased to assist you.

Please click on ‘Forget password’ which is available at the ‘Sign In’ page. Enter your email address and click on “Submit”. A set of instructions to reset your password will be sent to your registered email. After your credentials have been verified, you will be able to create a new password.

Please sign in and click on ‘My Account’. You will be able to edit/update your particulars.

Please sign in and click on ‘My Account’. You will be able to edit/update your particulars in your account and save it for future orders. If you wish to change the delivery address for a placed order, please contact our customer service immediately. We will make the requested changes if the order has not been processed.

By signing up an account with gosnapp.com, you will be able to access and manage your account information easily. This includes:

• Changing your password
• Updating your billing or shipping address
• Checking your order status
• Viewing your complete order history
• Managing your e-mail preference settings (e.g. choose whether to receive mails from gosnapp.com)
• Update Address book

In order to place an order with gosnapp.com, you will be required to:

• Sign in to your online account
• Shop for the items you want
• Add the items to your Shopping Bag
• Proceed to checkout
• Enter billing and shipping information
• Provide payment information
• Review and submit your order
• Check your order status

After you place your order, you will receive an acknowledgement e-mail and/or sms from gosnapp.com to confirm that your orders have been well-received. However, do note that orders will only be shipped when your credit card payment has been approved, and in case of COD orders, your billing and delivery address verified. Alternatively, you may check the status of your order through “My Account”.

A sales order summary is an auto-generated e-mail where gosnapp.com acknowledges the order you placed. You should receive this order summary within 15 minutes upon placing your order (please make sure that the e-mail is not sent to your junk folder). If you did not receive an order summary within 15 minutes after placing your order, this means that we have not received your order and no payment has been received by gosnapp.com. You are then required to make a new order. Alternatively, you may sign in to your account to access My Orders page to view whether your order is received by us.

There’s a missing item in my order, what should I do?

If there is any missing item(s), please contact at cs@gosnapp.com.

How will I view my order details and history?

Please sign in to “My Account’ to view your order history. Click on the order you wish to view to see the details.

How do I track my order status?

The order tracking status will be emailed to you. If you wish to know more about the order status, you may please follow the tracking link.

Am I able to track my order?

Yes. When we dispatch your order for delivery you will receive a tracking link via email and/or SMS. Once you receive this tracking link, you can check the delivery status of your shipment.

Can I cancel my order?

Unfortunately, we are unable to cancel an order once it has been shipped, we do our best to ensure fast delivery and it would be advisable to check your order before placing it. However, if you would still want to cancel please contact our customer support.

Can I amend my order?

Unfortunately, we are unable to amend an order once it has been shipped. This includes changing the size/color of an item, removing an item, changing the payment methods or delivery mode.

Can I add items to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order after your order has been processed. However, you may place another order on our website and contact our customer support for expedite delivery.

My order was cancelled due to Online Security, how can I get my money back?

We regret to know that your order was cancelled due to Online Security measures. This is a security measure to prevent fraudulent transactions from going through and to protect our customers from being victims of fraudulent activities. However, please note that we have not captured any payment from you when we cancel your order, hence, the amount will not be charged to you. If charged, amount will be reversed back to card that was used.

I tried to check out and the item in my shopping bag disappeared?

Placing an item in your shopping cart does not guarantee your purchase of the item. Until you have completed the checkout process, another customer may have purchased the item. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

When I place an item to my shopping bag, is the item placed under my reservation?

Placing an item in your shopping cart does not guarantee your purchase of the item and does not mean that the item is reserved for you. Until you have completed the checkout process, another customer may have purchased the item.

What is Online Security Fraud Screening?

Online Security Fraud screening is gosnapp.com initiative as preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings.

Why should I send you my personal information?

Due to high risk or credit card fraud, gosnapp.com may request additional information for payment verification. We will not be able to process your orders if we do not receive the required documents. In order to avoid delays with your order, we suggest that you scan the documents and send them via email so that they are clearly legible. Alternatively, you may take a clear photo of the documents requested if scanning is not available.

Is my personal information kept secured?

All relevant pieces of information submitted by our customers will be kept secured and confidential. Only limited and authorized personnel have the rights to access this information. At no point will we share, rent or sell your personal information without your consent.

Will I receive Online Security email every time I place my order at gosnapp.com?

Online Security is meant for every order; however, verification process is ideally for one-time verification purpose. In your next or future purchase(s), if you are using another credit card or using other account information such as billing address or shipping address, your order will be subject to Online Security verification again

I receive an Online Security email from you; will I still receive my order within the standard delivery timeline?

Depending on how fast you have responded to the Online Security email and the validity of the submitted documents are, your order may or may not be experiencing delivery delays. However please note that once we received your documents, we will try to process the order at the soonest.

What if I fail to respond to your email within the period given, will my order still be processed?

Failure to respond to the Online Security verification process within the timeline given will result to automatic order cancellation. We regret to inform you that if we do not receive any response to the online security verification within the given timeline, your order will be cancelled automatically.

gosnapp.com has developed the following guidelines to help ensure that your online shopping experience is safe and secure.

Protect your passwords

• If using a public computer or terminal, always log out when you complete an online session.
• Keep your passwords private. Remember, anybody who knows your password may access your account.
• When creating a password, use at least 8 characters, preferably alphanumerical. If possible, please include characters of both upper and lower case.
• Do not use dictionary words, your name, e-mail address, or other personal information that can be easily obtained. It is also recommended that you frequently change your password.
• Avoid using the same password for multiple online accounts.
• Be wary of unsolicited e-mail and telephone contacts.
• pk will never e-mail or call a customer and ask that they disclose or verify their gosnapp.com password, credit card, or banking account number completing a gosnapp.com order. Such information should only be submitted when completing an order on gosnapp.com, contacting gosnapp.com directly, or when making updates to My Account. If you receive a suspicious e-mail with a link to update your account information, do not click on the link, instead, go directly to www.gosnapp.com and then to your account.

If you are contacted by, or receive an unsolicited e-mail from an unknown entity, and are asked to confirm or provide your password or personal or banking information, disregard the request and contact us at cs@gosnapp.com.