Frequently Asked Questions
Ordering and Payment
Is there a minimum order to be fulfilled?
Is there a minimum order to be fulfilled?
- Orders below $138, delivery fee is $15
- Free delivery for orders $138 and above
- Minimum order amount for CNY ordering period is subjected to changes.
What are the modes of payment available?
What are the modes of payment available?
We accept Paynow & Credit cards through Shopline payment gateway. Do take note that a 3% transaction fee will be levied on all credit cards transactions.
How do I redeem my points and rewards?
How do I redeem my points and rewards?
Points and rewards can be redeemed using the available balance. Redemption can be done through the Rewards page in your profile or via the rewards widget at the bottom right of the website.
What is the minimum days for orders to be delivered?
What is the minimum days for orders to be delivered?
The minimum order duration is 1-2 days. Eg. Place and Pay for your order on Monday by 11:30pm, you will receive the items on Wednesday, depending on slots availabiliy. Special cut-off timing will be announced on the top bar of the website in red.
Can I make special request to my orders?
Can I make special request to my orders?
Kindly use our website messaging function (WhatsApp), during office hours, Mon-Sat 10am to 6pm (PH is closed) Do take note, special requests may be subjected to surcharge.
What are your office hours?
What are your office hours?
Our operating hours are 10am to 6pm, Mondays to Saturdays, (PH is closed)
How do I know my order has been processed?
How do I know my order has been processed?
You will received a confirmation email regarding your order. Any queries kindly use our website messaging function (WhatsApp) with your order number to during Mon-Sat 10am to 6pm (PH is closed).
Can I add or remove items on my orders?
Can I add or remove items on my orders?
Amendment to orders can only be made 48 hours before delivery date. For Chinese New Year orders no changes can be made once the order has been processed. You need to place a separate new order.
I need to cancel my order?
I need to cancel my order?
Cancellations must be made at least 48 hours before the delivery date; otherwise, a $20 surcharge (incl. GST) applies. Credit card payments incur a non-refundable 3% transaction fee. To cancel, kindly use our website messaging function (WhatsApp).
Can I change the date or time of delivery after I have made the order?
Can I change the date or time of delivery after I have made the order?
We may assist to postpone the delivery date, up to 7 days later upon availability. Amendment to an earlier date will not be allowed. Any date change request must be informed 24 hours prior to the delivery date. Otherwise, there will be a charge of $7 for the change in the delivery date. Please kindly contact our office +65 6481 1088 or use our website messaging function WhatsApp.
What if the products packaging is damaged?
What if the products packaging is damaged?
It's our policy to tally and check the products once you receive them from the deliveryman. We will not be held responsible once the deliveryman leaves or if you choose not to proceed with the checking. For feedback on this issue, please kindly email us at sales@joohwafood.com.sg or use our website messaging function WhatsApp.
One or more of the products I ordered did not arrive?
One or more of the products I ordered did not arrive?
So sorry about it! We strive to inform you beforehand if an item you have ordered becomes unavailable before we deliver your order to you. Please be assured that you will not be charged for products that you did not receive. Please check your final invoice to ensure that it has not been included in your total charge. However, if your final invoice reflects that you have been charged for the missing item(s), please contact +6564811088 or use our website messaging function (WhatsApp) during working hours. You will receive a refund on your original method of payment within 24 Hours (Paynow), up to 14 days for Credit Card payments.
Why does the item I received look different from the one on the website?
Why does the item I received look different from the one on the website?
Our company or suppliers may change the country of origin or packaging of their products. We will try to ensure this information is reflected in the online store, but there may be instances where the country of origin or packaging of product received will be different from what is being displayed on the website. In addition, the best by date on the images on the website do not represent the actual best by dates of the products.
Can I download and use the photo on your website?
Can I download and use the photo on your website?
Please note that the images on our website belong to Joo Hwa Food Manufacturer. You can write in to sales@joohwafood.com.sg for usage permission.
Delivery
What are your delivery timing?
What are your delivery timing?
We deliver 7 days a week, Monday to Sunday 11am-6pm. For weekend, public holidays or special occasions eg. Mother's day, the delivery timing will be up to 7.30pm. Please select specific-delivery time to ensure the order arrives on time if you are having it on the same day. **Specific-delivery time charges applies**
Do you deliver to my neighbourhood?
Do you deliver to my neighbourhood?
We deliver to most addresses in mainland Singapore, except those areas where vehicles are prohibited.
Can I request for a specific time for delivery?
Can I request for a specific time for delivery?
Our delivery schedule will be within the time slot you have selected. The Standard Delivery selection will be free if your orders met the requirements of free delivery. If you requires Specific delivery time, please kindly select the relevant time-slot available and additional charges indicated applies. Example: (Please kindly deliver my product at or before XX:XXam/pm)- Kindly Select relevant time-slot thank you. **Do Take Note, all requests for specific time of delivery entered in the notes column will not be accepted.
What if I'm not home for the delivery?
What if I'm not home for the delivery?
- If you know that you will not be home for your delivery at least 24 hours ahead of time, please call our hotline or use our website messaging function (WhatsApp) to change your delivery day/time.
- If you are not at home for your delivery without any prior notice (acknowledged by our team), Joo Hwa Food reserves the right to charge you a restock fee of $10 in addition to the cost of fresh and frozen items in your order that cannot be restocked.
- Joo Hwa Food reserves the right to deny future services to customers who are repeatedly absent for their deliveries.
I couldn't rush back on time to receive the delivery, can I request to leave the order outside my house?
I couldn't rush back on time to receive the delivery, can I request to leave the order outside my house?
Please kindly use our website messaging function (WhatsApp), indicate that you request the delivery to be left outside the house and acknowledge that we will not be held responsible for any missing or defrosted item. For re-delivery at another timing, please kindly contact the office at 6481 1088. A re-delivery fee of $15 will be charged.
My order is not delivered yet, what should I do?
My order is not delivered yet, what should I do?
If you haven't received your order within the confirmed delivery time-slot, please kindly contact our office at +65 6481 1088 or use our website messaging function (WhatsApp) with your Name and Order ID. We will reply to you as soon as possible.
