DUFFEL-DROP FAQ
Q: How do we know exactly what equipment we have with you?
A: An inventory check will be conducted when your equipment reaches our warehouse that is where we will open your equipment for the first time. Thereafter we will generate an ILAD (Inventory Losses and damage) report to indicate what items have you handed over to us and if there are any damaged items as well as items you are lacking to complete the packing of your field pack. This report will be sent to you.
Q: How long from collection to the generation of the ILAD report?
A: Within 24 hours after the collection of your equipment.
Q: How confident are you to meet the 3 hours delivery upon standby activation?
A: We are 100% confident, as our admin and operational back-end are all tied-up to work hand-in-hand, moreover, our KPI is to deliver it within 90 mins after we are informed of your activation but to play it on the safe side we added a buffer on our promised delivery time.
Q: Is the replenishment service free of charge?
A: No, items are chargeable. We will let you know the price and purchase will only be made after your confirmation.
Q: If you find a list of items that requires replenishment/replacement but I do not wish to replenish/replace them what do I do?
A: Replenishment and replacement items are entirely subjected to your acknowledgment and confirmation, we will not be purchasing any items until and unless agreed by you.
Q: Is the replenishment service compulsory?
A: No, we will inform you what is required, however, if may choose not to replace these items.
Q: Can I replace the items myself?
A: Yes, however, items replaced by yourself will not be packed in the duffel bag. For all replacement and replenishment items to be packed in the duffel bag, it has to be done through us, unless the items are not available, for this instances, we will inform you way beforehand.
Q: Can I buy and replace a helmet from you?
A: No. We do not hold SAF issued items.
Q: How long will my bag be ready once it's handed over to you guys?
A: It takes 14 days after collection if no items are needed for replacement/replenishment, if there are items needed for replacement/replenishment, the bags will be readied in 14 days after your confirmation/acknowledgment to replace/replenish these items based on the ILAD report.
Q: What if I am on standby when I send my equipment in.
A: Please let us know that you are currently on standby we have an add-on express service to get your bag ready within 24 hours.
Q: How do we sign up?
A: Email to Airdroprequest@gmail.com for registration or whatsapp 8299 1444.
Q: When and where will the pick-up of my equipment be?
A: The date, time and venue of pick-up will be arranged during the registration.
Q: Can the pick-up location be in camps?
A: No. But we can pick it up from you outside your camp.
Q: Do I have to be there personally to hand over my equipment?
A: Yes, as there are a few documents that require your signature.
Q: Can I reschedule a pickup?
A: Yes, please give us at least 3 days notice in advance if you wish to reschedule your pre-arranged pick-up.
Q: What if I am late for the pre-arranged pick-up?
A: We will call you beforehand to confirm your availability and provide you with an estimated arrival time. We have a maximum waiting time of 15 minutes for each pick-up, you are advised to select the best timing you can adhere to in order to avoid such situations. A transportation fee of SGD $30/- is chargeable for rescheduling the pick-up if you have missed the first one and subsequently, for every failed pick-up, a transportation fee of SGD $30 will be imposed.
Q: What are your operation hours?
A: Our office operates from Monday to Friday, from 0800 hours to 1700 hours and Saturday, from 1000 hours to 1300 hours. However, to coincide with the mobilization requirement, our delivery and operation department are 24/7. You may also reach us at our 24/7 hotline.
Q: What is the best time to schedule a pick-up.
A: The golden timing for pick-ups are weekdays 1800 hours to 0000 hours and all-day on weekends.
Q: What is your company refund policy?
A: We are running a strict refund policy, there will be no refund once a process has kick start for your bag collection. There will be no refund for early termination as well.
Q: My bag was just collected I am required to report to camp in my uniform for some briefing, how can I retrieve the items?
A: You are advised to keep a set of uniforms, a pair of boots and headdress with you while utilizing this service. However, in urgent situations like this, please inform us immediately and arrange with us in advance. We will try our best to deliver your required items to you, however, as this is not part of the package, additional charges will be applicable.
Q: I am on standby but I forgot to inform you, my bag was collected 5 days ago, it should be ready, right? I need it now.
A: In order for us to serve you better, it is paramount that you to keep us in the loop if you are on standby. Our service guidelines state that the bags will be operationally ready in 14 days after confirmation of the replacement/ replenishment. However, if you require our express service, please make necessary arrangements with us.
Q: I have already utilized the package and wish to terminate my service with you, how do I get my bag back? Can I collect it on my own? I don’t want to spend extra money.
A: We can deliver the bag to your doorsteps if your termination is within your subscription period and you have not utilized the package. Otherwise, please make arrangements with us to meet you somewhere for the collection.
Q: What if certain items are not packed up to standard?
A: We take pride in providing our services. We have an ex-company sergeant major in charge of our packing team. He does the training and quality control check to ensure the highest quality.
Q: After signing up the basic package. can I request for collection before my ICT for washing and repacking?
A: Yes, you may use the package services as you wish however additional charges will apply if services required exceeds pre-stated numerations in the package.