FAQ

Orders

How do I place an order?

These general steps can serve as a useful shopping guide:

  1. Choose your products, add to cart and amend quantity if needed
  2. Check order details and confirm your shopping cart
  3. Enter your postcode to confirm the shipping fee
  4. Provide shipping and billing information
  5. Choose payment options and finalize payment
  6. You will see the payment transaction status on your screen
  7. For any successful transaction, we will email you the order confirmation right after
  8. Click to read more
How long does it take to process and ship out the order?

Orders are processed within 2-5 days. However, for orders placed on weekends and public holidays, they will be processed on the next working day.

While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

Can I modify or cancel my order?

We regret to inform that orders cannot be cancelled or modified once placed. Kindly ensure you have checked and validated all details and information before you proceed with payment.

Why was my order cancelled?

In most cases, orders are automatically cancelled if we do not receive payments from you. However, if the amount has been deducted from your bank account, kindly WhatsApp us at 012-7058199 and we will check accordingly.

I received my order, but there are missing, incorrect and damage items.

We are terribly sorry about that! If you find that the items you have ordered are damaged upon delivery, missing or incorrect, Please contact us via WhatsApp Business at 012-7058199 with supporting evidence and receipt number. Any reimbursement is subject to our discretion.

Dried Goods
Please contact us within 7 days from the date you receive the product.

Fresh Produces
Please contact us within 24 hours from the date you receive the product.

Are items in my cart resrved for me?

Adding an item into your cart does not mean that the item is reserved. Until you proceed to checkout and make payment, that item will still be available to other buyers.

Why did the customer service contact me to inform that some products were out of stock or extra payment after successfully placed?

We make every reasonable effort to ensure that all products in our online store are available. However, we are not able to predict and advice in advance for any certain “stock unavailability” or “extra payment” if occur due to unexpected surge in demand, raw materials shortages or vegetables size , we will contact you soonest possible to either replace with product of similar value or refund.

Delivery

How much is the shipping fees?

Standard delivery
Available Area: Whole of Malaysia (West + East Malaysia)
Delivery Fee: RM 8 (West Malaysia) | Delivery fee according to the weight (East Malaysia)
Free Delivery: West Malaysia RM 100+  |  East Malaysia RM 300+
Delivery Duration: Standard Delivery (3 – 5 working days)
*All orders will be delivered via NinjaVan.

Fresh delivery
Available Area: Certain areas in Johor, Klang Valley and Penang
Delivery Fee: According to the areas 
Free Delivery: According to the areas
Delivery Duration: 1-3 working days
*All orders will be delivered via third party deliveries(Lalamove, Goget, Grab etc.)
**Click here to check more fresh delivery shipping and details >

 

Why are there varying delivery fees for different areas?

We use varying methods to deliver to you. Places with dedicated personnel has cheaper costs. In areas like Klang, we use trusted third party deliveries which is much pricier. Thus the varying delivering fees.

Do I still get free delivery if my order value drops below the minimum requirement because something is unavailable?

Yes you do! We prioritize your shopping experience. If the initial order states free delivery, you get free delivery!

How long does it take to process and ship out the order?

Orders are processed within 2-5 days. However, for orders placed on weekends and public holidays, they will be processed on the next working day.

While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

Can I collect my order from your fulfilment centre?

Yes, you may pick up your order at nearest outlet once our customer service confirmed the details with you. 

Can I choose the delivery time of my order?
For dried goods, we’re unable to schedule deliveries at a specific time or date. Delivery times are influenced by your delivery destination and the courier service’s delivery schedule at your location.
 
For fresh produces, our fulfillment center will confirm with you prior to delivery.

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Payments

What payment methods do you accept?

PayPal
– Visa/ Master Card

iPay88
– Visa/ Master Card
– Online Banking (FPX)
– E-Wallets (Touch N Go, Boost, GrabPay, Maybank QRPay, and ShopeePay).

*Paypal will provide automatic currency conversion based on the current rate for MYR. Kindly note Paypal’s currency conversion fee is added to the exchange rate set by an external financial institution. Contact Paypal directly for more details regarding how they determine their currency conversion rates and fees.

 

Is PayPal and iPay88 really secure?

Paypal and iPay88’s websites are fully secure and encrypted, nor do us as merchants receive any sensitive financial information such as credit card or bank account number. So rest assured when you pay through PayPal or iPay88 that your banking information is safe and secure.

After payments, why do I receive two messages from my bank in varying times?

The first text message you receive from your bank is actually a pre-authorized amount, it is in your bank account and not in our receiving account yet. When we finalize the order with you, the correct amount will be received by us, and your bank will send a second text message.

Fresh Produce

Why is your fresh produce supply so unstable?

We do try to update fresh produce stock availability in our website, but you may be informed its out of stock because the area outlet may have sold out on that item in store. Another thing is the seasonality and weather conditions which largely affects our supply. We recommend ordering a few extra variety of vegetable just in case some of it ran out. We will also always inform you in such cases!

Why is your fresh produce yellow and wilting?

Whilst we try our best to give you the freshest from our stores, the vegetable may be exposed to Malaysia’s hot weather during delivery. If you are unsatisfied with the vegetable you received, please contact us via WhatsApp Business at 012-7058199 with supporting evidence and receipt number within 24 hours from the date you receive the product. We would respond to it on case by case basis!.

Can I choose the type of vegetables in organic box?

Unfortunately, the organic boxes are all randomly matched by us. If you want to buy your favorite vegetables, you can choose our à la carte vegetables.

Account Registrations

Do I need to register to shop?

Yes. Registering speeds up the ordering process for you, as we would already have your billing and shipping details. It also allows you to keep track of your current and past orders and payment status.

How do I create an account?

Click here to register by filling in your details and following the instructions.

By registering, will I automatically receive updates on new products and promotions?

No, not unless you sign up for our newsletter. By signing up, you will be the first to know of our new products offerings, exclusive discounts, promotions and updates.

Will you share my private information any companies?

No, we will not reveal private information of our esteemed customers with anyone else. All information shared with us is strictly confidential and will not be shared with any third party.

I forgot my password

If you have forgotten your password, just click on “Lost Your Password” and a link to reset your password will be emailed to you right away. If you still do not receive an email, write to [email protected] and we will assist you promptly.

Return and Refund

I received my order, but there are quality issues items.

Fresh Produces

1. If you receive the product (fresh produces) and find that there is a quality problem, please contact us via WhatsApp Business at 012-7058199 with supporting evidence and order number within 24 hours from the date you receive the product, we will process the refunds.
 
2. We are sorry that complaint made after 24 hours will not be entertained as the defect could be caused by the wrong way of storage, exposure to high temperature, handling issue etc. 
 

Dried Goods

1. All CLEARANCE SALE items sold are not refundable and exchangeable. Please select carefully.
 
2. In addition to the product (dry goods) that can be returned with defects, based on food safety and hygiene considerations, once the package is unpacked, eaten, artificially deformed, lost temperature, expired, or deteriorated due to poor storage, it cannot be returned or exchanged. The delivered product is damaged or defective, inconsistent with the ordered product, or defective after opening: for example, the bottle cap is abnormally damaged, the bottle mouth is stained, etc., please contact us via WhatsApp Business at 012-7058199 with supporting evidence and order number within 7 days from the date you receive the product, we will process the refunds.
 
Can I return my parcel for a refund?
In addition to the product (dry goods) that can be returned with defects, based on food safety and hygiene considerations, once the package is unpacked, eaten, artificially deformed, lost temperature, expired, or deteriorated due to poor storage, it cannot be returned or exchanged. The delivered product is damaged or defective, inconsistent with the ordered product, or defective after opening: for example, the bottle cap is abnormally damaged, the bottle mouth is stained, etc., please contact us via WhatsApp Business at 012-7058199 with supporting evidence and order number within 7 days from the date you receive the product, we will process the refunds.
 
Criterias eligible for refund
1. Did not receive the orders
2. Parcel with packing errors (e.g. missing packed / wrongly packed)
3. Received a damage product (e.g. dented, scratched, broken)
 
How long does it take to process the refund?

The refund amount will be credited back to the customer’s bank account within 7-14 business days.

 
What are the refund methods?

Order paid via PayPal

  1. Refund amount will be directly credit back into customer PayPal account within 7-14 working days.

Order paid via iPay88:

  1. Bank transfer:
    Refund amount will be directly credit back into customer bank account within 7-14 working days.
    **According to the regulations of the bank, since our bank account is a business account, if this refund method is used, the customer needs to provide the bank account number, bank name, account owner name and IC number for refund.

  2. Store Credit
    Refund amount will be credited via Store Credit within 1-3 working days.