Shipping, Returns and Exchanges
Note: Shipping times may be delayed due to the current COVID-19 situation worldwide.
Do you ship to my country?
Yes! We ship internationally to anywhere in the world via Fedex priority.
For shipments within Singapore, we are currently partners with Ninjavan.
What are the shipping methods and rates?
13rushes requires 1- 6 business days (excluding weekends and public holidays) to trim the brushes and despatch your order. The estimated delivery time is from date shipped, not necessarily the date of the order. The delivery methods are stated below with the estimated delivery times. Please note that these are estimated delivery times and 13rushes is not able to guarantee delivery dates.
Local Delivery (Singapore)
Ninjavan / J and T
2 to 7 days
1-2 working days
International Delivery (Rest of the world)
All products would be delivered via Fedex at a flat rate of $58. Articles will come with a tracking number. Please expect a delivery period of 3-15 working days.
Fedex may collect an import tax/duty on behalf of your tax authorities.
You can track your parcel on https://www.fedex.com/apps/fedextrack/
Our Standard Courier Service aims to deliver your package within 2- 7 business days, however, do note that with the exclusions of Sundays and Public Holidays, it may take up to 4 business days to reach you. Our Courier Service is also unable to deliver to the following addresses including (but not limited to) Sentosa Island, Jurong Island, Tuas, Gul Way, Airport Boulevard, shipyards due to certain restrictions. 13rushes will contact you for an alternate shipping address should your address fall under the restricted areas.
There will be an additional charge of S$3.75 for redelivery in the event of a failed delivery. As the delivery provider may not call before delivery, please ensure that there is someone to receive your package at your delivery address.
How do i choose my shipping method?
You will be given options to choose from at the checkout page. The respective costs (if applicable) will be reflected on your final payment amount.
Can you ship my order out immediately?
The final shaping and trimming of the brushes will commence upon the receipt of your order. We usually require 1 to 6 working days before the brushes can be sent for shipping. However, as the time required for the completion of brush shaping varies with the complexity of the brush shape, we seek your kind understanding in any unforeseen delays.
For urgent deliveries, please drop us an email at email@example.com to enquire about express deliveries (at a fee).
How can i check the status of my order?
You can check the status of your order via your 13rushes account. Also, a mailing confirmation email will be sent to you when your parcel has been mailed. For customers who have opted for registered mail, we will send you the tracking number within 2-3 days from which the parcel has been shipped.
I have not received my order… what should i do?
For Normal mails: Normal mail deliveries can take between 1 to 14 working days to be delivered. As normal mails do not have tracking numbers, we will not be able to locate the parcel in the event of a non-delivery. There could be a number of reasons for a non-delivery (wrong address, PO box closed, faulty letter box, etc). For the above mentioned reasons, your parcel will be bounced back to our return address. Thereafter, a redelivery will be arranged after the address has been reverified. However, based on our past experience with normal mail deliveries, some parcels may go missing as well. 13rushes will not be liable for any missing parcels shipped under normal mail deliveries.
For Courier deliveries (Ninjavan or other Standard Courier): Kindly drop us an email at firstname.lastname@example.org. Please wait at least 24 hours after the item(s) have been sent/posted for tracking details to be available
For international mails: Kindly head to https://www.fedex.com/apps/fedextrack/ to track your parcel. Please wait at least 24 hours after the item(s) have been sent/posted for tracking details to be available
An item is missing from my parcel/ i have received the wrong item.
We apologize for sending you an incomplete order. Please contact us at email@example.com to request for a replacement. All extra shipping charges will be fully borne by 13rushes.
We take great pride in our reputation for quality and excellent value. To ensure the best shopping experience, all 13rushes products are individually hand-checked before they are sent for shipping. If you are not entirely satisfied with your purchase(s), simply send us a return request at firstname.lastname@example.org. 13rushes will review all requests on a case by case basis, reserving the right to either (a) Replace the item with a new item of the same original order, or (b) Full refund in credit for use on www.13rushes.com
What if I don’t like the item that I’ve received and would like to exchange for another item?
At 13rushes, we want to make sure you love our products! It's okay to change your mind on your purchase(s). Just make sure the item to be exchanged is unused and in its original condition. Kindly drop us an exchange request at email@example.com, to include your contact details, order confirmation number and the name of the item to be exchanged for. Upon the approval of return requests, the following courses of actions are available:
Replace the returned item with a new item of the same value as original order or
Replace the returned item with a new item of a higher value than the original order. In this case, customers have to top up the difference in value of the item to be returned, and the item to be exchanged.
A token amount (10% of order value) will be levied as a processing fee to exchange a non-defect item.
I’ve received a defect/ incorrect item
In the event that you have received a defective item, rest assured that a one-for-one exchange will be arranged right away. Some defects include a) Scratchy bristles , b) Shedding , c) Loose ferrule-handle e) Other(s)
In your e-mail, kindly provide a clear snapshot of the defect area for our reference. Once you've received a confirmation mail from us, please proceed to return the mail to our address at: 35 Jalan Tari Payong, Singapore 799277. Please rest assured that postage fees will be fully absorbed by us.
We regret to inform you that in the event that the item you originally ordered is out of stock, we will be only be able to offer a replacement item or store credits. As these brushes are individually handcrafted, please allow for slight shape deviations between brushes. Also, the true color of an item may also vary slightly due to strong studio lighting/inevitable discrepancies arising from individual computer resolutions. All brushes are checked before delivery, to ensure these slight differences do not affect the intended function or performance of the brushes. The above-mentioned are not considered defect attributes and are therefore non-eligible for returns.
Can i return a Sale Item?
In the event that 13rushes holds a sale (online or a physical event), please take note of the following:
For online sales, all items applicable for sale will be available under "Sale" or any other promotional tab.
All items sold during the sale, either online or a physical sale, are considered final and returns of items for exchange, store credits and refunds will not be accepted.
In the event that your parcel is returned to us for the following reasons, you will be required to top up for necessary postage:
b) Incorrect/Insufficient address
c) Bulkly parcel
d) Moved or No such name/company
e) Refused/Unable to deliver
f) Lettebox Full/Faulty/No letterbox
g) PO Box Closed
h) Others - A snapshot will be provided for your reference
In the event that our team has made an error resulting in any of the above, please rest assured that the re-delivery costs will be fully absorbed by us.