Every order is packed with the utmost care, unwavering pride and precise accuracy.
We are also consumers and we also want to receive our orders in the best condition possible. At Zairyo, our packing and delivery team are trained intensely and have deep knowledge of all our products. We have high standards for our team and continuously learning and increasing product knowledge is always our top priority. You can rest assured that the from the time that your order is packed to leaving it in the hands of our trusty delivery drivers to you, it is always managed and handled properly. That is the Zairyo's promise.
The following are some questions regarding delivery related matters. You may also check out our extensive FAQ here.
Do You Deliver?
Yes, we deliver to your doorstep at your selected date and time slot (Only for Singapore mainland and Sentosa). This is free for orders $100 and above. For orders below $100, there is a flat fee of $10.70 for this service. We don't deliver internationally at the moment and we hope to serve your country someday. ^_^
Is Delivery Free?
Delivery is free for orders $100 and above. For orders below $100, there is a flat fee of $10.70 for door-to-door delivery (in Singapore mainland and Sentosa) at your preferred date and time slot.
Alternatively, you may choose to self-collect from our warehouse after placing an order. This option is free.
What Days Do You Deliver And What Are Your Time Slots?
We deliver from Mondays to Saturdays and you can choose from three delivery time slots during the checkout process.
These are the time slots:
Mondays to Fridays
Slot 1 (10am - 2pm)
Slot 2 (2pm-5pm)
Slot 3 (5pm - 8pm)
Slot 1 (10am - 2pm)
Slot 2 (2pm-5pm)
Can I Request For A Specific Time For My Delivery?
Unfortunately, our deliveries cannot be made at a specified time.
Deliveries will be made according to your preferred time slot as deliveries are also made to other customers and are made according to our delivery fleet's delivery route.
We will put a note for your timing request, however, it would still be best if you could arrange for someone to receive the item within the time slot you have selected.
We seek your understanding on this as it is our duty to deliver all items to our customers on time within the stipulated time frame.
Alternatively, you may wish to authorise us to leave
If timing is a concern, you may choose to self-collect from our warehouse during our operating hours.
Can I Change My Delivery Address / Date / Time Slot?
No worries, you can still amend the delivery address/date/time slot as long as it is at least 24 hours BEFORE your selected delivery date and time slot.
Please email our friendly customer service with your invoice number at [email protected] at least 12 hours in advance before your delivery time slot.
We will do our best to fulfil your request, but if the order has already begun the delivery process, we cannot change the delivery address/date/ time slot.
What Happens If I'm Not At Home?
This is only if you have not opted for contactless delivery. If you have explicitly written to leave the order at the door / gate / wherever without any contact with our delivery driver, this would NOT apply.
If you have opted for contactless delivery, we will send you a picture of the baggage once it is done. But please only do this at your own discretion. We are not liable for missing items or any changes in quality during the time your items are left out.
You may also wish to opt for your order to be packed in a foam box by simply requesting for it under Order Note. If not, your order will be packed in a plastic bag or our signature non-woven bags.
Please ensure that someone is present to acknowledge the delivery. If no one is at home and there is a missed delivery, we will contact you as soon as we can to reschedule another delivery time.
Our delivery drivers will give you a call should there be no response at the door, and will only wait for a maximum of 5 minutes before they leave for the next location.
Please note that we reserve the right to charge you a re-delivery fee of $10.70.
Please also note that we aren't liable for any change in quality under such circumstances.
If you wish to cancel your order without a redelivery, we will refund the total amount in credits MINUS a $20 service fee. If your order contains an air-flown item, we will deduct that from the credits.
Total Refunded Credits = Total - $20 - (Total amount of Air-flown Only Items)
For international orders, you should receive a delivery slip to arrange for a re-delivery.
*Any unused or expired credits will not be refundable in cash or extended.
Please note that by proceeding to make an order with Zairyo, you agree to all terms and conditions stated here unconditionally.
Can I Pick Up My Order From Your Warehouse?
Yes! If you have chosen Delivery, but would like to self collect at our warehouse, just inform us at least 24 hours before your delivery time slot via email to [email protected] or give our hotline a ring during operation hours to inform us.
Here are our details for your collection, and please refer to our Collection Guidelines during the Covid-19 period:
Mondays to Fridays: 4PM to 8PM
Saturdays: 12PM to 4PM.
You may find our address here.
How Will My Order Be Packed And Handled?
Your order will be handpicked from stock held in our cold room 30 minutes before it is being despatched.
The selected items will be packed into our signature non-woven bags/plastic bags then carefully packed in an insulated box with ice packs designed to maintain the quality and freshness of your order for up to 4 hours.
They have been specifically designed to maintain the correct temperature during transportation.
How Long Will My Order Stay Fresh In The Delivery Boxes?
Refrigerated perishables will stay fresh in the delivery boxes up to 4 hours after delivery. However, we recommend that frozen items be placed in the freezer immediately after delivery.
How Can I Share Feedback About The Delivery Experience/Personnel?
We value all feedback and are always eager to hear about your experience with us. よろしくお願いします。
Please email us at [email protected] to share your experience.
What If The Product That I Have Ordered Is Missed Out or Not Delivered To Me?
If the item is available but not delivered to you, please call or text our hotline at 8808 0811 on the day of the delivery. Please provide your Order Number during the call.
Refunds will only be made if the item is not available. Missing items are strictly eligible for store credit refunds only on a case-by-case review.
If a product is not available from our Japanese partners or at the Japanese markets after the items are confirmed, we reserve the right to issue you a refund due to unavailability. However, we will do our best to fulfil the orders.
Certain products may be kept by AVA at the airport for random hygiene checks. Thus if it is stuck at the airport, we reserve the right to issue you a refund due to unavailability. However, this is a rare occurrence as we have obtained appropriate licenses to operate our business.
I Have a Delivery Today But Have Not Received It, What Should I Do?
If it is still within the delivery time slot window, (that is, if you have chosen 10AM to 2PM and you are worried at 1PM), we'd like to ask for your patience.
If it is past your delivery time slot, you may drop us a text or call us at 8808 0811. Please quote your order number for us to help you faster.
There's A Problem With The Items I've Received
If there is any dissatisfaction with your purchase, please contact us within 12 hours from your selected delivery time slot* and we will work with you to make it right.
Drop us an email ([email protected]) with clear pictures and your order number.
We do not refund for the following reasons:
1. Change of packaging
2. Change of mind
Depending on the refund claim, we may not be able to refund the shipping charges. Refunds, exchanges and credits are done at the discretion of ZAIRYO. We reserve the right to refuse unreasonable claims that cannot be supported with proof.
As much as we would like to accommodate customer's requests to the best of our ability, please note that by proceeding to make an order with Zairyo, you agree to all terms and conditions stated here unconditionally.
Have any questions about deliveries that are not answered? Drop us an email ([email protected])