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Sterra SG Help Center

We are unable to guarantee the cancellation of your order if it has already left our warehouse. However, you can use our Report Order Issue widget and our team will prioritize your email.How to send a request through our Report Order Issue widget:<ol><li>Please use your order email or phone number to sign-in through this link: <a data-fr-linked="true" href="https://support.sterra.sg/en-US/ssp/login">https://support.sterra.sg/en-US/ssp/login</a>. Enter the verification code sent to your email or phone number.</li><li>Select the relevant order and click the &quot;Report Issue&quot; button.</li><li>Select the option &quot;I&apos;d like to cancel my order.&quot; A request will be sent automatically to our team and your email inbox.</li><li>Please respond to this email to let us know your reason for cancellation.</li><li>Our team will prioritize your email and respond.</li></ol>

We are unable to guarantee the cancellation of your order if it has already left our warehouse. However, you can use our Report Order Issue widget and our team will prioritize your email. How to send a request through our Report Order Issue widget:

I placed an order by mistake. How can I cancel my order?

Returns and Refunds

Who is Sterra?

What is the vision behind Sterra products?

Mission Statement and Brand Vision

How can I purchase your products?

Can I try and purchase Sterra products in person?

What payment options are available?

Do you offer installment plans?

Which countries are Sterra products available in?

How to Purchase

Which products are available at your Sterra Stores?

How can I schedule an appointment at a Sterra Store?

How can I cancel my Sterra Store appointment?

Can I cash and carry a Sterra product from any Sterra Store?

Can I purchase online and pick up the product in any Sterra Store?

Where can I try your Sterra massage chair?

What can I expect at a Sterra Experience appointment?

Sterra Flagship Store @ UB One

Sterra Store @ Causeway Point

Sterra Store @ Jurong Point

Sterra Store @ NEX

Sterra Store @ Tampines Mall

How do I cancel or reschedule my Sterra Experience appointment?

Book A Sterra Experience Appointment

Sterra Store Locations

Do you offer a referral program?

Can I trade-in my old product for a new Sterra product?

Do you offer any bundle deals?

Promotions, Referrals, Bundles, and Trade-Ins

When can I expect the delivery of my order?

When can I expect the delivery of my pre-order or out of stock (OOS) item?

How can I schedule my delivery/installation?

Can I reschedule my installation or delivery appointment that I booked through the order confirmation page? Is there a rescheduling fee?

How long does it take for my Sterra Water Purifier to be installed?

What are the requirements for Sterra Water Purifier installations?

What are the requirements for Sterra Mattress or Massage Chair deliveries?

Can I put the delivery or installation of my order on hold? How long can this hold be?

My tracking number states that my order has been delivered, but I can’t find it.

I want to relocate my Sterra Water Purifier. Can you arrange this relocation and is there a relocation fee?

Do you offer disposal services?

Can my Sterra order be delivered to a walk-up unit? What if staircase usage is required for my delivery?

Is it possible to schedule an installation or repair appointment after 5:00 PM?

Shipping, Installation, and Delivery

I am not satisfied with my purchase. What is your return policy?

How long do refunds take to process?

How can I make changes to my order information or products?

Do Sterra products come with a warranty?

How does Sterra Care differ from the Manufacturer Warranty?

How can I purchase Sterra Care?

Does the purchase and addition of Sterra Care apply to all products in my order?

Do I need to register my Sterra Care warranty?

My warranty has expired and my product needs repair. Can Sterra still help?

Repairs and Product Warranty

My water purifier is not dispensing water and the volume indicators are flickering.

The filter indicator light is still blinking even after I have changed the filters.

The filter indicator is lit up. What do the colors mean?

The water dispensed by my water purifier has an unpleasant taste, odor, and/or bubbles.

My water purifier is not dispensing cold water.

My water purifier does not dispense warm or hot water.

My water purifier emits loud noise and/or too hot to touch.

My water purifier is leaking.

The water flow from my water purifier is slow.

Some of the buttons on the water purifier’s touch panel are not lighting up.

I want to change the default temperature from Room temperature to Cold temperature and vice versa.

My water purifier emits a beeping sound and blinking lights on the touch panel.

Sterra S Tankless Water Purifier

The water flow from my water purifier is slow or not dispensing water.

My water purifier does not dispense cold or hot water.

The LED light on the front panel of the water purifier is not lighting up.

Sterra X Tank Hot & Cold Water Purifier

Sterra Y Tank Hot & Cold Water Purifier

The air quality reading reads very high (999)

The air purifier cannot be turned on or off, and needs to be unplugged to be turned off.

The air purifier has no power.

The air purifier emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

The filter light indicator keeps on blinking.

Other issues.

Sterra Breeze True HEPA-13 Air Purifier

Sterra Moon True HEPA-13 Air Purifier

Sterra Mars True HEPA-13 Air Purifier

The Sterra Sun tank indicator is always lit up.

The Sterra Sun control panel displays E1, E2 L3, L4 and flashes or blinks.

The Sterra Sun tank is not collecting water.

The dehumidifier emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

The dehumidifier cannot be turned on or off, and needs to be unplugged to be turned off.

The dehumidifier has no power.

Sterra Sun Dehumidifier

The massage rollers stopped working.

The massage chair cannot tilt, or the footrest cannot be raised or lowered.

The massage chair wheels cannot reach the shoulder or the neck.

The massage chair is not functioning and massaging properly or stops working.

The power line or power plug is abnormally warm to hot.

Massage chair does not work after power on.

Massage chair control panel blackout and unable to use any function (sole / neck / waist roller not working).

I placed an order by mistake. How can I cancel my order?Updated a year ago