FAQs – Cold Storage Christmas 2020

GETTING STARTED

How do I register?

To place an order, you will have to create an account. Please click here to register with us.

If you are an existing customer, simply click 'Log In' and enjoy your hassle free online shopping with us!

What are the Modes of Payment?

  • Visa Checkout
  • Credit Cards - VISA, MASTERCARD, AMERICAN EXPRESS and JCB
  • UOB One Credit Card and UOB One Debit Card

Change of your online account’s delivery address, email or password.

You may change your delivery address by clicking on My Account at the top where you will have the option of updating which you can update your account information. You will need to be logged in to access this function. Please log in here.

I forgot my password.

Click here to reset your password. You will be asked for an email address that we may email your new password to.

ORDERS

Adding items to cart

Products added to your Cart will be available from any compatible web browser. Available inventory will only be assigned to your order after you click Proceed with checkout and initiate the checkout process. Your items will then be reserved for 30 minutes till you make your payment.

How do I change, cancel or add items to my order?

No changes can be made to your order upon completion of your order and payment.

How can I check my previous order?

Click My Order History, at the top to check your order history. You will need to be logged in to access this function. Please log in here.

STORE COLLECTION (FOR CHRISTMAS FOOD ORDERS)

When can I order?

The first day of ordering commences on Sunday, 1st November 2020. The final day you can order

for Christmas Day is on Sunday, 20th December 2020.

When can I collect my purchase?

You may collect your purchases from 1st December 2020 onwards. The final day of collection is on

Christmas Day, Friday 25th December 2020.

Can I change my collection store after ordering?

No changes can be made to collection dates/stores after making payment.

Can I request for re-heating, cutting and slicing service for my Christmas Food Orders?

We regret to inform you that there will be no re-heating, cutting and slicing services available during the Christmas collection period.

What do I need to show when I arrive at the collection counter?

You need to print out the email confirmation, or flash an electronic version of the confirmation email to the collection counter. We will be unable to process your collection in-store if the confirmation email cannot be verified by our staff.

I want to collect my item before my stipulated time.

Our staff will not be able to process your collection if you choose to want to collect before the timeslot you selected.

My party will only be held after Christmas Day (e.g. 26 th Dec – 31st Dec). Will I be able to order for collection after Christmas?

Kindly note that our last day of collection will be on Christmas Day. Please note that should you

wish to collect it after Christmas Day, we will not be able to guarantee its freshness post-Christmas.

Please refer to the individual expiration tagged on the products.

Where can I find store addresses and contact information?

You may check our online store locator.

DELIVERY (FOR CHRISTMAS FOOD ORDERS)

Delivery

Cold Storage shall use reasonable endeavours to deliver products of acceptable quality to the delivery address and on the delivery date selected by the Customer. Cold Storage shall not be liable for any delays in its delivery services, if the delay has been due to causes beyond the control of Cold Storage.

Cold Storage delivers only to addresses within mainland Singapore (including Sentosa Island). In addition, we are unable to serve the following areas with postal codes starting 61, 62, 63, 69, 70, 71. Cold Storage does not deliver internationally at this point.

What are your home delivery timings?

There are 6 delivery timings daily: 9am – 11am, 11am – 1pm, 1pm - 3pm, 3pm – 5pm, 5pm – 7pm and 7pm - 9pm. The earliest delivery slot you may select is 5 days from your ordering day (eg. If you order on 4th Dec, the earliest delivery date you may select is from 9th Dec onwards). The first delivery slot will be on 1st December 2020, and the last delivery slot will be on 25th December 2020.

What’s the minimum order and delivery charges?

There is no minimum order for Christmas food items. For order value less than $59.00 per delivery, there is a $7 charge. You can get FREE delivery for order value of $59.00 & above.

Change of delivery address or delivery schedule after your order?

A change of delivery address or delivery schedule is not permitted. Please check your delivery details carefully before confirming your order. If the delivery address or schedule needs to be changed after an order has been placed, you will have to cancel your current order and reorder using the new address or schedule. Delivery slot availability is limited and we are unable to guarantee the same time slots on your reorder.

When can I order?

The first day of ordering commences on Sunday, 1st November 2020. The final day you can order

for Christmas Day is on Sunday, 20th December 2020

PRODUCTS

How do I see my purchases so far?

  • Click my cart and you will see a list of items that you have picked.
  • You may change the quantity of items at this time by clicking the +/- button and remember to click 'Update' for the changes to be accepted and continue shopping

What is your freshness guarantee?

All items are tagged with its expiration date. Kindly refer to the product labels for information on its

Use By Date. Items are best consumed on the day of collection.

PAYMENT

What are the payment methods accepted at Cold Storage Online?

  • Visa Checkout
  • Credit Cards - VISA, MASTERCARD, AMERICAN EXPRESS & JCB
  • UOB One Credit Card and UOB One Debit Card

Will my information be kept private?

Please refer to the Privacy Policy Section.

CHRISTMAS FOOD FAQS

Do I need to cook the food that I've ordered?

Please refer to the 'Prep tips' for each item to check on any additional preparation needed.

Are all of the Christmas Items in the order warmed and ready to serve?

Please note that all of our items are fully cooked and packed in chilled conditions. Most of the

items will require reheating before consumption.

Is an oven required to cook or reheat the Turkeys? Does my oven have sufficient space to cook or reheat the Whole Turkeys?

An oven is recommended to cook or reheat the Turkeys. Should an Conventional Oven be not available, Microwave Oven is also suitable.

Please refer to below diagram and dimensions for reference:

4kg Whole Turkey –22cm (W) x 30cm (D) x 15cm (H)

10kg Whole Turkey –38cm (W) x 31cm (D) x 20cm (H)

11kg Whole Turkey –42cm (W) x 32cm (D) x 20cm (H)

13kg Whole Turkey –39cm (W) x 33cm (D) x 20cm (H)

Most standard conventional ovens at homes are able to take up to 10kg turkeys.

No Oven Options: You may choose to opt for our Sous Vide Turkey Breasts –3 different variants. To reheat, kindly place the sous vide bag into rolling water for 10 mins. Serve immediately.

Do the hams require cooking or reheating?

Similar to our Whole Turkeys, the hams are fully cooked and are ready to eat. Hams can be eaten chilled or warm based on personal preference.

Does any ham comes in pre-slice?

Yes, we do have hams that comes in pre slice options (Honey Baked Ham Pre-sliced 1.8KG and Champagne Ham Pre-sliced 1.2KG)

Where does our hams come from?

Our raw materials are imported from Germany, and processed in Singapore. We have an imported ham from USA - Burgers’ Smokehouse Hickory Spiral Sliced Glazed Ham 4KG.

How do I store my hams upon opening?

Bone-In / Leg Ham: Keep leg ham in a ham bag or a damp tea-towel in the fridge. Soak the bag in a mix of 1 litrewater to 2 tablespoons white vinegar then squeeze out the excess liquid, leaving the bag damp. Repeat every few days. Do not wrap hams firmly in order to allow some space for air. This will stop your ham from sweating.

Boneless / Sliced Ham: Store in an airtight plastic container lined with a piece of kitchen towel or waxed paper. Place sliced ham inside, then top with another layer of kitchen towel or waxed paper. Change when towel or paper is wet.

What are the allergens and ingredients list?

For the above information, these are written on the product labels.

Do you have vegetarian and vegan options?

Yes, we certainly do! Do check out our Vegetarian / Vegan options in this year’s Christmas edition.

These items are marked out as Meat-Free in our online microsite and Season’s Feasting Brochure

to make it easy when choosing your products.

DELIVERY (FOR CHRISTMAS TREES)

Delivery

Cold Storage shall use reasonable endeavours to deliver products of acceptable quality to the delivery address and on the delivery date selected by the Customer. Cold Storage shall not be liable for any delays in its delivery services, if the delay has been due to causes beyond the control of Cold Storage.

Cold Storage delivers only to addresses within mainland Singapore (including Sentosa Island). For deliveries to outlying islands and Jurong Island, please contact ftzehong@dairy-farm.com.sg, flim@dairy-farm.com.sg, and ymltien@dairy-farm.com.sg

Cold Storage does not deliver internationally at this point.

Can I order Christmas Trees in bulk?

Yes you can. Home Delivery charge of $60 is for per location and up to 3 trees. Should there be an order of 4th tree at the same location, an additional delivery charge of $60 will be applied. Our friendly staff will contact you within 4 working days of ordering on the additional charges.

Can I collect my Christmas Trees/stands at the collection store?

No, due to storage limitations, Christmas trees and stands can only be home delivered.

What are your home delivery timings?

There are 3 delivery timings daily: 12pm - 3pm, 3pm – 6pm and 6pm - 9pm. The earliest delivery slot you may select is 4 working days from your ordering day (eg. If you order on 4th Dec, the earliest delivery date you may select is from 8th Dec onwards). The first delivery slot will be on 1st December 2020, and the last delivery slot will be on 20th December 2020.

What’s the minimum order and delivery charges?

There is no minimum order for online trees/stands. Home Delivery charge of $60 is for per location and up to 3 trees. Should there be an order of 4th tree at the same location, additional delivery charge of $60 will be applied. Our friendly staff will contact you within 4 working days of ordering on the additional charges.

Change of delivery address after your order?

A change of delivery address after is not permitted. If the delivery address needs to be changed after an order has been placed, you will have to cancel your current order and reorder using the new address. Cold Storage online reserves the right to charge customers for a cancellation fee.

Please note if a delivery has been scheduled to the location at your chosen delivery slots, a cancellation fee or re-delivery fee will be chargeable.

Delivery and storage of the products

Our trees are carefully stored chilled in our warehouse to ensure freshness. We carefully control the conditions in which your products are stored and transported, from the moment we picked the items till the time you receive them at your doorstep.

My order did not arrive / did not arrive on time.

We would like to improve our service. You may contact our Online Customer Service team for further assistance

How do I dispose my tree after the festive period?

Unfortunately we do not provide tree disposal service. Here are some disposal tips:

Disposal Tips:

  1. Clean the tree of all ornaments, tinsel and lights.
  2. Cut the tree into smaller portions for easy curb pickup.
  3. For more information, you can also contact your town council for bulky items disposal, or refer to NEA’s website.

CARING FOR YOUR TREE

What do I need to take note of when caring for my Christmas Tree?

  1. Keep away from sunlight and heat.
  2. Always keep the tree stand filled with cold water or ice cubes, allowing the log to take in the water.
  3. Water is very important as it prevents the needles from drying and dropping off and the boughs from drooping.
  4. To prevent branches from drooping or breaking, keep your ornaments light.

REFUNDS, RETURNS & EXCHANGES

I have a problem with the collection of my Christmas food order.

Please check on your order immediately upon collection. There will strictly be no refunds, returns or exchanges for all item ordered online.

I have a problem with the delivery of my Christmas food order.

Please check on your order immediately upon delivery. You may contact our Online Customer Service Team for further assistance.

I have a problem with my Christmas tree order.

Please check on your order immediately upon delivery. There will strictly be no refunds, returns or exchanges for all items ordered online.

TECHNICAL

I can’t access the website.

Please ensure that your internet connection is working. If you are unable to access other websites as well, you will need to contact your internet service provider.

Occasionally, the browser's page tends to be very slow. The issue might be caused by your browser's cache. Clearing the cache and cookies might help solve this problem.

There are some instances of time-out screen displayed while doing your shopping, most probably this might be due to the high volume of traffic that caused the server to be very slow.

We sincerely apologize for the inconvenience caused, kindly wait for a few minutes and try to access our web page again.

For the best Cold Storage online experience, please ensure that you are using the one of the following supported browsers:

- Google Chrome

- IE11 & above

- Mozilla Firefox

FEEDBACK

Where can I give feedback on Cold Storage Online?

We would like to improve our service and you can use our Online Feedback Form or contact one of our friendly online customer service representative.

FAQs – Cold Storage Christmas 2020

GETTING STARTED

How do I register?

To place an order, you will have to create an account. Please click here to register with us.

If you are an existing customer, simply click 'Log In' and enjoy your hassle free online shopping with us!

What are the Modes of Payment?

  • Visa Checkout
  • Credit Cards - VISA, MASTERCARD, AMERICAN EXPRESS and JCB
  • UOB One Credit Card and UOB One Debit Card

Change of your online account’s delivery address, email or password.

You may change your delivery address by clicking on My Account at the top where you will have the option of updating which you can update your account information. You will need to be logged in to access this function. Please log in here.

I forgot my password.

Click here to reset your password. You will be asked for an email address that we may email your new password to.

ORDERS

Adding items to cart

Products added to your Cart will be available from any compatible web browser. Available inventory will only be assigned to your order after you click Proceed with checkout and initiate the checkout process. Your items will then be reserved for 30 minutes till you make your payment.

How do I change, cancel or add items to my order?

No changes can be made to your order upon completion of your order and payment.

How can I check my previous order?

Click My Order History, at the top to check your order history. You will need to be logged in to access this function. Please log in here.

STORE COLLECTION (FOR CHRISTMAS FOOD ORDERS)

When can I order?

The first day of ordering commences on Sunday, 1st November 2020. The final day you can order

for Christmas Day is on Sunday, 20th December 2020.

When can I collect my purchase?

You may collect your purchases from 1st December 2020 onwards. The final day of collection is on

Christmas Day, Friday 25th December 2020.

Can I change my collection store after ordering?

No changes can be made to collection dates/stores after making payment.

Can I request for re-heating, cutting and slicing service for my Christmas Food Orders?

We regret to inform you that there will be no re-heating, cutting and slicing services available during the Christmas collection period.

What do I need to show when I arrive at the collection counter?

You need to print out the email confirmation, or flash an electronic version of the confirmation email to the collection counter. We will be unable to process your collection in-store if the confirmation email cannot be verified by our staff.

I want to collect my item before my stipulated time.

Our staff will not be able to process your collection if you choose to want to collect before the timeslot you selected.

My party will only be held after Christmas Day (e.g. 26 th Dec – 31st Dec). Will I be able to order for collection after Christmas?

Kindly note that our last day of collection will be on Christmas Day. Please note that should you

wish to collect it after Christmas Day, we will not be able to guarantee its freshness post-Christmas.

Please refer to the individual expiration tagged on the products.

Where can I find store addresses and contact information?

You may check our online store locator

.

DELIVERY (FOR CHRISTMAS FOOD ORDERS)

Delivery

Cold Storage shall use reasonable endeavours to deliver products of acceptable quality to the delivery address and on the delivery date selected by the Customer. Cold Storage shall not be liable for any delays in its delivery services, if the delay has been due to causes beyond the control of Cold Storage.

Cold Storage delivers only to addresses within mainland Singapore (including Sentosa Island). In addition, we are unable to serve the following areas with postal codes starting 61, 62, 63, 69, 70, 71. Cold Storage does not deliver internationally at this point.

What are your home delivery timings?

There are 6 delivery timings daily: 9am – 11am, 11am – 1pm, 1pm - 3pm, 3pm – 5pm, 5pm – 7pm and 7pm - 9pm. The earliest delivery slot you may select is 5 days from your ordering day (eg. If you order on 4th Dec, the earliest delivery date you may select is from 9th Dec onwards). The first delivery slot will be on 1st December 2020, and the last delivery slot will be on 25th December 2020.

What’s the minimum order and delivery charges?

There is no minimum order for Christmas food items. For order value less than $59.00 per delivery, there is a $7 charge. You can get FREE delivery for order value of $59.00 & above.

Change of delivery address or delivery schedule after your order?

A change of delivery address or delivery schedule is not permitted. Please check your delivery details carefully before confirming your order. If the delivery address or schedule needs to be changed after an order has been placed, you will have to cancel your current order and reorder using the new address or schedule. Delivery slot availability is limited and we are unable to guarantee the same time slots on your reorder.

When can I order?

The first day of ordering commences on Sunday, 1st November 2020. The final day you can order

for Christmas Day is on Sunday, 20th December 2020

PRODUCTS

How do I see my purchases so far?

  • Click my cart and you will see a list of items that you have picked.
  • You may change the quantity of items at this time by clicking the +/- button and remember to click 'Update' for the changes to be accepted and continue shopping

What is your freshness guarantee?

All items are tagged with its expiration date. Kindly refer to the product labels for information on its

Use By Date. Items are best consumed on the day of collection.

PAYMENT

What are the payment methods accepted at Cold Storage Online?

  • Visa Checkout
  • Credit Cards - VISA, MASTERCARD, AMERICAN EXPRESS & JCB
  • UOB One Credit Card and UOB One Debit Card

Will my information be kept private?

Please refer to the Privacy Policy Section.

CHRISTMAS FOOD FAQS

Do I need to cook the food that I've ordered?

Please refer to the 'Prep tips' for each item to check on any additional preparation needed.

Are all of the Christmas Items in the order warmed and ready to serve?

Please note that all of our items are fully cooked and packed in chilled conditions. Most of the

items will require reheating before consumption.

Is an oven required to cook or reheat the Turkeys? Does my oven have sufficient space to cook or reheat the Whole Turkeys?

An oven is recommended to cook or reheat the Turkeys. Should an Conventional Oven be not available, Microwave Oven is also suitable.

Please refer to below diagram and dimensions for reference:

4kg Whole Turkey –22cm (W) x 30cm (D) x 15cm (H)

10kg Whole Turkey –38cm (W) x 31cm (D) x 20cm (H)

11kg Whole Turkey –42cm (W) x 32cm (D) x 20cm (H)

13kg Whole Turkey –39cm (W) x 33cm (D) x 20cm (H)

Most standard conventional ovens at homes are able to take up to 10kg turkeys.

No Oven Options: You may choose to opt for our Sous Vide Turkey Breasts –3 different variants. To reheat, kindly place the sous vide bag into rolling water for 10 mins. Serve immediately.

Do the hams require cooking or reheating?

Similar to our Whole Turkeys, the hams are fully cooked and are ready to eat. Hams can be eaten chilled or warm based on personal preference.

Does any ham comes in pre-slice?

Yes, we do have hams that comes in pre slice options (Honey Baked Ham Pre-sliced 1.8KG and Champagne Ham Pre-sliced 1.2KG)

Where does our hams come from?

Our raw materials are imported from Germany, and processed in Singapore. We have an imported ham from USA - Burgers’ Smokehouse Hickory Spiral Sliced Glazed Ham 4KG.

How do I store my hams upon opening?

Bone-In / Leg Ham: Keep leg ham in a ham bag or a damp tea-towel in the fridge. Soak the bag in a mix of 1 litrewater to 2 tablespoons white vinegar then squeeze out the excess liquid, leaving the bag damp. Repeat every few days. Do not wrap hams firmly in order to allow some space for air. This will stop your ham from sweating.

Boneless / Sliced Ham: Store in an airtight plastic container lined with a piece of kitchen towel or waxed paper. Place sliced ham inside, then top with another layer of kitchen towel or waxed paper. Change when towel or paper is wet.

What are the allergens and ingredients list?

For the above information, these are written on the product labels.

Do you have vegetarian and vegan options?

Yes, we certainly do! Do check out our Vegetarian / Vegan options in this year’s Christmas edition.

These items are marked out as Meat-Free in our online microsite and Season’s Feasting Brochure

to make it easy when choosing your products.

DELIVERY (FOR CHRISTMAS TREES)

Delivery

Cold Storage shall use reasonable endeavours to deliver products of acceptable quality to the delivery address and on the delivery date selected by the Customer. Cold Storage shall not be liable for any delays in its delivery services, if the delay has been due to causes beyond the control of Cold Storage.

Cold Storage delivers only to addresses within mainland Singapore (including Sentosa Island). For deliveries to outlying islands and Jurong Island, please contact ftzehong@dairy-farm.com.sg, flim@dairy-farm.com.sg, and ymltien@dairy-farm.com.sg

Cold Storage does not deliver internationally at this point.

Can I order Christmas Trees in bulk?

Yes you can. Home Delivery charge of $60 is for per location and up to 3 trees. Should there be an order of 4th tree at the same location, an additional delivery charge of $60 will be applied. Our friendly staff will contact you within 4 working days of ordering on the additional charges.

Can I collect my Christmas Trees/stands at the collection store?

No, due to storage limitations, Christmas trees and stands can only be home delivered.

What are your home delivery timings?

There are 3 delivery timings daily: 12pm - 3pm, 3pm – 6pm and 6pm - 9pm. The earliest delivery slot you may select is 4 working days from your ordering day (eg. If you order on 4th Dec, the earliest delivery date you may select is from 8th Dec onwards). The first delivery slot will be on 1st December 2020, and the last delivery slot will be on 20th December 2020.

What’s the minimum order and delivery charges?

There is no minimum order for online trees/stands. Home Delivery charge of $60 is for per location and up to 3 trees. Should there be an order of 4th tree at the same location, additional delivery charge of $60 will be applied. Our friendly staff will contact you within 4 working days of ordering on the additional charges.

Change of delivery address after your order?

A change of delivery address after is not permitted. If the delivery address needs to be changed after an order has been placed, you will have to cancel your current order and reorder using the new address. Cold Storage online reserves the right to charge customers for a cancellation fee.

Please note if a delivery has been scheduled to the location at your chosen delivery slots, a cancellation fee or re-delivery fee will be chargeable.

Delivery and storage of the products

Our trees are carefully stored chilled in our warehouse to ensure freshness. We carefully control the conditions in which your products are stored and transported, from the moment we picked the items till the time you receive them at your doorstep.

My order did not arrive / did not arrive on time.

We would like to improve our service. You may contact our Online Customer Service team for further assistance

How do I dispose my tree after the festive period?

Unfortunately we do not provide tree disposal service. Here are some disposal tips:

Disposal Tips:

  1. Clean the tree of all ornaments, tinsel and lights.
  2. Cut the tree into smaller portions for easy curb pickup.
  3. For more information, you can also contact your town council for bulky items disposal, or refer to NEA’s website.

CARING FOR YOUR TREE

What do I need to take note of when caring for my Christmas Tree?

  1. Keep away from sunlight and heat.
  2. Always keep the tree stand filled with cold water or ice cubes, allowing the log to take in the water.
  3. Water is very important as it prevents the needles from drying and dropping off and the boughs from drooping.
  4. To prevent branches from drooping or breaking, keep your ornaments light.

REFUNDS, RETURNS & EXCHANGES

I have a problem with the collection of my Christmas food order.

Please check on your order immediately upon collection. There will strictly be no refunds, returns or exchanges for all item ordered online.

I have a problem with the delivery of my Christmas food order.

Please check on your order immediately upon delivery. You may contact our Online Customer Service Team for further assistance.

I have a problem with my Christmas tree order.

Please check on your order immediately upon delivery. There will strictly be no refunds, returns or exchanges for all items ordered online.

TECHNICAL

I can’t access the website.

Please ensure that your internet connection is working. If you are unable to access other websites as well, you will need to contact your internet service provider.

Occasionally, the browser's page tends to be very slow. The issue might be caused by your browser's cache. Clearing the cache and cookies might help solve this problem.

There are some instances of time-out screen displayed while doing your shopping, most probably this might be due to the high volume of traffic that caused the server to be very slow.

We sincerely apologize for the inconvenience caused, kindly wait for a few minutes and try to access our web page again.

For the best Cold Storage online experience, please ensure that you are using the one of the following supported browsers:

- Google Chrome

- IE11 & above

- Mozilla Firefox

FEEDBACK

Where can I give feedback on Cold Storage Online?

We would like to improve our service and you can use our Online Feedback Form or contact one of our friendly online customer service representative.