To ensure that our customers receive the highest quality frozen foods and enjoy the best delivery experience, we have established the following order and delivery policy:
1. Order Process
o Register and Login: Customers first need to register an account and log in on our website or mobile app
o Browse and Select Products: After logging in, customers can browse our frozen food catergory and select the desired products. Each product has a detailed description, image, and price.
o Add to Cart: After selecting the products, click the “Add to Cart” button, and the products will be added to the cart.
o View Cart: On the cart page, customers can review the list of selected products, quantities, and total price. Customers can modify the order contents or continue shopping on this page.
o Fill in Delivery Information: After confirming the cart contents, customers need to fill in the delivery address and contact information. Ensure the information is accurate for smooth delivery.
o Choose Payment Method: We offer various payment methods, including credit cards, debit cards, and electronic payments. Customers select the suitable payment method and complete the payment.
o Orders RM300 and above: To enjoy delivery service, the total order amount must be RM300 and above.
o Order Confirmation: After the payment is completed, the customer’s order will be confirmed and processing the order. Customers can view order details and estimated delivery time on the order page.
2. Delivery Process
o Order Processing: After receiving the order, we will start processing it. The processing time is usually 1-5 working days.
o Packing and Preparation: To ensure the quality of frozen food, we will ensure product quality by using insulating materials and transporting them in -18°C trucks to maintain the appropriate temperature.
o Warehouse Outbound and Delivery: Once the packing is completed, we will hand the order over to a professional cold chain logistics company for delivery. Website or mobile app will shows estimated delivery states which containing tracking information.
o Delivery Time: We offer delivery services, and customers can specify rest times or avoid times when placing the order. We will try to accommodate theserequests, but actual delivery will be based on our delivery routes. Typically, orders will be delivered within 1-7 business days.
o Receipt and Inspection: After receiving the order, the customer needs to check whether the packaging is intact, unpack and inspect the goods, and sign for the package. If you find any problems, please contact our customer service in time.
3. Incorrect Delivery Address
o Customer Responsibility: If the customer provides an incorrect delivery address, resulting in failed delivery or delays, the customer will bear any additional costs and responsibilities incurred.
o Address Change: If the delivery address needs to be changed after order confirmation, please contact our customer service team as soon as possible. We will do our best to assist with the change, but we cannot guarantee success.
4. Product Damage and Loss
o Product Damage: If the frozen food received by the customer is damaged during transportation, please return it to the driver immediately and take pictures. Contact our customer service within 24 hours and provide relevant photos and descriptions. We will arrange an exchange or refund on a case-by- case basis.
o Product Loss: If the customer does not receive the order and the logistics shows it has been delivered, please contact our customer service immediately. We will contact the logistics company, investigate the cause of the loss, and provide a solution.
