COLD STORAGE CHRISTMAS FAQ

FAQs (only applicable for Christmas Orders)

GETTING STARTED

How do I register?
To place an order, you will have to create an account. Please click to register with us.
If you are an existing customer, simply click and enjoy your hassle free online shopping with us!

What are the Modes of Payment?
  • Visa Checkout
  • UOB Delight
  • Credit Cards - VISA, MASTERCARD, AMERICAN EXPRESS and JCB

Change of 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

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

Can I order in bulk?
Yes you can. Please note that if you ordered more than 3 trees, additional delivery charges will apply. 
Our friendly staff will contact you within 4 working days of ordering on the additional charges.

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


PRODUCTS

How do I see my purchases so far?
  1. Click my cart and you will see a list of items that you have picked.
  2. 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


PAYMENT

What are the payment methods accepted at Cold Storage Online?
  • Visa Checkout
  • UOB Delight
  • Credit Cards - VISA, MASTERCARD, AMERICAN EXPRESS & JCB

Will my information be kept private?
Please refer to the Privacy Policy Section.


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 water, 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.


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 sjchong@coldstorage.com.sg, and coord1@coldstorage.com.sg

Cold Storage does not deliver internationally at this point.

What are your delivery timings?
There are 2 delivery timings daily: 12pm to 3pm and 3pm to 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 4th December 2018, and the last delivery slot will be on 25th December 2018.

What's the minimum order and delivery charges?
There is no minimum order for online trees/stands. A delivery charge of $60 will apply per delivery location. Please note that if you ordered more than 3 trees, additional delivery charges will apply for every different location. 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 to you and you can use our Online Feedback Form or email to service@coldstorage.com.sg

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.


STORE COLLECTION (FOR CHRISTMAS FOOD ORDERS)

Can I change my collection store after ordering?
No changes can be made to collection dates/stores after making payment

 

Can I collect my Christmas Tress/stands at the collection store?
No, due to storage limitations, Christmas tress and stands can only be home delivered.

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 1pm
Our staff will not be able to process your collection before 1pm

REFUNDS, RETURNS, & EXCHANGES

I have a problem with product.
Please check on your order immediately upon delivery. There will strictly be no refunds, returns or exchanges for all item 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

I am unable to log in.
If you are facing multiple login errors, there may be a problem with your user id or password. You may want to reset your password by selecting the 'Forget Password' option and follow the instructions given.
If you still find that you are unable to login in your account please email to  service@coldstorage.com.sg and we will reset the password for you.

FEEDBACK

Where can I give feedback on Cold Storage Online?
We would like to improve our service to you and you can use our Online Feedback Form or email to service@coldstorage.com.sg

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