Frequently Asked Questions

GENERAL

• 1. How do I qualify for free delivery?
  It's easy! There are two ways to do this:
  1. Place an order of $120 and above for each delivery trip.
  2. When you become a SuperNature Regular Member, delivery is free with a spend of $100. Click here to find out how to become a member.
• 2. What is a standing order?
  A standing order is an arrangement that you set up with SuperNature to have a fixed number of items delivered to you on a weekly basis for a period between 2 to 12 weeks. On our product index pages, we have indicated the products that are available for inclusion as a standing order.
  
  To set up a standing order, click on a product to see its details. Select the "Standing Order" button, use the drop-down menu to choose the duration of your order, and click "Add to Cart".
• 3. What's in your Farm Boxes?
  Only the freshest, tastiest produce! We've got five Farm Boxes for you to choose from - Original, Baby, Juice, Asian, and Western - and each box contains three to four standard items, as well as three to four seasonal items. Visit our Farm Box section for more details.
• 4. Will I always get what is listed on the website?
  We'll try our best to supply everything that's listed, but we may be foiled by bad weather or poor crop yields. Also, organic food is delicate and can sometimes be damaged en route to us - if this happens please email us at customerservice@supernature.com.sg so we can investigate..
• 5. Can I change my Farm Box contents if I don't like a particular fruit or vegetable?
  As we've fixed the contents of our Farm Boxes (this allows us to order in larger quantities in order for you, our customer to enjoy the freshest organic produce at affordable prices), the discretion as to what goes into the Farm Box is ours, so unfortunately, you are not able to change the contents due to individual preference.
• 6. What happens if I'm away on a holiday?
  Call us at +65 6854 7399 or email customerservice@supernature.com.sg at least one week in advance to let us know you'll be out of town. We'll arrange to stop your Farm Box or standing order deliveries while you're away, and resume your orders upon your return.
• 7. Where do you get your fresh produce? Are they all certified organic?
  Our fresh produce comes from around the world depending on the seasons - Australia, USA, Spain, Holland, France, Thailand and Malaysia.
  All our fresh produce is certified organic unless stated otherwise.
• 8. What happens if the item(s) I purchased online is not in stock?
  If the item(s) purchased online is not in stock, you will receive a refund back on your credit card.
• 9. How long does it take for the refund to be credited back to my credit card?
  The refund lead time varies from bank to bank. Please check with the issuing bank of your credit card for details.
• 10. What happens if I use a promotional code?
  Orders using promotional codes will not be eligible for further discounts or member points.

REGISTRATION

• 11. How do I make a purchase online?
  You'll first need to set up an account with us, and you can do this here. With your personal SuperNature account, you'll be able to place and track orders, as well as review your order history.
• 12. Can I see what I've previously ordered?
  Yes you can! After signing in, click on "Order History" and you can view details of your previous orders, as well as the status of your current orders.

DELIVERY INFORMATION

• 13. Can I send my items to more than one shipping address?
  Only one mailing address in Singapore will be accepted for each online transaction. If you have multiple transactions, you may have a different mailing address for each of such transactions. Please note that delivery charges may apply.
• 14. Do you deliver overseas?
  Unfortunately, we don't ship overseas at the moment. However, please let us know if you'd like us to deliver to your country, so we can take your interest into consideration when we're ready to expand.
• 15. When will I receive my items?
  Deliveries are made Monday to Saturday between 10am and 6pm
  If you place your order before 2pm you may request to receive your order the next working day, if a delivery slot is available
  If you place your order after 2pm you may request to receive your order the second working day, if a delivery slot is available
• 16. Can I choose a specific day and time for my delivery?
  Whilst you may choose the day of your delivery, we're currently unable to accommodate requests for specific delivery times.
• 17. Can I request for my Farm Box to be delivered on a different day each week?
  Unfortunately, no - we can only deliver your Farm Box on the same day of every week.
• 18. I have placed orders for a Farm Box and other items. Can I request for two delivery dates?
  If you include the other items in the same transaction as your Farm Box order, they will be delivered with your Farm Box. If you'd like to arrange for delivery on two dates, please place two separate orders (i.e. separate transactions). But do remember that delivery charges apply per transaction.
• 19 What if no one is home to receive the delivery?
  If you're not at home, we can leave your items at your front door or at the guardhouse with the security guard, who will sign off on the delivery order. Alternatively, if you have a preferred pick-up arrangement or drop-off location, please let us know via the comments box on the checkout page and we will do our best to accommodate, subject to our delivery schedule. However, please note that we will not bear any responsibility for losses or damages to your purchased items.
• 20. I've placed my order but forgotten my delivery date. Where can I get this information?
  You can refer to your confirmation email or log in to your account and check your order status.
• 21. How do I qualify for free delivery?
  It's easy! There are two ways to do this:
  1. Place an order of $120 and above for each delivery trip.
  2. When you become a SuperNature Regular Member, delivery is free with a spend of $100. Click here to find out how to become a member.
• 22. What if I don't qualify for free delivery? What are your delivery charges?
  Each delivery is charged at S$20 per delivery trip and deliveries will be made according to our delivery schedule.

MEMBERS LOGIN

• 23. What is my customer number?

  If you are a Club 21 member, you can locate your customer number on:

  
  Club 21 Card

  
  SuperNature Confirmation Email

  Alternatively, please enter your email address or NRIC here

• 24. Don't have a customer number?
  If you are not an existing SuperNature or Club 21 Cardmember, you can apply for a new membership online. Please click here to apply.
• 25. Have a customer number with no password?
  If you are a SuperNature or Club 21 Card member but have not activated your online account, please click here to activate your online account now.
• 26. Forgot your password?
  If you have forgotten your password, please click here.

PAYMENT AND PRICING

• 27. How can I pay for my purchases online?
  (a) Currently, these are the cards we accept:

  1. American Express
  2. MasterCard, MasterCard Debit
  3. Visa, Visa Debit via PayPal^TM

  (b) And these are the cards that are not accepted for online service:

  1. Switch
  2. Electron
  3. Maestro
  4. Some other international debit cards or any other international debit cards, credit or other modes of payment.

  Please check with your credit card company if you have questions on how payment will be carried out. Also, please note that the charge on your statement will be from "SuperNature eShop.
• 28. Must I use a Singapore address as my billing address?
  No, you don't have to use a Singapore billing address.
• 29. Must I use a Singapore credit card to pay for my purchases online?
  No not necessarily so as we accept a number of international credit cards. Please refer to point 14 above for our list of accepted cards.
• 30. What if something goes wrong during the checkout process and my credit card statement shows I've been charged twice?
  If that happens, please contact us at +65 6854 7399 or email customerservice@supernature.com.sg, and we'll be happy to set things right.
• 31. Is my credit card information secure?
  Yes! Your security is our priority. For your protection, we use PayPal^TM to encrypt your credit card information - that's why you'll be asked to enter your credit card information every time you make a purchase at our online store. Your payment transaction will be conducted over a secure connection, keeping your information safe and confidential. We'll never use your information for anything other than processing your payment or communicating with you for purposes of / in relation to your online shopping.
  
  For more information, please visit our Terms and Conditions page.
• 32. Are all prices inclusive of GST?
  Yes! All product and delivery prices are inclusive of GST at the prevailing rate.

ORDER CONFIRMATION

• 33. Will I receive an email telling me that my order was successfully placed?
  Yes! You'll receive an order confirmation via email. If you do not receive one within 2 days, please call +65 6854 7399 or email customerservice@supernature.com.sg to let us know. If there are problems with your order, you'll hear from us by phone or email.
• 34. I received an order confirmation via email and I noticed a mistake in my shipping address. How can I correct this?
  Please call us at +65 6854 7399 during office hours or email customerservice@supernature.com.sg and we'll be happy to assist you.

RETURNS/EXCHANGES/CANCELLATIONS

• 35. Can I change the items I have ordered?
  We're afraid not. Once your transaction is completed, the payment amount is set and your order cannot be changed.
• 36. Can I cancel my order?
  We're sorry, but no. Once your transaction is completed, your order cannot be cancelled. If you choose not to accept delivery, we are not able to refund any and all payment made.
• 37. Can I return something if I'm not satisfied with it?
  If you've received a damaged item from us, please email us at customerservice@supernature.com.sg so we can investigate

COLLECTION INFORMATION

• 38. Can I collect my orders instead of having them delivered?
  Yes! You may collect your items from our store at 583 Orchard Road #B1-05/09 Forum the Shopping Mall Singapore 238884 during our operating hours.
• 39. How soon can I pick up my orders
  You may collect your items between one and two days after your order submission:

  Order Received	Earliest Delivery Time
  Before 2pm	Next working day from 12pm to 7pm
  After 2pm	Second working day from 12pm to 7pm

  
  Here are our collection days and times:

  Monday to Saturday	12pm to 7pm
  Sunday & Public holidays	No collection available

CUSTOMER SERVICE

• 40. Who can I contact if I want further information on my online purchases?
  You can call us at +65 6854 7399 during our office hours (Monday to Friday, 9am to 6pm), or email customerservice@supernature.com.sg. We're always eager to hear from you!

TERMS AND CONDITIONS

• 41. What are the terms and conditions for online purchases at SuperNature?
  You'll find the full details on our Terms and Conditions page.

Happy Shopping!