Frequently Asked Questions
1. What payment methods are accepted on the Ice Cool online store?
Ice Cool online store accepts payments via PayNow.
1. What is the minimum order value on the website?
The minimum order value is $150 before you are allowed to checkout. If you are using any promo codes, do ensure that the total after deducting the voucher/coupon amount hits the $150 mark.
If your total order value does not reach $150, you may get one of these error messages:
“You need to buy products with minimum amount of $150 to checkout.”
“No shipping method has been selected. Please double check your address, or contact us if you need any help.”
2. Where can I purchase online if my order value is below S$150?
For orders below S$150, you can shop at the sites below:
3. How do I know if my order has been confirmed?
An order confirmation email will be sent to your registered email once order is confirmed.
4. Can I change or cancel my order?
Amendments and cancellations are not allowed once order is confirmed.
5. Can I walk in to purchase?
Yes, you can come directly to our office/warehouse to make your purchase. Kindly note the waiting time for walk-in purchases is 30 minutes. Our office and warehouse is located at 28 Tuas South St 3 Singapore 638027. Please avoid lunch time (12pm to 1pm).
1. What is minimum order and delivery fee?
Delivery is FREE for purchases of S$150 and above. For purchases below S$150, you can shop at the sites below:
2. When will my order be delivered?
Orders are delivered within 2 to 3 working days after payment is confirmed. Our delivery timing is as such:
Monday to Friday: 9am to 9pm
Saturday: 9am to 12pm
No deliveries will be done on Sundays and Public Holidays.
3. Can I request for a specific delivery time?
Due to high delivery volume, we are unable to deliver at specific timing requested. You can instead indicate during checkout timings or days we should avoid delivery (eg. lunch time or weekends).
4. What if I am not at the delivery address to accept the goods?
Our delivery personnel will place your orders outside your delivery address or in the riser if they are unable to reach you. We seek your kind understanding that Sheng Sheng F&B cannot be held responsible for any missing items.
5. Can I change my delivery address?
Please inform us 24 hours before the delivery for any change of address. Kindly note that we are unable to accept address change on the delivery day itself.
6. What can I do if my delivery has the wrong items?
Please contact us within 5 days of delivery with the following details and we will be in touch with you as soon as possible:
- Order number
- Items ordered vs received
- Photos of wrong items
7. What can I do if my delivery has defective items?
Please contact us within 5 days of delivery with the following details and we will be in touch with you as soon as possible:
- Order number
- Name(s) of the defective items
- Photos of defective items
8. Can I opt for self-collection instead of delivery?
If you would like to self-collect, please indicate “Self-collect on <pickup date and time>” in the Order notes when you checkout. Kindly order at least 3 hours before pickup time as we need time to pick and pack the goods.
9. Where is your warehouse located for self-collection or walk-in purchases?
Our warehouse is located at 28 Tuas South St 3 Singapore 638027. Please proceed to level 2 office for ordering and payment. Please proceed to level 1 warehouse for collection.
10. What is your opening hours for self-collection or walk-in purchases?
Our opening hours for self-collections and walk-in purchases are from 9am to 5pm (avoid 12pm to 1pm).
1. Can I change or cancel my order?
Amendments and cancellations are not allowed once order is confirmed.
Cancellation by Sheng Sheng F&B
Sheng Sheng F&B, at its sole discretion, reserves the right to cancel any order. Cancellation may be due to limitations on quantities available, inaccuracies or errors in product or pricing information or due to outstanding payments by customer. Any refunds will be processed within 7 working days from the date of cancellation.
2. Can I return my goods and/or request for exchange?
Returns and exchanges are only applicable for damaged products and incorrect orders. Requests for return or exchanges will be reviewed and accepted on a case-by-case basis. Please contact us for returns/exchanges questions within 5 days of the delivery.