FAQ – Zairyo Singapore

FAQ

Here are our most common questions and all you need to know about Zairyo, but if there is anything that we left out, do drop us an email anytime at enquiries@zairyo.sg 

 

About Zairyo

  1. Who is Zairyo?
  2. How can I contact you?
  3. How do I know it’s safe to shop with you?
  4. What is the delivery policy?
  5. How are we guaranteed that your produce is fresh?
  6. Where are your products from?
  7. What is flash freezing?

 

Getting Started

  1. Do I need to register to order
  2. Do you deliver to my neighbourhood?
  3. Do you deliver overseas?

 

Delivery

  1. Where does Zairyo deliver?
  2. What days do you deliver?
  3. Can I select a specific time to receive my delivery?
  4. What’s the minimum order to receive free delivery?
  5. How many days in advance do I need to order as your products are freshly air flown from Japan?
  6. Oh no, I chose the wrong delivery address! What do I do?
  7. I won't be home during my delivery window; can you deliver my order earlier/later?
  8. What if I want to give an ATL (Authority To Leave) my delivery at my doorstep/security guard/concierge?
  9. What happens if I’m not at home?
  10. Can I pick up my order from your facility?
  11. How will my order be packed and handled?
  12. Who will deliver my order?
  13. How long will my order stay fresh in the delivery boxes?
  14. How can I share feedback about the delivery experience or personnel?

 

Placing an Order

  1. How do I place my order?
  2. What if the product that I have ordered is missed out or not delivered to me?
  3. What if the product I want is not available?
  4. Can I change my order?
  5. What is the status of my order?
  6. Can I specify the weight for the seafood?
  7. Will i be charged for the surplus of seafood that i received?

 

Payment Information

  1. Is Zairyo secure?
  2. What payment methods do you accept?
  3. Do you accept cash or personal cheques?
  4. How do I enter a discount code?

 

 

Who is Zairyo?

Click here

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How can I contact you?
We welcome your comments, suggestions, questions or problems regarding an order. Please include the order number (if any) in your correspondence.

Telephone: +65 8808 0811 (Whatsapp ok!)

Email: enquiries@zairyo.sg

Support Hours:                 

Weekdays 10:00am- 5:00pm

Saturday 10:00am-4:00pm

We are closed on Sunday and Public Holidays

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How do I know it’s safe to shop with you?

Zairyo uses Shopify(www.shopify.com) for our shopping cart, and they provide a fully secured shopping cart which is Level 1 PCI compliant and uses 128 bit SSL encryption to ensure that credit card data is secure.

To learn more about Shopify’s security, visit http://www.shopify.com/pci-compliant

Zairyo uses Paypal Express Checkout, the safest and securest payment gateway on the internet for all our debit, credit and paypal transactions. PayPal is an American international e-commerce business allowing payments and money transfers to be made through the Internet. Paypal is one of the most widely use payment processing for online vendors.

To learn more about Paypal’s security, visit https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security

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What is the delivery policy?

We offer free delivery on all orders placed on our website above $100. If your order is below $100, there is a flat delivery fee of $10 (it was $15! Yay!).

We also ship internationally. 

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How are we guaranteed that your produce is fresh?

We pride ourselves as grocers with integrity. With our long standing relationship with our partners in Japan, we are confident that Zairyo’s products are of the best quality. As we are suppliers to Japanese restaurants big and small in Singapore, we believe that if it is great for them, it would be perfect for households. We commit to a 100% satisfaction guarantee on every purchase. If there is any dissatisfaction with your purchase, please contact us within two days of your delivery date and we will work with you to make it right or issue you a credit. We hope this guarantee allows you to shop with confidence in our quality, and in our commitment to serve you.

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Where are your products from?

Majority of our products are imported or air-flown directly from Japan. Most of the seafood are directly purchased from Tsukiji and flash-frozen before it is flown over to maintain the freshness.

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What is flash freezing?
Flash freezing is a process in which food is very quickly frozen at extremely cold temperatures. In commercial processing, foods are flash frozen so that as many nutrients are retained as possible, and to make sure that the food is as fresh and flavourful as it can be. Sashimi grade fishes has to be flash frozen at -40°C. The process kills parasitic worms that fish are host to but doesn’t break down the flesh, so the meat remains fresh.

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Do I need to register to order?

    Registrations are optional but it would be great if you can sign up so we can update you with the latest promotions and seasonal goods.

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    Do you deliver to my neighbourhood?

      We deliver to all locations in Singapore.

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      Do you deliver overseas?

        We now ship our tableware and dry food items internationally. Unfortunately, we won't be able to ship dry food items to Australia. We are also unable to mail or courier cold food items out of Singapore. Even if we could, would you dare consume them? 

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        Where does Zairyo deliver?

        We deliver to all locations in Singapore.

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        What days do you deliver?

        We deliver from Mondays to Saturdays and you can choose from three delivery time slots during the checkout process.

        These are Slot 1 (10am - 2pm) and Slot 2 (2pm-5pm) and Slot 3 (5pm - 8pm) for Mondays to Saturdays.

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        Can I select a specific time to receive my delivery?

        Unfortunately, our deliveries cannot be made at a specified time. Deliveries will be made according to your preferred time slot selected during the checkout process.

         

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        What’s the minimum order to receive free delivery?

        We offer free deliveries on all orders placed on our website above $100. If your order is below $100, there is a flat delivery fee of $10.

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        How many days in advance do I need to order as your products are freshly air flown from Japan?

        Our air freight comes in twice a week, on Tuesdays and Fridays. For air-flown produce, it is strongly recommended to consume the products on the day itself. Thus, do plan your meals in advance so you are able to enjoy the true freshness of the Japanese products.

        Please order 3 days in advance so we are able to send the orders to our Japan counterparts in time.

        For Tuesday flights, we have to place the orders latest by Fridays. For Friday flights, we have to place the orders latest by Tuedays.

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        Oh no, I chose the wrong delivery address! What do I do?

        No worries, you can still amend the delivery address. Please email our friendly customer service with your invoice number at enquiries@zairyo.sg at least 12 hours in advance before your delivery time slot. We will do our best to fulfill your request, but if the order has already begun the delivery process, we cannot change the delivery address.

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        I won't be home during my delivery window; can you deliver my order earlier/later?

        Yes, we can! Please email our friendly customer service with your invoice number at enquiries@zairyo.sg at least 12 hours in advance before your delivery time slot. We will do our best to fulfill your request, but if the order has already begun the delivery process, we cannot change the delivery address.

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        What if I want to give an ATL (Authority To Leave) my delivery at my doorstep/security guard/concierge?

        We pride ourselves on bringing only the freshest to the door, thus for hygiene purposes, we will not leave the products with the security guard/concierge personnel, or leave it outside your door.

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        What happens if I’m not at home?

        Please ensure that someone is present to acknowledge the delivery. If no one is at home and there is a missed delivery, we will contact you as soon as we can to reschedule another delivery time and date. However, we would not recommend this as the freshness of the products would be compromised. Please note that we reserve the right to charge you a re-delivery fee of $10.

        For international orders, you should receive a delivery slip to arrange for a re-delivery.

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        Can I pick up my order from your facility?

        Yes! We welcome self-collection. Do let us know when you'd be coming by so we can prepare your purchase prior to your arrival, drop us an email at enquiries@zairyo.sg!

        Self-collection from our office on week days are from 9AM to 5PM and Saturdays 9AM to 12PM.

        Our address is: 

        3 Lorong Bakar Batu #01-02 Brightway Building Singapore 348741

         

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        How will my order be packed and handled?

        Your order will be handpicked from stock held in our cold room. It will be carefully packed in an insulated box with ice packs designed to maintain the quality and freshness of your order for up to 4 hours. They have been specifically designed to maintain the correct temperature during transportation. Please note, however, that frozen items may begin to thaw during transit.

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        Who will deliver my order?

        Our friendly Zairyo delivery team will bring the order to your door. Once there, our delivery person will contact you at the contact number you have provided. Please make sure you are ready to receive the delivery during the delivery time slot you have chosen.

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        How long will my order stay fresh in the delivery boxes?

        Refrigerated perishables will stay fresh in the delivery boxes up to 4 hours after delivery. However, we recommend that frozen items be placed in the freezer immediately after delivery.

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        How can I share feedback about the delivery experience or personnel?

        We value all feedback and are always eager to hear about your experience with us. よろしくお願いします。(Yoroshiku Onegaishimasu / “I’m counting on you”) Please email us at enquiries@zairyo.sg to share your experience.

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        How do I place my order?

        Click here for a step by step guide

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        What if the product that I have ordered is missed out or not delivered to me?

        If a product is not available from our Japanese partners or at the Japanese markets after the items are confirmed, we reserve the right to issue you a refund due to unavailability. However, we will do our best to fulfil the orders.

        Certain products may be kept by AVA at the airport for random hygiene checks. Thus if it is stuck at the airport, we reserve the right to issue you a refund due to unavailability. However, this is a rare occurrence as we have obtained appropriate licenses to operate our business.

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        What if the product I want is not available?

        As suppliers to major restaurants, hotels and supermarkets, we have an exhaustive list of products that are available. However, due to the sheer amount of products in our warehouse and inventory, we do not list it all in our website and if the product you are looking for is not available, please email us at enquiries@zairyo.sg 

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        Can I change my order?

        We do allow add-ons, but once orders have been confirmed and processed, we cannot refund or change them. For add-ons, you can just continue to add other products to your cart and we will consolidate the order for you.

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        What is the status of my order?

        A confirmation email will be sent to you after Zairyo has captured the payment from the secured payment system.

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        Can I specify the weight for the seafood?

        We cannot apportion the specific weight of fishes to the dot as it is sliced over from the Japan side, thus the items will vary per portion and the variation is stated on all our product pages. The good news is we only charge the minimum and we do not charge extra for the surplus that our customers get so that any extra is a bonus, and this has been an agreement with our partners from Japan too which is why we can sell our sashimi-grade seafood at a lower price.

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        Will I be charged for the surplus of seafood that I received?

        The good news is we only charge the minimum and we do not charge extra for the surplus that our customers get so that any extra is a bonus, and this has been an agreement with our partners from Japan too which is why we can sell our sashimi-grade seafood at a lower price.

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        Is Zairyo secure?

        Zairyo uses Shopify (www.shopify.com) for our shopping cart, and they provide a fully secured shopping cart which is Level 1 PCI compliant and uses 128 bit SSL encryption to ensure that credit card data is secure.

        To learn more about Shopify’s security, visit http://www.shopify.com/pci-compliant

        Zairyo uses Paypal Express Checkout, the safest and securest payment gateway on the internet for all our debit, credit and Paypal transactions. PayPal is an American international e-commerce business allowing payments and money transfers to be made through the Internet. Paypal is one of the most widely use payment processing for online vendors.

        To learn more about Paypal’s security, visit https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security

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        What payment methods do you accept?

         

        Zairyo’s payment gateway is PayPal Express checkout, the safest and securest payment gateway on the internet. PayPal accepts debit and credit cards from Visa, MasterCard, Discover and American Express credit cards or bank transfers. A PayPal account is not required in order to make a payment.

        We also accept DBS/POSB internet banking transfers or ATM transfers. After order has been placed, you can transfer the amount to Zairyo's POSB savings account via Internet Banking or ATM Transfer.

        Payment details are as follows:

        • Internet Banking / ATM Transfer: Payment via Internet banking or ATM transfers can be made through to:
        • DBS Current Account: 003-929362-3

        Please drop us an email at enquiries@zairyo.sg on the 1)Transfer reference number, 2) Order ID and 3) Preferred day of delivery and time slot once you have done the payment transfer so our team can make arrangements for you.

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        Do you accept cash or personal cheques?

        We do not accept paper cheques, cashier’s cheques, money orders or cash on delivery at this time.

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        How do I enter a discount code?

        You can enter the discount code at the last step of the checkout screen before you complete the purchase (refer to image below). The discount will be tabulated and the new discounted amount will be reflected before payment is charged. 

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