FAQ

FAQ

What is Grovery?
Grovery is a one stop grocery platform emphasis in health conscious, personalization & consumer experience centric. Our services include online grocery shopping and goods delivery to your doorstep. We’re aspired to empower consumers by provide online grocery delivery services to all households across Southeast Asia so as to simplify people’s lives, through be-humanizing digital technology and refining digital commerce.
What kind of products do you sell?
Grovery is selling fresh produce including fresh vegetables, fruits, meats and seafood. We always ready to offer beneficial & health conscious feeds related to daily living, in order to offer an engaging and human centric shopping experience to you.
Which area do you deliver?
We are currently offering delivery service within Puchong only. Once order made, it will take 24 hours for the packing and delivery process.
How do I get started?
To sign up an account, you may click on the person icon on the top right corner and proceed to fill out your details for registration. Facebook & Google Login option is available too. Otherwise, you may enjoy shopping with your fresh produce first and register during checkout process.
What if I forgot my password?
To reset your password, you may go to login page and click “Forgot?” in password column, enter your email address. An email will be sent to you for password reset instruction.
How do I update the information on My Account?
To update your details, you may login to your account, click on “My Account”. Your details are kept in your account settings, simply type in your new details and click Save.
How can I place an order?
Step 1 : Check your delivery coverage Step 2 : Shop your fresh produce Step 3 : Sign up an account Step 4 : Choose your preferred delivery time slot Step 5 : Review & Proceed to Pay Step 6 : Sit back & relax! Let us handle the rest of the work
Can I make changes or cancel my order?
Get in touch with our Customer Support Team for order changes and cancellation. Any changes should be done twelve (12) hours prior to your scheduled delivery time slot.
How do I reschedule my order?
Get in touch with our Customer Support Team to do changes of delivery time, changes should be done four (4) hours prior to your scheduled delivery time slot.
How do you pack and deliver my order to keep everything fresh?
Grovery pickers are well trained to pick the fresh and high-quality goods for you. We deliver the goods to you in isolated bag to ensure the goods are kept fresh. We work hard to ensure your satisfaction met.
How are out of stock items handled?
If happened to your ordered item is out of stock, our Customer Representative will contact you to inform and get further directions. You may either opt for substitute item or cancel the item, your order price will be recalculated. If we are unable to contact you, we will hold your order till we get response from you.
How do I check the status of my order?
You may check the order status by contacting our Customer Representatives at +6016 3532 736. We are working on real-time update and to be launch in near future.
How do I report a problem with my order?
You may report the issue to us by contacting our Customer Representatives at +6016 3532 736 or write in to us at support@mygrovery.com. We would love to help to resolve your issue!
What are your delivery hours?
We operate from Monday to Sunday, 9am to 9pm
How much is the delivery cost?
Order less than RM100 : RM8 Order RM101 – RM200 : RM5 Order above RM200 : Free Delivery
What is the minimum order for delivery?
The minimum order for delivery is RM40.
Which area do you deliver?
We are currently offering delivery service within Puchong only. Once order made, it will take 24 hours for the packing and delivery process.
What if I'm not home when my delivery arrives?
If you are not home after 15 minutes of our rider arrived, the goods will be return in order to keep the goods freshness. There is additional charge of delivery fees will be imposed for second delivery after the first delivery failed. Otherwise, please inform our Customer Representative four (4) hours prior to your scheduled delivery time slot.
What if my delivery is late?
Delivery may subject to weather conditions and rider availability. Our Customer Representative will notify you by phone call if there is any delay happened.
If I live in a condominium / apartment / flat, will the customer delivery assistant deliver to my flat door?
If you are living in a condominium / apartment / flat, our rider will notify you when to do collection at the lobby area.
What type of payment do you accept?
We accept Cash on Delivery (C.O.D.), Online Banking, VISA and Master Card.
What happens if my payment fails?
To resubmit your payment, you may click in “My Orders” and go to your order page, click “Proceed to Pay” to resubmit your payment.
What should I do if the goods received are not in good condition?
Please take reasonable care of the goods inspecting and hand back the items to our rider during the time of delivery. Goods returned shall be refunded at the price when you paid during submission of order.
How do I get replacement or substitution for my wrong order / products?
You may contact our Customer Representatives to report the issue of your order, we would work on the arrangement of goods replacement or substitution. If happened that we failed to replace your product, we will proceed to refund to you.
What if products I received not as per image shown on the website?
All photos on the website are for illustration purpose only. Grovery reserves the right to change or modify the packaging or description without prior notice. However, you can choose to not receive the goods that are not as per image shown on the website during the time of delivery.
What is your return policy?
Customers are allowed to return the goods if the discrepancies happened in the following manner: a) If any items have been proving to delivered in damaged or defective condition b) If any items have been wrongly or short delivered by mistake c) If any items have been passed sell by date
What is your refund process?
To make a refund, kindly contact our Customer Service via email with your grovery account details, proof of order and photo evidence. After verification, we will fully refund within 7 days from the purchase date.
How do I cancel my order after I made payment?
To cancel your order after payment made, please contact our Customer Representatives to cancel four (4) hours before delivery, we will proceed to refund to you.
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