FAQ (B2B Clients - Singapore)
Frequently Asked Questions (FAQ)
Last Updated: 17 Nov 2025
📌 Account & Registration
🤔 How do I open a wholesale account with Growe Supply?
Step 1: Visit our homepage (https://wholesale.growesupply.com)
Step 2: A Log In popup will appear. Please enter in your WhatsApp phone number and click continue.
Step 3: An OTP will be sent to the number that you have put into the field earlier. Please check your WhatsApp Number and input the One-Time Password into the field and click the "Log in" button.
Step 4: If you have registered an account with us, you should be able to log into the homepage. But if this is your first time, please contact our admin via WhatsApp at +65 8793 6168 for membership approval.
Step 5: A member of our staff will conduct "Know your customer" protocols (KYC) and you are required to answer a few questions about your business before we can grant membership to the site as we only grant membership to legitimate businesses. (Business location, Size...etc)
Step 6: Await approval. (Typically on the same day, once KYC is passed.) Once approved,
Step 7: When your membership is granted, you will receive a WhatsApp message from us saying that you have access and you can try logging in again.
You'll receive an email notification once your account is approved with login credentials and access to wholesale pricing.
---
🤔 What documents do I need to register for KYC
Required Documents:
- Business registration certificate (ACRA registration for Singapore companies)
- Valid identification (NRIC/Passport) of the authorized person/owner
- Business address proof (optional but speeds up approval)
For Solo Proprietors/Freelancers:
- Business registration documents
- Valid identification (NRIC/Passport) of the owner
Note: All documents listed above will be requested by our staff during the KYC process before approving your membership to our site.
---
🤔 How long does account approval take?
Standard Processing Time:
- 1-2 Business Day (Typically less than 24 hours)
Timeline:
- Membership request submitted → done within 10 minutes.
- Document review (KYC) → done within 1 hour of contacting our staff.
- Approval decision (KYC) → done within the same KYC session.
- Account activation → Immediate upon approval.
Delays may occur if:
- Documents are unclear or incomplete
- Additional verification is needed
- Applications submitted on weekends or public holidays
---
🤔 Who is eligible for a wholesale account?
Eligible Business Types:
✓ Retail stores (beauty, skincare, general merchandise)
✓ E-commerce businesses
✓ Beauty salons and spas
✓ Hotels and hospitality businesses
✓ F&B establishments (cafes, restaurants with retail sections)
✓ Corporate buyers
✓ Event organizers and gifting companies
Requirements:
- Valid business registration in Singapore
- Physical business address or registered business location
- Intent to resell products (not for personal use)
Not eligible:
✗ Individual consumers
✗ Personal use purchases
✗ Businesses outside Singapore
---
🤔 Can I have multiple users on one account?
No, one account = one user.
Note: This means that multiple people from your entity can transact with us, but on our system, it's counted as a singular account. On the backend, we will group your employees together and view it as one account for the purposes of calculating your customer rank.
---
📌 Ordering & Minimum Orders
🤔 What is your minimum order quantity (MOQ)?
Minimum Order:
- SGD 300 per invoice
This is the total order value, not per product. You can mix and match products from different brands and categories as long as your cart total reaches SGD 300.
Example:
- Product A: SGD 150
- Product B: SGD 80
- Product C: SGD 70
- Total: SGD 300 ✓ Meets minimum
---
🤔 Can I order less than SGD 300?
No, our minimum order is SGD 300 per invoice.
This minimum allows us to maintain:
- Free same-day delivery
- Competitive wholesale pricing
- Flexible credit terms
- Quality customer service
Pro-Tip: Consider combining products or ordering with higher quantities to meet the minimum while maximizing your inventory variety. We also don't have minimum order quantities on specific SKUs as long as you meet the minimum invoice value of $300.
---
🤔 How do I place an order?
For Approved Wholesale Customers:
Step 1:
- Log in to your wholesale account at wholesale.growesupply.com
Step 2: Browse products by:
- Country (Thailand, Philippines, Myanmar, Malaysia, etc.)
- Category (skincare, bath & body, haircare, etc.)
- Brand name
- Search function
Step 3: Add products to cart
- Select quantity for each product
- View real-time pricing and availability
- See your volume discount tier applied automatically
Note: Our pricing displayed is before any discounts and taxes.
Note: For quantity, we have individual and carton prices respectively
Step 4: Review cart
- Verify products and quantities
- Check delivery timeline for each item
- View order total (minimum SGD 300)
Step 5: Proceed to checkout
- Confirm customer details (name, phone number, email.)
- Confirm delivery details (address, delivery type...etc)
- Insert promo code if applicable
- Check order summary
Step 5: Click "place order
- Receive order confirmation WhatsApp message immediately
---
🤔 Can I modify or cancel my order after placing it?
Before Order Processing (within 2 hours of placement):
- If your status is "pending", contact customersuccess@growesupply.com or WhatsApp +65 8793 6168 immediately
- Include your order number
- We'll do our best to modify or cancel before processing begins
After Order Processing Begins:
- If your status is "confirmed", Modifications and cancellations are not possible in general (but may be permissible for some cases, please contact customersuccess@growesupply.com or WhatsApp +65 8793 6168 immediately
- Only in-stock products can be returned under our 60-day return policy once delivered
Best Practice:
- Review your order carefully before submitting. Always double-check quantities, products, and address...etc
---
🤔 How do I reorder products?
Contact Your Account Manager:
- During onboarding, you should have a dedicated WhatsApp group created by your account manager.
- Simply reach to your account manager in the group about reordering, and he/she will attend to your needs.
- Alternatively, you can shop from our online catalog at a time of your choosing, and once you have placed your order, your account manager will be notified and will reach out to you as well/
---
🤔 What if a product I want is out of stock?
1. In-stock Items
- Some products are already available in our warehouse.
- However, these products are subject to existing availability for reservation.
- Can be shipped to you same-day as long as the invoice for in-stock items are above the minimum order amount of $300 per invoice.
2. Pre-Order Items
- Some products available for pre-order
- Secure your quantity before the next shipment arrives
- Extended delivery timeline applies (Up to ~14 Working Days)
3. Alternative Products
- Contact sales@growesupply.com or your account manager.
- Our team can recommend similar products from other brands
---
📌 Payment & Credit Terms
🤔 What payment methods do you accept?
Accepted Digital Payment Methods:
- Bank transfer (FAST/GIRO)
- PayNow (QR or UEN)
- Credit card (Visa, Mastercard, AMEX - processing fee applies)
- Debit card
Accepted Physical Payment Methods:
- Cash on delivery
- Cheques
Not Accepted:
- Cryptocurrency
- Personal Checks
---
🤔 How do your 7-day credit terms work?
Payment Timeline for preorder items:
- D-3 Days (Last Friday): Your account manager will remind you throughout the next 3 days to place an order if you need to restock.
- D (Monday): Order placed by 6.30pm.
- D+2 (Tuesday to Wednesday): Your account manager will confirm the order with you and tell you if we can fulfill your entire order. (At this stage, we may not be able to help you reserve stock from our suppliers, so you can decide either to drop it from the invoice, or to push it to the next order.) Once the order is confirmed by the client, we will place the order latest by Wednesday.
- D+11 (Next Friday): Your shipment will be delivered to your designated address.
- D+16 (Following Wednesday): A 1st automated payment reminder will be sent to you to prepare payment in full. You may make payment earlier if you wish.
- D+17 (Following Thursday): A 2nd automated payment reminder will be sent to you to prepare payment full. You may make payment earlier if you wish.
- D+18 (Following Friday): A 3rd and final automated payment reminder will be sent to you to prepare payment full.
Note: This is the due date of the 7-days credit term extended to all clients
Payment Process:
1. Order delivered to your business
2. Invoice included with delivery (also sent in the WhatsApp Group)
3. You have 7 days from delivery date to make payment (See above)
4. Payment can be made via physical or digital means (See above)
5. Payment instructions and terms of sale are included on invoice.
Example:
- Order placed: Monday, 4 November 2025
- Order delivered: Friday, 15 November 2025
- Payment due: Friday, 22 November 2025 (7 days later)
- Pay anytime between 15 November 2025 to 22 November 2025
Late Payment:
- Grace period: up to 2 additional days (upon request)
- After grace period: 24%/annum extended credit term facility fees will kick in, and Account is suspended (no more orders will be taken) until payment received.
- Repeated late payments: May affect credit terms eligibility, and may result in permanent ban.
---
🤔 Do I have to pay upfront?
No! Approved wholesale customers enjoy 7-day credit terms - you pay within 7 days after receiving your goods.
Benefits:
- Inspect products before payment
- Manage cash flow better
- Start selling before paying
First Order Exception:
- Some first-time customers may require upfront payment
- Credit terms granted from second order onwards
- Depends on account verification and order value
---
🤔 Are there any hidden fees?
No hidden fees! What you see at checkout is what you pay.
What's Included:
✓ Product cost
✓ Delivery cost (free for orders above SGD 300)
✓ GST (if applicable)
Additional Fees That May Apply:
- Below Minimum Order: SGD 30 delivery fee if order is below SGD 300
All fees are clearly shown at checkout before you confirm your order.
---
🤔 Can I get an invoice for my order?
Yes! All orders include a proper tax invoice.
Invoice Delivery:
- Digital: Emailed immediately upon order confirmation
- Physical: Included with product delivery
Invoice Includes:
- Your business details
- Itemized product list with quantities and prices
- Volume discount applied
- GST breakdown (if applicable)
- Payment terms and due date
- Bank transfer details
---
🤔 Do you offer credit limits or extended payment terms?
Standard Terms:
- 7-day credit for all approved customers
Extended Terms for High-Volume Buyers:
- Spending SGD 10,000+/month may qualify for extended terms
- Possible options: Net 14, Net 30
- Subject to credit review and approval
- Requires consistent payment history with Growe Supply
To Apply: Contact sales@growesupply.com with:
- Average monthly order volume
- Desired credit terms
- Business financial references
---
📌 Products & Authenticity
🤔 How do I know your products are 100% authentic?
Our 5-Layer Authenticity Guarantee:
1. Direct Sourcing
- We source directly from brand owners and authorized manufacturers
- No middlemen or unauthorized distributors
- Official distributor agreements in place
2. Supplier Verification
- Every supplier undergoes rigorous vetting (We have a proprietary framework to reduce this risk to as close to 0 as possible)
- Factory audits for key partners
- Ongoing relationship monitoring
3. Batch Verification
- Every product batch inspected before distribution
- Verification of batch numbers and expiry dates
- Authenticity documentation from manufacturers
4. FSA & HSA Compliance
- All cosmetic products Singapore Health Sciences Authority (HSA) requirements and regulations.
- All food products Singapore Food Agency (FSA) requirements and regulations.
- Proper import documentation
- Regulatory compliance verified
Note: At Growe Supply, we are committed to making sure that we follow all local rules and regulations. Should there not be any certificates for the product you are looking for, or if we have not renewed it yet, please let your account manager know and we will have it applied immediately
5. Money-Back Guarantee
- If any product is proven counterfeit: full refund
- No questions asked
- No return required - keep the product
Proof Available: We can provide certificates of authenticity and distributor agreements upon request.
---
🤔 What brands do you carry?
Our Niches:
- Thailand Products
- Philippines Products
Top Brands We Carry:
- Kojie San (Authorized Distributor)
- Joji (Authorized Distributor)
- Poysian
- Kota Cosmetics (Authorized Distributor)
- Precious Skin (Authorized Distributor)
- A Bonne
- Fairy Gluta (Authorized Distributor)
Product Categories:
- Skincare (moisturizers, serums, cleansers, sunscreens)
- Bath & Body (soaps, body lotions, scrubs, shower gels)
- Haircare (shampoo, conditioner, treatments, styling, hair dyes)
- Natural & Organic Beauty
- Health Supplements
- Baby Products
- Detergent & Softeners
- Massage Balms
- Deodorants
- Sprays
- Lozenges...etc
To See Full Catalog:
- Log in to your wholesale account
- Browse by categories and bestsellers
- Contact sales@growesupply.com or your account manager for help if what you want to order is not displayed on our website
Note: Those products with the "popular" tag attached to it are what is currently best selling in Singapore at the moment.
Can't find a specific brand?
- Let us know! We're constantly adding new brands and can source specific products upon request.
---
🤔 Can I request specific brands or products not in your catalog?
Yes! We can source additional brands and products for you.
Process:
Step 1: Submit a request
- Email sales@growesupply.com
- Include: brand name, product name, quantities needed
- Specify: country of origin if known
Note: Alternatively, you can also let your account manager know and he/she will relay it back to us.
Step 2: Feasibility assessment
- We verify authenticity and authorized distribution
- Check manufacturer availability
- Assess order volume requirements
Step 3: Quote provided
- Pricing based on order quantity
- Lead time estimate: It depends. Please check in with your account manager.
Step 4: Confirmation and ordering
- Accept quote
- Place order
- Delivery scheduled (shipped with your current shipment or pushed to the next shipment. Please check in with your account manager.)
Minimum for Special Requests: Usually SGD 1,000-2,000 depending on brand and products
---
🤔 Do you provide free product samples?
Sample Policy:
For Existing Customers:
- Starter & Pro Tier: Samples can be arranged to be delivered (on request) - Case-to-case basis.
- Elite Tier & Above: Samples can be arranged to be delivered (on request)
How to Request:
- Email customersuccess@growesupply.com
- Specify products you're interested in
- Explain your business use case
- Inform your account manager as well on your dedicated WhatsApp group
Sample Limitations:
- 1-2 units per product
- Limited to new products you haven't ordered before
- Subject to availability
---
🤔 Are all products HSA compliant?
Yes! All products sold by Growe Supply are compliant with Singapore Health Sciences Authority (HSA) regulations.
What This Means:
✓ Products are safe for sale in Singapore
✓ Proper ingredient declarations
✓ Compliant with ASEAN Cosmetic Directive
✓ Import documentation in order
✓ Product safety assessments completed
Your Responsibility as Retailer:
- Display products as intended
- Follow any specific storage instructions
- Do not alter or relabel products
- Report any adverse reactions to us immediately
Documentation: We can provide HSA compliance documentation for your records upon request.
---
🤔 What is your policy on expired products?
Quality Assurance:
- All products have minimum 6-month shelf life upon delivery.
- Expiry dates clearly marked on products.
- We rotate stock to ensure freshness.
If You Receive Short-Dated Products:
- Notify us immediately at customersupport@growesupply.com or approach your account manager for support on WhatsApp.
- We'll arrange full replacement or refund.
- No return shipping required.
Selling Near-Expiry Products:
- It's your responsibility to track expiry dates
- Do not sell expired products to consumers
- We cannot accept returns of products that expired while in your possession
Best Practice: First-in, first-out (FIFO) inventory management to minimize expiry issues.
---
📌 Shipping & Delivery
🤔 How much is delivery?
FREE same-day delivery for all orders above SGD 300 (our minimum order amount)
Below Minimum Orders:
- Orders below SGD 300: SGD 30 delivery fee
- We recommend meeting the SGD 300 minimum to enjoy free delivery and better wholesale pricing
Coverage: Island-wide Singapore
---
🤔 How long does delivery take?
Delivery Timeline Depends on Product Origin:
In-stock Products (Local Warehouse):
- Same-day delivery for orders placed.
- As long as minimum order volume is SGD$300 per invoice.
Thailand Products:
- 8-14 calendar days from order placement
- Weekly shipment schedule
Important: Your order may contain products from multiple origins. Delivery may be split into multiple shipments based on product availability. You'll be notified of delivery schedule at checkout.
---
🤔 What is your order cut-off time?
Weekly Cut-off: Monday, 6pm SGT
How It Works:
- Orders placed before Monday 6pm → Processed for that week's delivery
- Orders placed after Tuesdays 6pm → Processed for following week
Example:
- Order placed: Monday, November 3, 5pm ✓ Processed this week
- Order placed: Tuesday, November 3, 7pm → Processed next week
Planning Tip: Place orders early in the week (Last Friday or Saturday is ideal) to ensure timely delivery. Most products follow weekly shipping schedules.
---
🤔 Do you deliver outside Singapore?
Current Service Area: Singapore only (island-wide)
International Expansion: Planned for 2025
- Expanding to additional Southeast Asian markets
- Exact countries and timeline to be announced
Interested in International Delivery?
- Join our international waitlist: sales@growesupply.com
- Include: Your business location, product interests, estimated order volume
- We'll notify you when we launch in your region
---
🤔 Can I choose a specific delivery date?
No.
Delivery Scheduling:
- Delivery days: Monday-Friday
- Time window: 9am-6pm (specific time slots not guaranteed)
- Saturday/Sunday delivery: Not available (except special arrangements)
Note: Should you have special business needs that deviate from your usual business as usual practices and require us to accommodate, please arrange it with your account manager.
---
🤔 How do I track my order?
Order Tracking Methods:
1. Ask your account manager
- Please ask in the WhatsApp group created for your account.
- Your account manager will tell you the status of your order.
- We recommend this method for the most up-to-date status updates.
2. WhatsApp notifications
- Periodically you may receive push notifications from our bot on WhatsApp about your order statuses.
Order Status Meanings:
- Processing: Order received, being prepared
- Ready for Dispatch: Packed and awaiting delivery
- In Transit: Out for delivery
- Delivered: Received by you (signature required)
---
🤔 What if I'm not available to receive delivery?
Delivery Requirements:
- Signature required upon delivery.
- Someone must be present at delivery address.
If No One Available:
- Driver will attempt contact via phone. (to you, and to us)
- Delivery personnel will leave the goods at your designated location.
Recommendations:
- Provide accurate business hours.
- Include recipient phone number.
- Designate someone to receive deliveries.
- Consider delivery to business address where staff always present.
---
🤔 What if products are damaged during delivery?
Immediate Steps:
1. Do Not Sign for Delivery If:
- Packaging is visibly damaged
- Box appears opened or tampered with
- Products visible broken/leaking
2. Document Damage:
- Take photos of packaging and products
- Note damage on delivery receipt if you must sign
- Contact your account manager immediately or within 24 hours.
3. Report to Us:
- Email: customersuccess@growesupply.com
- Include: Order number, photos, description of damage
- Subject line: "DAMAGED DELIVERY - [Order Number]"
---
📌 Returns & Refunds
🤔 What is your return policy?
60-Day Risk-Free Return Policy
Eligible for Return:
✓ Only applicable for in-stock items.
✓ Unopened products in original packaging
✓ Unused products with all labels intact
✓ Products within 60 days of delivery date
NOT Eligible:
✗ Pre-ordered items.
✗ Opened or used products
✗ Products without original packaging/labels
✗ Discontinued items marked "Final Sale"
✗ Custom or special orders
✗ Products past 60-day return window
✗ Products with damaged packaging (unless damaged in transit)
Return Value:
- Full refund (Bank transfer/PayNow Via UEN)
---
🤔 How do I return products?
Return Process:
Step 1: Request Return Authorization
- Email: customersuccess@growesupply.com OR approach your account manager.
- Include:
- Order/invoice number
- Product SKUs and quantities to return
- Reason for return
- Photos of products (showing unopened condition)
- Preferred refund method (Bank transfer/Paynow Via UEN)
Step 2: Return request reviewed by our internal team
- We'll review your request within 1 business day
- If approved, your account manager will reach out to you about it.
Step 3: Package Products
- Pack securely in original packaging if possible
- Do not remove any stickers, or deface the original packaging.
Step 4: Wait for pickup
- Coordinate with your account manager.
- He/she will come down to pick it up from your location and arrange returns on your behalf.
Step 5: Inspection
- Once your account manager arrives, he/she will inspect products on-site
- Verify: unopened, undamaged, within policy
Step 6: Refund Issued
- Bank refund: Ideally within the same working day, but it may take up to 5-7 business days after inspection is done.
- Your account manager will reach out to you confirming you receive the refund.
- Once refund is received, the matter shall be considered concluded.
---
🤔 Who pays for return shipping?
We will usually cover the return shipping costs. Case-by-case basis
Standard Returns (60-Day Risk Free Return for instock items):
- We pay for return shipping
- We arrange courier pickup at no cost to you
Damaged/Defective/Wrong Products:
- We pay for return shipping
- We arrange courier pickup at no cost to you
---
🤔 Can I exchange products instead of returning?
Yes, but it depends.
Please follow the steps
- Please raise this issue to your account manager, and he/she will assist you.
- Exchanges will depend on multiple factors like expiry dates, product availability...etc
---
🤔 What if I receive the wrong products?
We deliver wrongly = Our Problem
Immediate Actions:
Step 1: Don't Panic
- Happens rarely, but we fix it fast
Step 2: Contact Us Within 24 Hours
- Email: customersuccess@growesupply.com
- WhatsApp: Please bring up the issue to your account manager in the group.
- Subject: "WRONG PRODUCTS - [Order Number]"
- Include: Photos of products received vs. what you ordered
Step 3: We Arrange Solution
- Option A: If the product is in stock, the correct products will be brought to you by your account manager.
- Option B: If the product is not in stock, your account manager will investigate and strike off the product from your order or move it to your next order (if the product did not arrive in your current shipment)
- Wrong products: Please keep them in the meantime, your account manager will arrange a delivery solution to collect from you.
Timeline: If replacement request is raised during business hours, we will try to get arrange a solution on the same day, but latest in 2 working days.
---
🤔 What if products are damaged/defective?
We offer a full refund on defective products
Defective Product Policy:
Step 1: Report Within 24 Hours of Delivery
- Email: support@growesupply.com
- Include:
- Order number and product SKU
- Description of defect
- Photos/videos showing issue
- Batch number (on product packaging)
Step 2: Investigation
- We review your report immediately
- May contact manufacturer for verification
- Response within 1-2 business days
Step 3: Resolution
- If Defective: Full replacement or refund
- If Not Defective: We'll explain proper usage or provide alternatives
- If Batch Issue: We'll check other inventory and notify other customers
Manufacturer Recall:
- We'll notify you immediately
- Full refund + pickup arranged
- Your customers affected = we help you manage
---
📌 Pricing & Discounts
🤔 How are our prices set?
Our display price you see on the website = (1) + (2)
Pricing Structure:
(1) Base Supplier Price:
- Negotiated directly with manufacturers
- Based on our purchase volumes
- Updated quarterly based on supplier costs and exchange rates
✅ This is the price that we help you negotiate with manufacturers to get the best possible price on the products that you order.
(2) Our Markup
- Set by the Growe Supply board of directors.
- Based on our other costs incurred outside of cost of goods sold.
- Updated quarterly based on business unit performance
✅ This is the markup we place on top of (1). This gives us enough margin wiggle room to support our authorized retail partners to cover things like legal and compliance costs, delivery costs, warehousing, packing and fulfillment costs...etc which allow us to continue being your "backend" partner, taking care of all your product sourcing, freight, and inventory sourcing needs.
Note: Display price refers to the pricing you see on our website before any volume discount or carton pricing.
Price Transparency:
- All prices shown in SGD
- Prices include GST (where applicable)
- No hidden markup or fees.
Price Changes:
- Prices may change as needed (usually quarterly)
- Existing orders honored at checkout price
- You're advised to check this website regularly for price changes or look for your account manager for price updates directly.
---
🤔 What are your volume discount tiers?
Customer Tier System:
🐰 Starter Tier
- Spend: SGD 1,000 - 2,999 per month
- Discount: 3% off total invoice
- Benefits:
- Free Delivery
- Same Day Delivery (Once shipment arrives in Singapore)
- Default 7 Days Credit Term
- 100% Authentic Products Promise - Or Full Refund (Exchange if possible)
- Damaged Products Warranty - Or Full Refund (Exchange if possible)
- Government Licensing Covered (HSA "Import By" Stickers...etc)
- General Customer Service (WhatsApp Chat)
- Complimentary Product Sourcing Services
🐰 Pro Tier
- Spend: SGD 3,000 - $5,999 per month
- Discount: 5% off total invoice
- Benefits:
- All Starter benefits +
- Dedicated account manager
- Samples of new products (Available upon request, limited to stock availability)
- Co-Branding Support: Authorized Retail Partner Seal (To Implement)
- Co-Branding Support: Permanent Feature on Websites (To Implement)
- First access to limited stock items
🐰 Elite Tier
- Spend: SGD 6,000+ per month
- Discount: 7% off total invoice
- Benefits:
- All Starter & Pro benefits +
- Quarterly business reviews (If requested)
- Marketing materials support
- Authorized Retail Partner joint marketing campaigns
- 60-Days Risk Free Return (For in-stock Items)
🐰 Custom Tier
- Spend: SGD 12,000+ per month
- Discount: up to 10%
- Benefits:
- All Starter, Pro & Elite benefits +
- Custom credit terms (Up to 14 days)
- Custom services tailored to your business.
Calculation:
- Customer Tier is automatically configured based on your "eligible total spend" with us in the previous month. This means that if you ordered $6,000 worth of goods for the previous month, but only paid us for $4,300 in that same month, your "eligible total spend" is $4,300 - which our system will classify your account as Pro tier, and not Elite tier for the coming month.
- All tier discounts will be applied when after placing an order and will be reflected on your invoice before you need to make payment.
- Customer Tier status is reviewed monthly on the 1st week of the new month based on "eligible total spend" of the previous month.
- For existing customer, your account manager will let you know in your WhatsApp groups what customer tier you are for that month.
- For any questions, and enquires that require clarification on this matter, please approach your account executive.
---
🤔 Do you offer promotional pricing or deals?
In general, no.
Why?
We don't practice marketing tricks, gimmicks like inflated markups or urgency triggers to pressure you to buy more with us. We want all of our customers to buy as much as they need, and come back to restock when more is needed. We want to leave this autonomy to you. As such, all prices displayed are always the lowest possible pricing that we can offer so you can always make an informed decision.
Our Philosophy
- As B2C retailers ourselves, we understand that the only thing that really matters is getting a lower cost price to increase your shop's profit margins. As such, We are committed to helping you get the best supply price for all of the products that we source. We constantly reinvest the profit we make from our B2B to streamline improve our processes and supply chains to inch out more cost-savings for our B2B clients.
Note: We do however sometimes engage in seasonal promotions during festive seasons or peak periods. (See below)
Simple Pricing Model:
1. Per Piece Pricing - The price of the item if you buy 1 piece at a time
2. Carton Pricing Discount - The price of the item if you buy it in bulk via a carton at a time.
3. Customer Tier Discount - A wholesale discount applied on your entire invoice as a perk of spending a certain amount each month with us.
Types of Promotions
- New product launch deals.
- Seasonal promotions
- Clearance sales
How to Stay Informed:
- Subscribe to our GS - B2B announcements group on WhatsApp.(https://chat.whatsapp.com/IMeEkFF3H6RIEBsFCXooas)
- The link is displayed prominently on the website's header.
- For existing clients, you can approach your account manager
---
🤔 Do you offer exclusive pricing for large orders?
Yes. High-volume buyers qualify for custom customer tier which comes with more discounts and benefits.
Eligibility:
- Consistent monthly spend of SGD 12,000+, OR
- Single order of SGD 20,000+, OR
Benefits:
- Negotiated pricing (up to 10% off compared to other tiers)
- Extended credit terms (Starting from 14 Days)
- Dedicated account manager
- Customized customer tier to meet your business needs and constraints..
To Discuss:
- Email: sales@growesupply.com
- Subject: "Custom Pricing Inquiry"
- Include: Current monthly volume, projected needs, business details, and any other pertinent information that can give us insights into your operations.
Note: Custom pricing agreements reviewed annually.
---
📌 Business Support
🤔 Do you offer exclusive territories?
No, we do not offer exclusive territories.
Our Policy:
- Open distribution model
- All approved wholesale customers can order all products
- No geographic restrictions within Singapore
Why:
- Promotes healthy competition
- Ensures product availability across Singapore
- Fair access to all customers
- Prevents artificial scarcity
However:
- We limit distribution to legitimate B2B customers only (e.g., if you're a sole-proprietor, we may approve membership on case by case basis, please write in to sales@growesupply.com)
---
🤔 What if I have a complaint?
We Take Complaints Seriously
How to File:
Step 1: Contact us as soon as issue arises
- Email: customersuccess@growesupply.com
- Subject: "Feedback/Complaint/Issue - [Brief Description]"
- WhatsApp: +65 8793 6168 (for urgent matters)
Step 2: Provide Details
- Invoice/Order number (if applicable)
- Description of issue
- What resolution you're seeking (Refund, Return, Other.)
- Supporting documentation (photos, emails, etc.)
Step 3: We Investigate
- Acknowledgment within 24 hours
- Investigation completed within 3-5 business days
- Updates provided throughout
Step 4: Resolution Proposed
- We'll propose a fair resolution
- Options may include: refund, replacement, credit, process improvement
- We will aim to seek for a mutually acceptable resolution agreeable for both parties involved.
Step 5: Follow-up
- We implement solution
- Check back with you to ensure satisfaction
- Learn from feedback to improve
Escalation:
- If you're not satisfied with initial response, you can request escalation to management.
- Email: customersuccess@growesupply.com
- Subject: "Escalation - Invoice No: XXX"
- Include: The issue you face, complaint you have or both. Be as vivid and detailed as possible with your report so we can understand your issue from your perspective to have the best chance of rectifying the issue.
We Value Feedback:
- We take any and all feedback seriously.
- We appreciate when customers bring issues to our attention.
- Your feedback helps us quickly identify gaps in our operations, so we can fix it immediately.
---
📌 International & Expansion
🤔 Can international customers order now?
Not Yet. Current Service: Singapore only
Why the Wait:
- Building necessary logistics infrastructure
- Establishing compliance in each market
- Ensuring we can maintain our quality standards internationally
Join Our Waitlist:
- Email: sales@growesupply.com
- Subject: "International Waitlist - [Your Country]"
- Include: Business details (Annual Revenue, Business Profile, Sales Territory...etc), estimated order volume, products of interest, and any other pertinent information that can give us insights into your operations.
- We'll notify you when we launch in your region
Benefits of Waitlist:
- First to know about launch
- Possible early-bird incentives
- Input on product selection for your market
---
📌 Still Have Questions?
🤔 Can't Find Your Answer?
Contact Our Team:
Sales Inquiries (New Customers):
- Email: sales@growesupply.com
- WhatsApp: +65 9457 1347 (Iris), +65 +65 8014 1914 (DS)
- Hours: Monday-Friday, 9.30am-6.30pm SGT
Customer Support (Existing Customers):
- Email: customersuccess@growesupply.com
- Chat: Available on website during business hours (Please message your Account manager directly)
Returns & Refunds:
- Email: customersuccess@growesupply.com
- Approach your account manager on WhatsApp
General Inquiries:
- Email: hello@growesupply.com
Response Times:
- Chat: Instant during business hours (9.30am to 5.30pm)
- Email: Within 24 hours
---
Note: Policies and terms are subject to change. We'll notify customers of any significant changes via email.
Last Updated: 17 Nov 2025
📌 Account & Registration
🤔 How do I open a wholesale account with Growe Supply?
Step 1: Visit our homepage (https://wholesale.growesupply.com)
Step 2: A Log In popup will appear. Please enter in your WhatsApp phone number and click continue.
Step 3: An OTP will be sent to the number that you have put into the field earlier. Please check your WhatsApp Number and input the One-Time Password into the field and click the "Log in" button.
Step 4: If you have registered an account with us, you should be able to log into the homepage. But if this is your first time, please contact our admin via WhatsApp at +65 8793 6168 for membership approval.
Step 5: A member of our staff will conduct "Know your customer" protocols (KYC) and you are required to answer a few questions about your business before we can grant membership to the site as we only grant membership to legitimate businesses. (Business location, Size...etc)
Step 6: Await approval. (Typically on the same day, once KYC is passed.) Once approved,
Step 7: When your membership is granted, you will receive a WhatsApp message from us saying that you have access and you can try logging in again.
You'll receive an email notification once your account is approved with login credentials and access to wholesale pricing.
---
🤔 What documents do I need to register for KYC
Required Documents:
- Business registration certificate (ACRA registration for Singapore companies)
- Valid identification (NRIC/Passport) of the authorized person/owner
- Business address proof (optional but speeds up approval)
For Solo Proprietors/Freelancers:
- Business registration documents
- Valid identification (NRIC/Passport) of the owner
Note: All documents listed above will be requested by our staff during the KYC process before approving your membership to our site.
---
🤔 How long does account approval take?
Standard Processing Time:
- 1-2 Business Day (Typically less than 24 hours)
Timeline:
- Membership request submitted → done within 10 minutes.
- Document review (KYC) → done within 1 hour of contacting our staff.
- Approval decision (KYC) → done within the same KYC session.
- Account activation → Immediate upon approval.
Delays may occur if:
- Documents are unclear or incomplete
- Additional verification is needed
- Applications submitted on weekends or public holidays
---
🤔 Who is eligible for a wholesale account?
Eligible Business Types:
✓ Retail stores (beauty, skincare, general merchandise)
✓ E-commerce businesses
✓ Beauty salons and spas
✓ Hotels and hospitality businesses
✓ F&B establishments (cafes, restaurants with retail sections)
✓ Corporate buyers
✓ Event organizers and gifting companies
Requirements:
- Valid business registration in Singapore
- Physical business address or registered business location
- Intent to resell products (not for personal use)
Not eligible:
✗ Individual consumers
✗ Personal use purchases
✗ Businesses outside Singapore
---
🤔 Can I have multiple users on one account?
No, one account = one user.
Note: This means that multiple people from your entity can transact with us, but on our system, it's counted as a singular account. On the backend, we will group your employees together and view it as one account for the purposes of calculating your customer rank.
---
📌 Ordering & Minimum Orders
🤔 What is your minimum order quantity (MOQ)?
Minimum Order:
- SGD 300 per invoice
This is the total order value, not per product. You can mix and match products from different brands and categories as long as your cart total reaches SGD 300.
Example:
- Product A: SGD 150
- Product B: SGD 80
- Product C: SGD 70
- Total: SGD 300 ✓ Meets minimum
---
🤔 Can I order less than SGD 300?
No, our minimum order is SGD 300 per invoice.
This minimum allows us to maintain:
- Free same-day delivery
- Competitive wholesale pricing
- Flexible credit terms
- Quality customer service
Pro-Tip: Consider combining products or ordering with higher quantities to meet the minimum while maximizing your inventory variety. We also don't have minimum order quantities on specific SKUs as long as you meet the minimum invoice value of $300.
---
🤔 How do I place an order?
For Approved Wholesale Customers:
Step 1:
- Log in to your wholesale account at wholesale.growesupply.com
Step 2: Browse products by:
- Country (Thailand, Philippines, Myanmar, Malaysia, etc.)
- Category (skincare, bath & body, haircare, etc.)
- Brand name
- Search function
Step 3: Add products to cart
- Select quantity for each product
- View real-time pricing and availability
- See your volume discount tier applied automatically
Note: Our pricing displayed is before any discounts and taxes.
Note: For quantity, we have individual and carton prices respectively
Step 4: Review cart
- Verify products and quantities
- Check delivery timeline for each item
- View order total (minimum SGD 300)
Step 5: Proceed to checkout
- Confirm customer details (name, phone number, email.)
- Confirm delivery details (address, delivery type...etc)
- Insert promo code if applicable
- Check order summary
Step 5: Click "place order
- Receive order confirmation WhatsApp message immediately
---
🤔 Can I modify or cancel my order after placing it?
Before Order Processing (within 2 hours of placement):
- If your status is "pending", contact customersuccess@growesupply.com or WhatsApp +65 8793 6168 immediately
- Include your order number
- We'll do our best to modify or cancel before processing begins
After Order Processing Begins:
- If your status is "confirmed", Modifications and cancellations are not possible in general (but may be permissible for some cases, please contact customersuccess@growesupply.com or WhatsApp +65 8793 6168 immediately
- Only in-stock products can be returned under our 60-day return policy once delivered
Best Practice:
- Review your order carefully before submitting. Always double-check quantities, products, and address...etc
---
🤔 How do I reorder products?
Contact Your Account Manager:
- During onboarding, you should have a dedicated WhatsApp group created by your account manager.
- Simply reach to your account manager in the group about reordering, and he/she will attend to your needs.
- Alternatively, you can shop from our online catalog at a time of your choosing, and once you have placed your order, your account manager will be notified and will reach out to you as well/
---
🤔 What if a product I want is out of stock?
1. In-stock Items
- Some products are already available in our warehouse.
- However, these products are subject to existing availability for reservation.
- Can be shipped to you same-day as long as the invoice for in-stock items are above the minimum order amount of $300 per invoice.
2. Pre-Order Items
- Some products available for pre-order
- Secure your quantity before the next shipment arrives
- Extended delivery timeline applies (Up to ~14 Working Days)
3. Alternative Products
- Contact sales@growesupply.com or your account manager.
- Our team can recommend similar products from other brands
---
📌 Payment & Credit Terms
🤔 What payment methods do you accept?
Accepted Digital Payment Methods:
- Bank transfer (FAST/GIRO)
- PayNow (QR or UEN)
- Credit card (Visa, Mastercard, AMEX - processing fee applies)
- Debit card
Accepted Physical Payment Methods:
- Cash on delivery
- Cheques
Not Accepted:
- Cryptocurrency
- Personal Checks
---
🤔 How do your 7-day credit terms work?
Payment Timeline for preorder items:
- D-3 Days (Last Friday): Your account manager will remind you throughout the next 3 days to place an order if you need to restock.
- D (Monday): Order placed by 6.30pm.
- D+2 (Tuesday to Wednesday): Your account manager will confirm the order with you and tell you if we can fulfill your entire order. (At this stage, we may not be able to help you reserve stock from our suppliers, so you can decide either to drop it from the invoice, or to push it to the next order.) Once the order is confirmed by the client, we will place the order latest by Wednesday.
- D+11 (Next Friday): Your shipment will be delivered to your designated address.
- D+16 (Following Wednesday): A 1st automated payment reminder will be sent to you to prepare payment in full. You may make payment earlier if you wish.
- D+17 (Following Thursday): A 2nd automated payment reminder will be sent to you to prepare payment full. You may make payment earlier if you wish.
- D+18 (Following Friday): A 3rd and final automated payment reminder will be sent to you to prepare payment full.
Note: This is the due date of the 7-days credit term extended to all clients
Payment Process:
1. Order delivered to your business
2. Invoice included with delivery (also sent in the WhatsApp Group)
3. You have 7 days from delivery date to make payment (See above)
4. Payment can be made via physical or digital means (See above)
5. Payment instructions and terms of sale are included on invoice.
Example:
- Order placed: Monday, 4 November 2025
- Order delivered: Friday, 15 November 2025
- Payment due: Friday, 22 November 2025 (7 days later)
- Pay anytime between 15 November 2025 to 22 November 2025
Late Payment:
- Grace period: up to 2 additional days (upon request)
- After grace period: 24%/annum extended credit term facility fees will kick in, and Account is suspended (no more orders will be taken) until payment received.
- Repeated late payments: May affect credit terms eligibility, and may result in permanent ban.
---
🤔 Do I have to pay upfront?
No! Approved wholesale customers enjoy 7-day credit terms - you pay within 7 days after receiving your goods.
Benefits:
- Inspect products before payment
- Manage cash flow better
- Start selling before paying
First Order Exception:
- Some first-time customers may require upfront payment
- Credit terms granted from second order onwards
- Depends on account verification and order value
---
🤔 Are there any hidden fees?
No hidden fees! What you see at checkout is what you pay.
What's Included:
✓ Product cost
✓ Delivery cost (free for orders above SGD 300)
✓ GST (if applicable)
Additional Fees That May Apply:
- Below Minimum Order: SGD 30 delivery fee if order is below SGD 300
All fees are clearly shown at checkout before you confirm your order.
---
🤔 Can I get an invoice for my order?
Yes! All orders include a proper tax invoice.
Invoice Delivery:
- Digital: Emailed immediately upon order confirmation
- Physical: Included with product delivery
Invoice Includes:
- Your business details
- Itemized product list with quantities and prices
- Volume discount applied
- GST breakdown (if applicable)
- Payment terms and due date
- Bank transfer details
---
🤔 Do you offer credit limits or extended payment terms?
Standard Terms:
- 7-day credit for all approved customers
Extended Terms for High-Volume Buyers:
- Spending SGD 10,000+/month may qualify for extended terms
- Possible options: Net 14, Net 30
- Subject to credit review and approval
- Requires consistent payment history with Growe Supply
To Apply: Contact sales@growesupply.com with:
- Average monthly order volume
- Desired credit terms
- Business financial references
---
📌 Products & Authenticity
🤔 How do I know your products are 100% authentic?
Our 5-Layer Authenticity Guarantee:
1. Direct Sourcing
- We source directly from brand owners and authorized manufacturers
- No middlemen or unauthorized distributors
- Official distributor agreements in place
2. Supplier Verification
- Every supplier undergoes rigorous vetting (We have a proprietary framework to reduce this risk to as close to 0 as possible)
- Factory audits for key partners
- Ongoing relationship monitoring
3. Batch Verification
- Every product batch inspected before distribution
- Verification of batch numbers and expiry dates
- Authenticity documentation from manufacturers
4. FSA & HSA Compliance
- All cosmetic products Singapore Health Sciences Authority (HSA) requirements and regulations.
- All food products Singapore Food Agency (FSA) requirements and regulations.
- Proper import documentation
- Regulatory compliance verified
Note: At Growe Supply, we are committed to making sure that we follow all local rules and regulations. Should there not be any certificates for the product you are looking for, or if we have not renewed it yet, please let your account manager know and we will have it applied immediately
5. Money-Back Guarantee
- If any product is proven counterfeit: full refund
- No questions asked
- No return required - keep the product
Proof Available: We can provide certificates of authenticity and distributor agreements upon request.
---
🤔 What brands do you carry?
Our Niches:
- Thailand Products
- Philippines Products
Top Brands We Carry:
- Kojie San (Authorized Distributor)
- Joji (Authorized Distributor)
- Poysian
- Kota Cosmetics (Authorized Distributor)
- Precious Skin (Authorized Distributor)
- A Bonne
- Fairy Gluta (Authorized Distributor)
Product Categories:
- Skincare (moisturizers, serums, cleansers, sunscreens)
- Bath & Body (soaps, body lotions, scrubs, shower gels)
- Haircare (shampoo, conditioner, treatments, styling, hair dyes)
- Natural & Organic Beauty
- Health Supplements
- Baby Products
- Detergent & Softeners
- Massage Balms
- Deodorants
- Sprays
- Lozenges...etc
To See Full Catalog:
- Log in to your wholesale account
- Browse by categories and bestsellers
- Contact sales@growesupply.com or your account manager for help if what you want to order is not displayed on our website
Note: Those products with the "popular" tag attached to it are what is currently best selling in Singapore at the moment.
Can't find a specific brand?
- Let us know! We're constantly adding new brands and can source specific products upon request.
---
🤔 Can I request specific brands or products not in your catalog?
Yes! We can source additional brands and products for you.
Process:
Step 1: Submit a request
- Email sales@growesupply.com
- Include: brand name, product name, quantities needed
- Specify: country of origin if known
Note: Alternatively, you can also let your account manager know and he/she will relay it back to us.
Step 2: Feasibility assessment
- We verify authenticity and authorized distribution
- Check manufacturer availability
- Assess order volume requirements
Step 3: Quote provided
- Pricing based on order quantity
- Lead time estimate: It depends. Please check in with your account manager.
Step 4: Confirmation and ordering
- Accept quote
- Place order
- Delivery scheduled (shipped with your current shipment or pushed to the next shipment. Please check in with your account manager.)
Minimum for Special Requests: Usually SGD 1,000-2,000 depending on brand and products
---
🤔 Do you provide free product samples?
Sample Policy:
For Existing Customers:
- Starter & Pro Tier: Samples can be arranged to be delivered (on request) - Case-to-case basis.
- Elite Tier & Above: Samples can be arranged to be delivered (on request)
How to Request:
- Email customersuccess@growesupply.com
- Specify products you're interested in
- Explain your business use case
- Inform your account manager as well on your dedicated WhatsApp group
Sample Limitations:
- 1-2 units per product
- Limited to new products you haven't ordered before
- Subject to availability
---
🤔 Are all products HSA compliant?
Yes! All products sold by Growe Supply are compliant with Singapore Health Sciences Authority (HSA) regulations.
What This Means:
✓ Products are safe for sale in Singapore
✓ Proper ingredient declarations
✓ Compliant with ASEAN Cosmetic Directive
✓ Import documentation in order
✓ Product safety assessments completed
Your Responsibility as Retailer:
- Display products as intended
- Follow any specific storage instructions
- Do not alter or relabel products
- Report any adverse reactions to us immediately
Documentation: We can provide HSA compliance documentation for your records upon request.
---
🤔 What is your policy on expired products?
Quality Assurance:
- All products have minimum 6-month shelf life upon delivery.
- Expiry dates clearly marked on products.
- We rotate stock to ensure freshness.
If You Receive Short-Dated Products:
- Notify us immediately at customersupport@growesupply.com or approach your account manager for support on WhatsApp.
- We'll arrange full replacement or refund.
- No return shipping required.
Selling Near-Expiry Products:
- It's your responsibility to track expiry dates
- Do not sell expired products to consumers
- We cannot accept returns of products that expired while in your possession
Best Practice: First-in, first-out (FIFO) inventory management to minimize expiry issues.
---
📌 Shipping & Delivery
🤔 How much is delivery?
FREE same-day delivery for all orders above SGD 300 (our minimum order amount)
Below Minimum Orders:
- Orders below SGD 300: SGD 30 delivery fee
- We recommend meeting the SGD 300 minimum to enjoy free delivery and better wholesale pricing
Coverage: Island-wide Singapore
---
🤔 How long does delivery take?
Delivery Timeline Depends on Product Origin:
In-stock Products (Local Warehouse):
- Same-day delivery for orders placed.
- As long as minimum order volume is SGD$300 per invoice.
Thailand Products:
- 8-14 calendar days from order placement
- Weekly shipment schedule
Important: Your order may contain products from multiple origins. Delivery may be split into multiple shipments based on product availability. You'll be notified of delivery schedule at checkout.
---
🤔 What is your order cut-off time?
Weekly Cut-off: Monday, 6pm SGT
How It Works:
- Orders placed before Monday 6pm → Processed for that week's delivery
- Orders placed after Tuesdays 6pm → Processed for following week
Example:
- Order placed: Monday, November 3, 5pm ✓ Processed this week
- Order placed: Tuesday, November 3, 7pm → Processed next week
Planning Tip: Place orders early in the week (Last Friday or Saturday is ideal) to ensure timely delivery. Most products follow weekly shipping schedules.
---
🤔 Do you deliver outside Singapore?
Current Service Area: Singapore only (island-wide)
International Expansion: Planned for 2025
- Expanding to additional Southeast Asian markets
- Exact countries and timeline to be announced
Interested in International Delivery?
- Join our international waitlist: sales@growesupply.com
- Include: Your business location, product interests, estimated order volume
- We'll notify you when we launch in your region
---
🤔 Can I choose a specific delivery date?
No.
Delivery Scheduling:
- Delivery days: Monday-Friday
- Time window: 9am-6pm (specific time slots not guaranteed)
- Saturday/Sunday delivery: Not available (except special arrangements)
Note: Should you have special business needs that deviate from your usual business as usual practices and require us to accommodate, please arrange it with your account manager.
---
🤔 How do I track my order?
Order Tracking Methods:
1. Ask your account manager
- Please ask in the WhatsApp group created for your account.
- Your account manager will tell you the status of your order.
- We recommend this method for the most up-to-date status updates.
2. WhatsApp notifications
- Periodically you may receive push notifications from our bot on WhatsApp about your order statuses.
Order Status Meanings:
- Processing: Order received, being prepared
- Ready for Dispatch: Packed and awaiting delivery
- In Transit: Out for delivery
- Delivered: Received by you (signature required)
---
🤔 What if I'm not available to receive delivery?
Delivery Requirements:
- Signature required upon delivery.
- Someone must be present at delivery address.
If No One Available:
- Driver will attempt contact via phone. (to you, and to us)
- Delivery personnel will leave the goods at your designated location.
Recommendations:
- Provide accurate business hours.
- Include recipient phone number.
- Designate someone to receive deliveries.
- Consider delivery to business address where staff always present.
---
🤔 What if products are damaged during delivery?
Immediate Steps:
1. Do Not Sign for Delivery If:
- Packaging is visibly damaged
- Box appears opened or tampered with
- Products visible broken/leaking
2. Document Damage:
- Take photos of packaging and products
- Note damage on delivery receipt if you must sign
- Contact your account manager immediately or within 24 hours.
3. Report to Us:
- Email: customersuccess@growesupply.com
- Include: Order number, photos, description of damage
- Subject line: "DAMAGED DELIVERY - [Order Number]"
---
📌 Returns & Refunds
🤔 What is your return policy?
60-Day Risk-Free Return Policy
Eligible for Return:
✓ Only applicable for in-stock items.
✓ Unopened products in original packaging
✓ Unused products with all labels intact
✓ Products within 60 days of delivery date
NOT Eligible:
✗ Pre-ordered items.
✗ Opened or used products
✗ Products without original packaging/labels
✗ Discontinued items marked "Final Sale"
✗ Custom or special orders
✗ Products past 60-day return window
✗ Products with damaged packaging (unless damaged in transit)
Return Value:
- Full refund (Bank transfer/PayNow Via UEN)
---
🤔 How do I return products?
Return Process:
Step 1: Request Return Authorization
- Email: customersuccess@growesupply.com OR approach your account manager.
- Include:
- Order/invoice number
- Product SKUs and quantities to return
- Reason for return
- Photos of products (showing unopened condition)
- Preferred refund method (Bank transfer/Paynow Via UEN)
Step 2: Return request reviewed by our internal team
- We'll review your request within 1 business day
- If approved, your account manager will reach out to you about it.
Step 3: Package Products
- Pack securely in original packaging if possible
- Do not remove any stickers, or deface the original packaging.
Step 4: Wait for pickup
- Coordinate with your account manager.
- He/she will come down to pick it up from your location and arrange returns on your behalf.
Step 5: Inspection
- Once your account manager arrives, he/she will inspect products on-site
- Verify: unopened, undamaged, within policy
Step 6: Refund Issued
- Bank refund: Ideally within the same working day, but it may take up to 5-7 business days after inspection is done.
- Your account manager will reach out to you confirming you receive the refund.
- Once refund is received, the matter shall be considered concluded.
---
🤔 Who pays for return shipping?
We will usually cover the return shipping costs. Case-by-case basis
Standard Returns (60-Day Risk Free Return for instock items):
- We pay for return shipping
- We arrange courier pickup at no cost to you
Damaged/Defective/Wrong Products:
- We pay for return shipping
- We arrange courier pickup at no cost to you
---
🤔 Can I exchange products instead of returning?
Yes, but it depends.
Please follow the steps
- Please raise this issue to your account manager, and he/she will assist you.
- Exchanges will depend on multiple factors like expiry dates, product availability...etc
---
🤔 What if I receive the wrong products?
We deliver wrongly = Our Problem
Immediate Actions:
Step 1: Don't Panic
- Happens rarely, but we fix it fast
Step 2: Contact Us Within 24 Hours
- Email: customersuccess@growesupply.com
- WhatsApp: Please bring up the issue to your account manager in the group.
- Subject: "WRONG PRODUCTS - [Order Number]"
- Include: Photos of products received vs. what you ordered
Step 3: We Arrange Solution
- Option A: If the product is in stock, the correct products will be brought to you by your account manager.
- Option B: If the product is not in stock, your account manager will investigate and strike off the product from your order or move it to your next order (if the product did not arrive in your current shipment)
- Wrong products: Please keep them in the meantime, your account manager will arrange a delivery solution to collect from you.
Timeline: If replacement request is raised during business hours, we will try to get arrange a solution on the same day, but latest in 2 working days.
---
🤔 What if products are damaged/defective?
We offer a full refund on defective products
Defective Product Policy:
Step 1: Report Within 24 Hours of Delivery
- Email: support@growesupply.com
- Include:
- Order number and product SKU
- Description of defect
- Photos/videos showing issue
- Batch number (on product packaging)
Step 2: Investigation
- We review your report immediately
- May contact manufacturer for verification
- Response within 1-2 business days
Step 3: Resolution
- If Defective: Full replacement or refund
- If Not Defective: We'll explain proper usage or provide alternatives
- If Batch Issue: We'll check other inventory and notify other customers
Manufacturer Recall:
- We'll notify you immediately
- Full refund + pickup arranged
- Your customers affected = we help you manage
---
📌 Pricing & Discounts
🤔 How are our prices set?
Our display price you see on the website = (1) + (2)
Pricing Structure:
(1) Base Supplier Price:
- Negotiated directly with manufacturers
- Based on our purchase volumes
- Updated quarterly based on supplier costs and exchange rates
✅ This is the price that we help you negotiate with manufacturers to get the best possible price on the products that you order.
(2) Our Markup
- Set by the Growe Supply board of directors.
- Based on our other costs incurred outside of cost of goods sold.
- Updated quarterly based on business unit performance
✅ This is the markup we place on top of (1). This gives us enough margin wiggle room to support our authorized retail partners to cover things like legal and compliance costs, delivery costs, warehousing, packing and fulfillment costs...etc which allow us to continue being your "backend" partner, taking care of all your product sourcing, freight, and inventory sourcing needs.
Note: Display price refers to the pricing you see on our website before any volume discount or carton pricing.
Price Transparency:
- All prices shown in SGD
- Prices include GST (where applicable)
- No hidden markup or fees.
Price Changes:
- Prices may change as needed (usually quarterly)
- Existing orders honored at checkout price
- You're advised to check this website regularly for price changes or look for your account manager for price updates directly.
---
🤔 What are your volume discount tiers?
Customer Tier System:
🐰 Starter Tier
- Spend: SGD 1,000 - 2,999 per month
- Discount: 3% off total invoice
- Benefits:
- Free Delivery
- Same Day Delivery (Once shipment arrives in Singapore)
- Default 7 Days Credit Term
- 100% Authentic Products Promise - Or Full Refund (Exchange if possible)
- Damaged Products Warranty - Or Full Refund (Exchange if possible)
- Government Licensing Covered (HSA "Import By" Stickers...etc)
- General Customer Service (WhatsApp Chat)
- Complimentary Product Sourcing Services
🐰 Pro Tier
- Spend: SGD 3,000 - $5,999 per month
- Discount: 5% off total invoice
- Benefits:
- All Starter benefits +
- Dedicated account manager
- Samples of new products (Available upon request, limited to stock availability)
- Co-Branding Support: Authorized Retail Partner Seal (To Implement)
- Co-Branding Support: Permanent Feature on Websites (To Implement)
- First access to limited stock items
🐰 Elite Tier
- Spend: SGD 6,000+ per month
- Discount: 7% off total invoice
- Benefits:
- All Starter & Pro benefits +
- Quarterly business reviews (If requested)
- Marketing materials support
- Authorized Retail Partner joint marketing campaigns
- 60-Days Risk Free Return (For in-stock Items)
🐰 Custom Tier
- Spend: SGD 12,000+ per month
- Discount: up to 10%
- Benefits:
- All Starter, Pro & Elite benefits +
- Custom credit terms (Up to 14 days)
- Custom services tailored to your business.
Calculation:
- Customer Tier is automatically configured based on your "eligible total spend" with us in the previous month. This means that if you ordered $6,000 worth of goods for the previous month, but only paid us for $4,300 in that same month, your "eligible total spend" is $4,300 - which our system will classify your account as Pro tier, and not Elite tier for the coming month.
- All tier discounts will be applied when after placing an order and will be reflected on your invoice before you need to make payment.
- Customer Tier status is reviewed monthly on the 1st week of the new month based on "eligible total spend" of the previous month.
- For existing customer, your account manager will let you know in your WhatsApp groups what customer tier you are for that month.
- For any questions, and enquires that require clarification on this matter, please approach your account executive.
---
🤔 Do you offer promotional pricing or deals?
In general, no.
Why?
We don't practice marketing tricks, gimmicks like inflated markups or urgency triggers to pressure you to buy more with us. We want all of our customers to buy as much as they need, and come back to restock when more is needed. We want to leave this autonomy to you. As such, all prices displayed are always the lowest possible pricing that we can offer so you can always make an informed decision.
Our Philosophy
- As B2C retailers ourselves, we understand that the only thing that really matters is getting a lower cost price to increase your shop's profit margins. As such, We are committed to helping you get the best supply price for all of the products that we source. We constantly reinvest the profit we make from our B2B to streamline improve our processes and supply chains to inch out more cost-savings for our B2B clients.
Note: We do however sometimes engage in seasonal promotions during festive seasons or peak periods. (See below)
Simple Pricing Model:
1. Per Piece Pricing - The price of the item if you buy 1 piece at a time
2. Carton Pricing Discount - The price of the item if you buy it in bulk via a carton at a time.
3. Customer Tier Discount - A wholesale discount applied on your entire invoice as a perk of spending a certain amount each month with us.
Types of Promotions
- New product launch deals.
- Seasonal promotions
- Clearance sales
How to Stay Informed:
- Subscribe to our GS - B2B announcements group on WhatsApp.(https://chat.whatsapp.com/IMeEkFF3H6RIEBsFCXooas)
- The link is displayed prominently on the website's header.
- For existing clients, you can approach your account manager
---
🤔 Do you offer exclusive pricing for large orders?
Yes. High-volume buyers qualify for custom customer tier which comes with more discounts and benefits.
Eligibility:
- Consistent monthly spend of SGD 12,000+, OR
- Single order of SGD 20,000+, OR
Benefits:
- Negotiated pricing (up to 10% off compared to other tiers)
- Extended credit terms (Starting from 14 Days)
- Dedicated account manager
- Customized customer tier to meet your business needs and constraints..
To Discuss:
- Email: sales@growesupply.com
- Subject: "Custom Pricing Inquiry"
- Include: Current monthly volume, projected needs, business details, and any other pertinent information that can give us insights into your operations.
Note: Custom pricing agreements reviewed annually.
---
📌 Business Support
🤔 Do you offer exclusive territories?
No, we do not offer exclusive territories.
Our Policy:
- Open distribution model
- All approved wholesale customers can order all products
- No geographic restrictions within Singapore
Why:
- Promotes healthy competition
- Ensures product availability across Singapore
- Fair access to all customers
- Prevents artificial scarcity
However:
- We limit distribution to legitimate B2B customers only (e.g., if you're a sole-proprietor, we may approve membership on case by case basis, please write in to sales@growesupply.com)
---
🤔 What if I have a complaint?
We Take Complaints Seriously
How to File:
Step 1: Contact us as soon as issue arises
- Email: customersuccess@growesupply.com
- Subject: "Feedback/Complaint/Issue - [Brief Description]"
- WhatsApp: +65 8793 6168 (for urgent matters)
Step 2: Provide Details
- Invoice/Order number (if applicable)
- Description of issue
- What resolution you're seeking (Refund, Return, Other.)
- Supporting documentation (photos, emails, etc.)
Step 3: We Investigate
- Acknowledgment within 24 hours
- Investigation completed within 3-5 business days
- Updates provided throughout
Step 4: Resolution Proposed
- We'll propose a fair resolution
- Options may include: refund, replacement, credit, process improvement
- We will aim to seek for a mutually acceptable resolution agreeable for both parties involved.
Step 5: Follow-up
- We implement solution
- Check back with you to ensure satisfaction
- Learn from feedback to improve
Escalation:
- If you're not satisfied with initial response, you can request escalation to management.
- Email: customersuccess@growesupply.com
- Subject: "Escalation - Invoice No: XXX"
- Include: The issue you face, complaint you have or both. Be as vivid and detailed as possible with your report so we can understand your issue from your perspective to have the best chance of rectifying the issue.
We Value Feedback:
- We take any and all feedback seriously.
- We appreciate when customers bring issues to our attention.
- Your feedback helps us quickly identify gaps in our operations, so we can fix it immediately.
---
📌 International & Expansion
🤔 Can international customers order now?
Not Yet. Current Service: Singapore only
Why the Wait:
- Building necessary logistics infrastructure
- Establishing compliance in each market
- Ensuring we can maintain our quality standards internationally
Join Our Waitlist:
- Email: sales@growesupply.com
- Subject: "International Waitlist - [Your Country]"
- Include: Business details (Annual Revenue, Business Profile, Sales Territory...etc), estimated order volume, products of interest, and any other pertinent information that can give us insights into your operations.
- We'll notify you when we launch in your region
Benefits of Waitlist:
- First to know about launch
- Possible early-bird incentives
- Input on product selection for your market
---
📌 Still Have Questions?
🤔 Can't Find Your Answer?
Contact Our Team:
Sales Inquiries (New Customers):
- Email: sales@growesupply.com
- WhatsApp: +65 9457 1347 (Iris), +65 +65 8014 1914 (DS)
- Hours: Monday-Friday, 9.30am-6.30pm SGT
Customer Support (Existing Customers):
- Email: customersuccess@growesupply.com
- Chat: Available on website during business hours (Please message your Account manager directly)
Returns & Refunds:
- Email: customersuccess@growesupply.com
- Approach your account manager on WhatsApp
General Inquiries:
- Email: hello@growesupply.com
Response Times:
- Chat: Instant during business hours (9.30am to 5.30pm)
- Email: Within 24 hours
---
Note: Policies and terms are subject to change. We'll notify customers of any significant changes via email.