Frequently Asked Questions

ABOUT US

JustGood Grocer is a premium online grocer. We are focused on providing everyday consumers with,

  1. Farm-to-fork vegetables that are fresh, safe, nutritious, pesticide-free and effortlessly traceable
  2. Delicious and nutritious cooked and ready-to-cook meals
  3. While also providing everyday grocery items

You can reach our customer service by WhatsApp message at +6011 1633 3929 or email us at wecare@justgood.com.my

Our customer service operating hours are from Monday to Sunday 9:00am to 8:00pm, including public holidays.  We aim to reply to email within 24 hours.

Our grocer fulfilment centre is located at Batu Caves, Selangor Darul Ehsan, however we our products are only available online and we deliver to your doorstep. 

MY ACCOUNT

We respect your privacy and keep your personal information confidential. Your personal data will be used to process your order, support your experience throughout this website, and for other purposes described in our privacy policy.

You can terminate your account by contacting customer service.

Go to the “My Account” page and click on “Lost your password?”. Enter your registered email address or username in the field provided. An email with a link to reset your password will be sent to the email address. 

To change your password, go to “My Account” and click Account Details. Enter your new password and click save changes. Your new password will overwrite the old password.

To change your registered email address, please contact our customer service. 

  • Click here or visit https://justgoodgrocer.com.my/my-account.
  • Key in required details in the sign-up form and click register.
  • You will receive an email confirming your sign-up.
  • Sign up to create an account via our website.
  • Enter your location to confirm if we deliver to your area.
  • Browse our products and add items to cart.
  • Choose your preferred delivery date and time and make payment.
  • Your grocer will be conveniently delivered to your location.

ORDER

No, once payment made you are not able to cancel the order. Please contact our customer service for further assistance. 

Once payment has been made, you cannot cancel the order. Any cancellation may not warrant a full refund.  For any concerns you may have, please contact our customer service.   

Yes, you can place advance orders (up to two weeks in advance only) by selecting a future date and time slot for delivery.

Please contact our customer service for more information and promotion tailored to your needs. 

You can log into your account and click “My Account” >> Recent Orders.

History and status of your orders are listed here.

There is no minimum spend required, nor any hidden fees.

Once payment made you are not able to change the order. Please contact our customer service for further assistance. 

Our online grocer is open 24hrs and you can place order at anytime. 

Daily delivery operation hours are 08.00am – 8.00pm, Monday to Sunday including public holidays. Select your preferred date and time slot for delivery and your order will be delivered to you after payment is made. 

We have a 4 hour order processing time to pick, pack and deliver your order, the earliest delivery slot available is 4 hours from the time you are placing your order. 

Our delivery timeslots are as follow: 

  • 8am to 10am
  • 10am to 12pm
  • 12pm to 2pm
  • 2pm to 4pm
  • 4pm to 6pm
  • 6pm to 8pm
  • 8pm to 10pm 

PAYMENT

Yes, it is advisable to do so. Upon successful payment an order received notification will be to your email. 

We do not offer cash on delivery service. 

We partner with ipay88 to offer various payment methods including:

  • Credit/debit card using Visa/ Master,
  • Online payment using FPX Online Transfer.
  • eWallet using Touch ‘n Go, Boost, GrabPay, Maybank QR, UnionPay, Alipay

If you receive an error message when making a payment, please check:

  1. If you received payment notification in your email.
  2. Check your bank transactions for successful payment.
  3. For Credit card, contact your bank to ensure there are no problems with the card or fund transfer.
  4. Please contact our customer service to confirm your order has been successfully placed. 

You will receive Order Confirmation via email. 

Once we receive your order, our operational team will commence the pick and pack process. For items that is unavailable, we will contact and confirm with you if you wish to purchase an alternative.  Once your order is ready for delivery, our riders or grocer vans will make the delivery.

DELIVERY

We do not offer pick-up service. Our grocer serves customers online and we deliver your groceries to your doorsteps.

We do not offer walk in services; we are a fully online grocer.

We advise you to check, inspect and examine your items upon delivery. For missing or damaged items please contact customer service within the specific time: 

  • Perishable goods and semi perishable goods (example fish, vegetables, dairy products, fruits, bread, onion, potato, pies, cake etc.) – within 24 hrs from the delivery.
  • Non-Perishable Goods (example canned products, dry goods, toilet paper, detergent, household products etc) – within three (3) days from the delivery date of the Goods. 

To contain the spread of Covid-19, we adhere to contactless delivery to keep both riders and our customers safe. Our riders actively take measures to limit contact, and practice KKM SOP guidelines.

When packing your orders, we carefully inspect your items and pack them in paper bags or carboard boxes. We do not use plastic grocery bags.

In the event the first round of delivery failed to reach you, you may request for the second round of delivery.  In this situation, you will be charged for second delivery. 

Your rider will call or text upon arriving at your location. If you are not contactable, our rider will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your order. Our customer service will contact you thereafter to arrange a second delivery attempt.

We strive to deliver your order within the time slot that you have selected. In the event there is any delay, our delivery team will notify you. 

Our delivery covers only Klang Valley and within 15km radius of our from Batu Caves fulfilment centre. 

There are multiple possible reasons: 

  • No person was present to receive the order within ten (10) minutes of arrival at your premise,
  • Despite several attempts to reach you via the phone number provided, you remain unreachable to your rider or driver within ten (10) minutes of arrival at your premise,
  • Lack of appropriate or sufficient access to deliver the order successfully; or
  • Lack of a suitable or secure location to leave the order,

We cannot be held responsible for any late delivery or failed attempt to deliver if the delivery driver cannot access the premises. 

We will contact you immediately if we encounter delivery issue. In such situation, please contact our customer service for further help. 

RETURN AND REFUND

Our customer service will investigate the said matter.  Once confirm with refund, we will process the refund according to the customer’s preference.  It can be processed via eVoucher or the same payment method. 

Do provide customer service with the following info:

  • Your name
  • Sales Order
  • Payment method – via eWallet, online transfer, or credit card.  

Refund method can be done via:

  • eVoucher which you can use in the next purchase
  • reverse payment via the same channel you paid for the Sales Order

Customers are eligible for refund if goods delivered are found to be damaged at the time of delivery. Please contact our customer service within the specified time: 

  • Perishable goods and semi perishable goods (example fish, vegetables, dairy products, fruits, bread, onion, potato, pies, cake etc.) – within 24 hrs from the delivery.
  • Non-Perishable Goods (example canned products, dry goods, toilet paper, detergent, household products etc) – within three (3) days from the delivery date of the Goods. 

Please contact customer service WhatsApp message at +6011 1633 3929 or email us at wecare@justgood.gkj212xhk9-xmz4qwk7w42o.p.runcloud.link

Please provide the following information:

  • Name
  • Order number
  • Payment method
Picture2

Over 2000 Products + Meals

Premium quality products

Picture6

Doorstep Deliver

Delivering to Kuala Lumpur, Selangor & Putrajaya

Picture5

Quick & Safe Delivery

Order before 4.00pm for same day delivery

Picture1

Secure Payment

100% secure payment at checkout

Shopping cart
Facebook Instagram
Start typing to see products you are looking for.
Shop
0 Wishlist
0 items Cart
My account