FAQs

Shipping and Delivery

What is the turn around time for BIILT’s custom gaming PCs in Singapore?

At BIILT, every rig is guaranteed 5-day delivery. We bring it to your very doorsteps, and for no delivery charge. However, do note that our custom gaming PCs are only available for Singaporean gamers for now. We do not provide international shipment of our custom gaming PCs yet. 

What is the turn around time for BIILT’s gaming peripherals?

For our peripherals, we deliver to your doorstep locally and internationally within 3-4 weeks.  The shipment time for international deliveries is dependent on distance as well and this is typically beyond our control. However, the product should arrive within the estimated time frame.

Additional Information (For international shipments of peripherals)

We send items in multiple packages, this speeds things up. Don’t be alarmed if you have missing items. These items will come in more separate packages.

Also at times, your package can get lost/damaged in their journey to you. If this occurs, we will send you a replacement. Just contact our support at s[email protected]

Refunds are not given on free items. However, replacements are given for items lost whilst shipping.

Amendments and Cancellations (For peripherals orders)

If you need to make changes to your order, you will need to contact our support team at [email protected] with your order number and receipt or proof of purchase.

We can change the following:

  • Your delivery details
  • Your name
  • Your email
  • Your phone number

Cancellations

  • You must contact our support team at [email protected]
  • However, despite contacting us. We cannot change nor cancel your order once it has already been processed.

Does BIILT Ship Their Custom Gaming PCs Internationally?

As of now, we do not provide this service yet for our custom gaming PCs. We have plans to expand to cater to potential overseas gamers. We will provide updates as soon as possible in regards to providing global shipments of our rigs.

Does BIILT Ship Their Gaming Peripherals Internationally?

As for our peripherals, we do ship them internationally within an estimated time frame of 3-4 weeks. 

For Gaming Peripherals Orders and Shipments

Where is my order?

BIILT will email your order’s shipping tracking IDs respectively once we have received it from our delivery partners. After which, gamers can check for their item’s delivery status on the delivery company’s respective websites.

My Item Arrived Damaged (International shipment)

We do ship every item with extra padding. However despite this, due to unforeseen and sudden circumstances, products can arrive damaged due to mail service mistreatment.

If this happens, please reach out to our support team with the following details within 7 days of receiving the damaged product:

  • Your order number
  • A picture or video of the damaged product

Once received and verified, we’ll be happy to replace your damaged product.

Additionally, note that conversions of BIILT’s peripherals are handled by our partnered suppliers and companies. Thus, any issues on hand in regards to BIILT’s peripherals can be brought up directly to the manufacturers as well.

Payment Information

What payment methods does BIILT support?

For Singapore Customers

We support internet Stripe, Pay-now, direct bank transfer payment. Do note that bank transfers between different banks can take around 3 working days or more. More payment methods will be supported in the future.

For International Customers

We support internet Stripe payment only. More payment methods will be supported and available in the near future.

Are there any additional taxes when purchasing from BIILT in Singapore?

BIILT is based in Singapore. There are no additional taxes when purchasing from BIILT’s custom gaming PCs and peripherals if you are from Singapore.

Are there any additional taxes when purchasing from BIILT internationally?

If it an international purchase of peripherals, respective countries’ taxes and duties will apply.

Technical Support of BIILT’s Custom Gaming PCs (For Singapore Customers ONLY) 

My PC seems to be malfunctioning, who do I approach for help? (For Singaporeans customers of our Custom Gaming PCs only)

BIILT offers free repair diagnosis for all computers built by us that is malfunctioning. Please contact us via [email protected] to schedule an appointment.

Where is the support center located at? Does BIILT provide on-site repair service?

Currently, we do not provide on-site repair. Instead, we will pick up the computer from your preferred location, and have it delivered back to you once the issue has been resolved, as we believe in taking time and spending a greater effort in diagnosing the malfunction and in ensuring that any further issues will not be repeated. However, do note that this service is only valid for one year from the purchase date. Alternatively, you may choose to leave the computer at our support center and collect it from there.

For the remaining years of the warranty,  customers can bring their PC down to our support center for free diagnosis and repair that is within the scope of the warranty. We also offer a pick-up service from your place of convenience for $15 per trip. Return of the PC will be free of charge.

Support Center Address:

30 Tampines Avenue 1, BLK 30 #03-29

Singapore 529757

Coverage of Warranty for BIILT’s custom PCs

BIILT WARRANTS our custom computers against defects in merchandise and workmanship for a period of TWO YEARS from the Date of Original Retail Purchase. BIILT’s custom computer components have a warranty period of TWO YEARS. Unless extended warranties for the components are purchased, which may extend the terms of the warranty to include the replacement of parts respectively. BIILT provides lifetime technical support for all of our products. However additional component replacement charges or repair fees may apply.

BIILT does not provide on-site repair service. However, customers can schedule an appointment with BIILT for us to collect the PC from the place of the customer’s choice and have it delivered back to you once the issue has been resolved. As we believe in taking time and spending greater effort in diagnosing the malfunction and in ensuring that any further issues will not be repeated. However, do note that this service is only valid for one year from the purchase date. Alternatively, you may choose to leave the computer at our support center

Alternatively, if a computer component is faulty or damaged, customers can choose to contact the distributor of the components directly for a replacement.

BIILT warrants the original purchaser that any part of the hardware system, excluding software, documentation, and similar terms will be free of defects of both workmanship and materials for the warranty period include with the purchase. (Starting from the date of collection or delivery.)

BIILT warrants the original purchaser that any part of the customer PC will be free of defects of both workmanship and materials for the warranty period include with the purchase. The date of warranty coverage starts from the date of collection or delivery of the Product.

During the product’s warranty period, BIILT will repair or replace defective hardware for defects specified and found in the PC. This will be done without any labor charge (free of charge) and the cost of parts will also be provided free of charge during the warranty period. Parts may not be the same but will be equivalent or better parts.

BIILT shall, under no circumstances, be liable to provide warranty service for products that have been damaged by accident, abuse, misuse or misapplication, for example, unauthorized overclocking.  Hard knocks and/or dropping the unit. Exposing the unit to excessive moisture. Improper placement of the unit causing excessive heat build up. OS corruption due to software abuse – piracy and/or incorrect use of the software.

This also applies if the BIILT service tag has been removed or defaced or if the product has been modified without textual agreement from BIILT.

Any replacement parts will be warranted to be free of defects of workmanship and material for 3 months from time of replacement, or for the remainder of the warranty period of the BIILT Product it is replacing (whichever is longer).

My warranty has expired, do I still receive any support?

BIILT offers free lifetime service and technical support for all of our computers built. Please approach our technical support team by either emailing us at [email protected] or by giving us a call at +65 9796 1116. However, do take note that cost price will be charged for any replacement of components if its warranty has expired. 

Does BIILT support upgrading of computers?

BIILT will support any upgrading of computers. We offer free consultations to build the computers to cater to your needs and wants. Please email us at [email protected] or call us at +65 9796 1116 to schedule an appointment.

BIILT also provides free 1-year (from date of purchase) cleaning of your custom gaming rigs that are purchased from us.

Do note that this service is not provided on-site. Customers would need to schedule an appointment with us by emailing [email protected] and to bring the gaming RIG down to our support centre.

Does BIILT provide any other technical support service for its custom gaming PCs besides the basic warranty coverage?

Yes, we do! BIILT also provides remote access diagnosis service at a price of $100 for a period of 3-years. This includes an extension of the basic 1-year complimentary pick-up and return after diagnosis service to 3-years. This service allows you to share your computer’s screen and control with us. Hence, allowing us to locate and diagnose the source of the issue in a quick and efficient manner at the comfort of your home. We will endeavor to resolve the issue through remote access. However, if it is necessary to bring the PC down to us, we will do so free of charge. After which we will perform the necessary repair works and return it back to you at no fee. However, do note that the same scope of warranty coverage applies. Any repair works for damages outside the scope of warranty would be quoted accordingly. Of course, customers could reject the additional service and we will return your PC back to you.

Support Time Frame For Singapore Customers of our custom gaming PCs

Diagnosis at our support center will take an estimated duration of a day for simple issues, and may take up to 3-5 days for more complicated matters.

Replacement of malfunctioning computer components may take up to 3-5 days.

Do note that the duration may vary depending on workload issues, and inventory conditions.

From here onward, it is regarding BIILT’s Peripherals ONLY. The following policies do not apply for our custom gaming rigs.

Technical Support for Peripherals for both Singapore and International customers

All of our peripherals come with a 1-year warranty

Please contact our support team regarding the issues of peripherals. We will do our best to assist you to help resolve the issue on hand first. All of our peripherals come with a 1-year warranty. If the peripheral is malfunctioning due to its components being damaged, please contact our support team with the respective: Order number, a picture of the peripheral and also a description of the condition of the peripheral and how it got damaged. Once received and verified, our support team will immediately do our best to resolve the issue or get it replaced with a brand new one.

Returns of Peripherals

Our return policy lasts 7 days. If 7 days have passed since your purchase, unfortunately, neither refunds nor exchanges will be available.

To be eligible for a return, your item must be unused and also in the same condition that you received it. It must also be in its original packaging.

Additional non-returnable items include:

  • Gift cards
  • Downloadable software products

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 7 days after delivery

Refunds for peripherals (if applicable):

Please email us photos and videos of the defective item to our support at [email protected] We will inspect and notify you of the outcome of the process. If the refund is approved, your refund will be processed, and a credit will automatically be applied to your credit card or the respective amount will be transferred via PayPal or Stripe.

Late or missing refunds for peripherals (If applicable):

If you haven’t received a fund yet, first check your bank or respective account again. Then contact our credit card company or respective payment company. It may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Sales Items (if applicable)

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges of peripherals (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to:

30 Tampines Avenue 1, BLK 30 #03-29

Singapore 529757

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.