SHIPPING INFO

Why is the Shipping Cost Higher Than Expected?

You've raised a valid question, and there are several reasons why our shipping costs might appear higher than expected.

Firstly, the shipment of perishable items poses challenges, and currently, we have limited options in selecting courier companies willing to handle nationwide deliveries for such goods. As a result, we are reliant on a single courier service capable of providing this specialized service.

Secondly, we take great care and invest significant effort and materials to ensure that each order is meticulously packaged. Our dedicated team works tirelessly to guarantee that your order reaches you in perfect condition.

Let me walk you through our order processing procedure:

When an order is received, two key individuals play essential roles: the Picker and the Packer.

The Picker is responsible for selecting all the items required for the order from our warehouse. These items can be retrieved from our freezer, fridge, or dry goods store. Once the items are collected, the Picker assembles the order.

Next, the Packer takes over and thoroughly checks each item against the packaging slip. They pay close attention to the quality of each item, examining factors such as fruit blemishes, dents in tins, and expiry dates.

Once the items pass the rigorous quality checks, they are categorized into three groups: Frozen, Chilled, or Ambient products.

Regarding our packaging materials, we utilize a variety of options based on the specific product category:

1. Frozen Goods: Currently, our frozen items are packaged in poly boxes, but we are actively exploring more Eco-friendly alternatives. Each shipment includes recyclable ice packs and dry ice, maintaining a temperature of -63 degrees during transit. We've recently enhanced our shipping process to guarantee that your frozen goods arrive at your doorstep in their original state, accompanied by special ice to preserve their freshness.

   Going forth,any frozen orders purchased after Thursday deliveries are dispatched, or before Tuesday of the upcoming week will be scheduled for delivery on Thursday. Orders placed beyond that timeframe will be delivered the following week, also on Thursday.

2. Chilled Products: These items are carefully wrapped in special air-filled recyclable paper, alongside recyclable gel packs, effectively creating a temperature-controlled environment similar to a refrigerator.

3. Ambient Products: Generally, these products do not require any special packaging. For instance, items in glass containers are wrapped securely with padded paper or bubble wrap if necessary.

We make a conscious effort to recycle the packaging materials we receive from our suppliers, ensuring that nothing goes to waste.

Now, let's talk about the time it takes to package an order:

The duration varies depending on the nature of the items and the required materials for secure and safe travel. For instance, packaging an ambient order may take about a minute and a half, while a mixed order could take up to half an hour. On average:

• Packaging 5+ items from various categories typically takes 8-10 minutes.
• Packaging 10+ items from various categories generally takes 15-20 minutes.
• Packaging 15+ items from various categories usually takes 20-30 minutes.

Our average packing time tends to be around 16 minutes.

We hope this explanation sheds light on why shipping costs might seem higher, as we prioritize quality, care, and the safe delivery of our perishable products to your doorstep.

Order Confirmation:

Once you place an order, you will receive a confirmation email or text to acknowledge your purchase. Our team promptly initiates the preparation process right after verifying the order. Due to the swift time frame involved, making changes or cancellations can be challenging, but we will make every effort to accommodate your request.

Order Processing:

Typically, we require 1 business day or within 24 hours to process your order from the time it is received. During this phase, we book package collection with our courier service.The first message you'll receive from us will be an automated one for label creation, primarily for tracking. After the package has been picked, packed, and collected by the courier, you will receive a second message alerting you of the delivery date and day.

Shipping:

We strive to deliver your order within 48 hours after the processing time. We waste no time in fulfilling your order and sending it to the courier for next-day delivery, depending on the chosen delivery method. It's important to note that personalized or custom products like clothing and certain home decor items may require additional time as they are handmade. However, we assure you that there will be constant communication and updates at every stage of your order. Keep an eye on your tracking information during this phase to ensure you don't miss the delivery.

Shipping on Weekends:

We exclusively ship orders from Monday to Friday. Nonetheless, deliveries on weekends may occur depending on the courier service we use at the time. For instance, if you place an order on Monday, it will be processed and shipped on Tuesday, with delivery scheduled for the following day, based on your chosen shipping method during checkout. Orders placed on the weekend will be processed and shipped on the following Monday.

Shipping Fees:

During checkout, shipping fees are calculated based on the weight of your order.