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Welcome to Jaya Grocer Support. We're happy to help!

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About Us

JayaGrocer Online is a one-stop online centre for all your daily needs. We provide excellent online shopping experience via our content, personalization web, mobile commerce, variety of quality products and reliable delivery service. We provide this platform to facilitate our customer’s hectic lifestyle to do groceries shopping while striving to reward you with convenient and pleasant shopping experience.

At JayaGrocer Online, customer can start shopping their daily needs with just a few clicks. Get your household essentials with the convenience of home delivery 7 days a week. We love to make your shopping spree fast and easy!

At JayaGrocer Online, you can choose from over thousands products spread across various categories such as fresh meats and vegetables, food essentials, bakery, beauty and health appliances, pet care and much more. Since our online shopping portal is still new, we work hard to make your shopping experience just same like when you shop at our bricks and mortar stores. Please let us know via our Online LiveChat, message or email if we missed out any of your daily needs.

JayaGrocer Online is currently operates in our pilot project retail stores which are Intermark Kuala Lumpur, Empire Subang Jaya, The Starling Petaling Jaya, and Plaza Jelutong Shah Alam. Soon, we will expand our delivery business in other areas and other cities too.

My Account

Be one of the members to experience an urban online shopping with JayaGrocer.com. To register, simply click on Register button on your top right and proceed to enter your details. Otherwise, you can always browse the item first and register at checkout process. Please ensure your delivery address is under our covered areas by checking the address on main page header.

Go to the Login page and click on Forgot Password. Please enter your email address in the field provided. An email with a link to reset your password will be sent to the email address you entered shortly.

All your personal details are kept under your account settings. To edit your existing details (eg. address or mobile no.), simply sign in and click on My Account (at the top right hand corner of the page). We will display all your personal details. Type your new details and click Confirm.

Select My Account on the website and all your personal details will be displayed. Type your new address and click Confirm. Please be noted that you can’t change address when a delivery is already due. You’ll need to wait until the order has been delivered before changing these details. If you really need to change the delivery address, please contact our Customer Service.

In order to enjoy the best experience on Jaya Grocer, please ensure that you have a working internet connection and are using one of the following supported browsers:

  • Google Chrome
  • Mozilla Firefox
  • Safari
  • Internet Explorer 9 or above

From time to time, we might schedule routine maintenance on our systems to deliver the best performance for you. You will be informed if you attempt to access the site and apps during these times.

Our app is currently limited to the Malaysian region in the App Store/Play Store. If you are having difficulties to download or access our app from the store, we suggest that you try to change the region/country settings of your Play Store/App Store to Malaysia or access our website on your mobile or desktop browser for a smoother shopping experience.

Mobile Apps

Absolutely yes. You can shop on your mobile phone or tablet by downloading our JayaGrocer app.

For iOS system devices:

For Android system devices:

You can shop on any devices you want. As long as you are using the same account across all your devices, your carts, addresses and payment method will be automatically synced across all of them. You can also visit JayaGrocer.com on your mobile browser to shop on the go. You just need to sign in to your account to get all your past activities across your devices synced.

For the best mobile app experience, we recommend you to enable automatic updates so you won’t miss to have a seamless shopping spree experience. However, if you prefer to manually update, do check on your App Store or Play Store regularly for newer version of the JayaGrocer app.

Ordering

To ensure you had the best shopping experience, we make everything easier for you. Basically, you have two options to choose:

First option:-

Check your delivery coverage → Register your details → Shop your groceries → Choose a time slot → Review, Payment and Checkout

Second option:-

Check your delivery coverage → Shop your groceries → Choose a time slot → Register your details → Review, Payment and Checkout

Kindly contact our Customer Service for any addition, amendment or cancellation of your order. Any changes should be done two (2) hours prior to scheduled delivery time.

Kindly contact our Customer Service for to change your delivery slot and please be noted it must be done two (2) hours prior to scheduled delivery time.

Once you’ve checked out, you’ll receive a confirmation email of your orders. You will see the details of your products, quantities and estimated prices relating to your order.

Products which are currently not available will be displayed as “Out of Stock” and customers cannot add the item to the shopping cart.

For your information, we use our outlet as a fulfilment base for online order. Therefore, some products that are available during your online order may be out of stock during fulfilment, as it might be purchased by walk-in customers. Our Customer Service will contact you to inform about the items that are out of stock to be substituted by the similar product. You may accept or reject the substitution or opt for other substitute items. Your total amount will be recalculated.

If customers are unable to be contacted, we’ll hold your order and wait for your response until 30 minutes prior to delivery time, before we automatically cancel the “Out of Stock” products and proceed the remaining items on your order.

We are responsible for the road safety of our riders and at the same time we take into consideration of our customers’ interest. We do our best to fulfil customers’ daily groceries needs by delivering your order using our fleet of speedy delivery motorbike. Hence, we regret to tell that we do not support bulk purchase at this time. The maximum quantity we allow customer to order is up to two (2) delivery boxes.

Every product you add to your Shopping Cart is measured to fit into the delivery box. If you have reached the maximum order (free delivery for the first-time user), you will be given options to stop or add one more box with additional of RM8 charge. If your order of these 2 boxes is above RM250, the delivery charges will be free.

At JayaGrocer.com, your satisfaction is our priority. There are a number of dedicated and professional people involved in your shopping trip to ensure you receive great service and great quality of products. Our expertly trained shoppers always pick the freshest produce and the longest sell by dates. They also carefully select fruits and vegetables as if they were shopping for themselves. You can also play your part to specify your orders by writing notes to your picker (on the website), for example, 'Medium-sized cabbage please'. When packing your produce, our team is trained to separate food from non-food, chilled from frozen and put heavy items at the bottom, to avoid any squashing.

At the moment, you can always check your order status by calling our Customer Service at 03-7734 3303. In future, you can check your order status via our real-time update on our mobile applications.

We care our customers until you satisfied. If you encounter any problem after receiving your order, you can always report the issue on the website. Our Customer Service is ready to help you. Just click Leave a Message button and write the issue and you can always give us feedbacks on how we can improve our service. We will definitely take your suggestions and work it to the next level.

If you can’t access the website or need any further assistance, please feel free to contact us at [email protected] or call us at +603-7734 3303.

Delivery

Our deliveries are available daily on Mondays to Sundays, from 10 a.m. to 9 p.m. Do not hesitate to make your order even on Public Holidays.

Our standard delivery charge for the next hour time slot is RM 9 per delivery box and RM8 for the second delivery box. Nevertheless, we are pleased to entertain your first free delivery. Deliveries are free if you purchase above RM 250 for all available time slots.

Each customer is entitled one-time free delivery and applicable for the first order of the registered account only. You have to verify your email in order to get the Free Delivery Code. Enter the code you received in the email during checkout to get the free delivery on your first order.

Register account → Verify email → Receive code → Enter code during checkout

The earliest you can receive your order is the next hourly window from the time you make your purchase, subject to available delivery slots.

We understand that you might want to purchase certain products only. Therefore there is no minimum order quantity for any item that comes with standard manufacturing packing with the same delivery charge of RM9 per delivery box.

Yes, you can make payment via cash upon receiving your order. We do accept credit/debit card on site via CIMB’s MPOS device. Our riders are well trained to handle all of the payment methods.

At JayaGrocer.com, we have our own fleet of speedy delivery motorcycle and friendly Delivery Representatives. You can always trust our JayaGrocer Crew as your order will be packed with care and delivered right to your doorstep with a smile.

Currently, we are covering most parts of Kuala Lumpur, Subang Jaya, Petaling Jaya, and Shah Alam areas (more to come very soon!). Therefore, on your first visit to JayaGrocer Online, you are required to enter the postcode of your delivery address and sign up so that we can identify which store is nearby to you. You don’t need to enter the postcode again on the next visit (within 30 days of your last logged in) as we already directed you to the nearest store of your saved delivery address.

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We are aware of your busy schedule or any emergency circumstances that you may have to face. Therefore, it is best to inform our Customer Service at [email protected] or call us at +603-7734 3303 to reschedule the delivery time.

In order to keep maintaining the freshness of the perishable items, our rider will return the goods to the fulfilment base if you are unable to be reached after 20 minutes of delivery arrival.

Our Customer Service will contact you to reschedule date and time of next delivery. We will do our best to reschedule your delivery but we regret to inform you that there will be an additional delivery charge of RM9 imposed after the unsuccessful first delivery. Do note that perishables such as meat and frozen food are not refundable in this instance, hence, you may need to re-purchase those perishable items.

Yes, your family or representative may receive your items on your behalf. He or she must sign the delivery form on your behalf. For verification purposes, the family member must present the order ID number before receiving the goods from our rider.

Delays sometimes happen due to circumstances beyond our control. For that reason, our Customer Service will call and inform you of any delay as soon as we can.

Currently at this moment, we do not support any self-collection order. All orders will be delivered by our riders to your delivery address.

Payments

We accept Cash on Delivery (COD), Debit card, Credit card VISA card, and MasterCard.

Yes, definitely. We guarantee that every transaction you make at JayaGocer.com is 100% safe. You are protected from any unauthorised charges (usage without the consent of the account holder) made to your card as a result of shopping at JayaGrocer.com.

As a fraud-preventive measure, we will send you a confirmation email once your order is confirmed. If you receive an email confirmation for a transaction you didn't approve, please contact your bank directly to raise this issue and they will then liaise with us on your behalf.

When making payment on the website, you are required to fill in your credit/debit card details for booking/locking purpose. Transaction will only be made once you have successfully received the goods with your signature on our Proof of Delivery (POD).

We do accept credit/debit card for COD via CIMB MPOS device.

Products

For the wrong/damage/faulty products that are caused by our party, 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. However, if you reject an order for any reasons that are not caused by our party, the delivery fee will still be charged. Our Customer Service will contact you to reschedule another delivery with an additional RM9 delivery fee. We apologize for any inconvenience caused.

You can choose to reject the particular product and we will deduct it from the total amount and make a refund for your money. We only collect the final amount of your goods received.

Our customer service will liaise with you regarding any issues of your order. In any case that we cannot replace your order, we will deduct it from the total amount. If the payment made online, we will refund your money. We apologize for any inconvenience caused.

All chilled product will be delivered with a cooler bag to maintain the temperature and freshness.

Customers can shop non-halal items on our website and mobile app. Jaya Grocer is very careful to ensure that Halal and non-Halal orders will not be mixed or get in contact with each other whether during checkout, delivery, or at any other time. To ensure this, we also use different colour of sealed bags and put in clearly separated parts of the delivery box for the transport of non-Halal items.

All photos on the website are for illustration purpose only. The packaging of the products may change due to festive seasons or promotional offers. Our party reserve to change the packaging of the products without prior notice. However, you can choose to not receive the goods that are not as per your order. We will deduct the amount and only charge you for the products you purchase.

Customers must be of legal age of 21 years and older to purchase or consume alcohol. Before you can order or sign up for an account, you must agree to our terms of use, confirming that you will not furnish alcoholic beverages obtained through the service to any person who is under 21 years of age. The riders we work with have been trained to recognize fake or invalid forms of ID and will deny orders to individuals who do not meet state-mandated standards. Once an order is delivered to a person of legal age, who shows a valid form of identification and agrees to the terms of use, it is that individual's legal responsibility to not share the order with people who are underage - essentially the same as when drinks are purchased from a brick and mortar store.

Pricing

If you notice an item that you believe is priced incorrectly or unfairly, please let us know at [email protected] We reserve the right to cancel ordered items that are priced incorrectly due to error. Or, you can choose to not receive the goods that are not as per your order. We will deduct the amount and only charge you for products you purchase. On very rare occasions, the price might change or wrong due to unforeseen events, we reserve the right to change to correct price without prior notice.

The prices published on JayaGrocer.com website and mobile app are always the same as the store price. However, due to the time difference between the time the order is placed and the goods picked for delivery, the price may differ. The final price will be the price on the day the goods are picked for delivery.

Upon payment, you’ll see on the website and apps we show the total to be paid as the guide price. However, we cannot guarantee this is the final price due to some reasons:

  • Between placing an order and having it delivered there may be new promotions or other price changes on products in your order.
  • Loose produce (for example, fruit and vegetable) is charged by weight so it is chosen by quantity of produce - the price can vary as the weight of the product does.
  • Pre-packed, weighed items like meat, poultry and cheese may also result in a slight variation in price. If the products you order aren't available, we'll always try to offer you a substitute product.

Our Customer Service will update you about the substitution product. In any case, you may accept or reject the substitution or opt for other substitute product.

Return/Refund

We aim to make you happy for everything you purchase from Jaya Grocer. Should you change your mind about your purchase due to some reasons, please bring the product to our nearest outlet with the proof of purchase within 7 days. We are pleased to offer a replacement or refund. Please be aware that some products have different return time limits and exceptions. We do not refund on certain products that are being unsealed or used due to health and hygiene reasons (such as toothbrush or soap). We ask that perishable food items are returned within their use by date.

After you’ve handed the product(s) back to the Customer Service Counter (outlet which you shop online), we'll refund your money in the same way you paid for your product. If you use credit or debit card, your money will go back onto the same card. If you purchase by money, we will return the exact amount to you.

Please be noted that the process of return for credit or debit card will involve the procedure from the respective bank. The money will be refunded by your selective bank to your account within 14 working days.

Please contact our Customer Service if you change your mind to cancel the order 1 day before the delivery. We’ll refund your money in the same way you paid for your product.

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03-7734 3303