FAQ

  • 1. Purchase and Payment
  • Purchase Process

    You can enjoy convenient, safe online shopping services at Rema’s online store. Once you sign up for membership, you can begin shopping. Add the products you wish to purchase to the shopping card, fill in purchase information, select payment method and login in order to complete your purchase.

     

    Member Registration

    Registration as a member of Rema’s online store is completely free. Select My Account to the upper righthand side of the website, fill in basic membership information to complete registration. The system will send a registration success notification e-mail to your e-mail address.

     

    Password Management

    If you wish to change your password, select “My Account” and then “Change Member Information” to reset your password.

    If you forget your password, please select “Forgotten Password” from My Account and follow the instructions. Login again after the password change is complete.

     

    Payment Method

    We currently provide credit card and COD as payment methods.

    Credit card payment: Payment by MasterCard, VISA, JCB or UnionPay is accepted.

    COD payment is currently limited to the island of Taiwan. It is not available for off-island areas such as Jinmen, Mazhu, Penghu, etc.

     

    Order Lookup

    Select “Order Lookup” in My Account to look up orders.

    If you need to change product quantity or size, please cancel the order and reorder the product you need.

     

    Cancel Order

    Once order status indicates “Shipped”, the order cannot be cancelled. If the order is cancelled for personal reasons, a separate processing charge of NT$120 will be charged.

  • 2. Delivery Information

  • Shipping Fees


    Taiwan

    1.    NT$85 for payment by credit card and NT$120 for cash on delivery.

    2.    Free shipping for each single order of NT$1,500 and above.

    3.    No free shipping for split orders each under NT$1,500. We strongly advise consumers to combine purchases in one single order for the system to automatically deduct the shipping fee of each single order at NT$1,500 and above.

     

    Overseas

    1.    We accept only payment by credit card for all overseas purchases, and the shipping fee varies depending on the destination of delivery.

    2.    HK$40 for Hong Kong and Macau, and free shipping for each single order at HK$400 and above.

    3.    S$20 for Singapore, and free shipping for each single order at S$200 and above.

    4.    M$60 for Malaysia, and free shipping for each single order at M$600 and above.

    5.    ¥50 for China, and free shipping for each single order at ¥500 and above.

     

    Delivery Time

    After the payment is made and an order is accepted, you will receive products in two days. Please understand deliveries will be delayed by transportation interruption on holidays, typhoon days or other weather events.

    Offshore and overseas deliveries are subject to change due to weather conditions, flight or vessel scheduling.

    When your orders are en route, you can tract the delivery status with your shipping order number through the following means:

     

    Taiwan Island

    1.    T-Cat helpline: 412-8888 (please add the area code “02” when using mobile phone)

    2.    T-Cat online tracking:http://www.t-cat.com.tw/inquire/trace.aspx

    Offshore Islands

    Postal parcel online tracking:http://postserv.post.gov.tw/webpost/CSController?cmd=POS4001_1&_ACTIVE_ID=190

     

    Overseas

    S. F. Express online tracking:http://www.sf-express.com/tw/tc/?gclid=CM39tZXHy9ICFYyUvQod_6MJYA

     

    Delivery Enquiries

    1.    All Taiwan Island orders are delivered by T-Cat, except for offshore islands including Kinmen, Matzu, Penghu and others are delivered by postal parcel services.

    2.    Overseas orders are delivered by S. F. Express to Hong Kong, Macau, Malaysia, Singapore and China.

     

    Payment Methods

    Credit card and cash on delivery.

    Credit card: We accept the following credit cards: MasterCard, VISA, JCB, and Union Pay.

    Cash on delivery applies only to orders in Taiwan Island and is temporarily not applicable to offshore islands including Kinmen, Matsu, Penghu and others.

     

    Order Enquiry

    From My Account, select “Order Enquiries” to check the contents of your orders. If you wish to change the quantity or size, please cancel that order and place a new order.

     

    Order Cancellation

     

    Taiwan

    You cannot cancel any “shipping in progress” orders. If you still wish to cancel “shipping in progress” order for personal reasons, we will charge a handling fee of NT$120 for each order.

     

    Overseas-

    You cannot cancel any “shipping in progress” orders. If you still wish to cancel “shipping in progress” order for personal reasons, we will charge a handling fee for each order based on your location:

    Hong Kong and Macau: HK$40

    Singapore: S$20

    Malaysia: M$60

    China: ¥50

  • 3. Product Return and Exchange Information

  • We hope that you will be satisfied with the products in the Rema and enjoy exercising. When the products are received, we provide 10 days of appreciation period. If you hesitate the products quality or unsatisfied, you may enjoy free shipping service of product exchange and return during the appreciation period.

    Please double check the size and color you select before you place an order and set up your return. You’ll be charged shipping fees if returning product makes your original order under $1500. We're sorry it’s not allowed to make the second return.


    Product Returns in Taiwan

    1.    After logging in to your account, select “Product Return” from My Account and follow the instructions to apply for a product return.

    2.    Please make sure that all returned products should be unused, unwashed, with the tags on, unmodified, without damage and intact. Please also include the shipping list together with the items you wish to exchange or return in the original package, including bags or cartons.

    3.    After our Customer Service Center confirms your product return request, we will arrange T-Cat to pick up the returned products within 2-4 business days. Please initiatively tell us the period (morning or evening) that you’re available if you’re not sure with the time of T-cat in your pickup. When the courier arrives, please hand over the package to him/her to return to us.

    Also, you can mail your package to “REMA-SPORTS INC” by yourself,

    3F, No. 3, Alley 16, Lane 90, Section 6, Minquan East Road, Neihu District, Taipei City.

    REMA-SPORTS INC.

    4.  After receiving your return request, we will process it within 3 business days of receipt and apply a credit to your original payment method. We do not refund shipping charges.

    If you’re order was “cash on delivery”, please send us your bank account to service@rema-sports.com. You’ll get your refund through the bank account you offer within 10 business days. Please remember to check your bank account and contact us if you have any question regarding returning items purchased at REMA ONLINE STORE.

    5.Please note that as long as T-Cat do not get the package for twice, you have to mail the package by yourself and afford the shipping fee on your own. Besides, you’ll receive an e-mail from us which attach the “Record of T-Cat pickup” to let you know your package of return is failed. Here’s the address below.

    3F., No.3, Aly. 16, Ln. 90, Sec. 6, Minquan E. Rd., Neihu Dist., Taipei City, Taiwan (R.O.C.)  ZIP CODE:11465

    REMA SPORTS INC.


    Product Returns in Taiwan's Offshore Islands

    1.    After logging in to your account, select “Product Return” from My Account and follow the instructions to apply for a product return.

    2.    Please make sure that all returned products should be unused, unwashed, with the tags on, unmodified, without damage and intact. Please also include the shipping list together with the items you wish to exchange or return in the original package, including bags or cartons.

    3.Here’s our address, please drop it off at any “CHUNGHWA POST”.

    3F., No.3, Aly. 16, Ln. 90, Sec. 6, Minquan E. Rd., Neihu Dist., Taipei City 114, Taiwan (R.O.C.)  ZIP CODE:11465

    REMA SPORTS INC.

    4. Please initiatively tell us the shipping fees when you send it back to us, it will be issued to your online account that offers you a free-shipping next time.

    5. After receiving your return request, we will process it

    within 3 business days of receipt and apply a credit to your original payment method. We do not refund shipping charges. Please remember to check your bank account and contact us if you have any question regarding returning items purchased at REMA ONLINE STORE.


    Once again, you’ll be charged shipping fees after returning product makes your original order under $1500. We're sorry it’s not allowed to make the second return. Please double check the size and color you select before you place an order and set up your return.


    Product Returns Overseas

    1.   After logging in to your account, select “Return Request” from My Account and follow the instructions to apply for a product return.

    2.   Please make sure that all returned products should be unused, unwashed, with the tags on, unmodified, without damage and intact. Please also include the shipping list together with the items you wish to exchange or return in the original package, including bags or cartons. If you do not comply with the above terms or fail to return your product(s) by the end of the cooling-off period, this Company will not accept your return period and return your returned products at your expense.

    3.   China, Hong Kong and Macau, Malaysia and Singapore, please include the shipping list together with the items you wish to exchange or return in the original package and contact the local S. F. Express to deliver the returned products to the following address,

    3F, No. 3, Alley 16, Lane 90, Section 6, Minquan East Road, Neihu District, Taipei City, Taiwan, (R.O.C.)   ZIP CODE:11465

    REMA SPORTS INC.

    4.  After receiving your return request, we will process it within 10 business days of receipt and apply a credit to your original payment method. We do not refund shipping charges. Please remember to check your bank account and contact us if you have any question regarding returning items purchased at REMA ONLINE STORE.


    Product Exchanges

    We do not offer product exchanges. If you are not satisfied with the product, size or color and wish to apply for a product exchange, please select “Return Request” from My Account and place a new order.


    Product Defects

    Before shopping, Rema examines every product with high standards to ensure there is no manufacturing defect. If you believe it's flawed or defective, please contact us. For any manufacturing defects, we will accept product exchanges or returns. Please note that damage caused by improper uses or long-period uses are not considered as defects.

  • 4. Lifetime Free Repairs
  • Each product you purchase at Rema comes with a 90 day warranty and lifetime free repair service.

    If you require repair services within the 90 day warranty period, you will be responsible for the delivery shipping fee. Rema will be responsible for the return postage. For repair services after the 90 day warranty period, you will be responsible for the delivery and return fees.

     

    If it is confirmed that product flaws result from our production process or manufacturing issues, Rema will be responsible for delivery and return fees for the repair service.

     

    As a special reminder, please ensure that the product which requires repair is clean before it is mailed back.

  • 5. Uniform Invoice
  • Please select the uniform invoice format you require during your purchase. The product name on the uniform invoice will be the product name.

    A uniform invoice in duplicate will be issued in the format of your choosing (member carrier, mobile carrier, donation), and a notification e-mail will be sent at the end of the trial period.

    Your uniform number will be written upon the paper invoice in triplicate if required and mailed through the regular post service within 20 days after product(s) are shipped.

    If any errors occur relating to the issuance of uniform invoices, please contact the customer service center immediately and notify us of the error details. We will reissue the correct uniform invoice for you after amending the mistake.

  • 6. Other Questions
  • Q: How long does product delivery take?

    A: Once the order is successful and payment complete, you will receive the products you ordered two days after the order is issued. If transportation is halted to the point of impacting deliveries due to national holidays, typhoons or weather conditions, delivery times will be pushed back according to the number of days impacted. Off-island product delivery times may change according to weather conditions, flights or boat schedules.

     

    Q: Can you deliver products to a P.O. box?

    A: Unfortunately, we do not provide product delivery to P.O. boxes currently.

     

    Q: How do I return a product?

    A: Rema provides a 30 day product trial period. If you are unsatisfied with your purchase, you can enjoy free product exchange and returns during the trial period. Please refer to the Return Process for the return process.

     

    Q: How do I exchange a product?

    A: If a product exchange is required because you are unsatisfied with the product you received or reasons such as the wrong size or color, please select “product return” in My Account and reorder a different product.

     

    Q: What do I do if the size I want is not shown on the website?

    A: If you cannot select the size you wish on the website, this means the size is sold out. Please select another model or contact the customer service center to leave your information and request. If the product is restocked, we will notify you as soon as possible.