FAQ

    Shopping at SoGoodK

    About our produce

    We pride ourselves as grocers with integrity. With our long-standing relationship with our partners in Japan, we are confident that SoGoodK’s products are of the best quality.

    As we are suppliers to some restaurants big and small in Singapore, we believe that if it is great for them, it would be perfect for households. We commit to a 100% satisfaction guarantee on every purchase.

    If there is any dissatisfaction with your purchase, please contact us within 12 hours from your selected delivery time slot* and we will work with you to make it right.

    We hope this guarantee allows you to shop with confidence in our quality, and in our commitment to serving you.

    Drop us an email (enquiries@SoGoodK.sg) with clear pictures and your order number.

    Refunds, exchanges and credits are done at the discretion of SoGoodK. We reserve the right to refuse unreasonable claims that cannot be supported with proof.

    Where are your products from?

    We take pride in learning about our produce, as well as the producers and farmers behind them before having them on SoGoodK.

    Unless otherwise stated, all of our products are imported or air-flown directly from various parts of  Korea. 

    Air flown items availability

    As much as we try to ensure that the item you ordered from SoGoodK is available via constant checks with the market, please note that there is little we can do if the item is unavailable due to external factors, such as weather and seasonal issues. We cannot foresee the availability of livestock, if we could, we would make it unavailable on the website ahead of time.

    We don't keep stock of the item and only fly it in when you make an order, so that the item will always be fresh.

    In the event that the item is unavailable, we will inform you as soon as the market informs us and issue a refund to your original mode of payment.

    If you'd like to replace the item with something that is available on our website (that doesn't require flying in), please let us know at least 24 hours before your delivery time slot. Any surplus will be refunded to your original mode of payment.

    How can I contact you?

    We welcome your comments, suggestions, questions, or problems regarding an order.

    Please include the order number (if any) in your correspondence.

    Emails are answered Monday thru Friday. Please allow 24 to 72 hours for an email response, depending on the day of week your email is sent.

    We are out of the office on Saturday and Sunday. Emails may not be answered on these days. 

    Our office hours are

    • Mon - Fri 9am - 6:00pm
    • We are closed on Saturday,Sunday and Public Holidays.

     

    Ordering and delivery

    Can I place an order without creating an account?

    Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://sogoodk.com/account/register and follow the instructions on-screen.

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at hi@sogoodk.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

    I have a delivery today but have not received it. What should I do?

    If it is still within the delivery time slot window, (that is, if you have chosen 10AM to 2PM and you are worried at 1PM), we'd like to ask for your patience.

    If it is past your delivery time slot, you may drop us a text or call us at 9626 2906. Please quote your order number for us to help you faster.

    How do I cancel my order?

    There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via hi@sogoodk.com, or call us immediately at tel: 9626 2906, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

    Can I alter my order?

    Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

    When will my order arrive?

    Orders that require shipping from Korea will be delivered within three to ten days, especially for fresh produce. Please get in touch by email to hi@sogoodk.com or WhatsApp at 96262906, if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

    What countries do you ship to?

    Currently we only ship within the island of Singapore. We do not ship to other countries yet.

    How much is shipping?

    • Shipping costs is SGD 10 per trip for order value less than SGD100.
    • If your order value is more than SGD100, we provide FREE SHIPPING within Singapore.

    Can I track my order?

    Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

    How can I share my experience / feedback about the delivery service?

    We value all feedback and are always eager to hear about your experience with us.

    Please email us at hi@sogoodk.com to share your experience.

    Payment

    What payment methods do you accept?

    We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or G-Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or G-Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

    Where is my refund?

    We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

    Returns

    Can I return or exchange an item?

    You can absolutely return your item to us, within 7 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges unless the product is spoilt during transit or it is due to our handling.

    How do I return an item?

    Please contact our customer service team via hi@sogoodk.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

    My order has arrived but it’s not as I expected. What can I do?

    If there is any dissatisfaction with your purchase, please contact us within 12 hours from your selected delivery time slot* and we will work with you to make it right.

    Drop us an email (hi@sogoodk.com) with clear pictures and your order number.

    We do not refund for the following reasons:
    1. Change of packaging
    2. Change of mind
    3. Items have been modified from its original state (I.E. freezing and thawing of a fresh chilled item)

    Depending on the refund claim, we may not be able to refund the shipping charges. Refunds, exchanges and credits are done at the discretion of SoGoodK. We reserve the right to refuse unreasonable claims that cannot be supported with proof.

    How long does it take to return an item?

    This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

    Misc

    Do you sell gift vouchers?

    We are planning to do so in the near future. Please do come back to check it up or subscribe to our newsletter or follow us in social media to stay updated. 

    How do I enter a promo code?

    You can enter the discount/promo code under 'COUPON' right below the Comments Box for your order.

    I forgot to add my discount code, can you refund me?

    We're sorry but discount codes are non-refundable. You may apply We're sorry but discount codes are non-refundable. You may apply the discount code to your next order or to your add-on order. discount code to your next order or to your add-on order.