FAQ



Points and Redemption

How do I earn points?
As you add items to your cart, you will receive reward points depending on the item. In order to view how many points your selected item has, simply click your cart and refer to “Reward points” under the item.
In addition to purchasing products, you may also refer your family & friends to Aw’s Market. When your family/friend provides your phone number upon registration, you will gain 2000 points while he gets $10 off.
You will be able to redeem the points for discounts or selected items on our website.
Below is a summary of the ways you may earn points:

Actions

No. of points earned

Register an Aw's Market account

200

Purchase products

Depends on item

Refer a friend

2000

Happy collecting! :)

Do my points have an expiry?
As of now there is no expiry to your points.

How do I use my reward points?
Points can be used to offset the value of items under our "Rewards" category. Allowing you to claim them at a discount/for free.
Our rewards page is refreshed weekly with new items. It will be live every Friday from 0000hrs to 2359hrs.

Upon putting the items in the cart, there will be a "Use Reward Points" dropdown below the cart.
Apply the amount of points you wish to use to offset the price of the item.
  • Step 1
  • Rewards Button in TopNav
  • Go to "Rewards" via the main navigation.
  • Step 2
  • Product which is Aw's Market Reward Item
  • Add Reward item of your choice to cart!
  • Step 3
  • Cart Check Out Reward Redemption Corner
  • Go to cart and scroll down to "What would you like to do next?" to key in the amount of points you wish to use.

Delivery

What are your delivery timings?
Deliveries happen from Tuesday to Sunday (no deliveries on Monday), with two delivery time slots:
  • Noon Time (10am to 2pm) - Not Available at the moment
  • Evening Time (2pm to 6pm) 
Please take note that we are not able to accommodate to special timings. Please order early to avoid disappointment. Eg; if customers require the item for Saturday evening, please select Friday for delivery. 
Please ensure that the mobile number stated in the order is valid, and has notifications turned on. Should the mobile number be unresponsive during the time of delivery, Aw's Market drivers reserves the right to leave the premises and the customer will be charged another redelivery. 


When is the earliest available delivery slot?
There is a calendar option during check-out that shows the delivery dates available for you to indicate your preferred delivery slot. Aw's Market offers next-day deliveries to orders that are submitted and confirmed before 5pm. 

If I am not home, can the package be left at my door?
For food hygiene purposes, no deliveries shall be left outside the door without an acknowledgement from the customer. Please make sure that someone is available at your selected time slot to collect your products.

Can I change my delivery slot if I am suddenly unable to be home at the allotted time slot?
We will try our best to accommodate on a case by case basis. Please WhatsApp us at 83631286 to reach our customer service.

What if I missed my delivery?
We will leave you a notification of delivery and contact you as soon as we can to reschedule another delivery time and date. Do note that you will have to pay for the delivery fee again. 

Can I track my order?
Unfortunately, we do not offer real-time tracking of products at the moment. However you can be rest assured that your products will be delivered to you at your allocated delivery time slot. If you have not received your purchases at that time, do WhatsApp us at 83631286.

How much does delivery cost?
A minimum order amount of $30 applies at the moment.

Order amount

Delivery Fee

$30 - $49

$8

$50 and above

Free

How are my fresh meat deliveries handled?
We understand that customers can sometimes feel finicky about fresh meat deliveries. All daily fresh products are personally handled on the mornings of your delivery date and packed as shown below.
  • Step 1
  • Aw's Market Order Delivery Packed in Clean Plastic Bag per Customer
  • Every order is personally packed and prepared by our team on its date of delivery.
  • Step 2
  • Aw's Market Order Package Ice Chilled for Delivery
  • All orders will be placed in boxes packed with ice, and then moved out for delivery!
While stocks last: For customers who spend $150 and above, their orders will be additionally delivered in a premium cooler bag as shown below.
  • Aw's Market Order in Premium Cooler Bag
  • Akin to other orders, but placed in our premium cooler bags.
  • Aw's Market Order in inside of Premium Cooler Bag
  • Inside goods have the ability to remain chilled even after arriving at their destinations.

Products

Why is my personalisation request not fulfilled?
There are a few possible reasons why your customisation request was not fulfilled or wrongly fulfilled:
  • Your customisation request was added in the delivery remarks during check out instead of the personalisation requests. Please ensure that your customisation requests are recorded in the right area. 
  • Your customisation request was not doable, or did not have enough information. Please ensure that customisation requests are clear and easily understood. Aw's Market will not be liable to wrong customisations or customisations that are not fulfilled.  (Our number 1 tip to ensure your customisation is confirmed is to WhatsApp or email our enquiry lines)
  • Please note that customisation applies to the whole product. We will not be able to do two different types of customisation on a single product / unit size. 
  • Customisation requests for products that do not come with the personalisation request option will not be entertained. 
  • Requests for repackaging (eg. 500g of meat packed into 2 vacuum packs) will not be fulfilled. However, customers can request for food grade bags to repack their meat at no additional cost (Up to 5 pieces only). 

How long can I keep my products for?
  • For our beef, pork and chicken products, you may keep them chilled for up to 2 days. Products may be frozen and kept up to a month. 
  • For our seafood products, you may keep them chilled for up to 1 day. Products may be frozen and kept up to a month.
  • For our deli products, the expiry date will be indicated on the packaging. Products may be frozen and kept up to a month.

Where are your products from?
The origin of the product can be found on each product's page.
Our pork products are from Indonesia, seafood products from Malaysia/Indonesia, chicken products from Malaysia, and beef products from Argentina, Australia, USA, New Zealand and Japan.

Are your products halal?
As Aw’s Market sells pork, we are not halal certified.

What should I do if I faces a missing item from my order?

We will try our best to accommodate on a case by case basis. Please WhatsApp us at 83631286 to reach our customer service within 24hours.



Payment

Is there a minimum order amount?
Yes, $30.

What are the payment methods?
We only accept credit/debit card payments via Mastercard, or Visa. If you have any issues with payment, please WhatsApp 8363 1286 for assistance. 

What does my order status mean?
  • Processing: Your order has been confirmed and is being processed for packing and delivery on your selected delivery date.
  • Pending: The transaction has not been completed or the transaction has bounced due to poor internet connection. Please contact us through WhatsApp at 8363 1286 if you would like to make payment directly through PayNow.
  • Failed: Payment has failed or was declined. Please try again or use a different payment method.

Why did my payment fail and what should I do?
There are a few possible reasons why your payment was unsuccessful:
  • Your connection may have dropped during checkout
  • Your card may have been rejected
    (Our number 1 tip to ensure a smooth checkout experience is making sure your internet connection in stable and strong before proceeding to pay!)
  • Failed: Payment has failed or was declined. Please try again or use a different payment method.
If you are still having trouble placing an order after multiple attempts, please contact us here with a screenshot of the error and we'll sort it out for you.

Not sure if your payment was successful? Don't worry, you can check your order history page to see the status of your order.



Can I request for a refund? 

Cancellations after order has been confirmed is not allowed. In the case of orders/items that are not fulfilled, a store credit refund (in denominations of $10 maximum per voucher) will be provided. 
There will be no cash/credit card refunds provided.

Others

Why isn't the enquiry hotline replying to my message?
Our enquiries hotline at WhatsApp 83631286 is slated to respond from 9am-6pm on weekdays. During these times, we will speedily respond to your queries!

What if I am not satisfied with the quality of my product?
Please accept our sincere apologies for defects or damages on the items you have received. You may WhatsApp us at 83631286 or email us at enquiry@awsmarket.com.sg and we will address your issue as soon as possible.

What if I ordered the wrong product? Can I change my order?
Do let us know at least two days in advance if you would like to change your order, simply by contacting us through email at enquiry@awsmarket.com.sg or WhatsApp at 83631286. We will not be able to accommodate your request if it’s less than two days.

Can I cancel my order?
Kindly email us at enquiry@awsmarket.com.sg or WhatsApp us at 8363 1286 to enquire if it is possible for your order. Cancellations are not allowed and is decided on a case by case basis. 

Why doesn't my refund code work?
The refund voucher code needs to be entered via the "Gift Certificate" input in order to work. Kindly see the picture below for reference.