FAQ SAM’S Online Store FAQ Why SAM’S Groceria Online? SAM’S Groceria is a premium urban grocer of which 60% of the store’s selections are fully imported. It also houses SAM’S Deli, that serves freshly made food and a variety of beverages. At SAM'S Groceria Online, customer can start shopping without having to go to any of our stores. Everything is just a finger click away. What is SAM’S Groceria’s pick-up and delivery operating hour? 10.00 am to 9.00 pm. What kind of products can I buy on SAM'S Groceria Online? what item are sold online? SAM’S Groceria carries wide varieties of groceries. Items sold: Foods and Beverages, Home Appliance, Health and Beauty. You will find thousands of household essential products on SAM’S Groceria, from the big name manufacturers you trust and continuously update the up-and-coming products in future for better satisfaction. Customer satisfaction is our goal. To achieve the goal, we will provide the best shopping experience to you. My Account How do I get started? You can Sign Up and become SAM’S Groceria’s Member to experience online shopping with SAM’S Groceria Online. To register, click on Sign In button on your top right and proceed to enter your details. Otherwise, you can browse the item first and register at checkout process. How do I edit the information on My Account? You have to Sign In at SAM’S Groceria Online and you look for My Account button. Click the button and continue to edit your account. i.e. Name, Address, Billing address, Email, Phone number and etc. How do I change or add addresses? If you want to add “New Address” (different address) you may click “Add My Address” button provided as your other delivery address. How do I view orders I’ve made? You may click “Order Details” and view your order details i.e. ordered item, item amount and total of your order. Do I get my SAM’S Groceria Card point if I shop through SAM’S Groceria Online? Yes. SAM’S Groceria Card points will be added when you shop through SAM’S Groceria Online or at SAM’S Groceria Store if you are SAM’S Groceria Family Card Member. Making an Order Shopping --> Sign In 1. Browse item 2. Add item into cart 3. Sign In 4. Enter recipient details (Name, Address, Phone No., Email) 5. Specify pickup/delivery time 6. Enter billing details 7. Review order 8. Click confirm button Sign --> Shopping 1. Sign In 2. Browse item 3. Add item into cart 4. Enter recipient details (Name, Address, Phone No., Email) 5. Specify pickup/delivery time 6. Enter billing details 7. Review order 8. Click confirm button What about items I have ordered which are out of stock? Items that are out of stock will be substituted by similar products but you may accept or reject the substitution or opt for other substitute items. Your total amount will be recalculated. Delivery What is the minimum order for delivery? The minimum order of every online purchase is RM50. Which area do you cover for delivery? For beginning stage, we are cover areas which postcodes are published on SAM’S Groceria’s website. In future, we will expand our business (delivery area) to all regions. Can my order/parcel being delivered to other places besides My Address? Yes, it can. Your order will be delivered to other places/areas that are within our coverage. Delivery charge applies. Please see table. What is the postage & handling charge on orders? Product TypeDelivery TypeSAM’S Groceria costRemarks (Orders 1 person can carry) Next day Click & Collect FREE Delivery costs will be presented to you before checkout. Orders confirmed after midnight will be considered as the next day's order and will be delivered one day after The next day delivery RM10.00 What if I’ am not home for delivery? Our deliveryman will return the goods to SAM’S Groceria store (at where goods are pick-up). Customer Service will contact you to reschedule date and time of next delivery. How can I change (reschedule) my delivery time slot? Please call our Customer Careline at 1300-300 786. Our Customer Care will help you to reschedule your delivery based on the available time slot. How soon I will receive my order? We will deliver your goods on the next day after you have completed your order placement within the time slot you have selected and will ensure that you will receive your goods within the time slot you have selected. The delivery team is late. Kindly call our Careline Centre at 1300-300-786 to track your goods. Will there be any penalty charged for reschedule delivery? No. Who can sign for the delivery? The card holder. Click and Collect/Pickup What is the minimum order for click and collect/pickup? The minimum order for Click & Collect must be RM50.00 per order. What proof of ID do I need to bring? Please bring your printed order confirmation or order number to pay for the goods. Unfortunately we will be unable to give you the goods without any of these forms of ID. What happens if I am late for my collection slot? Our e-Commerce Customer Service will contact you and help you to reschedule your collection time to the next available time slot. Where will my groceries be stored during my collection slot? All products are picked on the day of collection and safely stored in the temperature controlled collection point such as in the fridge, freezer or cupboard until you arrive. What happens if I am early for my collection slot? If you want to collect your order earlier, you can always contact us and we will try to accommodate to the request. In general, unfortunately, we will not be able to serve you before your collection slot. Which branch/store I have to go for click and collect/pickup? You have to go to branch that you have selected when you made online purchase at SAM’S Groceria Online website. If you select branch at Paragon Mall, Persiaran Gurney, you have to pick your goods at the same branch. Can I give responsibility to other person to replace me to collect/pickup my order? Yes, you can. First of all, we will call you to ensure that your people pick up the order instead of yourself. Please make sure that person has your order number/printed receipt. How can I change (reschedule) my click and collect/pickup time slot? Please call our Customer Careline at 1300-300-786. Our Customer Care will help you to reschedule your collection time based on the available time slot. Order Status Do you ship internationally? Our delivery covers only the published postcodes and states in SAM’S Groceria website. What is your logistic partner? We have our own delivery team. How can I track my orders? Please call our Careline Centre at 1300-300-786 to track your goods. Guide Price What is Guide Price? The prices on SAM’S Online Store website are guide prices only which are based on prices in store at the time you place your order. Therefore, the total guide price shown in your shopping cart and order confirmation email may differ from the total amount shown in your final invoice. For more info, please refer to Our Guide Price document. What price do I pay for my order? What you pay will be stated in the final invoice which is based on the store price of the products on the day of your delivery or pick-up. What are the factors that contribute to price difference between guide price and the Customer’s final amount charged? Weighed products, substitutions, price change in store and promotion periods. Payment Method What type of payment do you accept? We accept Debit card, Credit card VISA card, MasterCard, American Express Card. When do I make payment? For Click & Collect orders, we collect payment when you collect your goods at our Collection Counter. For Delivery, we collect payment at your door when we deliver your order. What is payment at the door? Payment at the door is you pay when we deliver the goods to you. How do you collect payment at the door? Our riders will swipe your credit card on our wireless EDC terminal which depends solely on the provider’s signal coverage. During the process, our rider may need to find a spot where the device can receive the strongest signal to be able to process your payment. What happens when my credit card is rejected? In the event where your credit card is rejected, our rider will request for your other valid credit card. If payment problem persists, we have no choice but to bring the goods back to store for your collection. Do you accept cash payment? For Click & Collect orders, we accept Cash, Visa credit cards, Master credit cards, while for debit card, we can accept for both card local and foreign. In order to protect our delivery assistants, for Delivery, we only accept Visa credit cards, Master credit cards while for debit card, we can accept for both card local and foreign. My Credit Card details are not being accepted. What’s wrong? Your credit card chips maybe unreadable. Please check with your credit card issuing bank. Rounding What is the Rounding Mechanism? The Rounding Mechanism is a method implemented by Malaysian Government whereby the total bill amount (including goods and services subject to tax) is rounded upwards or downwards to the nearest multiple of 5 cent. Total bill amount that ends in 1, 2, 6 and 7 sen will be rounded down while 3, 4, 8 and 9 cent will be rounded up to the nearest multiple of 5 cent. For example, a total bill amounting to RM82.01 will be rounded down to RM82.00. If it amounts to RM82.04, it will be rounded up to RM82.05. For more detailed explanation, please refer to the Bank Negara Rounding Mechanism document. Can Payment @ The Door be considered as payment over the counter? All over-the-counter payments will be subjected to the Rounding Mechanism irrespective of its mode, be it cash or non-cash. Payment @ The Door is also over-the-counter transaction as it would later be entered into Point Of Sales system. Where will the rounding adjustments be reflected? The rounding adjustments and final total will be clearly shown on the receipt/bill printed from the Point Of Sales system. Price Is the price that provided at SAM’S Groceria Online is different from store price? The price published on SAM’S Groceria website is always the same as SAM’S Groceria store price. However, due to the time difference between the time the order is placed and the goods picked for collection or delivery, price may differ. The final price will be the price on the day the goods are picked for collection / delivery. Is rounding amount applicable if I purchase via SAM’S Groceria Online? Yes. Product Quality What happens if the goods received are not as per my order? You can choose not to receive the goods that are not the same as your order. We will deduct the amount and only charge you for products you buy. What happens if the goods received are not in good condition? You can choose to reject the particular product and we will deduct it from the total amount. How about the quality of chilled product that I ordered? All chilled product will be delivered with chill bag to maintain the temperature and freshness. Cancellation What should I do if I want to make cancellation? Orders can only be cancelled when order status is “Approved”. You may Call our Care Line Centre at 1300 300 786 for assistance. Can I make cancellation upon the deliveryman arrived at my home? Yes, if the delivered items are not up to your satisfaction, rejection is allowed during delivery. I want to make cancellation. What should I do if the status shown is “Ready for Packing”? You may call our Care Line Centre at 1300 300 786 for assistance. Can I make the cancellation through your Customer Care Line? Yes, you can. Refunds Is there a 7 days return policy? Indeed there is. You may return the items (applicable item) within 7 days upon receiving the item. Please refer to table for refundable / exchangeable items. ProductRefund / Exchange Perishable products; Products we can't accept returns due to health and hygiene reasons such as undergarments. Promotional items, Displayed items,Fresh & Frozen, Camera & Printed product. Cannot be returned nor exchanged Other products Cannot be returned unless faulty must be done within 7 days from receipt So how do I refund my goods? To refund, you need to come to SAM’S Groceria branch bringing along the product that is to be refunded in its original packaging together with all complimentary gifts that come with it and its original bill. What criteria of items that can be refunded? Refund products must be in the condition you received them and in the original box and/or packaging. You are required to bring along the item purchased with the original receipt and packaging as well as the FOC products that come with it. Approval for refund will be granted on a case-by-case basis. What items that would not be accepted as refund? Please refer to table in FAQ on Refunds point no.1. Can I get my refund in cash? No, credit voucher will be issued instead or your credit card will be debited. Do I get my money credited back to my account? Yes. After the products returned, refunds will be processed within approximately 14 working days. Exchange How do I exchange my goods? Please come to SAM’S Groceria branch to exchange bringing along the product that is to be exchanged in its original packaging together with all complimentary gifts that come with it and its original bill. What criteria of items that can be exchanged? Exchange products must be in the condition you received them and in the original box and/or packaging. You are required to bring along the item purchased with the original receipt and packaging as well as the FOC items that come with it. Approval for exchange will be granted on a case-by-case basis. I want my money in cash instead of Credit Voucher? We issue Credit Vouchers for exchange. – Case by case. How long is the validity of the Credit Vouchers? They are valid only on the day they are issued. Is it possible if I want to exchange my item with the same item but different brand? Yes. There’s no problem. You can use your Credit Voucher to buy anything you want at SAM’S Groceria store. If the amount is greater than the Credit Voucher, you just need to pay the difference. If your item amount is less than Credit Voucher, balance would not be returned. Can I exchange the item at different branch? Item must be exchanged at the same branch.