Frequently Asked Questions

Shopping At Zairyo

Zairyo is 'Ingredient’ in Japanese 材料 – the base and start of any dish.

We are a Japanese gourmet grocer based online that offers a selection of freshly-imported food products such as seafood, seasonal vegetables and fruits, premium meats, sauces, condiments and snacks that will equip all foodies with the best material and canvas to create their very own culinary escapades at home.

Zairyo has been supplying to hotels, Japanese restaurants big and small for over 15 years. 

Zairyo is also proud to share that we have direct access to the Uni auction and fly in fresh produce from Toyosu Market four times a week. 

We welcome your comments, suggestions, questions or problems regarding an order.

Please include the order number (if any) in your correspondence.

Email: enquiries@zairyo.sg

Email (for restaurant/trade enquiries): sales@zairyo.sg (Please include your business name)

Support Hours:                 

Weekdays 10:00am- 6:00pm

Saturday 10:00am-4:00pm

Our Support Concierge is closed on Sunday and Public Holidays

Zairyo uses OpenCart for our shopping cart, and they provide a fully secured shopping cart which is Level 1 PCI compliant and uses 128 bit SSL encryption to ensure that credit card data is secure.

Zairyo uses PayPal and Stripe as our trusted payment gateways.

PayPal is the safest and securest payment gateway on the internet for all our debit, credit and paypal transactions. PayPal is an American international e-commerce business allowing payments and money transfers to be made through the Internet. Paypal is one of the most widely use payment processing for online vendors. To learn more about PayPal’s security, visit https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security

Stripe is a global online payment processor that is trusted by thousands of businesses across the globe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we make use of best-in-class security tools and practices to maintain a high level of security at Stripe. To learn more about Stripe's security, visit https://stripe.com/docs/security/stripe

About Our Produce

We pride ourselves as grocers with integrity. With our long standing relationship with our partners in Japan, we are confident that Zairyo’s products are of the best quality. 

As we are suppliers to Japanese restaurants big and small in Singapore, we believe that if it is great for them, it would be perfect for households. We commit to a 100% satisfaction guarantee on every purchase. 

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.

We hope this guarantee allows you to shop with confidence in our quality, and in our commitment to serve you.

Drop us an email (enquiries@zairyo.sg) with clear pictures and your order number. 

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. 

We take pride in learning about our produce, as well as the producers and farmers behind them before having them on ZAIRYO. 

Unless otherwise stated, all of our products are imported or air-flown directly from various parts of Japan. Most of the seafood are directly purchased from Toyosu or directly from the farms. 

Flash freezing is a process in which food is very quickly frozen at extremely cold temperatures. In commercial processing, foods are flash frozen so that as many nutrients are retained as possible, and to make sure that the food is as fresh and flavourful as it can be. Sashimi grade fishes has to be flash frozen at -40°C. The process kills parasitic worms that fish are host to but doesn’t break down the flesh, so the meat remains fresh.

Please note that freezing it in your freezers is NOT flash freezing.

Shopping at Zairyo

Buy Directly From Our Website and Choose Your Preferred Delivery Date & Time Slot

Add your items to Cart, select your preferred delivery day and time slot, make the payment and you're done! 

 

Registrations are optional but with an account, you get to clock points and become a Zairyo Insider to offset points on your future purchases!

If the product is 'out of stock' on our website, you may enter your email on the product page to be notified when the product is back in stock. 

You should see this on the product page: 

Screen Shot 2019-10-15 at 10

If the product you are looking for is not available, please email us at enquiries@zairyo.sg and we'll look into it. We may just bring it in ;) 

About My Order

We can only change AIR-FLOWN ITEMS 72 working hours before your selected delivery time slot, and 48 hours for items that are always available before your selected delivery time slot. 

Yes, of course! You may add on items to your order at least 48 hours before your selected delivery time slot (only for items that are tagged 'Always Available'). 

Please note that a minimum of $12 is required for the add-on order. 

You may add air-flown items to your order as long as it is before the deadline for your selected delivery date.

Find out how to add-on to your existing order here.

If you already have an existing order and wish to add on any items, you may do so by simply following these steps:

1. Add the item to Cart.

2. When you are done, click on Checkout.

3. Select the original date of your delivery. If the date is blocked out, select any date to proceed.**

4. Next, select “Add To Existing Order”

Screenshot 2020-01-20 at 12

 

5. Select your preferred payment method.

6. Under 'Add Comments About Your Order', enter the words 'Add on to (your original order number)', like so:
Screenshot 2020-01-20 at 12

 

7. Complete your order. 

**A minimum of $12 is required for any add-on order.

**Please place your add-on order AT LEAST 48 HOURS BEFORE YOUR DELIVERY TIME SLOT. We are not obliged to fulfill any last minute add-ons.

**We will know to add on to your existing order if you select the option. Selecting a different delivery date does not mean we'll send it separately. 

**Please note that we are unable to deliver add-on air-flown items if the order is placed past the deadline for your original Delivery Date. Please check air-flown schedules here

**If you have chosen to 'Add On To An Existing Order' without an actual existing order, you can choose to either:
1. Pay for delivery at $10.70

2. Add on to your order to qualify for free delivery.

3. Cancel your order and get the refund in credits.

As long as you have completed a payment via credit card, your order is automatically accepted and processed by ZAIRYO.

If you have selected a Manual Bank Transfer/PayLah!/PayNow, please note that your order is only accepted and processed upon confirmation of payment.

We cannot apportion the specific weight of fishes to the dot as it is sliced over from the Japan side, thus the items will vary per portion and the variation is stated on all our product pages. The good news is we only charge the minimum and we do not charge extra for the surplus that our customers get so that any extra is a bonus, and this has been an agreement with our partners from Japan too which is why we can sell our sashimi-grade seafood at a lower price.

The good news is we only charge the minimum and we do not charge extra for the surplus that our customers get so that any extra is a bonus, and this has been an agreement with our partners from Japan too which is why we can sell our sashimi-grade seafood at a lower price.

Delivery + Self-Collection + Contactless Delivery

Yes, we deliver to your doorstep at your selected date and time slot (Only for Singapore mainland). This is free for orders $100 and above. For orders below $100, there is a flat fee of $10.70 for this service. 

We do not ship our items internationally at the moment. 

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 main land) at your preferred date and time slot. 

Due to the Covid-19 situation, we have suspended walk-ins at the warehouse under the government's guidelines until further notice.

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) 

Saturdays
Slot 1 (10am - 2pm) 
Slot 2 (2pm-5pm) 

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 your order at the door. By doing that, 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.

If timing is a concern, you may choose to self-collect from our warehouse during our operating hours.

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 enquiries@zairyo.sg at least 24 hours in advance before your delivery time slot.

 We will do our best to fulfill your request, but if the order has already begun the delivery process, we cannot change the delivery address / date / time slot.

Please select a more suitable time slot / date, or authorize for us to leave your order at your door or with your neighbour (you may do this by dropping us an email at enquiries@zairyo.sg). 

Please note that our delivery crew will text + call if they can't reach anybody at the door and only wait at the door for maximum 5 minutes. If the delivery fails, the redelivery will cost an additional $10. 

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. 

Example:
Total Refunded Credits = Total - $20 - (Total amount of Air-flown Only Items)

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

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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. 

Example:
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. 

[UPDATE: 13 May 2020]

We allow collections at our warehouse now but please read the collection guidelines. Please note that we don't accept walk-ins at the warehouse (what this means: please only make your purchase online BEFORE coming over).

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Yes! If you have chosen Delivery, just inform us at least 24 hours before your delivery time slot via email to inform us.

Here are our details for your collection:

Week Days: 4PM to 8PM 

Saturdays: 12PM to 4PM 

Public Holidays (unless stated that we are closed): 12PM to 4PM

Please note that we don't allow earlier pick-up for YOUR safety. There will be many delivery drivers coming in and out of our warehouse before the stated hours, and they have been in contact with many islandwide.

Your order will be handpicked from stock held in our cold room 30 minutes before it is being despatched. 

Your order 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. Please note that these boxes are in our delivery drivers' vehicles to be more environmentally-friendly. If you wish to have your items delivered in a foam box, please indicate it under ORDER NOTE. 

They have been specifically designed to maintain the correct temperature during transportation. 

Please note, however, that frozen items may begin to thaw during transit.

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.

[UPDATE: 13 May 2020] Please read and abide by these guidelines if you are making a collection at the warehouse. 

Just your name or order number will do!

If you wish to collect your order earlier than your selected date, please drop us an email with your order number to check if your order is ready for collection prior to your visit. 

[UPDATE 13 May 2020] Please read and abide by these guidelines if somebody else is  making a collection on your behalf at the warehouse. 

Of course~ All he/she needs to do is to provide us with your order number and name for collection.

Please note: We will do the necessary checks of the order with the person to verify the condition and quantity of items on the spot, as well as relay instructions on the things to take note of (e.g. storage, not flipping the Uni box, etc.). We are not liable for any damages, missing items, or lapses in quality if the item isn't handled carefully or properly after collection. 

We do not ship our items internationally at the moment. We will take up to 28 working days to process your refund to your original mode of payment if you proceed with the order. 

Yes, you can!

It is business as usual for all of us at Zairyo as we continue to deliver fresh food supplies and your groceries.

As the cases of COVID-19 increases, it is important to us to keep you and our delivery team safe.

 

Choose Contactless Delivery

To limit contact during a delivery, you can leave a note during Checkout to leave your groceries at the door.

Our delivery drivers will leave your order at the door as per your instructions, and we will send you a picture of your order at the door as soon as it is left there. Please ensure that our delivery drivers have access to your unit as some Condominiums and apartments require you to allow access to the lifts/units. 

We have been doing this since before the virus, so you can rest assured that our team has the experience to deliver your order, even with minimal contact.

Things To Note:

- You can request for the items to be delivered in a foam box. The foam box can keep frozen items in its state for up to 3 hours.*

- Please retrieve your order as soon as possible. We are not liable for items missing or turning bad if the order is not retrieved in time.

- If unsure of how to store items, please contact us. Our sales concierge will be happy to advise you. *Thawing time varies for different items.

Please ensure that our delivery drivers have access to your unit as some Condominiums and apartments require you to allow access to the lifts/units. Redelivery charges will apply if the order is undelivered. 

Problem With My Delivery / Order

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 enquiries@zairyo.sg to share your experience.

If the item is available but not delivered to you, please call or text our hotline at 8808 0811 on the day of the deliveryPlease 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.

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. 

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 (enquiries@zairyo.sg) with clear pictures and your order number. 

We do not refund for the following reasons:

1. Change of packaging 

2. Change of mind 

3. Items have been modified from its original state (I.E. freezing and thawing of a fresh chilled item)

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. 

Self-Collection & Shopping At Our Warehouse

Note, 8 April 2020: Please note that we have suspended walk-ins at the warehouse to minimize contact between you and our staff. Please make all purchases online only. We seek your cooperation, please. 

We are located at Win5, 15 Yishun Industrial Street 1, #01-26, Singapore 768091.

Opening Hours:

Mondays to Fridays:  10AM to 6PM
Saturdays: 10AM to 4PM

We are closed on Public Holidays (unless otherwise stated).

Note, 8 April 2020: Please note that we have suspended walk-ins and self-collections at the warehouse as per the Government's guidelines for Online Retail during the Circuit Breaker. We seek your cooperation, please. 

Certainly. You are welcome to make a purchase at the warehouse! But please note that we may not have everything at the warehouse as stock move out of our warehouse very quickly and may be unavailable during your visit.


We currently accept only Cash, PayLah! and PayNow. 

Note, 8 April 2020: Please note that we have suspended walk-ins and self-collections at the warehouse as per the Government's guidelines for Online Retail during the Circuit Breaker. We seek your cooperation, please. 

Please drop us an email (enquiries@zairyo.sg) with your order number to inform us when your next pick-up date is. 

Please note that if you've placed an order of a perishable air-flown item, we will fly it in on a day that is the closest to your initial selected date. We are unable to exchange or replace a "new" one if you miss your pick-up date. 

We are not liable for any changes in quality (especially vegetables) if you miss your pick-up date. There will be no refunds or exchanges on air-flown items if you miss your pick-up date should you decide to cancel.

Please note that all uncollected orders will be forfeited without a refund after 3 days from your stated self-collection date. This is effective as of 1 Jan 2018. 

Payment

We accept all major debit and credit cards from Visa, MasterCard, Discover and American Express credit cards. You may also choose to pay using PayPal.

We also accept DBS/POSB internet banking transfers, ATM transfers, PayLah! or PayNow. 

After order has been placed, you can transfer the amount via Internet Banking, ATM Transfer, PayLah! or PayNow.

Payment details are as follows: 

Internet Banking / ATM Transfer: 

Payment via Internet banking or ATM transfers can be made through to: DBS Current Account: 003-929362-3 

PayLah! / PayNow

Enter Zairyo's proxy ID: 201432143D on your PayNow/ PayLah! app to make payment

Please drop us an email at enquiries@zairyo.sg on the 1)Transfer reference number, 2) Order ID and 3) Preferred day of delivery and time slot once you have done the payment transfer so our team can make arrangements for you. 

Please note that your order will only be confirmed and processed once we have confirmed the payment. We are not liable if you don't make the payment before the air-flown deadline. 

Yes! We also accept DBS/POSB internet banking transfers, ATM transfers, PayLah! or PayNow. 

After order has been placed, you can transfer the amount via Internet Banking or ATM Transfer. 

Payment details are as follows: 

Payment via Internet banking or ATM transfers can be made through to: DBS Current Account: 003-929362-3 

Payment via PayLah! or PayNow can be made through to: 201432143D

Please drop us an email at enquiries@zairyo.sg on the 1)Transfer reference number and 2) Order ID.

Please note that your order will only be confirmed and processed once we have confirmed the payment. We are not liable if you don't make the payment before the air-flown deadline. 

Sorry, we don't accept cash on delivery. Orders are only confirmed and processed upon payment. 

Zairyo uses OpenCart for our shopping cart, and they provide a fully secured shopping cart which is Level 1 PCI compliant and uses 128 bit SSL encryption to ensure that credit card data is secure.

Zairyo uses PayPal and Stripe as our trusted payment gateways.

PayPal is the safest and securest payment gateway on the internet for all our debit, credit and paypal transactions. PayPal is an American international e-commerce business allowing payments and money transfers to be made through the Internet. Paypal is one of the most widely use payment processing for online vendors. To learn more about PayPal’s security, visit https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security

Stripe is a global online payment processor that is trusted by thousands of businesses across the globe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we make use of best-in-class security tools and practices to maintain a high level of security at Stripe. To learn more about Stripe's security, visit https://stripe.com/docs/security/stripe

Note, 8 April 2020: Please note that we have suspended walk-in purchases at the warehouse as per the Government's guidelines for Online Retail during the Circuit Breaker. We seek your cooperation, please. 

You're welcome to swing by our warehouse to get any item that is tagged 'Available Everyday'. We do not stock air-flown items, such as Uni (you may try your luck and call to check if we've got extras!) 

It is advised that you place your order beforehand to reserve the item before coming by as the item might be reserved at the warehouse upon your arrival. 

Please note that we currently only accept Cash, PayLah! and PayNow at the warehouse. 

Discount/Promo Codes

You can enter the discount/promo code under 'COUPON' right below the Comments Box for your order. 

We're sorry but discount codes are non-refundable. You may apply the discount code to your next order or to your add-on order. 

Zairyo Insider Loyalty Rewards Program

Zairyo Insider is Zairyo’s very own exclusive members-only community and rewards program that is free for anyone to join.

You are automatically a Zairyo Insider when you create an account and make a purchase. Every new member starts from Insider tier and earn 1 point for every dollar spent. These points can be accumulated to offset future purchases!

 

It’s easy – just create an account and make your first purchase to start earning points!

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Points accumulated can be used to offset future purchases. As you climb the ranks, you’ll get to earn points quicker with every dollar spent! 

There may also be special members-only exclusive sales and deals that are only viewable when you are logged in.

Chart

Every new member starts from Insider tier and earn 1 point for every dollar spent.
Silver tier members ($3000 and above) earn 1.15 points for every dollar spent.

Gold tier members ($8000 and above) earn 1.25 points for every dollar spent and get exclusive discounts off selected products.
Diamond tier members are by invite only and earn 1.4 points for every dollar spent and get exclusive discounts off selected products.

Create an account and make a purchase! Every dollar spent = 1 point.

Please note the following:

1. If you have chosen PayLah/PayNow/Bank Transfer as a payment method, the points will only be credited to you once we have verified your payment.

2. You won't receive points on an order that you utilized the points on.

3. Delivery and re-delivery charges don't qualify for points.

4. If you didn't log in or create an account, you won't receive the points. 

The points are accounted for based on your lifetime spend. Please view the below for the tiers.

Chart

Using your points to offset your purchases doesn’t deter your advancement to the next level. You will advance to the next tier based on the total spent on Zairyo.

No, Using your points to offset your purchases doesn’t deter your advancement to the next level. You will advance to the next tier based on the total spent on Zairyo.

Log in to your account, then click here.

 

You might not have logged in when you were placing an order OR you didn’t create an account when/before you place your order OR you have chosen PayLah/PayNow/Bank Transfer as your payment method (the points will be credited to you right away once we have verified your payment)

Please note that if you have used your points on an order, you won't earn points from that order. 

Fill up this form: http://tiny.cc/zairyopoints and let us work our magic!

We’ll peg the points to your order in 3~5 working days once you have filled up the form.

If you have previously made a walk-in purchase at our warehouse but not logged in, we will not be able to peg the points to that order.

If you’ve used your points to offset an order, you will not earn points from that order.

Delivery and re-delivery fees are not eligible for gaining points.

Points are non-refundable and non-exchangeable for cash, credits or vouchers. We are sorry to see you go though!

 

No. Please use it on your next order. 

Points will be deducted from your account for the following reasons:

1. We have refunded you on an item.

2. We have cancelled your order

If points are not reflected correctly for reasons not listed above, please drop us an email.

Please read the full terms and conditions of the Zairyo Insider Program here.

1. Log in to your account or create an account if you don't have one. (YOU HAVE TO LOG IN)

2. Go to the Cart page once you are done shopping. 

3. Follow these steps

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