Frequently Asked Questions

SuperNature Concierge

• 1. What is the SuperNature Concierge?
  A special service designed with your convenience in mind, the SuperNature Concierge makes it easy for you to shop with us, wherever you are.
  
  Whether it’s the freshest produce, daily essentials or wellness supplements, simply call or text us at 9670 0413 with your order, and we will have it ready for collection or delivery.
• 2. What can I purchase through the service?
  Anything and everything that’s available at SuperNature.
  
  Just send us your grocery list, and our team will let you know what’s available as well as the price of the items. If what you like to get is unavailable, we will provide you with recommendations for substitutes as well.
  
  Prefer to make your own selection? We can also send you photos or videos of the items upon request, so that you can better decide if you would like to proceed with the purchase.
  
• 3. How do I make a purchase through the concierge service?
  You can now make a purchase in two seamless steps:
  
  Step 1
  Text or call us with your order at 9670 0413, daily from 10am to 7.30pm.
  Once the order is confirmed, we will send you a receipt.
  
  Step 2
  Make payment and we'll have your order ready for collection or delivery – the choice is yours.
  Delivery charge of $20 will be waived with a minimum spend of $100 (members)/ $120 (non-members).
  
• 4. What modes of payment are available?
  You can make payment via PAYNOW or PAYPAL.
• 5. Is my credit card information secure?
  Your security is our priority. For your protection, we use PayPal to encrypt your credit card information. Your payment transaction will be conducted over a secure connection, keeping your personal information safe and confidential. Your information will not be used for anything other than processing your payment, or communicating with you for purposes of/in relation to your purchase.
• 6. What are the operating hours of the concierge?
  Our concierge service is available daily from 10.00am to 7.30pm, and we will attend to you as soon as we can. For messages received after hours, we will be sure to get back to you the next working day.
• 7. Do I still enjoy my Comoclub preferential rates if I use the concierge services?
  Yes, you will! Do provide us with your Comoclubber ID number before making payment and we will be sure to honour the discount.
• 8. Can I utilise my Comoclub gifts (i.e. birthday vouchers) if I use the concierge services?
  We can’t do so as the redemption of vouchers is only applicable for instore use at the moment.
• 9. Can I earn and redeem Comocredits if I use the concierge services?
  You will earn Comocredits as long as you provide us your Comoclubber ID number before making the purchase.
  
  However, we’re currently unable to allow the redemption of Comocredits via the concierge service, as we require proof of identification before redemptions can be made. This is to ensure that your Comocredits are protected and not used by anyone else but you.
• 10. Who can I contact if I want further information on my purchases?
  You can call us at 9670 0413 during our operations hours, or email customerservice@supernature.com.sg.
• 11. Can I change the items I have ordered?
  Once payment has been made and your transaction is complete, we will not be able to amend the order. We do apologise in advance for any inconvenience caused.
• 12. Can I cancel my order?
  We are sorry, but once your transaction is complete, your order cannot be cancelled.
• 13. Can I return something if I'm not satisfied with it?
  If you have received a damaged item, please reach out to us at 9670 0413 or email us at customerservice@supernature.com.sg with a picture of the item and we’ll get back to you as soon as possible.
• 14. Can I send my items to more than one shipping address?
  Only one mailing address in Singapore will be accepted for each transaction. If you have multiple transactions, you may include a different mailing address for each transaction. Please note that delivery charges may apply.
• 15. When will I receive my items?
  Deliveries are made from 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, subject to our delivery schedule.
  
  If you place your order after 2pm, you may request to receive your order the second working day, subject to our delivery schedule.
• 16. Can I choose a specific day and time for my delivery?
  While you may choose your delivery date, we're currently unable to accommodate requests for specific delivery times.
• 17. 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 upon your request 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 in advance 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.
• 18. I've placed my order but have forgotten my delivery date. Where can I get this information?
  You can call, text or WhatsApp us at 9670 0413 and our team members will assist you.
• 19. How do I qualify for free delivery?
  For members, spend above $100 in a single transaction for complimentary delivery.
  
  For non-members, spend above $120 in a single transaction for complimentary delivery.
• 20. What if I don't qualify for free delivery? What are your delivery charges?
  Each delivery is charged at $20 per delivery trip.
• 21. 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.
• 22. How soon can I pick up my orders?
  You may collect your items between one and two days after your order submission:
  

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