Support

Delivery

Delivery Coverage

We currently deliver to all locations within Singapore.
Deliveries outside of Singapore are not available at the moment.

Delivery Schedule

Orders are processed from Monday to Friday, excluding public holidays.

Estimated Delivery Time

  • Standard Delivery: 2–5 working days

  • Express Delivery: 1–2 working days (if available)

  • Bulk / Wholesale Orders: May require additional processing time

You will receive an email notification once your order has been packed and is ready for delivery.

Delivery Fees

Delivery charges are calculated at checkout based on:

  • Delivery method

  • Order size and weight

  • Delivery location

Any promotional free-delivery thresholds (if applicable) will be shown clearly at checkout.

Delivery for Frozen Products

As we supply frozen and chilled items, all parcels are packed with proper insulated materials to maintain temperature during transit.

Please ensure someone is available at the delivery address to receive the items.
ZuzenPL will not be responsible for product quality issues caused by:

  • Failed delivery attempts

  • Incorrect delivery address

  • Items left unattended for long hours

Missed Deliveries

If delivery was attempted but unsuccessful due to:

  • No one available to receive

  • Incomplete or wrong address

A redelivery fee may apply.
Our support team will contact you to arrange the next best delivery time.

Self-Collection (Optional)

If self-pickup is available, details will be provided on the checkout page including:

  • Collection address

  • Operating hours

  • Order preparation time

Please wait for an email confirmation before coming to collect your order.

Delivery Terms

Order Processing

All orders are processed as soon as the payment is confirmed.
Orders placed after 3:00 PM will be considered as next-day orders and will be processed on the following working day.

Processing time may vary during:

  • Festive seasons

  • Peak sale periods

  • Severe weather or flood seasons

We will do our best to ensure safe and timely delivery during these periods.

Delivery Timeframe

Deliveries are made within the operational hours of our designated courier partner.
Public Holidays are excluded.

Please note:

  • No specific estimated time of arrival (ETA) can be provided.

  • Deliveries may arrive any time within the courier’s working hours.

Accuracy of Delivery Information

Customers are responsible for ensuring that the delivery details provided are accurate and complete.

Incorrect or incomplete information may result in:

  • Failed delivery

  • Delivery delays

  • Additional transport or redelivery charges

Any extra charges due to redirection or failed delivery will be borne by the customer.

Recipient Availability

Please ensure someone is available at the delivery address to receive the items—especially frozen or perishable goods.

We will not be held responsible for:

  • Late delivery due to unavailable recipient

  • Failed delivery due to incorrect address

  • Goods left unattended

  • Product quality issues caused by delayed collection

Complaints regarding undelivered or late-delivered items due to recipient unavailability or incorrect address will not be entertained.

Safety Measures

During flood seasons or extreme weather conditions, deliveries may be delayed as we prioritize the safety of our delivery team.

We appreciate your patience and understanding during such events.

Payment Method

GrabPay and PayNow will be our payment switching gateway that accepts payment via credit card & online banking transfers.

Shipping

Goods will be distributed 7 Working Days after payment has been confirmed. Longer processing time when Saturdays, Sundays and Public Holidays are involved.

Marketed & Distributed by Zuzen Food Pre Ltd

Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at admin@zuzenpl.com.sg.

Sale Items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.

This is a sample page.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.