FREQUENTLY ASKED QUESTIONS
Q: Are the products halal-certified?
Most of the products listed are not halal-certified unless indicated. However we are working hard to ensure that we fits the taste buds of the Community and we will update in times in near future.
Q: Can I return the items?
We are unable to accommodate returns as our products are perishable items.
Q: Can I cancel an order if I have change my mind?
A request for cancellation can only be put up before confirmation of the despatch or 24 hours before the delivery date, whichever is earlier.
Q: What if I've received the wrong order?
All orders will be checked twice before despatch. We encouraged customers to check through your order upon reception. In any case of a wrong order, please contact us immediately via email@example.com.
Q: When do you deliver?
We deliver only on Tuesday and Thursday from 2.00pm to 8.00pm excluding Public Holidays.
Q: Is there any delivery fee?
Yes. Free Delivery for Orders above S$200 otherwise a flat delivery fee of S$9.00 will be charged per order. A re-delivery/ re-schedule fee will be charged at S$14.00 per trip.
Q: Is any there cut-off timing/ day that I need to adhere to?
Yes. The cut-off timing and date is as following:
- Tuesday Delivery will be on Monday, 10am.
- Thursday Delivery will be on Wednesday, 10am.
Q: Can I request for other delivery slots/ days?
Unfortunately, we are unable to accommodate this arrangement at the current moment however we will be working hard to open up more delivery slots/ days in the near future.
Q: What if I will need to re-schedule my delivery?
A re-delivery/ re-schedule fee will be charged at S$14.00 per trip. Piggyback will not be responsible for the quality of the products in any case of re-delivery or re-schedule.
Q: What if there is no one at home to receive the order?
Please ensure you have someone available at the delivery address to collect the order otherwise re-schedule/ re-delivery fees applies. Please check your order upon reception and let us know within 36 hours if you would like to request for a refund. Piggyback will not be responsible for the quality of the products in any case of re-delivery or re-schedule.
Q: Can I self-collect my order?
Self collection is not available at the current moment.
Q: Can I make changes to my order?
As soon as you completed the payment, no changes to the order will be allowed.
Q: What if there are damaged, defective and missing items from my order?
We encouraged customers to check through your order upon reception. In any case of damaged, defective and missing items, please contact us immediately via firstname.lastname@example.org. Please check out our Refund Policy on the steps to take and also note that products delivered after 36 hours are not subject to any refund/ exchange.
Q: Can I request for a refund?
Yes, Piggyback will evaluate the refund request on a case-by-case basis. Please check out our Refund Policy for details. Do note that products delivered after 36 hours are not subject to any refund/ exchange.
Q: How long will the refund process takes?
Piggyback will evaluate the refund request on a case-by-case basis and will reply within five (05) working days from the date of email sent. Piggyback will notify you once we approve the refund. Depending on the bank's processing time, it can take anywhere from 5-30 business days to show up on your bank account. Please check out our Refund Policy for details.
Q: Do you ship overseas?
No. Due to circumstances and restrictions, we are only able to deliver within Singapore (excludes restricted zones).
Q: What are the shelf lives of your products?
For products listed under the Nearly-Expired, Uglyfood, Sales items are considered excess/ ugly food (with blemish) and are encouraged to be consumed within 1 to 3 days max. For the other products, please consume before the best before dates and adhere to the storage instructions listed on the packaging or product page.
Q: How is my order stored and delivered?
We uphold the utmost priority of our customers' healthy and safety thus we store and transport products in accordance with market standards and regulations to ensure food safety.
Do reach out to us at email@example.com if you would like us to answer some of the questions not listed in the FAQs.