Checkout & Payment


1. What payment methods do you accept?
We currently accept:
•  Credit Cards: Visa, MasterCard
•  UnionBank S&R Co-Brand Credit Card  

 Note: All payments are processed via secure and encrypted gateways to protect your information.
Reminder: Please do not share your one-time-password (OTP) with anyone. 

    1. Can I save my card or payment method for next time?
      No. For your security, we do not store credit card details. You'll need to re-enter them for each purchase. 
    2. Is it safe to enter my card information?
      Yes. We use industry-standard encryption and secure payment gateways to keep your information protected. 

2. Do you accept cash-on-delivery (COD) or other online payment options not available? 

At the moment, Cash on Delivery (COD) and some online payment options are not yet available for our online orders. We’re continuously working to improve and expand our payment methods, so stay tuned—these options may be offered in the future! 

3. Do you accept installment payments or “Buy Now, Pay Later” options for purchases made online? 

We currently do not have these payment options at the moment for online orders. We only support one-time payments for online orders, including bulk purchases. We're always exploring ways to improve our service, and we hope to offer installment options in the future. 

4. Can I use two payment methods? 

Currently, we don’t support split payments. To proceed with your order, please use one payment method at a time. We appreciate your understanding as we continue to improve our payment options. 

5. What is a pre-authorization amount? 

It’s a temporary hold placed by your bank to verify available funds. If your order is: 

•  Completed: the correct and final amount will be charged
•  Cancelled or fails: the hold will expire automatically in 3–7 banking days 

6. I was charged, but my order didn’t go through. What should I do? 

This is likely a pre-authorization. If your order was not confirmed: 

•  The charge will not be collected
•  The hold will expire automatically 

If still pending after 7 days, contact your bank to confirm release. 

  1. The website crashed while I was checking out. What should I do?  

Check your email for order confirmation. If you’re unsure, please contact [email protected] so we may assist you in double checking your order. 

7. I was charged but didn’t receive a confirmation. What should I do? 

Please email us at [email protected] with: 

•  Your order number (if available)
•  A screenshot of the charge 

Our team will verify the transaction and get back to you. 

8. Why was I charged a 5% non-member fee? 

This surcharge applies if: 

•  Your membership is expired
•  Your membership is not linked to your online account 

 To avoid this, ensure your membership is active and linked via My Account > Account Details. 

 If your membership is active and is already linked but you were still charged a non-member's fee, kindly email our customer service at [email protected]. 

9. I was charged a different amount from my receipt.

Check the following for official charges: 

•  The payment confirmation email sent after checkout
•  The receipt delivered with your groceries 

If your bank statement shows a different amount, please contact your bank directly. 

10. Where can I find my sales invoice?
Your sales invoice will be handed to you upon delivery with your items. 

  1. Can I get a payment confirmation or transaction reference after ordering online?
    Yes. This will be sent to your registered email address after successful checkout. 

11. Can I update my payment method after ordering?
Once your payment has been successfully confirmed, the selected payment method can no longer be changed. We recommend reviewing your payment details carefully before checking out to ensure a smooth transaction.

12. Why was my payment declined?

Here are common reasons why your payment is declined.  

  1. Incorrect card details
  2. Expired card
  3. Insufficient credit limit
  4. Card blocked for online use
  5. Issues flagged by your bank  

We recommend contacting your bank, there are issues that can be resolved from their end. 

 

Didn't find what you were looking for? 
Reach out anytime. Send us an email at [email protected] — we'll get back to you as soon as we can.