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Frequently Asked Questions

IMPORTANT NOTES:

Our team will try our best to provide you with the veggies which you have ordered and made payment. As all our veggies are freshly collected daily in the morning; hence the veggies may NOT BE AVAILABLE due to the excessive demand. Should there be such cases, we shall provide refunds for the non-available products.

We are truly sorry for such circumstances and seek for your understanding.

Q1. Does all your vegetables comes from your local farm?
A1. No, BANSAN do source vegetables from our local farm. Besides, to expand our product range, we also source our vegetables from other suppliers.

Q2. What areas do you cover for delivery?
A2. We deliver to the entire Penang Island and Mainland EXCEPT Kepala Batas, Tasek Gelugor, Nibong Tebal, Sungai Jawi, Simpang Ampat and Kulim

Q3. What is the delivery fee for my orders?
A3. Our delivery fee is as follows:

  • Order RM0 - RM29.99 with a delivery fee of RM10.00**
  • Order RM30 - RM79.99 with a delivery fee of RM7.00**
  • Order > RM80 with a delivery fee of RM5.00**

Note: if the delivery is to mainland, there will be an additional delivery fee surcharged of RM5.00

Q4. If I placed an order today, when do i expect to receive it?
A4. Payment has to be made on the day you placed an order (Please refer to your email for payment instruction). Then, it will be processed on your chosen date during checkout.

Q5. What is your delivery time?
A5. Our delivery team is from 2pm - 6pm (including workdays & weekends)

Q6. How do I know when will you deliver the products?
A6. Our delivery team will contact you before delivery. Hence, please check your phone or email from time-time. Kindly note that our delivery team will deliver the vegetables up to your guardhouse/lobby only, we apologise for any inconvenience caused and seek for your kind understanding.

Q7. How do I make payment?
A7. At the moment, we only accept payment via online banking, bank transfer and bank deposit.

Q8. What you did not receive your orders the next day?
A8. Please contact our customer service via WhatsApp @ 011-2646 1696 or Facebook messenger

Q9. How do I contact BANSAN Customer Support Team?
A9. You may contact our customer support team via WhatsApp @ 011-2646 1696 for the request stated below or should you have any further queries.

Q10. Can I cancel my order? And do you then offer a refund for the cancelled order?
A10. Yes, you may cancel your order before we head out to deliver the produce that is before 8am. We do offer a full refund should the order be cancelled before 8am on the delivery day. Should the cancellation is after 8am on the delivery day, we shall not offer a refund and proceed with the delivery. 

Q11. Can I make a special request?
A11. Yes, as long as it is possible we will go through the valley and the hills for our customers. 

Q12. Part of my order is missing. What should I do?
A12. We are sorry that there was a problem with the order. Upon receipt of goods, a delivery order will be signed by the customer to confirm the products delivered. However, if it’s a honest mistake from both sides, we shall consider delivering the missing order on case to case basis.

Q13. Why does the price of the products different from the previous price?
A13. The price of product are subject to changes are caused by price correction, demand changes, supply changes as well as other reasons.