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FAQS


Hello! Welcome to Crab Towkay, your one-stop shop for delivery of live and frozen seafood! Here’s a list of Frequently Asked Questions. If you can’t find your question below, feel free to drop us an email here.

ORDERING & SHIPPING

  • How do I make an order?

To make a purchase, simply select the quantity of items you want, and click “Add to Cart”. Once you are done shopping, hover your mouse over the shopping cart icon on the top right corner of the website,and click “Proceed to Checkout”. You can then proceed to enter your billing information. Do ensure that the correct weight/ products are selected as no changes will be allowed upon check out.

Remember to select the delivery date, and also indicate under Order Notes which time slot you would prefer for delivery: 12pm to 3pm OR 3pm to 6pm. Please note that we only deliver from 3pm to 6pm on Weekdays.

Select your payment option and click “Place Order” to proceed with payment.

PAYMENT

We accept Internet Banking (IB) and Paypal Payments only. After making your payment, do click on the “update payment details” link found in your invoice.
In order to secure your purchase, you must update your payment details within 12 hours.

Orders not updated after this time frame will automatically be cancelled.

For Paypal payments, do make payment directly via the Paypal pop up after carting out.Please do not click “back”, cancel or refresh at any point as it will mean payments are not synced on our server.Payments made via Paypal are verified automatically by Paypal.

Crab Towkay reserves all rights to reject any orders without these details. Please note that by adding item(s) into your cart, it does not signify you have successfully purchased the item(s). Item(s) is only secured upon submission of payment.

Our bank account details for internet banking are:

UOB Current Account: 422-304-801-8

DELIVERY

  • Free Delivery

You will qualify for free delivery to one location with a purchase of more than $99 in a single receipt! For orders below $99, there will be a $15 delivery fee. Please note that we do not provide for self-collection.  

  • Delivery Timings

Weekdays: 3pm to 6pm ONLY.

Weekends: 12pm to 3pm, 3pm to 6pm.

Order before 5pm for next day delivery. Do indicate in the “Order Notes” field at checkout which timing you prefer if you are ordering for the weekend.

  • Delivery Address

Please ensure your delivery address is valid, and contains the following details:

Company / shop name (for businesses / shop houses)
Block and Unit number (for HDB flats / condominiums / apartments)
House number (for private estates)
6-digit Postal Code
Do provide a valid address to ensure prompt delivery!

If your address details are incorrect (wrong unit / block no. / postal code), please notify us immediately in writing by replying to your Invoice Email.

Be sure to provide a valid mobile number as well just in case we need to call or SMS you regarding your delivery.

  • Failed Delivery

Please ensure that someone is available to receive the fresh products. We are unable to wait longer than 5 minutes at each delivery location. As products are fresh, we are unable to leave them at the door.If the delivery is not received, it will be returned to the warehouse and considered a failed delivery.

An extra $50 re-delivery charge will be levied for every failed delivery.

  • No Show

If your delivery fails to arrive on time, either

Reply to your Invoice Email to let us know, or
Drop us an email at contact@crabtowkay.com with the subject “Failed Delivery”. Please also ensure that your invoice/order number in included in the email. We will investigate all no-shows immediately and arrange for a re-delivery if necessary.

TERMS & CONDITIONS

Kindly take some time out to read our terms and conditions to ensure a fuss free and enjoyable shopping experience.
By shopping with us, you are deemed to have acknowledged, understood, and agreed to the terms as stated below. Our working days are Tuesdays to Sundays.

  • GENERAL

a. Crab Towkay is owned and operated by Avant Consulting Pte. Ltd.
b. Our working days are Tuesdays to Sundays.
c. For sales enquiries, kindly email us at contact@crabtowkay.com with your order number.
d. All transactions (emails and payment verifications) will be attended to within 1-2 working days.
e. Please refrain from sending us multiple emails within 2 working days if you do not receive a reply. This will mean your email is pushed further up and it will result in delays. Your satisfaction is our priority, and we will strive to get back to you as soon as possible!

  • PURCHASE AND DELIVERY

a. Kindly ensure you have selected the correct item in the correct weight/quantity before checking out.
Crab Towkay will not be able to amend orders once they have been confirmed and will not be held liable in the event the wrong weight/quantity are selected, or if duplicate orders are placed.

b. Kindly ensure the full and correct address is stated. Orders with incomplete/incorrect address may result in lost or delayed mailed.

c. If you have a discount code, please ensure to input the code before checking out for discount to be valid. No refunds will be made for orders where discount codes are not entered at point of purchase.

d. Crab Towkay reserves the right to accept or reject any order(s).

e. Customers who have at least one successful purchase from us will automatically be added to our mailing list.

  • EXCHANGES

a. All products sold are not exchangeable and not refundable.
b. Store credit discount codes can only be used once, and are not applicable for return and exchange or with any further discount redemptions.

  • QUALITY OF ITEMS

a. Crab Towkay will take utmost reasonable care to ensure that descriptions, sizes, details, and prices of products are correct at the time when such information was input into the system. Crab Towkay reserves the right to vary the price and other details of the products without notice. Crab Towkay reserves the right to provide the best available size of the product corresponding to the price quoted.  Do note that some products are sold in weight ranges; Crab Towkay reserves the right to provide the product in any size within that range.

b. If items delivered are spoiled or incorrect, contact us immediately within 24 hours of the deliver. We will proceed with the necessary rectification steps, such as re-delivery or provision of store credit.  Contact us by replying to the invoice email, or call us at 91528239. Please do not send the items back on your own accord. Contact us before you dispose of the items, as the Crab Towkay team might pick up the item to investigate. At Crab Towkay, we strive to provide the highest quality products and customer service. Your cooperation is much appreciated!

  • HEALTH AND SAFETY

Standard health warning: As with all raw animal proteins like rare steaks and sashimi, there are risks associated with consuming raw oysters. If you have any chronic illness of the liver, blood, stomach or have any immunity disorders, you are encouraged not to eat raw oysters. When in doubt, always consult your physician before consumption. Crab Towkay and Avant Consulting Pte Ltd will not be responsible for any mishap that may arise from consumption of our oyster products.

  • ORDER CANCELLATION

a. If Crab Towkay cancels your order, Crab Towkay will notify you via email and refund you any sum paid by you to Crab Towkay in respect of such an order as soon as possible. Crab Towkay will not be liable for any loss or damage whatsoever that arises from cancellation of orders. Crab Towkay is not obliged to compensate for any disappointment or inconvenience caused from cancellation of orders.

b. Should you decide to cancel your order, you may do so up to the point when Crab Towkay has commenced processing the order, at no cost incurred. Once Crab Towkay has begun processing orders, cancellations will not be possible. All requests to cancel or vary orders after purchase has been made on the Crab Towkay website are subject to mutual agreement and the discretion of Crab Towkay.

 

  • SALES

a. All prices of sale items are deemed final by Crab Towkay.
b. Sale items are strictly not exchangable / refundable.

  • CONTESTS

a. All contests organized are open to Singapore customers only, unless stated otherwise.
b. Crab Towkay reserves the right to amend the terms of contests without prior notice.

PRIVACY POLICY

Crab Towkay is committed to protecting the privacy of all our consumers. Our privacy policy intends to provide our consumers with a safe and secure online shopping experience. This privacy policy protects consumers providing information through the website and is not intended to protect business information. By shopping on our store, you agree to collection and use of your information.

  • Your Privacy

We will not divulge your personal information, email address, credit card information to any third party sites without your permission, unless you have requested for or authorized us to do so. We do not sell your personal information to any third party sites for any reason. Your personal information may, however, be shared with third parties to complete a transaction that you have authorized us to perform.

  • Marketing

If you have joined our mailing list, you will receive occasional updates on the latest products and special offers from Crab Towkay. In addition, you will also have the opportunity to receive such updates and offers from third party sites that are in collaboration with Crab Towkay. All members of the Crab Towkay mailing list have the option of opting out of receiving such updates. You can click on the unsubscribe link sent in the mailers.

  • Cookies

A cookie is a small file that is stored on your hard drive. By registering an account with us, your computer will store an identifying cookie by remembering your email add, saving you time each time you log into our store. If you wish to prevent cookies from being stored on your computer, you can change the settings on your browser.

  • Protecting your security

Your personal information provided by you may be used to conduct appropriate anti-fraud checks. If requested by the credit reference of a fraud prevention agency, your personal information may be disclosed.

Crab Towkay reserves the right to amend the terms from time to time without prior notice. If you have any clarifications, kindly email us at contact@crabtowkay.com



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