Creating Membership Account

 

1.     I cannot register for an account.

 

You may already be an existing RedManShop.com member. Please try to reset your password based on the email address.

 

Or, you may have previously signed up using your Google/Facebook account. Please try to log in using either your Google or Facebook account.

 

If you continue to face the problem, please contact our Customer Service hotline at 6654 4333 or email customerservice@redmanshop.com for assistance. Mon to Fri, 8am to 6pm.

 

2.     The verification link keeps saying it is expired and requesting a new URL does not work.

 

Please contact our Customer Service hotline 6654 4333 or email customerservice@redmanshop.com for assistance. Mon to Fri, 8am to 6pm.

 

3.     The verification link only takes me to a page that says, "the page you are looking for was not found".

 

Please contact our Customer Service hotline 6654 4333 or email customerservice@redmanshop.com for assistance. Mon to Fri, 8am to 6pm.

 

4.     I cannot log in. 

 

Please try to reset your password based on the email address.

 

If it is still not successful, please contact our Customer Service hotline 6654 4333 or email customerservice@redmanshop.com for assistance. Mon to Fri, 8am to 6pm.

 

 

Payment Stage

 

5.     The payment page crashed and now my order is on Awaiting Payment status. How do I make payment when my order is on Awaiting Payment status?

 

Please contact our Customer Service and provide them with login email address at 6654 4333 or email customerservice@redmanshop.com for assistance. Mon to Fri, 8am to 6pm.

If you are unable to contact our Customer Service in time, you may place a new order and email us to notify about your payment. In the case that a duplicate payment was made, refund for the order with failed payment will be initiated by us and the refund amount will be credited back to your card within 7 business days, from the date of email received.

 

         

 

6.     How can I state different billing and delivery addresses?

 

Yes, you can. After you have finished checking your order in the Final Payment Summary page, click proceed. In the next page, the Payment page, you can choose your billing address and delivery address. If you have not input either of the address, you can add them or edit the addresses.

 

 

Delivery

 

7.     What are your delivery charges?

 

For purchases above $88 nett, delivery will be free.

 

For purchases above $50 nett, there will be a $5 delivery fee. For purchases below $50 nett, there will be a delivery fee of $10.

 

Please note that the above is nett basket value after applying all discounts/ promotions, excluding delivery fee.

 

8.     Why am I charged Delivery Charge when my purchase is above $88?

 

To enjoy free delivery, please check that your nett basket value is $88 after applying all discounts/promotions (excluding shipment fee), at the Final Payment Summary page (the page after choosing delivery date and time).

 

9.     I was informed that my delivery is delayed, can I cancel my order?

 

Our apologies. As we are not able to predict the traffic conditions on any days, our drivers may be delayed by traffic conditions or deliveries obstacles from time to time.

 

If you haven't received your order by the end of delivery day, please call our Customer Service at 6654 4333 or email customerservice@redmanshop.com for assistance. Mon to Fri, 8am to 6pm.

 

10. Can I reschedule my delivery to another date/time?

 

An administrative charge of $10 may be applied for rescheduling and subjected to availability. Please contact Customer Service at least 3 working days before the delivery date.

 

11. Can I change my delivery to a different address?

 

An administrative charge of $10 may be applied for changing to a different address. Please contact Customer Service at least 3 working days before your delivery date.

 

 

 

12. Can I pick up my order from one of your shops/warehouses instead?

 

This feature will be made available in the future. Stay tune for updates.

 

13. Can I confirm if all the items in my order are available?

 

While we will do our best to ensure that your order is fulfilled, at times, we may face a surge in demand therefore we are unable to update our inventory in time.

 

As such, there might be situation where the item you’ve ordered become out of stock items and we are extremely sorry for the inconvenience caused.

 

We will refund the out of stock items and continue to work and improve our system to serve you better in the future.

 

 

14. Can I confirm that my order will be sent on the selected date and timeslot? 

 

While we try our best you to deliver in your selected date and time slot, we seek your understanding that there might be slight delay due to unforeseen circumstances while our drivers face on the road.

 

In case of severe delay (more than 1-day delay), please allow us to update you through email.

 

 

15. I have a delivery scheduled for today. Can I check the estimated time it will be delivered?

 

We would not be able to advice you on the estimated time as our driver might face unforeseen circumstances on the road.

 

16. Does the system auto-calculate the delivery charges as per the order amount?

 

Please refer to the Final Payment Summary page for the actual delivery charge before payment. This page will come after you have selected a delivery date & time.

 

17. Why I cannot select the date for delivery? 

 

It may be due to all delivery slots being fully taken. Try selecting a later date or refresh the page.

 

 

 

 

 

18. In light of current Covid-19 situation, can you do contactless delivery? 

 

Your safety is our priority and we strive to combat against COVID-19 by following latest guidelines from Government, including wear mask and maintaining personal hygiene at all time.

 

We encourage you to check the delivered products in the presence of our delivery man, as we wish to ensure that products are delivered to you at its fresh. In the case you would like to opt for contactless delivery, kindly let our drivers know when they call you prior to the delivery.

 

19. My order has yet to arrive and it has passed my selected delivery date.  I would like to cancel my order.

 

At times, due to overwhelming demands, we are unable to fulfil some orders on a timely manner and not able to inform our customers in time.

 

We constantly strive to ensure all our orders are being packed in time. We will continue to refine our process. Thank you for your understanding.

 

In the case that you would like to have the order cancelled due to the delay (>1 day), you may contact us through email or phone.

 

 

Ordering

 

20. Can I add products to my order?

 

Once you have made payment to your order, you will not be able to amend your order. To add item, please start a new order. 

 

21. Can I cancel or change a product I ordered?

 

Once you have made payment to your order, you will not be able to amend your order.

 

22. I would like to cancel my order. 

 

Once you have made payment to your order, no cancellation is allowed. You can email your request and reason of cancellation to Customer Service at customerservice@redmanshop.com for review. Mon to Fri, 8am to 6pm.

 

Should cancellation be allowed due to special circumstances, it will be done at the discretion of Phoon Huat Pte Ltd.

 

23. Item become out of stock after I’ve ordered.

 

While we will do our best to ensure that your order is fulfilled, at times, we may face a surge in demand therefore we are unable to update our inventory in time.

 

As such, there might be situation where the item you’ve ordered become out of stock items and we are extremely sorry for the inconvenience caused. We will refund the out of stock items and continue to work and improve our system to serve you better in the future.

 

24. Order delivered even after I’ve cancelled my order.

 

Apologies for the inconvenience. This happened as cancellation is done through special handling and we may not be able to cancel the deliveries in time.  Check on RedManShop.com’s user dashboard to confirm if order is cancelled and refund has been processed.

 

If driver is there, you may return the order to him/her.

 

If the driver has left your premises, we will be arranging pick up from you within 1 business day, and seek your corporation in safe keeping the products in the meantime.

 

 

Products Related

 

25. Missing product in the delivery?

 

We recommend you to check through your items upon delivery. Should there be any missing items, please contract Customer Services at customerservice@redmanshop.com citing your order number as well as the missing items. Mon to Fri, 8am to 6pm.

 

26. The chilled product I received is melted / thawed?

 

All our chilled products are delivered by delivery trucks with chilled section.

 

If you still feel strongly that the product(s) is beyond acceptable state, please email a photo of the item to our Customer Service immediately at customerservice@redmanshop.com for review. Mon to Fri, 8am to 6pm.

 

We will check against delivery timing to the timestamp of your email. Should be any refunds made due to special circumstances, it will be done at the discretion of Phoon Huat Pte Ltd.

 

 

27. The product I ordered is damaged at delivery.

 

If you feel strongly that the product(s) is beyond acceptable state, please email a photo of the item to our Customer Service immediately at customerservice@redmanshop.com for review. Mon to Fri, 8am to 6pm.

 

Should there be any refunds made due to special circumstances, it will be done at the discretion of Phoon Huat Pte Ltd.

 

28. I received extra product(s) that I did not order?

 

As all our orders are hand-picked by our staff, please allow some margin of error. If you have received additional items not within the order, please keep  and try the products with our compliments.

 

29. Are chilled products packed separately from ambient products?

 

Yes, they are packed separately as chilled products will go into the chilled/ frozen section of our delivery trucks.

 

 

Exchange Policy within 7 days upon delivery

 

30. Can I exchange for the wrong product I bought?

 

No, only damaged or defective products are eligible for exchange.

 

31. Where can I exchange for damaged or defective products?

 

You may proceed to any of our retail store to request for exchange. Please take note that only 1-to-1 exchange for the same product is available at the shops. You may find the list of our stores and their operation hour in the following link.
https://www.phoonhuat.com/cos/o.x?c=/wbn/pagetree&func=view&rid=15084

 

32. What document should I bring for the exchange?

 

To facilitate the exchange, please bring along the order’s invoice via a printout or viewable from your mobile phone and ensure that the product has not been open or used.

 

33. I do not wish to go to the shop to exchange. Can I still exchange the item?  How long is the exchange process?

 

Alternatively, we can initiate refund for the damaged or defective item.  Please contact our Customer Service hotline 6654 4333 or email customerservice@redmanshop.com and provide the photo of the damaged/defective product. Upon verification, refund will be credited back to your credit card within 7 business days from the date of verification.

 

34. I don’t have the melted butter or the damaged food product, how to exchange?

 

Please provide us with photos of the damaged products for verification purpose. You may send the photo to customerservice@redmanshop.com.

Upon verification, refund will be credited back to your credit card within 7 business days from the date of verification.

 

35. What is your exchange policy for RedManShop.com?

 

Exchange are strictly applicable for damaged or defective product that has been delivered to you. In addition, exchange will not be applicable for  

i)                 promotional product or the product was provided free of charge;

products not stored in accordance with the instruction as stated in the specifications, labels or packaging; or chilled and frozen products once are received with acknowledgement