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New FAQs (Covid-19 Edition)

New FAQs (Covid-19 Edition)

To help our friends managing the customer service help desk, we'll share the answers to some of your burning questions during this period.

We're currently facing a high volume of orders, queries and requests at the moment and we may not be able to tend to you as quickly as we can and hope for. So we hope this will help! 

FAQs 1QN

No, we still fly in items on air cargo days closest to your delivery date.

The countdown timer on the website shows the next earliest air cargo date from today and is not indicative of the air cargo day for your delivery date.

What this means is that we don't keep your Uni or any air-flown item for that long, and there is no need for us to do that when we still fly in items 3 times every week.

So if you have placed an order for 12 May, and you see that the countdown timer shows 30 April, DON'T WORRY -- we are not going to fly your Uni on the 30 April air cargo for your delivery on 12 May. 

You can place your order up to 30 days in advance, but that doesn’t mean that we fly in your order now and keep it until then. We fly it in on air cargo days closest to your delivery date.

FAQs 2QN

We'd love to say hello, but it is, unfortunately, not the time. We have suspended all walk-ins during this period based on the Government's guidelines for Online Retail.

We are only doing deliveries and self-collection during this time. For more information, please read this and the Collection Guidelines.

We'd also like to gently remind you that it is important for all of us to do our part to stay at home unless for something really essential and/or important. We are in this together! 

Some day, we hope to greet you at the warehouse again. We know we will if we all do our part now. 

FAQs 3QN

We apologize as we are unable to give ETA on any out of stock items at the moment due to a large amount of orders and queries at this time. We are also currently facing a slower shipment due to more stringent checks at the Port, both in Singapore and Japan.

It is a long (and annoying) wait, but we think it is all for the safety of everyone! So we ask for your patience, please. 

You can leave your email on the product page to be notified as soon as it is back in stock!

Here's how the subscription box on the product page looks:

Screen Shot 2019-10-15 at 10

FAQs 3QN

Unfortunately, it is. We'd love to take on more customers and fulfill more orders, and we have been optimizing delivery routes to ensure that we can squeeze in as many as our team can manage. You are welcome to make an order and pick it up from our warehouse on a selected date, for more information please read the Collection Guidelines.

We still have to limit the delivery slots in a way that will ensure our QC team has sufficient time to give proper attention to every order; our delivery team can manage to deliver all orders on time, in a humanly possible way.

It is a difficult time to get groceries - we know, we tried - but it doesn't mean that we compromise on service and quality, too.

Every customer and order is important to us, and it brings our team great joy to contribute to your cooking adventures at home. 

More delivery slots may open up the same week, so do check back when you can. We can't tell you when we'll release more delivery slots as they will only be opened up when there are available slots. 

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We'd like to specially thank the customers who have been nothing but understanding and supportive during this time -- whether it's little messages in our DMs, or words of encouragement to our delivery team, no kindness is too small for us and we truly appreciate them

We are constantly trying to improve the website and our services to meet the increasing demands and better your experience with us. We're sure you can see the efforts through the multiple website maintenance we've done over the course of the circuit breaker.

And we thank you for your patience

If you have any queries, whether about your order, or cooking/storage tips, drop us an email and our team will be with you as soon as we can. 

 

Sincerely,

The Zairyo Team

 

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