FAQ

How to contact Sasha's Fine Foods

e: enquiries@sashasfinefoods.com
t: 6273 0752


FREQUENTLY ASKED QUESTIONS


For New Customers

Q: Do you have a walk-in shop that I can come and browse the products?
A: Sasha’s Fine Foods is exclusively online - we do not have a walk-in shop. In 2011 we took the decision that we wanted to be the best of the best at home delivering fresh produce in Singapore. We felt we could only do this if we gave our full attention to our online store.

Q: Do I have to create an account to shop with you?
A: No. You will however need to enter your contact and delivery details when you check out so that we know where to deliver your produce. If you have registered, these will be entered automatically for you.

Q: What are the benefits of creating an account?
A:
  1. Your details are saved so you don’t need to enter your contact details and delivery address again.
  2. You will accrue Loyalty Points for every dollar you spend – see details of Loyalty Programme below.
  3. You will be able to see – and order from – your previous orders.
  4. You will be able to create a wish list of your favourite products and/or products that catch your eye for another day.

Q: Is there an order deadline for next day delivery?
A: The order deadline is 5pm for next day delivery as we have to place orders with a local supplier by 5.15pm every day to ensure everything arrives to be absolutely fresh. We do recommend you order earlier in the day as delivery slots fill up and fresh products sell out (particularly fresh chicken). We are closed on Sundays but you can order any time over the weekend up to 5pm on a Sunday for delivery on a Monday.

Q: How will my order be packed?
A: In an attempt to protect our beautiful planet, we are trying to move away from plastic bags. Your orders will therefore be packed directly into our clean crates and delivered to your door. However, there is the option, when selecting your delivery date, of asking for plastic bags to be used. Simply put "YES" in the box where indicated and we will make sure your items are packed in plastic bags, but unless otherwise requested, we do not use plastic bags unnecessarily. 


Order Minimums and Delivery Fees

Q: What is your minimum order for delivery and what are the delivery fees?
A: Our minimum order for delivery is $100 after discounts (including Loyalty Points) have been applied and excluding delivery fees. Our system will not be able to process orders under $100 for delivery.

For orders between $100 and $200, after discounts (including Loyalty Points) have been applied and excluding the delivery fees, the charge for delivery is $10. Orders above $200, after discounts have been applied (including Loyalty Points) and excluding delivery fees, qualify for free delivery.

Q: $10 seems a lot to have to spend on delivery if my order is between $100 and $200, why so much?
A: Unlike most cool trucks in Singapore, our trucks are custom designed to have separate chilled and freezer compartments and these come at a price. We also employ the most responsible drivers in Singapore who will provide the best customer service including product knowledge, storage advice etc. They will handle your products with care and ensure your delivery comes with a smile!

Q: Can I come and collect my order from your office?
A: Please email or call us if you would like to collect your order yourself from our office/warehouse in Jurong and we will always try to accommodate your request.


Issues with our Website / Orders

Q: I am having issues logging in / placing an order.
A: If you are having issues with logging in or ordering, please clear your cache and refresh our page. If the problems persist, please do not hesitate to contact us.

Q: I requested that my password be sent to me but I can't find it in my inbox.
A: Please check your junk / spam folder. The automated email is sent very quickly so if you don’t see it within 5 minutes, do let us know.

Q: I was able to checkout without selecting the delivery slot, what should I do?
A: Please call or email us ASAP to let us know your preferred delivery slot. Please also make sure your JavaScript is enabled before you checkout. If it is disabled, it could prevent the alert from working that tells you that you need to add a delivery slot.

Q: I finished my order but need to change it - can I do this?
A: You can make any changes to your order until you have checked out. Once you have checked out, you will not be able to change your order on the website. However, we will always do what we can to help customers who need to add to their order.

Q: I just realised that I won't be home during the delivery slot – what can I do?
A: Please call or email us as soon as possible to arrange an alternative time for delivery. Please note that deliveries that need to be rescheduled once the delivery has been sent out will incur a $10 redelivery fee. We hope you understand that this is simply to cover our costs of this unsuccessful trip.

Q: I have received my items but have decided I don't want one of the products. Can I return it?

A: Unfortunately we cannot take back products that are in good condition once they have been received by you. This is because product safety may have been compromised as the cool chain will have been broken and we therefore can’t resell the products.

Q: What do I do if an item from my order is missing?


A: Our drivers are trained to check every item off with the recipient at the time of delivery. In the event that something has been missed, please let us know immediately. Missing items must be declared within 3 hours of receiving your order. If an item is found to be missing from your order, or you have received the wrong product, we will do our best to deliver it as soon as possible or will provide you with a voucher code to use against your next order.


Storage

Q: How long can I keep my fresh produce for?
A: We recommend consuming any fresh produce within 1 day of receipt. We then recommend freezing it as soon as possible to maintain optimum freshness.

Q: Can I freeze my delivery?
A: Any of our products that you have received fresh (not listed as frozen) have never been frozen before. This means that you can portion and freeze as required. You can of course put your frozen items straight into your freezer as well. We guarantee that they have never been defrosted as they are taken straight from our freezer warehouse and transported to your home in the specially adapted freezer cabin of our trucks.

Q: How long can I keep my frozen produce for?
A: We recommend consuming any frozen produce within 6 months of the date the item is frozen for maximum freshness.


Fresh/Frozen

Q: Is there any benefit choosing frozen over fresh?

A: Under AVA regulations, there are certain products that we have to import frozen - pork from the UK, chicken & duck from anywhere in the world. 

Other products we choose to have frozen at source - Inverawe Smoked Fish, all white fish from New Zealand. This is because the shelf life of seafood is very short and we believe it is much better to seal in the freshness at source by freezing the fish as soon as it has been processed.

Some products we import fresh but freeze as soon as they arrive. These include our lamb mince, diced beef & lamb, stir fry beef. Because these products have been cut into very small pieces, they have a much shorter shelf life. We therefore choose to freeze these when they arrive, again to seal in the freshness. Other beef and lamb products have much longer shelf lives.

Our Very Own Meals and Pies are frozen immediately - natures way of preserving, rather then using nasty preservatives.

Q: Do we ever defrost any products and sell them as "fresh", "chilled" or "defrosted".

A: No. Never. A lot of stores do this as some people perceive frozen as being inferior to fresh. We prefer to be completely transparent and keep our products in the best condition to seal in freshness and flavour. If something is fresh on our website, we guarantee it has never ever been frozen.

Products (Beef / Lamb)

Q: Why is my meat/mince red on the outside and brown in the middle?
A: Meat/mince, especially beef and lamb, has a red colour due to the presence of haemoglobin, which is the component that makes blood red. Once exposed to air, haemoglobin reacts with oxygen giving meat its characteristic "blood red" colour. The surface sections of the meat/mince exposed to air will develop this red colour while the sections on the interior will remain a darker hue. As the meat/mince is allowed to come in contact with air, it will gain its red colour. The industry term for this is 'blooming'. This is a very common occurrence, and does not affect the quality of the meat.

Q: What is the difference between striploin and sirloin?
A: The striploin (called the shortloin in the US) is the part of the loin from just behind the ribs, whereas the sirloin is further back. The striploin is generally more tender than the sirloin, as it is a lesser used muscle.


Products (Poultry)

Q: How do I select the perfect cut of chicken for my tastes and requirements?
A: Chicken thighs are best for frying as they have a higher moisture content than chicken breasts. They are also the perfect choice for many oven baked chicken dishes due to their high moisture content– see our recipes page for inspiration.

Chicken breasts are best when coated in breadcrumbs or baked in a sealed packet as this helps to retain the moisture, stopping the meat from drying out during cooking.

Products (Pork)

Q: Is pork considered red or white meat?

A: According to wikipedia, pork is considered white meat under the culinary definition but red meat in nutritional studies. We will leave you to decide but we have placed pork in the No Red Meat Boxes as we have approached these from a culinary perspective.

Products (Seafood)

Q: Are there bones in / scales on the fish?
A: All of our fish fillets have been filleted, scaled and deboned. However, as with all filleted fish, there is a small chance a bone or scale may have been missed so please be aware of this and be vigilant if feeding our fish to children.


Refund Policy

If you are unsatisfied with any of the items in your order or any part of the delivery service from Sasha’s Fine Foods Pte Ltd please contact us - either by emailing us or telephoning. As we sell perishable goods, we ask that you inspect the food once you have received your order. If you are unhappy with the goods, please contact us immediately (within 3 hours of receiving your order). We shall be happy to provide you with a credit for any item you feel does not meet our quality standards, or any item that has been damaged in transit. If you do not wish to receive a credit, we will be happy to exchange or provide a refund for any such item.

If we have sent you an incorrect item, please notify us as soon as possible (within 3 hours of receiving your order). If you would like us to replace the incorrect item with the item that you ordered, we shall send you the correct one as soon as possible. Obviously we shall not charge you for an incorrect item. We operate an open and honest policy at Sasha’s Fine Foods and will work our hardest to make sure we can accommodate and act on any problems or suggestions.


Promotions

Q: How can I stay up-to-date with your latest promotions and special deals?
A: 'Like' our Facebook and Instagram pages as this is where all the action happens! You can also select to receive our newsletter when you checkout.


Loyalty Programme

We have a simple Loyalty Programme that awards 1 point for every $1 spent at Sasha's Fine Foods. You can track your points by visiting your account details. You are automatically joined into the programme once you register with us as a customer, so there's no need to take any additional action.  However, you will need to accrue a minimum of 500 points before you can redeem against your shopping.  

As you collect points, you can redeem them against your shopping at the Check Out where you can see your Loyalty Points balance. Simply click the Loyalty Points tab to receive a code which you can insert at the final checkout and your balance due will calculate the final total.