Frequently Asked Questions (FAQ)

Placing an Order


Q: How do I place an order?

Browse our products, select the item(s) you want, choose the quantity and any options (like size), then click “Add to Cart.” Once you're ready, go to your cart and proceed to checkout. Follow the instructions to enter your shipping details and make a payment.


Q: Can I change my order after placing it?

You can request changes within 24 hours of placing your order. After that, your order may already be in processing or shipped. Please drop an email to our customer support immediately with your 4 digit Order ID if you need assistance.


Q: Can I cancel my order after placing it?

Once you have placed your order and made payment, there will be NO cancellations and NO refunds.




Checkout Process


Q: Which details do I need to input at checkout?

Please input your FULL NAME, Contact Number, Email Address, Country, State (if applicable), Province (if applicable), FULL ADDRESS, City, and Postal Code. If your country's shipping method requires additional information, please input those in the Remarks.


Q: Do I need to input my details in a certain language?

We process all orders in English. However, if your country's shipping regulations require your information in your regional language, please input ALL your information in BOTH English and your regional language. If you do not know if your country has such a requirement, to play safe, you can just go ahead to fill out the information in both English and your regional language.


Q: I'm trying to checkout but I'm coming up with an error message. What do I do?

If you see an error message that does not allow you to move on to the payment page, that could mean:

  1. You did not fill out all the required information.
  2. You did not follow the instructions of your country's shipping method.
  3. The information you filled out is insufficient or incorrect.

If you still encounter a error message after checking through the information you provided, please drop an email to customer support immediately explaining the issue. Do include a screenshot of the checkout error so we can assist you efficiently and quickly.


Q: What if I did not input one of my details and was able to checkout. Will that be an issue?

Yes. We need all your required information in order to process your order purely for shipping reasons. Here is a detailed guide on what to do if you did not input your:

  1. Full Name – Please drop us an email immediately with your 4 digit Order ID stating your Full Name.
  2. Contact Number – Please drop us an email immediately with your 4 digit Order ID stating your Contact Number and your Country Code.
  3. Email Address – Please drop us an email immediately with your 4 digit Order ID stating your Email Address.
  4. Missing Parts of Shipping Address – Please drop us an email immediately with your 4 digit Order ID stating your Full Address.

**IF YOU CHECKED OUT WITHOUT FILLING OUT YOUR SHIPPING ADDRESS AND WITHOUT PAYING FOR YOUR SHIPPING FEE, YOUR ORDER WILL BE AUTOMATICALLY CANCELLED.


Q: I'm encountering an issue when I'm trying to pay. What do I do?

Please try the following steps:

  1. Double-check your payment details – Make sure your card number, expiration date, and CVV are entered correctly.
  2. Try a different payment method if possible.
  3. Clear your browser’s cache or try a different browser/device – Sometimes technical issues can be browser-related.

If the issue persists, please drop an email to our customer support with your 4 digit Order ID and we’ll be happy to assist you further.




Shipping & Delivery


Q: Do you ship to my country in Asia?

We currently ship to most Asian countries. You may check for your country during the checkout process.


Q: When will my order be shipped?

All orders will be fulfilled within 15–30 business days. The delivery time will depend on your location and the courier. If the item you're purchasing is a Pre-Order item, please refer to the item description for a more accurate timeline. Please note, delays may occur due to customs or public holidays. We will notify you if any disruptions occur during shipment.


Q: How much does shipping cost?

The Shipping Fee is charged based on the greater of the volumetric weight and the actual gross weight as determined by the courier company's packaging. Therefore, the fee is not calculated 100% based on the product's weight. For example, in the case of hats, since they require packaging in cartons, the volumetric weight is significantly higher than the actual weight of the product. As a result, the Shipping Fee you need to pay is based on the volumetric weight of the package.


Q: Can I track my order?

Of course! Once your order ships, you’ll receive a tracking number via email. You can use it to track your order through the courier’s site which will also be given in the email.




Payment


Q: What payment methods do you accept?

We accept most Asian payment methods. You may see your options during checkout and payment.


Q: Is my payment information secure?

Absolutely. We use secure, encrypted payment gateways to protect your information. We do not store any credit card details on our servers.




Returns & Exchanges


Q: What is your return policy?

We do not accept any returns.


Q: Can I exchange an item?

We do not do any exchanges.




Customs & Duties


Q: Will I have to pay customs duties or import taxes?

Depending on your country’s import regulations, you may be charged customs fees. These are the responsibility of the buyer. We recommend checking with your local customs office for details before ordering.




Customer Support


Q: How can I contact you?

You can reach our customer service via sales@seatopmerch.com.


Q: What languages do you support?

Our support team communicates in English. However, if you require additional assistance in another language, please feel free to drop us an email and we will be happy to assist!




Product & Quality


Q: Are your products authentic?

Yes, all our products are 100% authentic and sourced directly from trusted manufacturers and authorized distributors.


Q: What if I receive a damaged/defective/incorrect item?

We sincerely apologize for the inconvenience. Please contact us within 48 hours of receiving your order with photos of the damage/incorrect item. If it passes our Quality Check, we’ll arrange a replacement or refund immediately.




PDPA & Privacy Policy


Q: How do you protect my personal data?

We take your privacy seriously and handle all personal data in compliance with the Personal Data Protection Act (PDPA) applicable in our country of operation. Here’s what you need to know:

  1. Data We Collect: We collect only the necessary personal information such as your name, email address, contact number, and delivery address—strictly for order processing, delivery, and customer support.
  2. No Payment Data Stored: We do not store any of your payment information. All payment transactions are processed securely by trusted third-party payment gateways (e.g., Stripe, PayNow, or local providers), which comply with the highest security standards.
  3. Use of Your Information: Your data is used solely for processing orders and communicating updates.
  4. Data Protection: We employ strict security measures to protect your personal data against unauthorized access, alteration, or disclosure. Access is limited to authorized personnel only.
  5. Your Rights: You have the right to access, correct, or request the deletion of your personal data. You may also withdraw your consent for data use at any time by contacting us.