FAQ

Frequently Asked Question

Shipping

We currently only ship within Malaysia.

West Malaysia
• RM10 flat rate

East Malaysia
•  RM20 (First KG)
•  Add-on RM8 for every additional KG

*Please check the website regularly as we do offer free shipping from time to time.

Confirmed orders will be shipped out from our warehouse within 1-3 business day(s) if they are placed before 12 noon, Monday – Friday, excluding public holidays.

Delivery lead times are as follows:

• West Malaysia: 3 – 5 working days for your order to arrive.

• East Malaysia: 5 – 7 working days for your order to arrive.

Delivery to rural or remote areas may take an additional 2 – 3 working day.

At the time of delivery, you may be required to validate the delivery of the products by signing-off with the delivery personnel. You agree to inspect the packing of the parcel and to ensure the seal is not damaged or opened before you sign for received products. 

Please check the content of the parcel if you found the seal is broken and you may refuse to sign for received products.

You have 2 options if you missed a delivery.

1. You can self collect the item at the collection counter as per stated in the Notification Card / SMS.

2. You can request a second delivery of the item with the courier company. 

Should the order be unable to be delivered to you successfully 2 attempts, or you do not pick up your order at any nearby location as stated by the carrier, the order may be disposed after the stipulated time given. Therefore, we will not refund you any amount that you had spent on your order.

My Orders

No. Once payment has been made we are unable to change the delivery address. However, you may contact the customer service as soon as possible to make necessary arrangement.

Please locate your tracking number from the delivery confirmation email or by logging into your user account under recent orders tab. 

Alternatively, you may visit the carrier website and enter your tracking number in the tracking widget to see the status of your order delivery. 

Please allow a few hours after you receive the delivery confirmation email for the system to reflect the status of your order delivery.

In the circumstances that you have not seen a status update of your delivery after a week since receiving confirmation email, please contact our customer service for further assistance.

Once payment has been made, an email with invoice will be sent to your personal email (the one you entered upon checkout). 

If you do not find any order confirmation email in your mailbox, kindly check your junk mail.
Alternatively, you can log in into your user account under recent orders tab to download your invoice.

Payment

We only accept Malaysian Ringgit (MYR).

Payments will be accepted and processed via FPX Online Banking, Debit / Credit card (Visa, Mastercard) via toyyibPay.

No. We do not accept “Cash On Delivery” as a payment method.

Return/Refund Policy

• Did not receive the order
• Received an incomplete product (missing quantity)
• Received the wrong product(s) (e.g. different product)
• Received a product with physical damage (e.g. broken seal or damaged packaging)

If the returned item is due to mistake/mishandling by The Ground Store, we will be responsible for the shipping cost.

The customer has seven (7) calendar days to return an item from the date he/she received our products. After seven (7) days from the item being delivered, any requests for a refund shall not be entertained.

No. Due to food safety, once the food package left our warehouse no return/exchange will be entertained.

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