Frequently Asked Questions

General

Q: Who do I contact for privacy-related issues?

• If you require assistance on issues related to your personal Gain City account, please call +65 6222 1212 or email [email protected] for more information.

Gain City Family Card

Q: What is the Gain City Family Card?

• Gain City Family Card is a loyalty and rewards program which offers Gain City family members the best of both worlds. Earn & Redeem points along with privileges & special deals.

Q: What are the privileges of a Gain City Family Member?

• Free lifetime membership
• Earn and redeem points on all purchases online and in-stores. You get 1 Family point earned for every $1 spent and with a redemption rate: 100 points = $1.
• Get instant cash rebate of up to 90% off your purchases value with your Family Points. Points expire 2 years from purchase date.
• Get exclusive dibs on members-only promotions and event invitations like private sale, store openings and more.

Q: How to be a Gain City Family Member?

• Create an account by filling in your personal information on https://www.gaincity.com/customer/account/create/
• Agree to the Conditions of Use and click on Be a Gain City Member Now.

Q: How to make an order in-store if you are a Gain City Family Member?

• Show your Family Card in the Gain City mobile app, or · Provide your registered mobile number at the cashier.

Q: Where can I view or update my contact details?

• Log in to your account online or the Gain City mobile app.
• Update your email, contact number, address, and communication preferences on the My Account page.

Q: How do I receive promotions/updates from Gain City?

• As a Gain City Family Member, you can receive emails, messages, phone calls, or mailers on latest promotions and offerings, exclusive member deals, invitations to our member’s only sale and more.
• To receive updates from Gain City, simply check the boxes to receive our correspondence on the My Account page.
• Likewise, to stop receiving correspondence from us, simply uncheck the boxes on the My Account page.

Q: What if I have trouble logging in?

• Your account may be temporarily locked for security reasons, making it temporary inaccessible. Contact Gain City at +65 6333 1212 or [email protected] if you need help with login.

Q: How do I deactivate or close my Gain City Family account?

• In unforeseen circumstances where you wish to deactivate or close your Gain City Family account, please contact us at +65 6222 1212 or email us at [email protected]

Product & Payment

Q: How do I search for an item and shop online?

• You can find your products by using two methods on the website.
• (i) Using the navigation bar o Use the navigation bar at the top of the page to browse product categories. 
  • Hover over a category to view the dropdown menu.
  • Click on the sub-category you are interested in.
  • To browse another category, repeat the same steps.
• (ii) Using the search bar
  • Enter a brand name (e.g. Eikou), product category (e.g. Camera) or item model.
  • Click the search icon or press Enter.

Q: Are all in-store products available online?

• The range of products found online may change from time to time and online product availability may differ from in-store offerings. · This may be due to stock limitations product customisations or special online promotions.

Q: Do product prices fluctuate from time to time?

• Product prices may vary due to (i) ongoing promotions or limited-time deals, (ii) supplier price adjustments (iii) stock availability and demand.
• All prices shown reflect the latest available pricing. We recommend placing your order when ready as price and promotions are subject to change without prior notice.

Q: Does the product come with warranty?

• For products eligible for local manufacturer warranty, please refer to the product description for the exact warrantied period. Product warranty will start from the date of delivery.
• Extended warranty is available for eligible products if you require a longer warrantied period. You can select your preferred extended warranty period on the product page. Extended warranty charges apply.

Q: How many products can I order at one time?

• There is no purchase limit, except for products which are on offer.
• Promotional items may have quantity limits per customer, order, billing address or delivery address.
• If limits apply, you will be notified by our customer service representative by the next business day.

Q: If I am interested in a product, how do I select, check out and pay online?

• On the product page, select the quantity and click Add to Cart.
• Once you have selected all items, click My Cart at the top right corner.

Q: What payment methods are accepted in Gain City stores?

• Cash or NETS
• Gain City Gift Vouchers
• Credit Cards (Visa, MasterCard, American Express)
• 0% Instalment Plans (selected banks, duration varies)
• Apple Pay
• Google Pay
• Atome
• FavePay
• GrabPay
• PayNow, UEN NO :199304709Z
• Bank transfer, UOB account No: 401-319-080-6 or DBS account No: 025-009777-7

Q: What payment methods are accepted online?

• Nets QR
• PayNow
• Google Pay
• Apple Pay
• Debit / Credit Cards (Visa, MasterCard, American Express)
• GrabPay or PayLater by Grab
• Shopback
• Gain City E-Gift Card

Q: What if the product is out of stock after payment?

• All items available for online purchase are not guaranteed to be in stock at the time of order processing.
• In unforeseen circumstances if product is out of stock after payment, one of our customer service representatives will get in touch with you on the next course of action e.g. (Change of model/ Cancel & Refund etc).

Q: How do I check my order or purchase history?

• Login to your account online with your registered email and password.
• Click My Account.
• Go to My Dashboard.
• View your purchase history under My Orders.

Collection & Delivery

Q: How long does online delivery/collection take after an order is placed?

• For standard and economy delivery, it will typically take 3-5 working days for orders to be delivered.
• For express delivery, it can be delivery on the same day if the order is placed by 4pm. If the order is placed after 4pm, you can expect delivery to be on the next working day.
• For delivery that comes with installation, one of our customer service representatives will get in touch with you to confirm on the delivery time.

Q: What is the delivery/collection methods for online orders?

• You can select (i) economy/standard delivery, (ii) self-collection or (iii) express delivery.
• Each delivery method will incur different delivery timings and charges.
• Last minute cancellation/ change of delivery, there will be $10/ $30 charges apply.  Last minute changes refer to 48 hours before the selected delivery date.

Q: How much is your economy/standard delivery for online orders?

• For online orders below $180, a delivery fee will be charged. Depending on the product type, you may be charge $3.99 for economy delivery or $10 or $30 for standard delivery. Please refer to https://www.gaincity.com/additional-info/delivery for more information on online delivery.
• Online orders above $180 will qualify for free economy/ standard delivery.
• There is an additional delivery charge to special locations that require clearance. Such locations are, but not limited to: military camps, naval bases, air bases, prisons, Changi Airport transit and departure lounges, Changi Cargo Complex, Alps Avenue, PSA ports, and Jurong Island. The exact delivery charge will be further advised.
• For deliveries to Pulau Ubin, Pulau Tekong, Kusu Island, and St. John’s Island, delivery will be made to the nearest accessible port only. Transportation from the port to the island is not included in our delivery service. Customers are responsible for making their own arrangements for onward transportation to the island.

Q: How do I get my product if I select self-collection/ check if order is ready for collection?

• Head down to the selected store on/after your selected pickup date to collect your order. Self-collection does not incur additional delivery charges.
• You can check your order status in your Gain City account:
  • Login → My Account → My Orders
  • If the status shows “Ready for Collection”, you can go to your selected showroom to collect your item.
• If it’s your collection date but the status is not “Ready for Collection”, please call us at 6333 1212 to check before heading down.

Q: What is your same day/express delivery charge?

• All express deliveries will be charged $50 per trip regardless of order amount.
• Please refer to https://www.gaincity.com/additional-info/delivery for more information on same day/express delivery.
• No refund of express delivery charges is allowed after order had been placed.

Q: What are the available delivery timings?

• For orders delivered by Gain City in-house delivery team, you may select your delivery timing in 3-hour intervals, (i)10am – 1pm, (ii)1pm – 4pm, (iii)2pm – 5pm. Delivery dates and timing will depend on slot availability.
• In unforeseen circumstances where your selected delivery slot becomes unavailable after purchase, one of our customer service representatives will get in touch with you.

Q: Why I am unable to select delivery timing for my order?

• Some products are delivered by the respective brands or our third-party delivery partner, Ninjavan. As such, delivery arrangements will differ and you will not be able to choose a delivery timing unfortunately.

Q: How long does delivery take for pre-order products?

• Products might be on pre-order due to planned product launches, or it requires additional lead time for customisation.
• You can refer to the stated fulfilment date on the product page for pre-order products.

Q: How do I track my order if it is delivered by the respective brands or by third-party delivery partner?

• Delivery by brand (agent delivery): After order is placed, our order processing team will submit your order details to the respective brands. From there, a representative from the brand will get in touch with you at least 1 day before your selected delivery date to confirm the delivery timing.
• Delivery by third-party delivery partner (economy delivery): For economy delivery, please note that the delivery date selected on the checkout page refers to the date the order is shipped from our warehouse and passed to Ninjavan. Thereafter, Ninjavan will take another 1-3 working days for the order to be delivered. You can track your delivery status at https://www.ninjavan.co/en-sg/tracking by entering in the order ID (starts with EORCS) after the selected delivery date. EORCS number can be found under the My Orders tab in https://www.gaincity.com/customer/account/

Q: What should I do if I require installation service?

• Please contact us at +65 6333 1212 or email us at [email protected] if you require installation service for your order. Depending on the product, installation charges may apply.
• Please take note that Gain City does not provide any wall mount installation for any washers/dryers. 

Q: What if I want to change delivery?

• For online orders please call +65 6333 1212 for change of delivery.
• For in-store purchases, please contact the respective store where you have placed the order. Store contact information can be found on: https://www.gaincity.com/customer-service/store-locations
• Additional charges apply should the request for change of delivery is less than 48 hours before the scheduled delivery. For such cases, our customer service representative will get in touch with you to advise on the last-minute delivery change fee.

Q: What are the in-store delivery charges?

• Orders above $1,500 enjoy free standard delivery.
• There is an additional delivery charge to special locations that require clearance. Such locations are, but not limited to: military camps, naval bases, air bases, prisons, Changi Airport transit and departure lounges, Changi Cargo Complex, Alps Avenue, PSA ports, and Jurong Island. The exact delivery charge will be further advised.
• For deliveries to Pulau Ubin, Pulau Tekong, Kusu Island, and St. John’s Island, delivery will be made to the nearest accessible port only. Transportation from the port to the island is not included in our delivery service. Customers are responsible for making their own arrangements for onward transportation to the island.

Exchange & Returns

Q: My order delivered has a defect, what should I do?

• If the product you received is defective, we are able do a one-time free exchange of the defective item within 8 days from delivered date. You can refer to https://www.gaincity.com/service-connections/8-days-replacement-guarantee for more information on our 8 days replacement guarantee policy.
• For unsealed Apple Products, please refer to Apple Service centre.
• For other products, after the 8 days upon receiving the goods, please refer to the manufacturer's repair centre for any issues.

Q: I have a change of mind after my purchase, can I get a refund?

• We are very sorry to hear that you do not wish to keep your purchase. You can refer to the 8-Day Cooling-Off Period terms on the Service Connections page https://www.gaincity.com/service-connections/8-days-cooling-off-period for more information on our 8 days cooling-off policy.
• Please ensure that the returned product must be sealed and in its original state for it to be eligible for a one-time free exchange. Brands reserve the right to accept/reject returns based on their return policy.
• Display sets are non-exchangeable and non-refundable.
• Gain City Best-Electric reserves the right to reject the exchange request if there are any signs of opened/used product.
• Extended warranty, Microsoft software, e-gift cards and all Gain City vouchers are non-exchangeable and non-refundable.

Q: What is Made to order delivery

• All made-to-order delivery only applies to selected furniture items that carry an estimated production, overseas transit, and fulfilment timeline of 1 to 12 weeks. The estimated delivery lead time is shown on the product page.
• All Made to Order products are non-exchangeable and non-refundable.