FAQ

Q:  Which area do you deliver?

A: We deliver all over Shanghai and surrounding areas. We have our own professional fleet of vehicles to handle deliveries to customers. We also work closely with third-part logistics platforms to ensure that customers receive goods on time.

 

Q:  Are there any delivery fees?

A: Delivery will be free of charge if your online order is over RMB 199. For orders less than RMB 199, a fee of RMB 49 will be charged.

 

Q:When can I expect the delivery?

A: For orders in Shanghai, we provide flexible delivery time since we have independent logistics. The delivery is expected to arrive at the same day at your requested time if an order is placed before 10:00 am and 3:00 pm. A one-hour delivery is also possible for the orders within 3km of our physical stores. ( If you have any questions of whether you're within 3km, feel free to contact our customer service.) Orders on other days are available as well.

For orders in other cities near Shanghai, we use a third-party express company to deliver your goods to you. This will take several days to arrive at your address. We will notify about the status of your delivery.

For delivery in other parts of China, check with our customer service regarding the delivery regulations of fresh and frozen products.

 

Q: What payment methods do you support?

A: We support WeChat Pay, Alipay, PayPal, VISA, Matercard and Credit Card. Plus, we also support the payment method of cash on delivery.

 


Q: How do you make sure your products quality?

A: Product quality is ensured from three aspects. First of all, the SGS food safety test, which includes a range of food safety and sanitation tests that can be proven to meet hygienic requirements, is applied to test our products. Our QC team regularly test our fresh food through SGS to ensure our food safety and hygiene. Long-term testing results show that our food is fully compliant with SGS standards.
Beside SGS test, The choice of suppliers is very important and we are very cautious in our selection of suppliers. Our suppliers are certified and have a perfect financial system, legal product compliance, and qualification certification. A long-term and stable relationship with high-quality suppliers determines the quality of our products and our competitive prices.
Product quality is also ensured by Advanced ERP management system. ERP has significant features such as integration, systematicness, flexibility and real-time control. The ERP system enables our company to take a more flexible approach to the warehouse management and performs batch management for each batch of purchases in a synchronous, agile and real-time way. Therefore, issues such as expiration backlogs are prevented. Therefore customers receive the freshest products.
Product quality is one of our main priority.

The SGS food safety test, reliable suppliers and ERP management system are our recipe to product quality.

Q:  How do we request a Fapiao?

A: You can request a Fapiao under the Notes/Remark section when placing an order and our customer service staff will arrange the Fapiao to be delivered to you.

You can also send an email to service@timesgrocery.cn to request a Fapiao.

  

Q: Do you have a physical storefront?

A: We have three stores in China

1.Tianjin Store

S-018, Royal Palace, Second Avenue, TianJin China


2.Shanghai Jinfeng Store

Lane 569, YunLe Rd No.1, Unit 137, Shanghai China

3.Shanghai Huangyang Store

No.57 HuangYang Rd, Pudong, Shanghai China

We welcome all customers to visit our branches and interact with our in-store staff. Our branches offer a full range of products and regularly host interesting tastings.
Come visit us!

 

Q: What’s your advantage?

A: With over 20-year-experience in imported products, we have extensive knowledge of our customers eating habits and popular product brands. Furthermore, we have a wide range of products. Fresh produce, dairy, bakery, pantry, snacks / sweets, beverages, baby care, healthy & beauty, pets & house, are available in our online store. We have imported products from all over the world, from European countries such as Italy, Germany, France, Spain and other continents like US, Mexico, New Zealand, Southeast Asia and Australia.
Plus, with extensive relationships with well-known and stable suppliers and brands, we are the only Chinese distributor of some popular US brands such as
General Mills, Ben & Jerry's, Cake Mate and Mother Earth. Not only do we have more than 7000 products, but also our prices of popular imported goods are competitive and fair.

 

Q: What is Times Grocery doing to improve sustainability practices, reduce waste, and 'Go Green'?

A: We reduce, reuse, and recycle using eco-friendly 100% compostable plastic bags. These eco-friendly bags carry groceries the same as traditional bags, yet after you get home, you can multipurpose use them as trash bags for compostable waste!
Also, our products come in sturdy cardboard boxes from our suppliers. These boxes are sorted out and can be recycled to customers to carry their groceries home.
To better protect your delivery goods, Times Grocery comes with its own delivery cardboard box. Our boxes are environmentally friendly and it will keep your goods safe during transportation and will slowly reduce the use of plastic packaging. We will keep you updated about our carton boxes and are looking forward to recycle with you.
You can learn more about it in our article:
Our Color is Green


Q: Can we recycle with Times Grocery?

A: As we are working on sustainability and recycling packaging, we encourage you to return the ice-packs, plastic bags, isolation boxes and carton boxes after receiving your order. We are glad to reuse and recycle them for you.
Please inform our customer service team if you will return the ice-packs/carton boxes, and the drivers will collect them from you at your next delivery.
If you wish to receive non-plastic wrapping, during check out let the customer service or in the check out remarks know that you don't need any plastic or wrapping, so they can bear it in mind.
Reduce, reuse, and recycle with us!


Q: What should I do if I have a question about the item I received?

A: Please contact our customer service staff in time to let us know your questions.

If the goods are damaged in any way, please take a photo and contact our customer service staff. Our team will be in touch with you.

For produce/fresh products, relevant complaint should be within 24 hours. For manufacture/factory prepackaged food/products, relevant complaint should be within one week.

If you have any questions, feel free to contact our staff at the email below:

Customer Service work phone: 02166080572

Customer Service Email: service@timesgrocery.cn

 

Q: What are the complaint rules and recommendations?
A: We have a limitation status for complaints.
Complaints for produce/fresh products are valid within 24 hours after delivery. If the complain exceeds 24 hours, compensation will be giving for the first complaint, and no compensation will be given for the second time. However, coupon compensation may be granted as appropriate.
If the complain exceeds the limitation status, no compensations shall be granted.
Complaints for manufacture/factory prepackaged food/products are valid within one week after delivery.
General quality complaints about common products will be refunded one time. Serious quality complaints will be compensated ten times.
If one of your products is out of stock, missing, wrong or late delivered, you will get a one-off compensation approach.
For return or exchange a product, please contact our customer service, and include your order details and the reason for refund.
If the product has been opened, it cannot be returned, unless there are quality issues.

 

Q: What happens if my ordered product is out of stock?
A: In case your ordered product is out of stock, missing or wrong delivered, 30 RMB will be recharged up in your account balance as a compensation gift.


Q: What is your return policy?
A: If your food is damaged or spoiled, please report it within 24 hours and your order will be exchanged accordingly.

For non-food, please report it within 7 days and your order will be exchanged accordingly.

 

Q:  Is the 10% off discount with the first order valid for all products?

A: No. The 10% off applies from the original retail price and is not valid in combination with other discount promotions.

 

Q: If we want to give feedback, who should we contact?
A: Times Grocery keeps improving on high-quality services. We are interested to listen to your needs and your thoughts regarding our online store, customer service, our products, recommending new items and so on.
If you have any suggestions, please contact our customer service staff any time at the number or email below:
Customer Service Phone: 021-660805721
Customer Service Email: service@timesgrocery.cn
For other PR or marketing opportunities, feel free to contact our marketing staff at the email below:
Marketing Team: marketing@timesgrocery.cn

 

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