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Self-Collections Guidelines

Self-Collections Guidelines

Upon multiple checks with relevant Government agencies and getting the safe distancing measures in place, we will be resuming Self-Collections effective from 15 May 2020 (we know, it's been a while).

 

However we'd like to ask for some minutes of your time to read the guidelines before swinging by our warehouse as we will following these rules strictly for the safety of our team and other customers who will be around.

 

Please note that we reserve the right to refuse sale or entry to anybody not abiding by these guidelines. 

 

We take these safety measures very seriously, and all these are for the sake of our team's and our customers' health. We seek your cooperation and understanding during this time. 

 

Self-collection is strictly only on week days, Mondays to Fridays, from 4PM to 8PM only. Please note that if you come earlier than the stated time, you will have to wait. 

 

GUIDELINES:

1. Please make your purchase online ONLY, select your collection date and come ONLY on the selected date. This is for us to track the in-and-outs of customers on a daily basis. Do not come to our warehouse earlier than the stated date and time, your order will not be available for collection.

2. We will be limiting the number of collections in a day to minimize contact. If you are unable to select a date, please select another. Do not pick any date and come to our warehouse earlier than the stated date and time, your order will not be available for collection.

3. If you have already placed an order online before this, please reply to the order confirmation email that was sent to you if you wish to self-collect from our warehouse and wait for a confirmation from our team on the collection slot. Emailing us is NOT A CONFIRMATION. If your order consists of air-flown items, you won't be able to collect it if we haven't flown it in for you anyway. 

4. We won't be allowing any sale at the warehouse. All purchases have to be made and paid online

5. Only one member per family is allowed to pick-up from our warehouse. Please do not bring your whole tribe. 

6. Visitors who don't put on their masks properly and/or disregard safe distancing will be asked to leave our premises and surroundings

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SELF-COLLECTION FAQ

"Is there a minimum for collection?"

ANS: There is a minimum of $12 to make a purchase on the website.

"I have selected PayLah!/PayNow/Bank Transfer but haven't paid. Can I pay you at the warehouse?"

ANS: No. Your order is not confirmed and processed if you have not made payment. Please make your payment 48 hours prior to your collection date.

"Can I select any date and come today?"

ANS: No. We need time to process and pack your order. We are also capping the number of visitors at our warehouse. 

"I have made an order for delivery, can I come and pick it up myself?"

ANS: Yes. Please reply to the order confirmation email that was sent to you if you wish to self-collect from our warehouse and wait for a confirmation from our team on the collection slot. Emailing us is NOT A CONFIRMATION. If your order consists of air-flown items, you won't be able to collect it if we haven't flown it in for you anyway. 

"I'm already at your warehouse. Can't I just add-on something / look around?"

ANS: We're sorry but we won't be accepting any purchases at the warehouse. Please only make your purchase online. We'll be happy to have you look around once the Covid-19 situation is over, but not now :(

"What happens if I miss my self-collection date?"

ANS: If you can't pick up your order today, please inform us of your next pick-up date (within the next 2 days). 

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. 

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We thank you for your cooperation, and we hope to welcome everyone when the situation gets better. In the meantime, let's do our part because we are in this together. 

**Orders that have selected Self-Collection and still ask for delivery on dates that are already full/don't qualify for free delivery will be voided without notice. Refunds will be made to your original mode of payment within 24~48 working hours.**

P/S: Not a guideline, but a gentle reminder to keep the young and eldery at home. 

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