Frequently Asked Questions
Delivery
Does Mr Joy's offer free delivery?
Does Mr Joy's offer free delivery?
Yes. Free delivery on orders $69 and above. Orders below $69 have a $5 delivery fee. We deliver islandwide across mainland Singapore.
How soon can I get my order?
How soon can I get my order?
Our delivery lead time is 2 days. Order and pay by 2.30pm and you will receive your items 2 days later — for example, order by 2.30pm on Monday and your delivery arrives on Wednesday, subject to slot availability. Special cut-off timings are announced on the top bar of our website.
What is the minimum order during Chinese New Year?
What is the minimum order during Chinese New Year?
During the Chinese New Year ordering period, minimum order is $98 with a $15 delivery fee, and free delivery applies to orders above $138. Outside the CNY period, our usual $69 threshold applies.
What are your delivery timings?
What are your delivery timings?
We deliver 7 days a week, 11am to 6pm. On weekends, public holidays and special occasions such as Mother's Day, delivery may extend to 7.30pm. Specific time slots are available for an additional charge.
Can I choose my delivery date?
Can I choose my delivery date?
Yes. Date selection is available at checkout.
Can I request a specific delivery time?
Can I request a specific delivery time?
Yes. Please select your preferred time slot at checkout — additional charges apply. Standard delivery remains free when your order meets the free delivery threshold. Requests typed into the notes field cannot be accepted.
Do you deliver to my neighbourhood in Singapore?
Do you deliver to my neighbourhood in Singapore?
We deliver to most addresses in mainland Singapore. We do not deliver to Jurong Island, Tuas, or restricted zones where vehicles are prohibited.
How do you keep food cold during delivery?
How do you keep food cold during delivery?
Orders are packed in foam boxes or insulated cooler bags with ice packs. Please refrigerate or freeze everything as soon as it arrives.
What if I am not home for the delivery?
What if I am not home for the delivery?
- If you know you will not be home, please call +65 6481 1088 or message us on WhatsApp at least 24 hours ahead to change your delivery day or time.
- If you are not home without prior notice, a restock fee of $10 applies, plus the cost of any fresh or frozen items that cannot be restocked.
- We reserve the right to decline future deliveries to customers who are repeatedly absent.
Can I ask you to leave my order outside?
Can I ask you to leave my order outside?
Yes. Please message us on WhatsApp to authorise this and to acknowledge that we cannot be held responsible for missing or defrosted items. If a re-delivery is needed instead, call +65 6481 1088 — a re-delivery fee of $15 applies.
My order has not arrived. What should I do?
My order has not arrived. What should I do?
If your order has not arrived within the confirmed time slot, please call +65 6481 1088 or message us on WhatsApp with your name and Order ID. We will reply as soon as we can.
Self-Collection & Outlets
Do you offer self-collection?
Do you offer self-collection?
Yes. Select Self-Collection at checkout, then collect from our factory at 15 Woodlands Loop #01-15, Singapore 738322. Collection hours are 9.30am to 5pm, Monday to Saturday.
Can I walk in to the factory outlet?
Can I walk in to the factory outlet?
Yes. Our factory outlet at 15 Woodlands Loop #01-15, Singapore 738322 is open 9.30am to 5pm, Monday to Saturday. Please note that factory retail purchases are PayNow only.
Where can I buy Mr Joy's products in Singapore?
Where can I buy Mr Joy's products in Singapore?
Order online at joohwafood.com.sg with islandwide delivery, or visit our retail outlets at Jurong West (Blk 505 Jurong West St 52, #01-61) and Woodlands (Blk 15 Woodlands Loop, #01-15). See our outlets page for details. Our products are also available on Lazada RedMart and FairPrice Online.
Are outlet promotions the same as online?
Are outlet promotions the same as online?
Not always. Some deals are in-store only and others are online only. Sign up as a member or follow us on social media to hear about offers first.
Products & Ingredients
Is Mr Joy's Supermarket halal certified?
Is Mr Joy's Supermarket halal certified?
No. Mr Joy's Supermarket and Joo Hwa Food Industries are not halal certified — our factory handles pork, and our storage and delivery are not certified. Some third-party brands we carry hold their own halal certification, but we cannot guarantee halal handling through our facility.
Do Mr Joy's products contain preservatives?
Do Mr Joy's products contain preservatives?
No preservatives are added to Mr Joy's products made at our Singapore factory, including our fresh and frozen yong tau foo, prawn rolls, fish balls and fishcakes. Because nothing is added, fresh items have a naturally shorter shelf life. Third-party brands we carry are not covered by this — please check their packaging.
Do Mr Joy's products contain MSG?
Do Mr Joy's products contain MSG?
Most do, listed on ingredient labels as flavour enhancer 621. Products made without added MSG have (No MSG Added) in the product name — currently Frozen Premium Fresh Taokee, Frozen Mini Tofu Puff, Frozen Premium Fish Taopok and Frozen Premium Fish Roll.
Where are Mr Joy's products made?
Where are Mr Joy's products made?
Mr Joy's yong tau foo is made at our own ISO22000-certified factory at Blk 15 Woodlands Loop, Singapore. For third-party brands we carry, country of origin is printed on the packaging.
Is Mr Joy's Supermarket the same company as Joo Hwa Food Industries?
Is Mr Joy's Supermarket the same company as Joo Hwa Food Industries?
Yes. Mr Joy's Supermarket is the consumer brand of Joo Hwa Food Industries Pte Ltd, a Singapore food manufacturer since the 1970s. We are second-generation family-run and our Woodlands factory is ISO22000 certified.
What products does Mr Joy's sell?
What products does Mr Joy's sell?
Fresh yong tau foo, steamboat ingredients, fish balls, fish cakes, frozen dim sum, handmade dumplings, seafood, meat, soup bases and frozen finger food. We specialise in Singapore-style steamboat and hotpot ingredients with islandwide delivery.
Why does the item I received look different from the website photo?
Why does the item I received look different from the website photo?
Our suppliers may change packaging or country of origin from time to time. We try to keep the website updated, but there may be occasions where the packaging you receive differs from the photo shown. Best-before dates shown in website images do not reflect the actual dates on the product you receive.
Can I use photos from your website?
Can I use photos from your website?
Images on our website belong to Joo Hwa Food Industries. Please write to sales@joohwafood.com.sg for permission to use them.
Storage & Shelf Life
How long do Mr Joy's products last?
How long do Mr Joy's products last?
Fresh items keep 3 to 4 days chilled. Frozen items keep 3 to 12 months depending on the product — the exact shelf life is listed under Product Information on each product page.
How should I store my order?
How should I store my order?
Freeze frozen items as soon as they arrive and keep fresh items chilled. Once defrosted, do not refreeze — thaw only what you need for one meal.
How do I store and use yong tau foo fish paste?
How do I store and use yong tau foo fish paste?
Fish paste keeps 3 months in the freezer or 3 days in the chiller. After thawing, mix it by hand until it turns sticky before stuffing or shaping.
Ordering & Payment
What payment methods do you accept?
What payment methods do you accept?
We accept PayNow and credit cards through our payment gateway. A 3% transaction fee applies to all credit card payments. Factory outlet retail purchases are PayNow only.
How do I know my order has been processed?
How do I know my order has been processed?
You will receive a confirmation email. For any queries, message us on WhatsApp with your order number during office hours.
Can I add or remove items after ordering?
Can I add or remove items after ordering?
Amendments can be made up to 48 hours before your delivery date. For Chinese New Year orders, no changes are possible once the order has been processed — please place a separate new order.
How do I cancel my order?
How do I cancel my order?
Cancellations must be made at least 48 hours before the delivery date, otherwise a $20 surcharge including GST applies. Credit card payments incur a non-refundable 3% transaction fee. To cancel, message us on WhatsApp.
Can I change my delivery date after ordering?
Can I change my delivery date after ordering?
We can postpone delivery by up to 7 days, subject to availability. Changing to an earlier date is not possible. Requests must be made 24 hours before the delivery date, otherwise a $7 fee applies. Call +65 6481 1088 or message us on WhatsApp.
Can I make a special request?
Can I make a special request?
Yes. Message us on WhatsApp during office hours. Special requests may be subject to a surcharge.
Refunds & Order Issues
Can I return an item or get a refund?
Can I return an item or get a refund?
Refunds are available for damaged packaging, wrong or missing items, spoiled or expired products on arrival, or payment errors. As these are fresh and frozen food products, we cannot accept change-of-mind returns. Please submit your request within 24 hours of delivery with photos of the product, packaging and order details.
I received the wrong item, or an item is missing. What should I do?
I received the wrong item, or an item is missing. What should I do?
Please contact us within 24 hours of delivery with your Order ID and clear photos, by WhatsApp or +65 6481 1088. You will not be charged for items you did not receive — check your final invoice, and if you were charged, refunds are issued to your original payment method within 24 hours for PayNow, or up to 14 days for credit card.
The packaging was damaged or the product looks spoiled on arrival.
The packaging was damaged or the product looks spoiled on arrival.
Please check your order against the delivery note when it arrives. If there is a problem, contact us within 24 hours with your Order ID and photos, by sales@joohwafood.com.sg or WhatsApp. We are unable to review claims once the delivery has been accepted and the driver has left.
Account, Points & Membership
How do I check or redeem my points?
How do I check or redeem my points?
Log in, open the menu, go to Profile, then View Your Rewards. Select Redeem, choose how many points to use, then Use It Now. Your voucher applies automatically at checkout. You can also use the rewards widget at the bottom right of the website.
How do I sign up for rewards?
How do I sign up for rewards?
Join through our Loyalty Programme page. Members earn points on orders and hear about promotions first.
Are there discounts for first-time customers?
Are there discounts for first-time customers?
Sign up for our Loyalty Programme to receive new member rewards.
Wholesale, Group Buy & Contact
Do you supply restaurants, caterers and businesses?
Do you supply restaurants, caterers and businesses?
Yes. We supply food service customers, caterers and retailers across Singapore, with minimum orders arranged per account. WhatsApp +65 8930 0900 for wholesale enquiries. Joo Hwa Food Industries has over 40 years of manufacturing experience and our factory is ISO22000 certified.
Can we organise a group buy?
Can we organise a group buy?
Yes. Minimum order is $250. WhatsApp +65 8930 0900 to arrange.
How do I contact Mr Joy's Supermarket?
How do I contact Mr Joy's Supermarket?
Call +65 6481 1088, email sales@joohwafood.com.sg, or message us on WhatsApp. Our office hours are 9am to 6pm, Monday to Saturday, closed on public holidays.
