FAQ & Help Center
ABOUT US AND OUR PRODUCTS
9AM TO 6PM
+65 6741 0911
WHERE ARE OUR PRODUCTS FROM?
We take pride in the quality of our products so all our products are imported via air and sea directly only from japan.
WHAT IS THE MINIMUM SHELF LIFE OF OUR PRODUCTS?
Japanese products are known to have shorter than usual shelf life, especially for their snacks and condiments! As a general guide, you can follow the breakdown below for the respective categories.
- Canned food: at least 6 months
- Condiments: at least 2 months
- Confectionery: at least 1 month
- Bottled drinks: at least 2 weeks
- Instant meals: at least 1 month
- Snacks: at least 1 month
HOW DO YOU BUY FROM US?
Create an account with us, add your items to cart, select your preferred delivery day and time slot and make payment. Once we’ve verified your order and payment, we’ll send you a confirmation and you’re good to go!
Alternatively, you are welcome to pop by our warehouse to make your purchase too. However, as it can get busy in the warehouse, it is advisable to make an appointment with us prior to your visit so we can ensure that someone attends to you.
IS CREATING AN ACCOUNT A MUST?
Yes please, we would love to be able to send you updates on the latest promotions and releases.
WHAT TO DO IF YOU WANT TO ADD ON TO YOUR ORDER?
We’re happy to add on any additional items as long as we receive the new order 48 hours before your scheduled delivery slot. Just indicate your previous order number in the remarks column upon checkout and our friendly team will handle the rest. You can also send us an email separately as an added assurance!
WHAT HAPPENS IF I WANT TO CANCEL MY ORDER?
We’re sorry if it does come to that and we sincerely hope you’ll re-consider!
Otherwise, please inform us about your order within 24 hours upon receiving the confirmation email and we will process the refund within 7 working days.
Any cancellation requests received after 24 hours, will be handled on a case by case basis and may not be refunded in full.
HOW WILL YOU KNOW THE STATUS OF YOUR ORDER?
Upon checkout, you will receive an automatic email notification informing you that we are in the midst of processing your order. Once our team has verified that payment is made, we will send another email informing you on the status of your order.
WHAT DELIVERY OPTIONS DO WE HAVE?
Prior to the payment page you will have the option to choose for your order to be delivered to you at a fee of $5 for orders below $50. Please indicate your preferred day and time slot and we will arrange your order to be delivered within 3 to 5 working days.
Alternatively, you can also choose to collect at our warehouse if you happen to be in the area (no where is too far in singapore!).
We are located at 5 kallang pudding road, Isetan Warehouse #03-01 (s) 349309. Our opening hours are mondays to fridays, 9am to 6pm.
WHAT DAYS DO YOU DELIVER?
Mondays to Fridays
9am to 6pm
WHAT HAPPENS IF YOU’RE NOT HOME WHEN WE DELIVER?
Our delivery team will text when they are on their way to you and call upon arrival. Please ensure that someone is present to receive the delivery or authorize us to leave the delivery at your door (or your neighbor if they’re home!).
If our team can’t reach anybody, we will wait for 10 minutes before leaving for the next location. We will then contact you as soon as we can to arrange for a re-delivery. However, we will need to charge a re-delivery fee of $5 for this.
I HAVE NOT RECEIVED MY ORDER, WHAT CAN I DO?
We apologise for any unforeseen delay! Please drop us an email at firstname.lastname@example.org with your order number and we will update you as soon as we can. Thank you for your patience!
HOW WILL OUR ORDERS BE PACKED?
Upon receiving your order, our warehouse team will handpick and pack the items into a carton box with the necessary protection required to maintain the condition of your items.
Temperature sensitive items such as chocolates will not melt in room temperature. However, in case we have to leave your items outside your house, we will provide some ice bags to keep the product cool temporarily. However, this will only last for a maximum of one to two hours, depending how unforgiving the weather decides to be that day.
THERE’S A PROBLEM WITH MY ITEMS RECEIVED
We handle every single product with 100% care during picking and a thorough screening process is in place during the packing stage to ensure that the condition of your item is not damaged.
However, in the off chance that we might slip up (we’re human, forgive us in advance please!) and there’s any dissatisfaction with your purchase, please contact us within 12 hours from receiving your items and we will do our best to make it right for you.
Send us an email (email@example.com) with the following and we will respond as soon as we can.
- Email subject: problem with (order number)
- Clear photos of the product
Please note that we are unable to process any refunds for the following reasons:
- Change of mind
- Change in product packaging