FREQUENTLY ASKED QUESTIONS (FAQ)
How do I get my hands on fresh seafood from Japan?
Since we air-flown fresh products from Japan every week, it would be best if you can order in-advance.
We usually open our fresh vegetables and seafood pre-orders such as fresh sashimi and uni during weekends (Friday 12pm onwards) and a last-round pre-order mid-week (Wednesday evening). Fresh items and products will arrive by the end of the week (Friday-Saturday).
If you are purchasing fresh, air-flown items, we would recommend you arrange your delivery during the weekend.
What is IQF (Individual Quick Freezing)?
IQF is a form of freezing technology where every individual piece in the packet is frozen separately from the others. The great thing about it is that the process does not damage the meat cells, thus preserving its natural taste, authentic structure and nutritional content. Best of all, it makes it more flexible for you as you do not need to cook the whole packet once open, just take up the amount you need for the meal. It also contributes to less food waste, win-win situation! 😊
In case you were wondering how we strike a balance between affordable pricing and quality products; it is all thanks to our well-equipped and sophisticated warehousing facility. We receive goods and produces from Japan every week and they were directly sent to their respective warehouse facilities according to their storage requirements.
Same time, we also own a central kitchen, where we prepare and process goods we acquired from our fellow suppliers.
With that, we are proud to say that KODAWARI owns a NEA-approved warehouse and central kitchen in Woodlands, Singapore. Designed exclusively for F&B business, we have 3 different types of food-grade warehousing facilities, dedicated to every product’s needs.
Central kitchen
F&B is rapidly evolving towards efficient and safe food delivery due to COVID pandemic. People nowadays demand fresh, delicious and nutritious food at their homes and in their offices. With this, we believe that with our in-house central kitchen, we can provide our consumers a healthier and more delicious food choice.
Stations are always kept clean and sanitized after using.
Dry warehouse
Dry warehouse is where we store all our dry goods and products that do not have any strict temperature requirements. Some of the products include canned drinks, certain sauces and condiments, snacks and more.
Frozen warehouse
KODAWARI owns a state-of-the-art frozen warehouse. It is used to store frozen goods and produces (meat, seafood etc) to keep them fresh, ensuring them at their best quality state. Our frozen warehouse helps in eliminating sprouting, rotting and insect damage, allowing us to deliver the best quality products there is to you. Temperature is well maintained between -20°C to -18°C in accordance with NEA guidelines.
Chilled warehouse
Our chilled warehouse is where we store vegetables and fruits we acquired from Japan. Temperature is well maintained between 0°C to 3°C in accordance with NEA guidelines, keeping the fresh produces in their best condition.
Electrolyzed Water Filter | 電解次亜水とは
To ensure the safety of our customers when it comes to consuming raw ingredients (sashimi etc), we use electrolyzed water filter to sterilize the products before sending them to you.
Electrolyzed water is weakly alkaline bactericidal electrolyzed water with low effective chlorine concentration, for the use of sterilization. The salt pack attached to the filter is added into the water as well as safe food additives, to sterilize food and cooking utensils. It’s environmental friendly as well as it possessed very little chlorine 😊
The water filter is also compliant with the Japan Food Sanitization Law.
薄い塩水を電気分解して作られる次亜塩素酸ナトリウムを主成分とする弱アルカリ性で殺菌・除菌を目的とした有効塩素濃度が低濃度の殺菌性電解水です。一般的には「電解次亜水」と呼ばれており原料は「水」と「塩」と「電気」なので、安価かつ、安全に作ることができます。
また、電解次亜水は、食品添加物である次亜塩素酸ナトリウム（殺菌料）の希釈液と同等とみなして取扱いできます。食材や食品の殺菌洗浄を始め、厨房全体の衛生管理に安心して使用できます。
食中毒対策と厨房の衛生管理
- 野菜や魚介類などの食材・食品の殺菌洗浄
- 食器・調理器具の除菌洗浄
- ふきん・おしぼり・タオルの除菌洗浄
- 床・壁・テーブルの除菌洗浄
How to check my orders?
An invoice will be sent to you once your order is being made. Alternately if you have an account with KODAWARI, you can log in to your account and check the order status from there.
Why are my reward points not credited after I make an order?
Reward points will only be credited after the order is completed (in this case, the order is being delivered to you). Feel free to check your account again one day after you receive your order, or contact us at cs@kodawari.sg if there’s any problem.
About Air Flown Items
KODAWARI is now bringing in fresh items directly from Toyosu Market, Japan! If you want to enjoy fresh seafood but don’t know where to go, you are now looking at the right place. Featuring a series of exquisite sashimi grade seafood, indulge yourself in some Japan vibes today 🙂
What's the schedule?
Are air flown items refundable?
Air flown items are only refundable provided that you receive them in poor condition. We would like to seek for your kind understanding as we will only purchase from Toyosu market once we receive your order, hence in case there’s an issue and you would like to cancel your order before delivery, we are only able to refund you non air flown items in your order.
The products that we have on KODAWARI are all stored in our well-maintained warehouse located in Singapore.
We take our packing and delivery seriously with utmost care as mentioned in our motto, we want to deliver you our commitment towards product quality and the accessibility towards quality Japanese goods.
There is a reason we want to deliver. 届けたいワケがある。
All of your purchased goods are packed and picked by our dedicated, experience staff. We will have a quality check before packing, and frozen products (meat, fresh seafood, ice cream etc) will come with dry ice and Styrofoam boxes to preserve the freshness. The dry ice can preserve the products for up to 5-7 hours, so please place the products into your freezer as soon as possible upon delivery.
What kind of delivery services KODAWARI offers?
We currently provide:
1. Door to door delivery
2. Self collect in our warehouse at Woodlands
For door-to-door delivery, if you prefer a contactless delivery, please make a remark at the order note before completing the order.
How do I get FREE delivery?
We are currently running a tier-based delivery fee. Frankly speaking, buy more to save more 😊
- FREE delivery for orders over $150
- $5 delivery fee for orders above $100 but below $150
- $10 delivery fee for orders above $50 but below $100
- $15 flat rate delivery fee for orders below $50
*The above delivery fee applies to the entire Singapore (including Sentosa)
* Please note that extra charges ($15) will be added in case of re-delivery due to customer’s personal reasons (not around during delivery, delivery team unable to perform contactless delivery due to access, incomplete customer address, incorrect phone number etc), thank you for your kind understanding
How do I self collect my order?
Self collection address: 56 Woodlands Terrance, S738464
Kindly pick the self collect option during checkout, and also pick your preferred date of collection.
Do also note that the address is for self collection only, no shopping around in our premise is allowed during the collection.
What’s the schedule for delivery?
You will be able to pick your preferred delivery time and date when you make an order.
Time slots:
We delivery every Tuesday, Wednesday, Thursday and Friday (excluding public holidays).
For Wednesdays and Thursdays:
- 10:00-17:00
- 10:00-14:00
- 13:00-17:00
For Tuesdays and Fridays:
- 13:00-19:00
- 13:00-17:00
- 15:00-19:00
Rest assure that we will send you a message via email during the day of your delivery 😊
When is the cut-off time for next-day delivery?
The cut-off time for next-day delivery is 12pm everyday.
Example: If you order before 12pm on Tuesday, you can schedule delivery for Wednesday. However if you order after 12pm on Tuesday, you can only schedule the delivery from Thursday onwards.
We do not offer same-day delivery (yet) because our staff needs some time to pick and pack your orders, and also making sure that you get the best from us. We thank you for your understanding 🙂
What to do if I want to change my delivery time?
Kindly email us at cs@kodawari.sg if you would like to change the date or time slot at least 48 hours before your originally selected date and we will make the arrangements accordingly.
What to do if I have yet to receive my order during delivery day?
Kindly note that we will try our very best to deliver during your preferred time slot, as sometimes our delivery team might be slightly late due to unforeseen traffic and weather.
If your order has yet to arrive within your preferred time slot, we kindly seek your patience and understand as our delivery team is probably on their way 😀
However if you have yet to receive your order after your preferred time slot, do feel free to give us an email at cs@kodawari.sg or Whatsapp us at +65 82482825 .
What happens if I am not around during delivery day?
We will automatically conduct a contactless delivery if you are not around, and for frozen products, they can last for 3-4 hours inside the cooler box, so no worries but it would be great if you can collect the items as soon as possible.
However, please note that this is only applicable for housing units that are accessible to our delivery team.
Alternately, you can email us at cs@kodawari.sg or Whatsapp us at +65 82482825 at least 1 day before the delivery date, so we can change the date for you 🙂
We strongly advise someone to be around for housing units that require access to the doorstep (condominiums with specific lift access, terraces etc).
Please note that extra delivery charge ($15) will be added in case of re-delivery due to the customer’s personal reasons (not around during delivery, the delivery team unable to perform contactless delivery due to access, incomplete customer address, incorrect phone number etc), thank you for your kind understanding.
KODAWARI reserves the right to change sales campaign’s terms and conditions at any time without prior notice.
How to apply coupon?
You can apply the promo code on top of the checkout page, where we will ask if you have a coupon.
What if I forgot to apply a coupon?
Unfortunately coupons are non-refundable. You may apply the coupon to your next order.
We would like to apologize in advance in case you are reading this because you would like a refund or exchange. We take our product quality and services very seriously. Your experience and trust are our top priority, in case that your issues are not being stated below, non the less please email us at cs@kodawari.sg and we will sort it out according.
What happens if KODAWARI accidentally miss out an item?
If the missing product is stated on the invoice but not delivered, kindly drop us an email at cs@kodawari.sg along with your order number.
We will issue a one-time refund via reward points provided reasonable.
The products I received are not as advertised
If there’s any dissatisfaction regarding your purchase, please contact us via cs@kodawari.sg within 24 hours along with your order number and photos/images/clear description as proof.
We do not provide refunds or exchanges if:
- You have a change of mind regarding the purchase
- Only the packaging is different than advertised
Refunding discounted products
We occassionally have promotions and sales, such as $10 off the full bill for orders more than $150.
However kindly note that our system will prorate the discounts (terribly sorry that we will not be able to rectify this issue until further notice).
For example, if you purchase products during sales period:
1. Kagoshima Pork $30
2. Gyoza $10
3. Hokkaido Steak $110
Apply voucher $10 off for orders above $150
Discount rates will apply in prorated form:
1. Kagoshima Pork ($30 discounted to $28)
2. Gyoza ($10 discounted to $9.34)
3. Hokkaido Steak ($110 discounted to $102.70)
In case we need to issue a refund, kindly note that we will only be issuing the amount that you paid for the item after discount.
Which means for example, if we have to refund Hokkaido Steak, the refunded amount will be $102.70 as our system showed that we’ve only received $102.70 as payment.
We want to be transparent regarding this to avoid misunderstanding and hope to seek your kind understanding regarding this. KODAWARI reserves the right to change sales campaign’s terms and conditions at any time without prior notice.
We accept credit/debit card payment and PayNow only.
If you have any problems regarding payment, feel free to email us at cs@kodawari.sg and we will assist you as soon as possible.
How to pay via Debit/Credit Card?
For debit/credit card, kindly pick debit/credit card as your payment option and key in your card details during checkout to make the payment.
How to pay via PayNow?
For PayNow:
- Pick PayNow as your payment option when checkout.
- A QR code will be generated once you confirm an order.
- Please scan the QR code via your PayNow app to make payment.
- Alternately, you can save the QR code image/screenshot the QR code and import it into your PayNow app to make payment.
Is it safe to purchase from us?
KODAWARI is currently using a trusted and reliable shopping cart system & payment gateway to conduct online orders and transactions.
Sign up as our member and earn reward points while shopping with us! With every $1 purchase you will earn 1 point.
100 points = $1
Points can be used on your next purchase as rebate points!
* Reward points are only applicable for members only
We would love to reward you for helping us spread the word! For every friend that you refer and make a purchase, you will get $7 worth of KODAWARI points!
We will also be giving your friend $7 KODAWARI points after they complete their first purchase.
HOW TO REDEEM: Please ask your friend to add a remark of the referral name when making his/her first order.
In case you did not receive the points after the purchase has been completed, kindly drop us an email to cs@kodawari.sg and we will arrange accordingly 🙂
*Points will be credited into your account within 3 working days.