Shipping, Returns
& FAQ
🚚 Shipping
- Singapore — free standard delivery on all orders.
- Malaysia — S$9.90 flat delivery (free on orders over S$60).
- Indonesia — S$14.90 flat delivery (free on orders over S$90).
- Orders ship from Singapore within 1–2 working days after payment. Estimated delivery: Singapore 2–4 working days; West Malaysia 3–5 working days (East Malaysia may take a little longer); Indonesia 5–10 working days depending on region and customs.
- You'll receive updates at the mobile number or email you provide at checkout, and you can check progress anytime on the order tracking page.
↩️ Returns, Exchanges & Refunds
This policy applies to orders shipped to Singapore, Malaysia and Indonesia.
These are sealed food products. Every box is sealed for food safety. Once a box or sachet seal is opened, the product can no longer be resold — so, for food-safety reasons, opened items are not eligible for change-of-mind returns or exchanges. Please check the product page and ingredients before opening.
- Genuine manufacturing fault, transit damage or wrong item — covered. Contact us within 14 days of delivery with clear photos (and a short video where relevant) showing the issue. If our assessment confirms a genuine fault, we'll send a free replacement or full refund with return shipping on us — this applies even if the hygiene seal has been opened, in Singapore, Malaysia and Indonesia alike. Please see what counts as a fault below; all such returns are inspected before any refund is issued.
- Change of mind — refund only. We do not offer change-of-mind exchanges; if you'd like a different size or colour, request a refund and place a new order. We'll refund only if the item is returned within 14 days, unopened, with all seals intact, in its original packaging. Opened food products cannot be accepted for safety reasons. Return shipping is the customer's responsibility and is deducted from the refund:
- Singapore — S$5 deducted per return.
- Malaysia — S$15 deducted per return (cross-border return shipping). The original S$9.90 delivery charge is non-refundable.
- Indonesia — S$20 deducted per return (cross-border return shipping). The original S$14.90 delivery charge is non-refundable.
- No change-of-mind exchanges. For a different product or flavour, please request a refund (above) and place a new order. This does not affect faulty, damaged, wrong or not-as-described items, which we always replace or refund free of charge as required by law.
- Order we can't fulfil (e.g. an item sells out after you pay): full refund, no fee, via your original payment method within 3 working days.
- Always email hello@ultimatepotential.sg with your order number before sending anything back, so we can confirm the return address and process your refund correctly. Returns sent without contacting us first may be delayed.
What counts as a fault (and what doesn't)
To keep prices fair for everyone, faults are assessed strictly. A fault means a genuine manufacturing or quality defect — for example a damaged or leaking sachet/pouch on arrival, a broken seal, product past its printed expiry date on delivery, or the wrong product being sent.
The following are normal characteristics of these food products and are NOT considered faults:
- Natural variation in colour, texture or thickness of the gel or drink between batches.
- Slight settling or separation of contents — normal for concentrated gels and drinks; massage or shake before use.
- Minor cosmetic marks on outer packaging that don't affect the sealed product inside.
- Personal taste preferences — flavour or sweetness not being to your liking is handled as change of mind, not a fault.
- Damage caused by incorrect storage — store cool and dry, away from direct sunlight.
- Sensitivity to a listed ingredient (e.g. caffeine) — full ingredients are shown on every product page and label; please check before buying.
Assessment: all returns are inspected on receipt. A refund or replacement for a claimed fault is issued only after we confirm a genuine manufacturing defect. If a returned item shows no fault — or shows wear, misuse, or care-related damage — we may decline the claim and return the item to you, with return postage payable by the customer.
Nothing in this policy excludes or limits your statutory rights — including, in Singapore, the Consumer Protection (Fair Trading) Act and the Lemon Law, and in Malaysia, the Consumer Protection Act 1999 — for goods that are genuinely defective, not of satisfactory quality, or not as described.
❓ FAQ
Is paying by PayNow safe?
Yes — PayNow is Singapore's national bank transfer system, regulated by MAS and used by virtually every bank here. When you scan our QR, your bank app shows the registered recipient ULTIMATE POTENTIAL PTE. LTD. before you confirm, so you always know exactly who you're paying. Unlike card payments, no card numbers or personal data ever leave your bank app.
Why don't you accept credit cards?
Skipping card processing fees keeps our prices lower instead of passing 3–4% in fees on to you. PayNow is instant, free for you, and supported by every Singapore bank app.
What happens after I transfer?
Tap "I've Paid" and we match your transfer using the order reference number (it's automatically attached to your payment). We verify within hours during business days, then pack and ship. Track it anytime on the status page.
I paid but forgot to tap "I've Paid" — is my order lost?
No worries — your transfer carries your order number as the reference, so we can still match it. If anything looks stuck, email us with your order number and we'll sort it out.
Can I pay on my phone if the QR is on the same screen?
Yes — tap Save QR Image at checkout, then use your bank app's Scan & Pay → choose from gallery. Or simply PayNow manually to our UEN (shown at checkout) with the exact amount and your order number as reference.
Which product should I start with?
For race day and hard sessions, the Energy Gel (caffeine 60mg). For evening runs or if you're caffeine-sensitive, the Energy Gel Free. For long humid sessions, add Hydro 50 for carbs + electrolytes. See the fuel guide.
Can I return a product after opening it?
For food-safety reasons, no. Once a box or sachet is opened it can't be resold, so opened items aren't eligible for change-of-mind returns — please check the product page and ingredients before opening. This does not affect faulty, damaged or wrong items, which we always replace or refund (even if opened) — just email us a photo within 14 days.
How much does a change-of-mind return cost? Can I exchange instead?
We don't offer change-of-mind exchanges — for a different product or flavour, request a refund and place a new order. If you change your mind (and the box is still sealed), return shipping is on you and is deducted from your refund: S$5 in Singapore, S$15 for Malaysia or S$20 for Indonesia (cross-border), with the original international delivery charge (S$9.90 MY / S$14.90 ID) non-refundable. Genuine faulty, damaged or wrong items are always 100% free to return and we'll replace or refund them — see the returns policy.
What counts as a defect?
A defect means a genuine manufacturing or quality fault — such as a damaged or leaking sachet/pouch on arrival, a broken seal, product past its expiry date on delivery, or the wrong item being sent. Normal characteristics are not defects: batch-to-batch variation in colour or texture, slight settling of contents, minor cosmetic marks on outer packaging, personal taste preferences, or damage from incorrect storage. All returns are inspected, and refunds for a claimed fault are issued only after we confirm a genuine defect. Full details: what counts as a fault.
📮 Contact
Email hello@ultimatepotential.sg — we reply within 1 working day.
Sold by ULTIMATE POTENTIAL PTE. LTD., Singapore. Manufactured by UD Cos Co., Ltd., Korea.