If one of these signs are observed at the point of delivery, we seek your understanding that it does not pose safety concerns and therefore not eligible for a replacement warranty.
Signs that do not affect quality and safety of food:
a. Ice crystals and/or water condensation forming outside and within the packaging: In a tropical climate, this is an expected and natural process, and does not affect the quality of the product
b. Packaging or food content "does not feel / look cold": Visual assessment or touch can be subjective. The correct way is to measure the food content at the point of delivery with a food thermometer and ensure it is as cold as it would be in a refrigerator (4 degree celsius or below)
c. Delivery arrived later than usual (still within 6-10pm): We understand the perception that quality may have been compromised enroute since our delivery personnel may have taken a longer time than usual to deliver on a particular evening. However we seek your understanding that traffic and weather conditions do affect speed of delivery. During transportation, our delivery personnel use insulated containers to maintain the required temperature during transportation. These containers are capable of preserving the cold chain and preventing thawing for up to 4 hours.
Our guidelines are based on recommendations from the Singapore Food Agency and Centers for Disease Control and Prevention of United States.
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