FREQUENTLY ASKED QUESTIONS
ORDER & PAYMENT
How do I order from COO Foods?
You may purchase from COO Foods as a guest or with a registered account. Having an account facilitates faster login and check outs. "Register" here.
See "How to Buy" for a detailed guide on how to place orders.
What are the modes of payment?
- Pay Now
- Visa, Mastercard or American Express
- Apple Pay
Can I amend my order after I have placed it?
You will be notified via email once your order is submitted and 1 day before your confirmed delivery. We regret that no amendment or cancellation to an order is allowed once an order is submitted.
DELIVERY & SELF COLLECTION
Does COO Foods ship internationally?
No. We currently deliver only to addresses within mainland Singapore (including Sentosa Island).
What are your delivery timings and fees?
See "Delivery & Self Collection" for a detailed guide on mode of delivery, order value, delivery time and fee.
Minimum purchase for all delivery is $30 per order. See screenshot at https://coofood.com/cart below.
You need to select a mode of delivery per order: URGENT, STANDARD or SELF-COLLECTION. Please remember to select the right option before you click 'PROCEED TO CHECKOUT’.
Why can't I select certain dates when I try to cart out?
If you are unable to pick a slot, that means that slot has already been fully booked and is no longer available. There are a limited number of delivery slots per day depending on available warehouse personnel and delivery drivers available each day.
How do I receive my delivery order?
We observe contactless delivery but will require you to answer the door and receive your order.
Can I request for my orders to be left outside my door?
Yes, we can leave your order outside your door if you make this request during order submission. Please ensure to state this request in the note to your order.
We appreciate your understanding that we will not be liable for any loss, theft and damaged items, especially frozen and chilled items (e.g. ice cream). See "Delivery & Self Collection".
Can I change the delivery address?
Yes, provided the request is made not later than 48 hours prior to delivery. Please note any changes in the delivery address may cause delay and the delivery date to be rescheduled.
Can I reschedule the delivery?
Yes, provided the request is made not later than 48 hours prior to delivery. Please note the order will be subjected to additional surcharge according to delivery time & fees schedule above.
What should I do if I missed the delivery?
To arrange for redelivery, please contact us within 2 days (excluding Sundays & public holidays) from original delivery date. If you fail to arrange for the redelivery within the period stated, we will cancel the order and you will be charged a cancellation fee of $10.00.
Please note that there will be a redelivery charge of $8.00 (inclusive of GST).
I have not received my order.
If you have not received your order within the delivery time frame as per the notification email, please contact us via the Help Center.
Can I make any changes to my order that is for Urgent delivery?
No changes whatsoever can be made to Urgent deliveries once an order is submitted.
I want to self-collect my order.
Please select Store Pickup and choose preferred date & time for self-collection before you proceed to checkout. Collect your order from our warehouse located at 1 Bukit Batok Crescent, #06-55. WCEGA Plaza. Singapore 658064.
See "Delivery & Self Collection".
Can someone collect my order on my behalf?
Yes. Please share your notification email for self-collection with your proxy, who will be required to show this email confirmation at the time of self-collection. Print copy is not required. See "Delivery & Self Collection" for details.
I don't have a cooler bag for the frozen / chilled products that I am picking up.
Presently, we do not supply cooler bags.
We strongly encourage you to choose a STANDARD scheduled delivery. See "Delivery & Self Collection" for a detailed guide on mode of delivery, order value, delivery time and fee.
RETURNS & REFUNDS
I have a problem with the product I received.
Email all product related issues to the email address provided in the Help Center within 3 days from the date of delivery of the product. Please provide as much details as you can including images.
Can I return my product?
When we determine that a product qualifies for a valid return, we will refund you the price you paid for the damaged product (i.e. less promotion or discount applied at the time of purchase).
Product sold under the Clearance Corner, are non-returnable and non-refundable.
If you have requested for your order to be left outside the door of the delivery address, we appreciate your understanding that we will not be liable for any loss, theft and damaged items, especially frozen and chilled items (e.g. ice cream). See "Delivery & Self Collection".
I received an email telling me I was given a refund, but I have not gotten my money back yet!
If you paid by credit card or Apple Pay, the refund can usually take 7-14 working days to go back into your account. The reason it can take so long is because both our provider and the bank that issued your card need to process the refund. The refund will be reflected in your card statement, depending on the bank's billing cycle.
If you paid via PayNow, the refund will be processed within 2-3 working days.
We seek your patience and understanding.
How do we contact you?
See "Help Center" to submit a feedback or suggestion.