Frequently Asked Questions
Our team will try our best to provide you with the veggies which you have ordered and made payment. Certain vegetables/fruits may NOT BE AVAILABLE due to the seasons and demand. Should there be such cases, we will contact you for any exchange of items and if none, there will be refunds for the non-available products.
Q1. Do all your vegetables come from your local farm?
A1. No, certain vegetables are from our local farm. In order to expand our product range and cater for customers' request for one stop groceries. We also source our vegetables directly from Cameron Highlands farms.
Q2. What areas do you cover for delivery?
A2. We deliver to the entire Penang Island and Mainland. Extra charges might apply for Kepala Batas, Tasek Gelugor, Nibong Tebal, Sungai Jawi, Simpang Ampat and Kulim. Covid-19 update: Deliveries might be delayed due to roadblocks near state borders.
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 place an order today, when do I expect to receive it?
A4. Payment has to be made on the day you placed an order before 7pm (Please refer to your email for payment instruction). Then, it will be processed on your chosen date during checkout.
Q5. When is your delivery time frame?
A5. Our delivery team is from 3pm - 10pm (including workdays & weekends) and Public Holidays. We will be close only on Chinese New Year's eve, Chinese New Year Day 1 and Day 2.
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 to time. Kindly note that our delivery team will deliver the groceries up to your guardhouse/lobby only. If require door to door, kindly ensure that the security of your apartment allows us to do so. Should there is special needs for senior citizens etc., we will deliver to your door step provided security of the apartment allows.
Q7. How do I make payment?
A7. You may make payment via various options such as Internet Transfer, Grab Pay, T&G and local credit card/debit card under iPay88.
Q8. What if you did not receive your order 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 on delivery day. 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 we shall proceed with the delivery.
Q12. What if I am not at home on time of delivery?
A12. Our team will try our best to deliver the groceries to you as soon as we can to ensure the freshness of all the items. For apartments, if you are not at home, we can place the items at the security guardhouse or contactless table provided by your apartment to be collected later. For landed property, we will ask for your advice on where to place the groceries. Should we are unable to reach you and it is deemed unsafe for us to place the groceries anywhere to be collected later, we will store the fresh produce in our fridge and attempt another delivery the next day (Extra charges might apply for second delivery). BANSAN will try our best to ensure the groceries especially fruits and vegetables are fresh should there is another second delivery.
Q13. Can I make a special request?
A13. Yes, as long as it is possible. We will go through the valley and the hills for our customers.
Q14. Part of my order is missing. What should I do?
A14. 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.
Q15. Why do the price of the products different from the previous price?
A15. The price of product are subject to changes are caused by price correction, demand changes, supply changes as well as other reasons.